The short version
Everything in the House is made to order — nothing sits in a warehouse waiting. That keeps runs small and designs first-run, and it means we don't take returns for buyer's remorse, a wrong size, or a colour that read differently on your screen.
What we do cover: if it turns up damaged, misprinted, or never turns up at all, we make it right. The exact terms differ between apparel and decks because they're made by different people, so both are spelled out separately below rather than blended into one promise.
We ship worldwide, including Brazil.
Can I return it?
The honest answer in one table. If your situation isn't listed, email us and ask — the list below is what we can promise, not the limit of what we'll try.
| What happened | Apparel | Decks |
|---|---|---|
| Arrived damaged | Covered | Covered — see below |
| Arrived defective | Covered | Covered — see below |
| Misprinted — not what you ordered | Covered | Covered, if unused |
| Never arrived | Covered | Contact us |
| Broke or cracked while skating | — | Not covered |
| Wrong size ordered | Not covered | — |
| Changed your mind | Not covered | Not covered |
| Colour looks different to your screen | Not covered | Not covered |
How long you have
One deadline is yours: telling us. Everything after that — where it goes, who ships it, whether it needs to come back at all — is ours to sort out. You are never responsible for beating a shipping clock you can't control.
| What happened | What you bought | Shipping to | Tell us within |
|---|---|---|---|
| Arrived damaged | Apparel | Anywhere | 21 days |
| Arrived damaged | Decks | United States | 14 days |
| Arrived damaged | Decks | Outside the United States | 7 days |
| Misprinted / wrong item | Apparel | Anywhere | 21 days |
| Misprinted / wrong item | Decks | United States | 14 days |
| Misprinted / wrong item | Decks | Outside the United States | 7 days |
| Never arrived | All | Anywhere | 21 days |
If it never arrived at all
21 days from the estimated delivery date — everything we sell, everywhere we ship it. One number, deliberately, and it's the most generous one on this page.
If tracking shows your order was not delivered and you tell us within 21 days, we'll open an investigation with the carrier and arrange a replacement or refund.
Damage is obvious the moment you open the box. A parcel that's lost, or sitting in a customs queue somewhere, is not — and the only date to count from is an estimate that can be off by weeks. Running that on the shorter deck windows would put you back where you started: a deadline gone before you had any way of knowing there was a problem.
Why decks are shorter, and why international is shorter still. A misprinted deck has to physically get back to the manufacturer within 30 days of reaching you — that's their rule, not ours, and it's a received-by date rather than a posted-by one. Transit eats most of it: two to three weeks each way outside the US. Telling us in the first week is what makes the rest possible. It isn't a shorter grace period; it's the part only you can do.
Miss it and we'll still take a look. We just can't promise the manufacturer will, and we'd rather say that now than after you've paid to post a board back.
Apparel — made to order
If something's wrong
Tell us within 21 days of delivery — or within 21 days of the estimated delivery date if the package never arrived — and we'll replace it or refund it. Covered cases:
- Arrived damaged
- Arrived defective
- Misprinted — what came isn't what you ordered
- Lost in transit
Email support@zebrahouseco.com with your order number and a clear photo of the item. If several pieces share the same design and the same fault, one photo showing all of them is enough.
Report it inside the window even if you're still deciding what you want done — the clock is the part we can't extend.
What isn't covered
Buyer's remorse, ordering the wrong size, or changing your mind on a colour. Every piece is made for your order specifically, so there's no shelf for it to go back to. Check the measurements before you buy.
Wrong address
If an order is returned to us because the address was entered incorrectly, we can reship it — reshipping is paid by you. If the address was wrong because we got it wrong, we cover it.
Decks and hardware
Deck terms are not the same as apparel terms. Decks are made by a different manufacturer than our apparel, and what is covered is narrower. We'd rather say so here than let you find out after a board breaks.
Misprints
If a deck arrives printed incorrectly — it doesn't match the design preview — we'll replace it or refund the purchase price. To qualify, the deck has to come back to us within 30 days of you receiving it, and it has to be genuinely unused:
- Still in its shrinkwrap
- Never skated
- No grip tape applied
- No trucks, bolts, or stickers applied
That 30 days is the deck being back with the manufacturer, not just reported — which is why your deadline is to tell us (14 days in the US, 7 outside it), not to have posted anything. Once you've told us, we work out the route and the timing. Don't ship a deck back before we've replied — so we can send you return instructions, and because an unannounced parcel can miss the window while it's in the air.
One honest caveat on colour: screens don't agree with each other. A print that reads slightly different from your monitor isn't a misprint.
Damaged on arrival
If your deck arrives damaged, contact Zebra House within 14 days of delivery (7 days for orders shipped outside the US) and include clear photos of the deck, packaging, and shipping label.
Verified shipping or manufacturing damage may qualify for a replacement or refund at Zebra House's discretion. Damage caused after delivery, including riding, assembly, impact, improper storage, or normal wear, is not covered.
Please keep all original packaging until your claim has been resolved.
All three photos matter — deck, packaging, and label — so we can assess the claim. The label is what ties the parcel to your order.
Shipping costs on a deck return
Shipping charges aren't refunded on a deck return. If a claim is approved, we'll send return instructions — contact us before sending anything back.
How long things take
Apparel is made to order, so production time comes before shipping time. Decks are printed in 24 to 72 hours, then shipped.
- Decks, United States — 2 to 5 days in transit after production (UPS Ground)
- Decks, international — 2 to 3 weeks in transit (postal service or DHL)
These are the manufacturer's own estimates, not guarantees, and customs can add time we don't control.
Ordering from outside the United States
We ship worldwide, and we'd rather you knew the awkward parts before you buy than after.
It takes longer, and the clock runs differently
Two to three weeks in transit is normal for a deck, and customs can add time nobody controls — not us, not the carrier. If a package never shows up at all, your window starts from the estimated delivery date, because there's no delivery scan to count from. Estimates are looser abroad, so if it's drifted well past the date and gone quiet, tell us rather than waiting for certainty.
Duties and import taxes
Whatever your country charges to bring a parcel in is yours to pay, and it's separate from what you paid us. We can't calculate it in advance or refund it afterwards — it was never ours to collect. If a parcel is refused at customs and comes back, we'll talk about reshipping, but duties already spent are gone.
If it never arrives, you get 21 days — everywhere
The shorter deck windows are for problems you can see. Non-delivery isn't one of them, so it runs on its own 21-day clock from the estimated delivery date, wherever you are. A customs hold shouldn't quietly spend a deadline you didn't know was running.
Why deck buyers abroad have 7 days for a misprint
Not because you get less time to decide — because the manufacturer's 30 days is a received-by date, and two to three weeks each way uses most of it before anyone has done anything wrong. The first week is the only slack in the system. Use it and the rest is our problem to solve; leave it and it can become nobody's, which helps neither of us.
Brazil
Brazilian consumer law gives you a statutory right to cancel within 7 days of delivery. That stands regardless of anything above, on either product line, and you won't have to argue for it.
Sizing
Because apparel is made to order and we don't take returns on fit, the measurements matter more here than they would in a shop you can walk into.
Per-garment measurements are being added. Until they're up, email support@zebrahouseco.com with the piece you're looking at and we'll send you the exact chest and length figures before you order.
Still stuck?
support@zebrahouseco.com. A real person reads it.