Frequently Asked Questions
Shopping/Searching for Products
The Checkout Process
Order Confirmations/Order Status/Tracking
Changes to Orders/Expediting Orders
Returns
Cancellation Policy
Accessibility
Shopping/Searching for Products
Q: How can I find a specific item on the eStore?
A: There are two ways to find an item on the eStore. You can use the category links on the top of the screen to navigate through the different sections of the eStore OR you can use the search box at the top right corner of the page. Use the search box to search for general products, keywords, or SKU numbers.
Q: How do I make suggestions?
A: We welcome your feedback - please email amtrakservice@zorch.com.
Q: Why won’t the eStore accept my shipping address?
A: Please make sure your full address has been entered in the shipping fields provided including contact name, street address, city, and state. Also make sure your ship to country has been selected from the drop down.
Q: Can I ship to an address outside the US?
A: Yes, we can ship your Branded Merchandise order to international locations. Please note that all items ordered from the eStore collection ship from the US. All shipments outside of the US will be subject to international shipping rates, as well as import duties and taxes. A member of the Zorch Customer Service team will contact you once your order has been placed, to quote these additional fees. Your order will not be processed until you have approved the final order total.
Q: What if I have special delivery instructions?
A: If you have special delivery needs for your order, please use the Optional Order Notes box located on the Shopping Cart page prior to Checkout. Or, if you prefer, email amtrakservice@zorch.com and reference your order number.
Order Confirmations/Order Status/Tracking
Q: Can I get an emailed copy of my order confirmation?
A: Yes, after submitting your order, an order confirmation will be emailed to you automatically. You should receive your emailed order confirmation within a few minutes of placing your order.
Q: When will my order ship?
A: After we receive your order, you will receive an acknowledgement email indicating the estimated ship date for each line item of your order. The estimated ship date is determined by the product and quantity you have ordered.
Q: How can I check to see if my order shipped?
A: Please visit the My Account section of the eStore, then click on My Orders. Your order status and tracking numbers (if available) are provided for you. If you have any additional questions, please email amtrakservice@zorch.com.
Changes to Orders/Expediting Orders
Q: How can I make a change to an order I’ve already submitted?
A: Please send the change request, along with your order number, to amtrakservice@zorch.com or call 1 877-201-4057. We will work with you from there.
Q: How do I expedite an order I’ve already submitted?
A: Please send your request to amtrakservice@zorch.com and we will make every effort to accommodate your needs.
Q: How do I return an item?
A: Please send your return request via email to amtrakservice@zorch.com. We will respond within one business day to help you complete the process. Please be aware of our Return Policy before requesting your return.
Return Policy: We will accept returned merchandise only if the product is damaged upon receipt, the item is defective (quality of merchandise does not hold up to manufacturer’s quality standards) or the incorrect type of merchandise was shipped in error. This can include the incorrect color, size, quantity or just outright the incorrect product. All other reasons for returns will not be accepted.
Defective products may be returned up to 30 days from ship date. Please contact amtrakservice@zorch.com for a Return Merchandise Authorization Form (RMA), RMA number and a pre-paid return shipping label.
Our warehouse personnel and vendors cannot accept any returns without an approved RMA number.
If you have any additional questions, please email amtrakservice@zorch.com or call 1 877-201-4057.
Q: What do I do if a product is missing or damaged?
A: Please send details of the missing or damaged item along with your order number, to amtrakservice@zorch.com. We will respond within one business day with a solution.
Q: What is your cancellation policy?
A: If for any reason you need to cancel your order please contact us immediately by email at amtrakservice@zorch.com or call 1 877-201-4057. In some cases, your order may be cancelled without incurring any charges.
Q: Are your sites compliant with WCAG guidelines?
A: Zorch is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for all site visitors, and applying the relevant accessibility standards.
The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Zorch eStores are partially conformant with Level A and AA requirements. Partially conformant means that some parts of the content do not fully conform to the accessibility standard.
We welcome your feedback on the accessibility of our eStores. Please let us know if you encounter accessibility barriers when shopping with Zorch by reaching out to us using the below information, or visiting the “Contact Us” section of this site.
- Phone: 312.751.8010
- Email: contact@zorch.com
- Postal Address: 500 W. Madison Street, Suite 1550, Chicago, IL 60661, USA