CUSTOMER SERVICE

Where is my order?
How do I return/exchange an item?
Do I have to pay postage to return an item?
I have received the wrong item. What do I do?
How much does it cost to ship to an overseas destination?
I think the product I bought is faulty. What do I do?
How do I contact you?

 

PRODUCT QUERIES

I fit into several different sizes, what size should I go for?
My wetsuit is too tight; can I exchange it for the next size up?
What does my wetsuit/tri suit warranty cover and how long does it last?
I have nicked my wetsuit with a fingernail when trying it on – what can I do?
How do I care for my wetsuit?
How do I care for my trisuit?
Where can I try out a wetsuit first before purchasing?

 

Where is my order?

We aim to ship orders the day they are placed – if received before 1pm, or the next working day if they are placed at the weekend or on a Bank Holiday. During busy times shipping can be 2-3 working days from the date the order was placed. You will receive an email notification when your order is shipped. UK customers will receive a text notification on the day of delivery if a mobile number is provided with the order.

How do I return/exchange an item?

We request that you fill in the below returns form and send this along with the item/s to the following address;

Zone3 Returns
Unit 1 Bridge Park
Merrow Lane
Guildford
GU4 7BF

DOWNLOAD RETURNS FORM

You can return items within 28 days of purchase. Returns and exchanges are normally processed within 3 working days of when we receive the items. For any further enquiries please email returns@racezone3.com

Do I have to pay postage to return an item?

You are responsible for the carriage costs on items returned for a refund or exchange and they must be sent using recorded and insured delivery.

I have received the wrong item. what do I do?

If you have received the wrong item please inform us as soon as possible at contact@racezone3.com and we will be happy to make an exchange and pay postage costs for retuning the item.

How much does it cost to ship to an overseas destination?

Our standard shipping cost for overseas orders is £20 – this is for a tracked courier service.  For smaller, non-urgent orders we can send by airmail and refund the difference between the airmail cost and the courier cost.  Please make a note in the comments section when placing an order if you like your order shipped by airmail.

I think the product I bought is faulty; what do I do?

We would advise returning the product to the retailer from which it was bought. This is because the retailer has sole responsibility for dealing with any complaints after sale.

If the product was bought directly from Zone3 then we would recommend getting in contact with us at contact@racezone3.com with a photo of the fault and date of purchase. This can then be assessed by our warranty department and will be in touch with the outcome.

How do I contact you?

If you cannot find an answer to your question on our site, you can contact us by sending a message to the Contact page.

We are open between Monday to Friday, 09:00-17:30 GMT


PRODUCT QUESTIONS

 

I fit into several different sizes, what size should I go for?

Getting the right size wetsuit is important as a suit that is too loose will let too much water in and a suit that is too tight will make for an uncomfortable swim. The suit will need to be tight but not restrict the free movement of the arms.

Where body measurements can put you into a number of different sizes we tend to use the weight as the deciding factor to give you the best all over fit. If you are still unsure on which size to choose please feel free to email us at contact@racezone3.com with your height, weight and chest measurement and we’ll get back to you.

My wetsuit is too tight; can I exchange it for the next size up?

Before looking at getting the wetsuit exchanged for another size we always ask our customers to confirm their height, weight and chest measurement so that we can advise on which size will be best for you. It is also worth taking a look at the videos on the links below as sometimes the wetsuit can feel too tight if it is not quite fitted properly.

Men’s Wetsuit Fitting

Womens Wetsuit Fitting

The wetsuit needs to fit tightly to stop too much water flowing in and out of the suit whilst you are swimming and the suit will loosen up once you get in the water and in a horizontal swim position. If the suit is tight and you are able to circle your arms around freely, this is a good indicator that the suit is the right size.

What does my wetsuit/tri suit warranty cover and how long does it last?

