Frequently Asked Questions

1. What are your hours of operation? [Top]
We have customer service representatives available from 8am to 5pm, Pacific Standard Time, Monday through Friday.

2. How do I set up an account? [Top]
When on the Zoom ID homepage, click on “Register”. You will be taken to the new account set up page. It only takes about 30 seconds to set up your account. If your school is not already in our system you will be asked to enter information about your school so we can better serve you and your classmates.

3. What are the benefits to setting up an account? [Top]
By registering your entire experience with Zoom ID will become more personal and convenient. You will be able to access your most recently saved jacket and patch designs, email your designs to friends, and review your order history.

4. Can I save a jacket design without purchasing it? [Top]
Yes, when you are done designing a jacket you will be prompted to create an account. Once you’ve created an account you will be able to save your most recent jacket design. You can save a design without purchasing a jacket.

5. How do I select the correct jacket size? [Top]
The most important factor in determining the size of your jacket is personal taste. What kind of fashion statement do you want to make? All of our jackets are sized for a moderate fit, so if you want a tighter or looser fitting jacket, you will need to adjust accordingly.

If there are Zoom ID sample jackets at your school, the best way to select your correct jacket size is to try on those samples. Take into account whether or not you are done growing when you select a size. If you expect to grow a good bit before graduating high school, you’ll want to get a larger size than you currently are.

6. I’m not comfortable sewing loose patches I purchased onto my jacket, where can I go to get them sewn on? [Top]
Most apparel alteration shops will be able to sew on loose patches for you. Most dry cleaners do alterations, thus they should be able to sew on loose patches for you as well.

7. Are Zoom ID jackets made in the USA? [Top]
Yes, our jackets are made in Tacoma, Washington.

8. How should I care for my jacket? [Top]
Do not machine wash or bleach your jacket. Dry clean only.

9. How do I order a custom patch? [Top]
To order a custom patch, open the jacket or patch only designer. Choose “Custom Patches” from the “ADD PATCH” drop down menu and follow the instructions. We accept all file types. This can be a hand drawn sketch of the patch, a picture of another patch, clip art, a computer screen shot or any other art file.

10. My art file won’t upload to your site. [Top]
Most likely the file is too large. If you are able, convert the file to a jpeg and retry. We cannot accept files larger than 5 megabytes. If you do not know how to get the file small enough to send it through the web you can email it to us. We can accept files by email that are smaller than 10 megabytes. If the file is larger than 10 megabytes, email or call us and we will find another way to get the art file from you.

11. Do you accept art by fax? [Top]
At this time, we do not accept faxes.

12. I didn’t get a confirmation email when I placed an order, is something wrong? [Top]
Yes, most likely something is wrong. If you didn’t get a confirmation email when you submitted your order (for a jacket or loose patches) it is a good idea to give us a call or send us an email to make sure we actually got it.

13. What if I change my mind and want to make changes to, or cancel my order after I’ve approved the order proof? [Top]
Once you’ve approved your order proof, you cannot change or cancel your order.

14. Can I place an order by phone? [Top]
All orders must be submitted via the website. However, you can call or email us for assistance. Our customer service representatives are available from 8am to 5pm, Pacific Standard Time, Monday through Friday.

15. What is your return policy? [Top]
As all of our products are custom made, they cannot be returned or exchanged. If we made mistake on your jacket or patch or if your item arrived damaged, please call or email us and we will be happy fix your order.

16. What should I do if my order arrives and it doesn’t match my order proof? [Top]
Please call or email us and we will be happy to fix your order.

17. What do I do if my order arrives damaged? [Top]
Please call or email us and we will be happy to replace the damaged portion of your order.

18. When will my order be delivered? [Top]
For the orders shipping to the continental United States, it never takes longer than 21 days from the date your order is approved to be delivered. For orders shipping to Alaska, Hawaii or internationally delivery may take longer. Please call or email us for further details about deliveries to Alaska, Hawaii or international destinations.

19. Can I have a package delivered on a Saturday or Sunday? [Top]
We do not offer Saturday or Sunday delivery at this time.

20. Can I ship to an address other than my own? [Top]
Yes, you can ship to another address besides your own. When you enter your order, you will be asked for a “Ship To” address. This is the address where you order will ship to. This address does not have to be your own.

21. What payment methods can I use? [Top]
We accept the following credit cards for payment of purchases:
Visa
MasterCard
Discover
American Express

For international orders, please call or email our customer service department regarding payment methods.

22. Will my order be taxed? [Top]
Applicable sales tax will be included on all orders based on shipping address.

23. I live outside of the United States. Can I order from Zoom ID? [Top]
Yes, Zoom ID sells to and ships to people all over the world. As shipping varies dramatically depending on where in the world a package is being shipped, our customer service department will contact you after you’ve submitted an international order to coordinate the best possible shipping method to your destination.

24. Can I see a record of my transactions with Zoom ID? [Top]
Yes, when you log into your account, a record of all purchases you’ve made from Zoom ID is available for your review.

25. What are your prices for jackets and patches? [Top]
Our prices depend on a lot of custom decisions. The best way to get a quote is to design your jacket online. The price for each option is clearly displayed as you design.