CONTACT AND CUSTOMER SUPPORT POLICY
Last update: September 21, 2026
1. CUSTOMER SERVICE
ZEROTRACCE provides an assistance service to support Customers in relation to:
- orders;
- products;
- shipments;
- deliveries;
- tracking;
- returns;
- refunds;
- right of withdrawal;
- legal warranty;
- problems related to products;
- information related to product safety;
- other requests related to purchases made on the site.
2. CONTACTS
The main assistance channel is email:
sirius.amerion@gmail.com
Customer service provides assistance in:
- Italian;
- French.
3. RESPONSE TIMES
ZEROTRACCE aims to respond to requests within 24–48 business hours.
Times may be longer in the presence of:
- high volumes of requests;
- holidays;
- checks with carriers or suppliers;
- technical checks;
- requests requiring additional documentation;
- exceptional circumstances.
The indicated response time does not constitute a legal deadline for fulfillment.
4. INFORMATION TO BE INCLUDED IN THE REQUEST
To allow for faster handling of the request, the Customer is invited to indicate:
- full name;
- order number, if available;
- email address used for the purchase;
- reason for the request;
- detailed description of the problem;
- any useful photographs or videos.
5. REQUESTS RELATED TO ORDERS
For questions related to an order already placed, the Customer must indicate the order number when available.
The order number allows for faster identification of the transaction and verification of available information.
6. REQUESTS RELATED TO SHIPMENTS
For problems related to shipment, the Customer is invited to provide:
- order number;
- tracking number, if available;
- description of the problem;
- any date of the last tracking update.
ZEROTRACCE will verify the available information and, when necessary, may perform checks with the carrier.
7. DAMAGED PRODUCT
If the received product shows damage, the Customer must contact customer service as soon as possible.
When available, it is useful to attach:
- photographs of the external packaging;
- photographs of the product;
- photographs of the shipping label;
- description of the damage.
The photographic documentation serves to facilitate the management of the report and does not limit the Customer's rights provided for by law.
8. INCORRECT PRODUCT
If the Customer receives a product different from the one ordered, they must contact customer service before independently making a return.
ZEROTRACCE will provide the necessary instructions after verifying the order.
9. MISSING ITEM
If one or more products are missing from the order, the Customer must contact customer service indicating:
- order number;
- received products;
- missing products.
ZEROTRACCE will verify the order and shipping data.
10. PROBLEMS WITH THE PRODUCT
In case of malfunction or problem related to the product, the Customer must describe the problem as precisely as possible.
When useful, ZEROTRACCE may request photographs, videos, or other information necessary to understand the problem.
The assistance procedure does not limit the Customer's rights arising from the legal warranty of conformity.
11. LEGAL WARRANTY
For requests related to a possible lack of conformity, the Customer can contact:
sirius.amerion@gmail.com
The request will be handled according to the applicable legislation regarding the legal warranty of conformity.
The Customer does not need to purchase any additional service to benefit from the legal warranty.
12. RIGHT OF WITHDRAWAL
To exercise the right of withdrawal, the Customer must communicate their decision within the term provided by law.
Complete procedures are indicated on the page:
"Right of Withdrawal"
published on the ZEROTRACCE website.
13. RETURNS AND REFUNDS
Procedures related to product returns, refunds, and any exchanges are indicated on the page:
"Returns and Refunds"
The Customer is invited to contact customer service before shipping a product when the return concerns a damaged, incorrect, defective, or non-conforming product.
14. PRE-PURCHASE ASSISTANCE
The Customer can also contact ZEROTRACCE before purchasing to request information related to the products available on the site.
The information provided by customer service is based on the characteristics and documentation available for the product.
15. TECHNICAL INFORMATION
When the Customer requests technical information, ZEROTRACCE will provide the information available in the product documentation.
Unverified technical specifications will not be communicated.
When a feature depends on the purchased model, the Customer must indicate the product in question.
16. INSTALLATION
For questions related to installation, the Customer must first consult the instructions provided with the product.
When necessary, customer service can provide clarifications on the available information.
The Customer must stop the installation if they detect damaged components, obvious incompatibilities, or other conditions that may compromise safety.