Your Zone3 tri suit and wetsuit are covered by the manufacturers 12 month warranty from the date of purchase. Our warranty policy covers defects caused by manufacturing errors including:

  • Broken Zips
  • Seam damage (not including finger nail tears on seams)

Zone3 will choose to replace or repair any defects that occur within normal wear and tear circumstances. Zone3 retain the right to define normal wear and tear circumstances, but as a guideline this requires the customer to follow the wetsuit care instructions included with each purchase and displayed below. All reasonable precautions must be taken to maintain the wetsuits condition. Exposure to elements such as extreme heat and direct sunshine, prolonged bacteria and chlorine exposure, and other harsh or abrasive substances can accelerate product degradation and void warranty. Materials such as fingernails and other sharp objects may tear and rip the high performance neoprene. Zone3 will not repair or replace items that have clear physical stress such as rips and split seams, or where there is clear evidence of inadequate care or treatment. All of our other products do not have a warranty policy.

Not covered under the Zone3 warranty: 

  • Any costs to return a suit to Zone3 or an authorized Zone3 representative.
  • Any cost to return a suit to Zone3 for inspection.
  • Cuts to the fabrics from fingernails and or other sharp objects.
  • Damage incurred due to an accident, abuse, misuse or improper use or neglect.
  • Normal wear and tear, including scratches, peeling or fading of the material or printed logos.

Zone3 will cover all return shipping costs if your wetsuit/tri suit is deemed a warranty.

These situations will VOID your Zone3 warranty:
1) Using your Zone3 triathlon wetsuit or tri suit for any activity other than triathlon or surface swimming.
2) Repairs done by anyone other than Zone3 or a Zone3 authorised repair facility.
3) Altering the suit in any way, including silk screening, embroidery, heat transfers, cutting, gluing, and sewing.
4) Using your Zone3 suit in a rental or instructional program or other commercial use.
5) Improper handling or storage.
6) The warranty is only applicable to the original owner/purchaser – it does not apply to second hand wetsuits.

I have nicked my wetsuit with a fingernail when trying it on – what can I do?

Don’t worry, this is a common occurrence and something that we have all done and continue to do several times over the life of our wetsuits. A small nick to the neoprene won’t affect performance of the suit or weaken it and is easily repairable using specialist neoprene glue such as Black Witch. The glue gives a strong, long lasting and if done carefully almost invisible repair. Take a look at everyone else’s wetsuits at your next swim or race and you’ll see most suits have several small nick repairs to them.

To prevent fingernail nicks to your wetsuit gently ease the suit on, the videos below show how to put your wetsuit on.

Men’s Wetsuit fitting

Women’s Wetsuit fitting

How do I care for my wetsuit?

Please follow some of these simple guidelines to ensure that your wetsuit stays in the optimum condition:

– Rinse well in fresh water after every use.
– Minimise time left in direct sunlight and aim to dry in the shade.
– Dry inside out first and then dry outside.
– Best kept flat and folded behind the knees and then in half.
– Only use a hanger for short periods of time and use as wide a hanger as possible.
– Do not allow others to use your wetsuit. It has been fitted for your body shape and no body larger.
– Avoid contacting the Velcro with the inside lining of the wetsuit as this will pull on the sensitive fibres. Keep the Velcro covered with the fabric patch.
– Ensure you do not damage the wetsuit material with fingernails.
– Avoid use in Chlorinated swimming pools.
– Always use a plastic bag to help put the legs and arms on. The smooth surface of the plastic makes the suit go on easier. This results in less adjustments needed and less contact with the material to achieve the correct position.
– The Zone3 triathlon wetsuit range has been designed to optimise performance during racing. Its use should be restricted to swimming or triathlon racing.
– Don’t put in the washing machine or tumble dryer.
– Don’t iron.
– Don’t wash with detergent or bleach.

How do I care for my trisuit?

Please follow some of these simple guidelines to ensure that your tri suit stays in the optimum condition:

– Wash well in fresh water after every use.
– Only ring very lightly.
– Minimise time left in direct sunlight and aim to dry in the shade.
– Do not hang or curl your suit when drying. Dry lying flat on a towel.
– The Zone3 tri suit range has been designed to optimise performance during racing. Its use should be restricted to swimming or triathlon racing.
– Don’t put in the washing machine or tumble dryer.
– Don’t iron.
– Don’t wash with detergent or bleach

Where can I try out a wetsuit first before purchasing?

You can find your nearest retailer on the find us page. We also have a number of sessions taking place where you can give the wetsuits a test swim. Contact us for dates and locations of demo days.

If you don’t have a retailer or demo session in your location then drop us another email with your height/weight/chest measurement and the suit you are interested in and we can give you a sizing recommendation.