1. Getting Started
What products does Zima offer?
At Zima, we create more than just hardware—we provide a complete ecosystem designed to empower creators, tech enthusiasts, and DIY innovators to take control of their digital lives:
- ZimaBoard: The world's first affordable home server, ideal for managing your own private cloud and hosting your data securely.
- ZimaBlade: A versatile single-board computer for DIY enthusiasts, enabling custom projects like media servers, network management, and more.
- ZimaCube: Our flagship solution for creators and professionals, offering powerful performance with support for local AI models, advanced media storage, and personal cloud functionalities.
- CasaOS: The heart of our ecosystem, a simple, intuitive home cloud system that runs on all Zima products, making data and device management seamless.
- ZimaOS: A dedicated operating system for ZimaCube, built for stability, unified data management, and local AI workflows.
Our products are designed to give you full control over your digital world—private, powerful, and seamless.
How do I choose the right product for my needs?
Choosing the right Zima product depends on your goals:
- For home servers and private cloud setups: Start with ZimaBoard, perfect for managing personal data securely and affordably.
- For DIY projects and custom applications: Go with ZimaBlade, a flexible single-board computer designed for enthusiasts.
- For creators and professionals needing high performance: Choose ZimaCube, ideal for advanced media storage, local AI workflows, and heavy data tasks. Pair any Zima device with ZimaOS for easy, unified management of your data, devices, and applications.
Where can I find technical specifications and compatibility information?
You can find detailed technical specifications and compatibility information on each product's description page in the Specs section.
For additional setup guides or tutorials, visit our documentation page here.
If you need more details or specific assistance, our tech support team is happy to help. Just send us an email at support@icewhale.org.
Do Zima products support third-party software or integrations?
Yes, Zima products are highly flexible and support third-party applications like Plex, Docker, Kubernetes, and many others.
Our team and community are always happy to assist if you need help with third-party software setup or integration. Join our discord or forum for more details.
2. Placing an Order
How do I place an order?
Placing an order is easy:
- Visit Zima Store Online and browse the Products section to find what you need.
- Select your desired product, configure any options if available, and click Add to Cart.
- Proceed to checkout, where you can review your order, apply any discount codes, and enter your shipping and payment details.
- During checkout, the shipping cost and any applicable taxes will be calculated and displayed on the checkout page, before you confirm your purchase.
- Confirm your order, and you'll receive an order confirmation email shortly after.
If you need assistance during the process, feel free to contact us at shop@icewhale.org—we're happy to help!
Can I apply discount codes?
Absolutely! Here are some ways to enjoy discounts and special offers from Zima:
- Welcome Gift for New Members: When you subscribe to our newsletter, you'll receive a special discount code bundle for ZimaBoard, ZimaBlade, and ZimaCube as a thank-you for joining the Zima community.
- For Bulk or Wholesale Orders: If you're planning to buy in bulk for a project or wholesale, please contact us at shop@icewhale.org, and we'll provide tailored pricing and support for your needs.
- Zima Member Day Campaign: To thank our loyal community, we host a Zima Member Day campaign on the 13th–15th of every month with exclusive discounts.
- Special Offers Collection: We also have random special offers available in our Special Savings Corner. Be sure to check this page regularly for limited-time deals!
What payment methods do you accept?
We accept a wide range of payment methods to make your shopping experience easy and convenient:
- Credit and Debit Cards: Visa, Mastercard, American Express, JCB, and UnionPay
- Digital Wallets: Apple Pay, PayPal, and Klarna
- Other Options: Klarna for flexible payment plans
If you have any questions or need assistance with payment, feel free to contact us at shop@icewhale.org
How can I check if an item is in stock?
If an item is available, you'll be able to place an order directly and select your desired quantity on the product page.
If an item is out of stock, it will be marked with an “Out of Stock” label, and you won't be able to choose a quantity or add it to your cart.
If you have any questions about availability, feel free to reach out to us at shop@icewhale.org for assistance.
3. Shipping and Delivery
What are the shipping options and delivery times?
We offer a variety of shipping options depending on the items you purchase, your location, and the stock availability in our warehouses (located in China, Hong Kong, and the USA).
Typically, we ship orders using trusted carriers like YunExpress, 4PX, DHL, UPS, and others. Orders are usually processed and shipped within 72 hours after payment is confirmed.
Delivery times vary based on your location and the shipping method, but international orders typically arrive within 8–15 business days.
If you have specific shipping requirements or questions about your order, feel free to contact us at shop@icewhale.org, and we'll be happy to assist!
Do you ship internationally?
Yes, we ship to almost every country around the world—so you can place your order with confidence!
