Zeen Policy for International Shipments: v.4 10/22/2025
The Zeen is a registered Class 1 medical device with the FDA, and therefore special rules apply to international shipments as stated in the policy below. Please contact the team at Exokinetics with any questions:

International Zeen Shipping Policy:
• Exokinetics currently only ships the Zeen within the United States, and to US territories. Exokinetics will ship the Zeen to VA and DoD locations worldwide.
• Exokinetics cannot ship Zeen’s internationally using the customer’s paid and arranged shipping labels (leaving directly from our factory).
• Exokinetics cannot offer any shipping / export documents for customers or dealers seeking to arrange international shipments (Commercial Invoice, Packing Slip, etc.)

While Exokinetics is only permitted to ship the Zeen per our stated policies within the US and US territories, we understand that some Zeen’s will leave the country for international customers via US based residential addresses. Special policies apply for support, warranty and returns in these situations where the Zeen resides outside of the US / US territories. Please be aware of the following limitations and rules before ordering the Zeen.

Please note: Exokinetics approved distributors will have their own terms and conditions regarding international sales. If seeking to purchase through an approved distributor, please contact them directly for their policy details.

Zeen Trial Period Policy:
• Exokinetics offers direct customers a 21-day trial for all Zeen purchases, which starts on the day it is received at the initial US-based address.
• If the Zeen is shipped from the initial US arrival address to a foreign location outside of the USA, Exokinetics will not extend the Zeen trial time period to accommodate for the arrival time of international shipping.

International Zeen Return Policy:
• Exokinetics will honor our standard return policy for all customers. Please see details within our official policy.
• Return requests will only be accepted from the original US based addresses with standard return shipping charges, restocking fees and damage charges deducted from the refund amount.
• Returns requests must be received within our 21-day Trial Period window of time. No exceptions are permitted. Returns will not be accepted without a Return Authorization Number (RA#). Please contact the Exokinetics team to request the return: Email support@gozeen.com or call 1-833-367-9336.
• Approved returns must be shipped in the original Zeen packaging and per the packaging methods provided by Exokinetics.
• The customer is responsible for any damages or unsanitary conditions (dents, scratches, broken pieces, dirt and filth) discovered on the Zeen upon returned evaluation. Any damages the Zeen might cause to others / other objects during the trial period. Exokinetics recommends for the customer to take pictures of the Zeen before boxing to identify condition before shipment. Exokinetics team will evaluate the Zeen box condition upon return to determine if damage was caused by our UPS return shipping process. Customer is responsible for all Zeen damages due to their transport of the Zeen from shipping, airline or other methods during the trial period.
• Customers who have contacted Exokinetics and received a Return Authorization Number may ship their Zeen in its original box directly to our warehouse at their own expense. Our address is: Exokinetics, Inc. 15 Hagerty Blvd., Suite D, West Chester, PA. 19382. Restocking fees still apply, and customer is responsible for any shipping damage discovered upon receipt. Returned Zeen’s must arrive at our facility within 21 days of obtaining the Return Authorization Number.
• Exokinetics approved Zeen distributors maintain their own return policies, please contact your distributor for details.


International Zeen Warranty Policy:
• Exokinetics cannot honor our standard warranty policy for Zeen’s that reside outside of the US and US territories.
• For all Zeen orders shipped to a US residential address, US based freight forwarder or similar type business, all liability and responsibility of Exokinetics for damages to the Zeen terminates upon arrival at the initial US address. Ownership of the Zeen transfers at the point of first delivery in the US. Exokinetics cannot be responsible for handling damages that occur at the freight forwarding location and any transport beyond.


International Zeen Servicing Support:
• Exokinetics cannot offer Zeen support for repairs and servicing for Zeen’s residing outside of the US and US Territories.
• Our team will offer virtual training and technical support to all original purchasers or gift recipients during our regular business hours and in English language. We cannot accommodate language translation.
• Exokinetics can only send parts for repairs to US and US territory addresses. Customers and Distributors who have shipped their Zeen outside of the USA, must provide a US address to receive repair / non-warranty parts.
• Exokinetics approved distributors maintain their own policy to support their international customers. Please contact your distributor for details of their policies.

*Exokinetics reserves the right to change this policy at any time.

Please contact our team with any questions / concerns regarding this policy. You may contact customer service in any of the following ways:
• Call 1-833-FOR-ZEEN (1-833-367-9336) Monday through Friday 9 AM–5:00 PM EST. If we are closed, you can leave a message, and someone will respond as soon as possible.
• Email us at support@gozeen.com

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