17. PRODUCT SAFETY
For reports related to product safety, the Customer must use:
sirius.amerion@gmail.com
When necessary, the Customer must indicate:
- product involved;
- identifier or model;
- order number;
- nature of the problem;
- any photographs or videos;
- circumstances of the event.
Safety-related reports may be handled with priority over regular commercial requests.
18. URGENT COMMUNICATIONS
If a situation related to a product presents an immediate risk to safety, the Customer must first stop using the product when necessary and take appropriate measures to avoid further risks.
ZEROTRACCE customer service does not replace public emergency services.
In case of emergency, the Customer must contact the competent emergency services.
19. COMPLAINTS
The Customer wishing to file a complaint can use:
sirius.amerion@gmail.com
The complaint must contain, when possible:
- order number;
- description of the problem;
- date of the event;
- solution requested by the Customer;
- any useful documentation.
ZEROTRACCE will examine the complaint and provide a response based on the information available and the applicable legislation.
20. REQUESTS RELATED TO PERSONAL DATA
Requests related to access, rectification, deletion, or other rights provided for by personal data protection legislation must be handled according to what is provided for in the Privacy Policy.
The Customer can use the following address:
sirius.amerion@gmail.com
21. NEWSLETTER AND COMMERCIAL COMMUNICATIONS
To change preferences related to commercial communications, the Customer can use the unsubscribe link present in the emails received or contact customer service.
The management of data and consents is governed by the Privacy Policy and the policy related to Newsletters and Email Marketing.
22. PAYMENT DATA
Customer service does not normally require the Customer to communicate via email:
- full bank card number;
- CVV code;
- password;
- security codes;
- access credentials to payment services.
The Customer must not send such information via email.
23. COMMUNICATION SECURITY
ZEROTRACCE will not ask the Customer to communicate via email sensitive payment information not necessary for order management.
In case of a suspicious request apparently coming from ZEROTRACCE, the Customer is invited to contact customer service using the official address:
sirius.amerion@gmail.com
24. ORDER-RELATED COMMUNICATIONS
Communications related to orders may be sent to the email address indicated by the Customer during the purchase process.
The Customer is responsible for the correctness of the email address provided.
25. CHANGE OF EMAIL ADDRESS
If the Customer wishes to provide an email address different from the one used for the order, a reasonable verification of identity or order data may be requested before modifying the information associated with the request.
26. HANDLING TIMES
Requests are handled based on their nature.
Requests requiring verification with third parties, such as carriers or suppliers, may take longer than ordinary informational requests.
The Customer will be informed when further time or information is needed.
27. ASSISTANCE CHANNELS
The official assistance channel published by ZEROTRACCE is:
Email:
sirius.amerion@gmail.com
Any additional assistance channels may be activated and indicated on the site in the future.
28. LANGUAGES
Customer service is available in:
Italian
French
Contractual information intended for Italian Customers is published in Italian.
29. SERVICE INFORMATION
ZEROTRACCE is committed to providing clear, relevant responses consistent with the information available on the products and the conditions applicable to the orders.
When an issue requires a specific assessment, the Customer will receive indications regarding the procedure to follow.
30. LIMITS OF ASSISTANCE
Customer service cannot modify the mandatory rights of the Customer provided for by law.
Any instructions provided by customer service must be interpreted in compliance with the Terms and Conditions of Sale and with the applicable legislation.
31. DOCUMENTATION
When necessary, the Customer may be invited to provide documents or information useful for the management of the request.
ZEROTRACCE will process such information according to the Privacy Policy and the applicable legislation regarding personal data protection.
32. RETENTION OF COMMUNICATIONS
Communications related to orders and assistance requests may be stored for the time necessary for the management of the request, for the fulfillment of legal obligations, and for the protection of the rights of the seller and the Customer.
The methods of personal data processing are described in the Privacy Policy.
33. CONTACTS
ZEROTRACCE
Amerion Group LLC
Email:
sirius.amerion@gmail.com
Customer service:
Italian and French
Indicative response time:
24–48 business hours.
34. SELLER IDENTITY
AMERION GROUP LLC
30 N Gould St #36862
Sheridan, WY 82801
USA
EIN: 32-0818127
Website:
zerotracce.com
Email:
sirius.amerion@gmail.com