At PourLab Zone, we’re committed to delivering premium bar equipment and accessories to professional establishments and home bar enthusiasts worldwide. Our shipping and returns policies are designed to ensure your complete satisfaction with every purchase.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: We ship globally except to certain restricted Asian regions and remote locations. International customers may be responsible for customs duties and taxes.

Returns & Exchanges Policy

Eligibility

To qualify for a return or exchange:

  • Items must be unused and in original packaging
  • Request must be initiated within 15 days of receiving your order
  • Include a copy of your original invoice or proof of purchase

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used Bar Cleaning Supplies
  • Opened containers of Bar Rail Cleaning & Touch Up Paint
  • Custom-cut Bar Rail Moulding or Tubing
  • Opened Bartender Supplies

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] with:

  • Subject: Return/Exchange Request – Order #[Your Order Number]
  • Product details (name, quantity)
  • Reason for return/exchange
  • For exchanges: specify replacement item(s)

Step 2: Receive Authorization

Within 1-2 business days, we’ll:

  • Verify your request’s eligibility
  • Provide a Return Merchandise Authorization (RMA) number
  • Send return shipping instructions (if applicable)

Step 3: Ship Your Return

For approved returns:

  • Securely package items in original packaging with all accessories
  • Clearly mark the RMA number on the package
  • Ship to:
    PourLab Zone Returns, 488 Mill Road, Hartford, US 05001

Important: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product). We recommend using a trackable shipping service.

Refund Process

After we receive and inspect your return:

  • Refunds processed within 3-5 business days
  • Credit issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You’ll receive email confirmation
  • Allow 5-10 business days for the refund to appear on your statement

Exchange Process

For approved exchanges:

  • We ship your replacement once the return is received
  • Standard shipping rates apply for the new shipment
  • Contact us for expedited exchange arrangements

Damaged or Defective Items

If you receive damaged equipment (bar refrigerators, air line systems, etc.):

  • Contact us immediately at [email protected]
  • Include photos of the damage and packaging
  • We’ll arrange a replacement or refund at no additional cost

International Returns

For customers outside the United States:

  • Customers are responsible for all customs duties and taxes for returns
  • Original shipping costs cannot be refunded
  • Mark packages as “RETURNED GOODS” to avoid customs charges

Have questions about our shipping or returns policy? Contact our team at [email protected]. We’re here to help you create the perfect bar setup!