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FAQs

Zside

  1. How should I clean my Zside?
  2. It is recommended to clean the Zside with warm, soapy water before use. After using the mat on the grill, it can be cleaned using a sponge and warm, soapy water. Do not use any abrasive cleaning tools as they may damage the mat. The Zside is also dishwasher safe and can be placed on the top rack of the dishwasher to be cleaned.

 

 

  1. What is the maximum temperature at which the Zside can be used? What happens if that temperature is exceeded?
  2. The Zside can be used at temperatures up to 500 degrees Fahrenheit. Temperatures exceeding 500 degrees can deteriorate and break down the mat.

 

 

  1. When should I place the Zside on the grill? Does my grill need to be pre-heated?
  2. The Zside takes very little time to heat up. On a gas grill, you can place the grill mat on the grill when you turn it on, or after it has reached a desired temperature. For charcoal or wood burning grills, it is recommended to place the grill mat on the grill after coals have reached an ember to avoid damaging the mat with direct flames and unpredictable temperatures.

 

 

  1. Is there a specific side of the Zside that should lay on the grill?
  2. Either side of the Zside can be used to grill. In fact, both sides can be used to maximize the useful benefits of the Zside

 

 

  1. How should I store my Zside?
  2. It is recommended that the Zside May be stored flat to optimize its useful life. It can be stored rolled, but may retain a slight curl in the surface of the mat. Most importantly, do not fold or crease the Zside as it can damage your mat.

 

 

  1. Is the Zside FDA approved?
  2. Yes, the Zside is made from FDA approved material. It is made of 100% non-stick polytetrafluoroethylene (PTFE) coated fabric and is PFOA free.

 

 

  1. What if the Zside is too large for my grilling surface?
  2. The Zside can be cut to the desired size of your grilling surface.

 

 

  1. Could you use the Zside to bake a pizza in the oven so the ingredients don't fall through the oven rack?
  2. Yes! In fact the Zside conveniently doubles as a non-stick mat for the oven and can be used to bake pizza, cookies, and more (temperatures not to exceed 500 degrees Fahrenheit).

 

 

  1. When using the Zside, do you still get grill marks on your food?
  2. Grilling on the Zside does allow grill marks to come through on your food. Results vary based on food, temperature, and duration.

 

 

  1. Can the Zside be used on a panini maker?
  2. The Zside can be cut to fit and used with any heating surface as long it does not come into contact with direct flames or exceed temperature of 500 degrees Fahrenheit.

 

 

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

 

 

Quick checkout process

Easily view your order status and order history

Receive updates detailing our new releases and special promotions

What should I do if I forgot my password?

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

 

 

What should I do if typed the wrong email address?

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order. So Please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will just ignore your request to save everyone from the trouble.

 

 

Are there any exchange rates?

All of our transactions are based on US Dollars. If your credit card is based on another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

 

 

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

 

 

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

 

 

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

 

 

Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.5 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellation.

 

 

Please note that any order that have already been packed or shipped cannot be cancelled.

 

 

How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

 

 

Can I change my shipping address after submitting an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

 

 

When will my order arrive?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

 

 

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

 

 

You can track your order here.

 

 

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

 

 

What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately.

 

 

When will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.

 

 

We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

 

 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

 

 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

 

 

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

 

 

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

 

 

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

 

 

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

 

 

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 

 

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

 

 

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

 

 

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.