Help & FAQs
ORDERS FROM THIS STORE SHIP FROM EUROPE, TO PLACE AN ORDER FROM USA PLEASE SHOP AT: www.z2comics.com
FAQ
Purchased Route's Package Protection and looking to file a shipping claim? File here
What is Route Package Protection?
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so Z2 have partnered with Route to offer added assurance that you’re supported, no matter what. We're providing Package Protection to each order free of charge.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded.
When Should I File a Claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Route’s terms and conditions are listed here
All of Route’s policies are listed here
International Orders & Customs Fees
Please note that any additional customs duties, taxes, or import fees required by the recipient’s country are the responsibility of the customer. These charges vary by country and are not included in the order total at checkout.
If you need to update your address or have any additional questions about your order, email help@z2comics.com and make sure to include your order number in the subject line.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchange (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@z2comics.com and send your item to:
8Merch Poland
Powstańców 50
31-422 Kraków
Poland
Still have questions?
Email help@z2comics.com with your order number.