Frequently Asked Questions

*Click on a question to expand and display the answer.

I am not getting email messages from the WebStore

Please make sure the messages from the store are not in your junk email folder. If so, right click on the message and select ‘Not Junk’, or the equivalent.

We are also seeing some customers who have spam filters in their IT organizations that are blocking the messages.

If the messages are not in your junk folder you could ask IT to whitelist email with as the sender.

Has my order shipped?

Click the “My Account” link at the top right hand side of our site to view orders you have placed.  There you can view the order and the status.

Status Definitions:

  • Awaiting Processing: This Order is waiting to be sent to the ZOLL Customer Service
  • Processing: This Order is being reviewed by Customer Service.
  • Awaiting Shipment: This Order has been approved by Customer Service and is now Awaiting Shipment.  Your order will stay in this status until it is fully shipped.
  • Pending: This order is awaiting approval by an authorized approver in your organization.
  • Complete: This order has been shipped.
  • Awaiting Approval.  Approvals have been activated for your account and the Order is waiting for the approver to Approve or Reject.  When Approved, the Order goes to the 'In Process' status
  • Rejected: When an approver Rejects an Order, the order istatus is changed to 'Rejected'.  You cannot re-submit this order, you must Reorder.

How do I track my order?

Click the “My Account” link at the top right hand side of our site to view the order.  There you can view the order and the status.

My order never arrived?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.

Please be aware items may be shipping from multiple locations/warehouses. The ship-from location for each item is displayed in the cart during the selection and checkout process. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

I received the wrong product.

If you feel that you have received the wrong product, please contact Customer Service for assistance.

When will my backorder arrive?

Backordered items may be those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. If the item is needed immediately, please contact Customer Service for assistance.

How do I change quantities or cancel an item in my order?

Please contact Customer Service for assistance. Please have the web order ID or order confirmation number available. Please note that once an order has shipped, the order cannot be changed or updated.

What is your return policy?

Please see our Terms & Conditions for complete details regarding our return policy.

How do I return my product?

Please contact customer service to receive return authorization and instructions.

What are my payment choices?

During the checkout process you may choose from any of our current payment options and continue to place your order. If your order is by credit card, please note that we will not charge your credit card until time of shipment.

About Sales Tax.

Sales tax will be charged unless the specific shipping address is registered as tax exempt in our shipping system. If your order has tax charged and the shipping address is tax exempt, please contact Customer Service to correct this order and email a copy of your tax exemption certificate to

When a new shipping address is created during the checkout process, sales tax WILL be charged on the order. Contact Customer Service as above and email your tax exemption certificate to

How much is shipping?

Shipping costs are calculated at the time of shipment. Cost are based on the size, weight, measurement of packaging and the location of the shipment. Shipping cost will be added at the time of invoicing. Please note if your order total is $800 or more you will receive free shipping.

I have a question on my pricing and or charges.


When will my credit card be charged.

Your credit card will be charged upon shipment of the items you ordered.

Order history information.

Order history only contains orders placed using the WebStore from January 1, 2016 to present.  The history includes items ordered, quantity ordered, and price.  It does NOT contain tax or shipment tracking information.  Contact Customer Service for information about orders prior to January 1, 2016, Taxes, or for shipment tracking information.