Return and Refund
Shipping & Delivery


What are the benefits of purchasing with a Zyxel Account?

Purchasing with a Zyxel Account offers several advantages, including:

  • My Profile: Customize your account settings and preferences.
  • My Orders: Access the record of your previous orders for tracking.
  • Wish list: You can save your favorite products for future reference.
  • Address book: Easily manage and store multiple delivery addresses for convenience.
  • One account for all Zyxel services: Streamline your experience by using a single account for various Zyxel services.

How do I create an account?

To create a Zyxel account, follow these steps:

  1. Click the "Sign-In" button located next to the application icon.
  2. On the sign-in page, click "Create Account" and enter your information.
  3. Click "Create Account" and follow the provided instructions.

How do I change my password?

To change your password, follow these steps:

  1. Click the account icon next to the application icon.
  2. Select "Manage Account". If not signed in, enter your account number and password.
  3. Find the "Password" section, click "Change Password", and follow the instructions.

What should I do if I have problems signing in?

If you encounter sign-in issues:

  1. If you've forgotten your password, click the sign-in button, then "Forget Password" on the sign-in page to reset it.
  2. Ensure your password and email address are correct. Check your internet connection, enable cookies, and refresh the page.
  3. If you're still unable to sign in, contact us for assistance.


Where can I find a specific product's datasheet?

You can find product datasheets on the respective product details pages, where they are available for download.

How can I check product availability?

If you can add the item to your cart, it is available at that time. To secure the product, proceed with checkout promptly. Product availability depends on stock when checking out. For out-of-stock items, use the "Notify me when this product is in stock" button for notifications.

Can I prepay for out-of-stock items and have them delivered later?

Unfortunately, we do not offer prepayment for out-of-stock items. You can either search for similar products or use the "Notify me when this product is in stock" feature for notifications.

Where can I ask technical questions about my ordered item?

First, review the product's datasheet. If you need more assistance, contact us.

What product lines are available on Zyxel Store?

Zyxel Store offers various product lines, including Security, Switch, Wireless, Mobile Broadband, and Home Connectivity.


Can I change my order after it has been placed?

Orders cannot be changed once placed. To make changes, you may need to request a return and place a new order. Contact us for assistance.

What do the different order statuses mean?

Order statuses are as follows:

  • Pending: Payment is pending.
  • Processing: We're preparing to ship your order.
  • Shipping: Your order is with our delivery partner, with a tracking number sent via email.
  • Complete: Your order has been delivered. Contact us if not received.
  • Canceled: Your order was canceled.
  • Closed: Your order has been fully refunded.


How can I check my order status?

Visit the "My Orders" page to find all your orders and their status. For guest checkout, you can find your order status on the "Find My Order" page.

How can I know my order was placed successfully?

You'll see a success page with your Order ID, and an order confirmation email will be sent with your order details.

How can I obtain an invoice for an order?

An invoice link will also be included in the shipment delivered email. You can also find your invoice by accessing the "My Orders" page and clicking the "Invoice" button if you're logged in. For guest checkout, you can find your invoice on the "Find My Order" page.

What information should I provide when contacting Zyxel Store about an order?

Provide your Zyxel Store order number, purchaser email, product(s) ID or description, and any other relevant details.


What payment methods are supported on Zyxel Store?

We accept various payment methods, including credit cards, Paypal, and more. Check the checkout page for the latest accepted methods.

Will my payment information be stored in your database?

No, we do not store payment details. We work with secure payment partners, Stripe and Paypal, for processing transactions.

What should I do if I have a payment issue?

If you encounter a payment issue, please contact us for assistance.

Return and Refund

Where can I find your returns policy?

Our returns policy can be found here.

How do I return an incorrect or defective product?

To return an incorrect or defective product, contact us with your order number, email, product details, and reason for return.

When will I receive the refund?

Refunds are processed upon receiving the returned product and typically take 3-5 business days.

Do you provide an exchange service?

Currently, we do not offer product exchanges. You will need to return the purchased item and place a new order.

Do you provide a maintenance service?

We offer free maintenance for products within the Warranty Period. If the warranty has expired, we can still provide repairs for a fee. More details can be found in the Warranty Information.

Shipping & Delivery

How long does shipping take?

Shipping times vary depending on the shipping option you selected during checkout. Typically, you can expect delivery within the timeframe associated with your chosen shipping method. Tracking information is provided via email and available in your order details.

Can I see shipping costs before placing an order?

Shipping options and costs are visible during the checkout process.

How can I change my delivery address after placing an order?

Unfortunately, delivery addresses cannot be changed after an order is placed. Please contact us for assistance.

How can I track my order?

Once the shipment is on its way, you'll receive an email with a tracking number for each shipment. Alternatively, you can click the "Shipment" button on the "My Orders" page or the "Find My Order" page to track all your shipments.

Which courier service will deliver my package?

Amazon Logistics is our logistics partner for deliveries.

Got questions?

 We are always here to help!