A Zonipay charge on your statement?
It is almost always a purchase from an online store that uses Zonipay to take its payments. The second word on the line is the store's name. Here is how to find the order, reach the store, ask for a refund, or tell us if you do not recognize it.
Why our name is next to the store's.
Some online stores do not take card payments themselves. They use Zonipay as their merchant of record, which means Zonipay is the business that sells the order to you and takes the payment on the store's behalf. That is why your bank shows ZONIPAY* followed by a short version of the store's name.
The store still prepared and shipped your order. We handle the payment side: the receipt, refunds, and any question about the charge itself. Card payments are processed by Stripe, and Zonipay never sees or stores your full card number.
Stores on Zonipay sell research-use-only materials to laboratories, institutions, businesses and qualified researchers aged 21 or over.
Start with your receipt email.
Search your inbox
When you paid, we sent a receipt from Zonipay on behalf of the store to the email address you used at checkout. Search for "Zonipay" and for the store name, and check your spam or promotions folder.
Read the receipt
It shows the store's full name, the order number, what you bought, the amount and how to contact the store.
Still nothing?
Someone else may have ordered with your card and their own email: a colleague, a lab manager, a family member. If that is not it, use the form below and we will look the order up for you.
Questions about the order go to the store.
The store knows your order best. Write to them for anything about shipping, tracking, a missing item, the wrong product, or documentation such as a certificate of analysis. Their contact details are on your receipt and on their website.
If the store has not replied within a few business days, or you cannot reach them at all, write to support@zonipay.com with your order number and we will step in. As the seller of record, we can act on a refund even when a store is slow to respond.
What every Zonipay store must offer.
Every store on Zonipay follows the same minimum standard. A store may offer more, never less.
- Items that arrive wrong or damaged, or never arrive, are refunded or replaced.
- Ask within 30 days of delivery. Ask the store first; we can help if you get no answer.
- Opened or reconstituted materials cannot be returned, because their condition can no longer be verified.
- Refunds go back to the card or wallet you paid with. They usually appear within 5 to 10 business days, depending on your bank.
The full terms are in our refund and returns policy.
If you did not make this purchase.
First, check the receipt search above and ask anyone who might use your card. If the charge is still unexplained, or you think your card has been used without permission, tell us:
Please include:
- the date and exact amount of the charge
- the text on your statement, for example
ZONIPAY* NORTHFIELD - the last 4 digits of the card
- your name, and the email address you would use for online orders
We look the order up, stop further orders on that card where it was not authorized, and refund unauthorized charges we confirm. If you suspect fraud, also tell your card issuer. You always keep the right to dispute a charge with your bank; our disputes policy explains how we handle both routes.
A reminder about what was sold.
Products sold by stores on Zonipay are for laboratory research use only. They are not drugs, foods, cosmetics or dietary supplements, and are not for human or veterinary use. Every buyer confirms this at checkout, and that confirmation is stored with the order.
If you believe a product was sold to someone under 21, or marketed for personal use, please tell our compliance team at compliance@zonipay.com.
We can look it up for you.
Give us a few details about the charge and we will reply by email with the store's name, the order and how to reach them. Business days, Monday to Friday, 9:00 to 18:00 ET.
We only need the last 4 digits of your card. That is enough to match the charge and cannot be used to make a payment.
Common questions.
Why does my statement say Zonipay and not the store?
Because Zonipay took the payment as the store's merchant of record. Card networks require the statement to name the business that charged you, so our name comes first and the store's name follows it.
I see the charge twice.
One of them is often a pending authorization that your bank releases after a few days, while the other is the final charge. If both are still there after a week, write to support@zonipay.com with the dates and amounts.
The amount is different from what I expected.
Check the receipt for shipping, taxes or an item added at checkout. If you paid in another currency, your bank may also have applied a conversion. The receipt shows exactly what Zonipay charged.
Should I contact my bank or you first?
Either is your right. Writing to the store or to us first is usually faster, because we can refund directly. If you think your card was stolen, tell your bank straight away as well.
Can I return an item I have opened?
No. Opened or reconstituted research materials cannot be returned. If an item arrived damaged or was not what you ordered, it is refunded or replaced under the refund policy.
Where are the terms of my purchase?
In our buyer terms of sale, which apply to every order sold through a Zonipay store.