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customer service

Frequently Asked Questions

    Buying Online Is Simple And Easy

    • How do i purchase a Gitzo product?

      For online purchases, each product has an “Add to Cart” option, which allows you to place items into the cart for purchasing. In the unlikely event that we do not carry or have stock of an item you need, check out our "Find a Store" locator. This tool allows you to easily locate an Authorized Gitzo dealer close to you, and contact them for stock availability.

    • Who’s KIBO?

      Gitzo uses a company called KIBO to process order payments placed at Gitzo.com. KIBO is the order-processing partner of more than 800 branded manufacturers and large retailers. KIBO handles order related communications and customer service for consumers on behalf of the brands and retailers that they represent.

      KIBO process the payments of our order placed on our website and passes them to Gitzo or Gitzo retailers who will ship your order to you.

      You order may be fulfilled directly by us or by an authorized Gitzo fulfilling partner.

    • What are your hours of operation?

      We are here for you each and every business day, Monday through Friday 8:30AM to 5:00PM.

    • How can i contact you for customer support?

      For questions related to placed orders you can contact KIBO, our order processing partner, at 877-412-7467.
      Outside of business hours you can complete our "Contact Us" form and our team will aim to respond to your enquiry within 24 hours of their return.

    • How do i redeem a promo code?

      If you have a promo code, you can use it at the checkout, in the promo box placed on the upper right-hand side of the page.

    • Can i place order on phone or via email?

      We do not accept orders via telephone or email.

    My Account

    • Do i need an account to place orders at Gitzo.com?

      You do not need to register to place orders; you can check out as a guest.

    • Should i create an account on the Gitzo website?

      You do not need to register to place orders, but by creating an account, you can maximize your shopping experience and make the most of the site adding convenience. In addition, certain features and benefits of our website are only available if have registered.
      Examples of just some of those great benefits include the ability to maintain an address book for easy shipping to different addresses; the ability to create and manage your wish list and tracking your order history.

    • What do i do if i have forgotten my password?

      If you have forgotten your account password, please click on the Forgot your Password link during the sign-in process. You will be instructed to reset your password via a reset password email sent to the email address used when registering your account.

    • Can i see my order history on Gitzo.com?

      You must have a registered account to see your order history.
      It is displayed in your online account. The orders displayed here are only the ones made after registering for an account.

    • Is my personal information secure?

      Please be assured that your personal information is kept private.
      For further details, please visit our Privacy Policy.

    Order Tracking

      Payments

      • What payment methods do you accept?

        Gitzo.com store accepts the following payments for online purchases:

        Master Card, Visa, American Express, Discover, Paypal.

      • When will my credit card be charged?

        The payment will be taken from your card as soon as your order is assigned for fulfilment.

      • Why is my card not working?

        We are sorry to hear you’re having trouble, this could be for a variety of reasons. Please login to your Account and ensure you have entered the correct billing address and card details for your bank account.
        Still having trouble?
        Please contact our payment process partner KIBO to resolve any payment issues by telephone at 877-412-7467.

      • How will the charge display on my credit card?

        The charge will show up on your credit card statement as "SPN*VitecImgDist".

      • Is my credit card data protected?

        Absolutely! Our order management and payment processing partner Kibo, is a PCI Level 1 compliant organisation.
        We hope this allows you to shop on the Gitzo.com with confidence.

      Shipping & Delivery

      Orders Under $149: Standard– $8.95 | Orders Over $149: Standard – FREE
      2 Day* Delivery - $19.99 | Overnight* Delivery - $24.99
      *business days only

      • How much will the delivery cost & how long will it take?

        Gitzo.com provides the following delivery methods:
        Orders Under $149: Standard Delivery, 3-7 business days, $8.95
        Orders Over $149: Standard Delivery, 3-7 business days, FREE
        2nd Day* Delivery, $19.99 / Overnight* Delivery, $24.99
        *Monday – Thursday on orders placed before 12PM. This excludes public and bank holidays.

      • Why has my order not been shipped/delivered?

        There are a few reasons that can keep us from being able to ship your order.

        Here are a few possible causes:

        • The product(s) you ordered are out of stock or discontinued.

        • You live in a remote area and we cannot deliver there.

        • You specified an incorrect delivery address.

        • A payment issue might have occurred when you placed the order.

      • Who is going to deliver my order?

        We use FEDEX for all our website orders.

        Please note that for our delivery service, a signature will be required. If you are unavailable when the courier attempts to deliver, the courier will rearrange delivery and you will be notified via the contact information you have provided for this purpose.

      • Do you deliver outside of the US?

        Merchandise ordered on Gitzo.com can ONLY be shipped to addresses in the US.

      • Can i have products shipped to P.O. Boxes or military bases?

        Orders cannot be shipped to P.O. boxes or military bases.

      • Can i select the date and time for delivery?

        We do not support this service; we recommend that someone is present at the address specified for delivery.

      • Do you ship to multiple addresses?

        We do not provide this service.

        Please place separate orders for each shipping address.

      Returns & Refunds

      If you are not happy with your purchase, you can return a product within 30 days and we will happily refund the purchase price.
      It is easy to return a product. To return a product you will need to obtain a Return Authorization number (RMA).
      Kibo Commerce, our order processing and consumer support partner will provide you the Return Authorization number (RMA) and you can contact them at 877-412-7467.

      • How do i return a product?

        It is easy to return a product. To return a product you will need to obtain a Return Authorization number (RMA). Kibo Commerce, our order processing and consumer support partner will provide you the Return Authorization number (RMA) and you can contact them at 877-412-7467

      • What’s the return policy?

        If you have already received the product, you must return the product as soon as possible to the address provided by KIBO, in any event, within 30 days of Delivery. The details of where to return the product will be set out in the Returns Document. You are responsible for the cost of returning the product using a suitable tracked and insured shipment method.

        If the KIBO Supplier does not receive the product back, we may arrange for collection of the product from your delivery address at your cost.

      Warranty

      All new goods supplied through our web site are warranted free from defects. The statutory warranty rights apply.

      • What is Gitzo standard warranty terms & conditions?

        Gitzo products in the US are covered by a six-month standard limited warranty from date of purchase. Depending on the product, warranty periods can be extended to up to 10 years from date of purchase. For complete product warranty information please visit our warranty portal and select the particular product about which you are interested.

        If you are looking for a Service & Repair Center, please visit our Service and Repair page

        IMPORTANT: Please be advised that warranties are valid only on products purchased within the country of residence and through our authorized channels, in this instance, the Gitzo website or through one of our authorized Gitzo dealers. Gitzo does not provide a warranty of any type or of any manner for any products purchased from unauthorised resellers, without exception. Please note, You must register your product within 1 year of purchase to extend your warranty.

      • What do you have to do to place a warranty claim?

        You will be required to submit a warranty request to our customer service warranty team. You will be requested to provide photos of the product and a copy of your original receipt. Gitzo will not provide any coverage under this warranty statement unless your claim is in compliance with all of its terms. To request warranty service, please call (800) 800-5693, extension 4073.

      Terms & Conditions

        Other Information

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