Shipping costs will be calculated and displayed at checkout based on your location and the items in your cart.
If you have any questions about international shipping or need assistance, feel free to contact us at shop@icewhale.org.
How can I track my order?
We'll keep you updated every step of the way!
- After placing your order, you'll receive a confirmation email with your order details.
- Once your order has been shipped, we'll send you a notification with tracking information.
- You'll also receive updates when your order is in transit and when it's out for delivery.
- Additionally, you can track your shipment anytime by visiting your order page and clicking on the tracking number provided.
4. Taxes, Duties, and Fees
Will I need to pay customs duties or import taxes?
It depends on your location:
- For European countries: We collect taxes directly at checkout. The applicable taxes will be calculated and displayed when you place your order.
- For countries outside Europe: We don't collect taxes on our side. If your local customs requires import duties or taxes, it will be the buyer's responsibility to pay them.
- For business imports: If you're importing on behalf of a company and can provide a valid tax number, please contact us through our online chat or email us at shop@icewhale.org to assistance.
Are there additional fees for international orders?
On our side, the only additional fees for international orders are:
- Taxes (for European countries only): These are calculated and displayed at checkout.
- Shipping costs: Based on your location and the items in your order, also displayed at checkout.
Please note that for countries outside Europe, any additional customs duties or import taxes required by your local authorities will be the buyer's responsibility. If you have questions or concerns about fees, feel free to contact us at shop@icewhale.org.
5. Order Changes and Cancellations
Can I modify my order after placing it?
Yes, you can modify your order before it has been shipped. Simply chat with us online or contact us at shop@icewhale.org, and we'll assist you with the changes.
However, once the order has been shipped, we're unable to process modifications.
If you have any questions, feel free to reach out—we're here to help!
How do I cancel an order?
You can cancel your order before it has been shipped by chatting with us online or contacting us at shop@icewhale.org.
If the order has already been shipped, cancellation won't be possible, but you may be able to initiate a return once it arrives.
Feel free to reach out, and we'll assist you with the process!
What if I entered the wrong shipping address?
If you've entered the wrong shipping address, please contact us as soon as possible. You can chat with us online or email us at shop@icewhale.org, and we'll update the address for you if the order hasn't been shipped yet.
If the order has already been shipped, we'll do our best to help, but changes may no longer be possible.
6. Returns and Refunds
What is your return policy?
We accept returns within 14 days of delivery, as long as the product and packaging are in their original, intact condition.
For cases where the return is due to personal preference or a change of mind, customers will need to cover the return shipping cost.
If you'd like to start a return or have questions about the process, please contact us at info@icewhale.org, and we'll be happy to assist!
How do I initiate a return?
To initiate a return, follow these steps:
- Ensure the product and packaging are in their original, intact condition. Returns are accepted within 14 days of delivery, no questions asked.
- Contact us at info@icewhale.org to start the process. Our team will provide you with the return instructions and the address of the nearest warehouse.
When will I receive my refund?
Once our warehouse receives your returned package and completes the inspection to ensure everything is in order, we will process your refund immediately. The amount will be returned to your original payment method.
If you have any questions about the status of your refund, feel free to contact us at info@icewhale.org.
Can I exchange my item for another product?
Exchanges depend on the reason for the request:
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If you want to exchange for a different item:
- Follow our 14-day return policy to return the original item in its original, intact condition.
- Once your return is processed and refunded, you can place a new order for the item you want.
- Please note, you'll need to cover the return shipping cost.
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If there's a quality issue with the item you received:
- If the issue cannot be resolved after troubleshooting with our technical team, we'll arrange a replacement for the same product or provide repair service.
- Contact us at support@icewhale.org for assistance, and we'll guide you through the return and replacement process or other solutions.
For any questions or to begin the process, please get in touch with us at support@icewhale.org. We're here to help!
7. Warranty Information
What warranty comes with my product?
We offer the following warranty coverage for our products:
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ZimaBoard, ZimaBlade, and ZimaCube:
- 1-year warranty worldwide.
- 2-year warranty for customers in European countries, in compliance with EU regulations.
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Accessories (excluding boards, blades, and cubes):
- 1-year warranty worldwide.
How do I make a warranty claim?
To initiate a warranty claim, please follow these steps:
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Contact Our Technical Support Team:
Email support@icewhale.org with details about your issue. Please include:- A description of the problem.
- Any relevant photos or videos demonstrating the issue.
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Troubleshooting First:
Our support team will assist you with troubleshooting to identify and resolve the issue, if possible. -
Case Escalation:
If the issue cannot be resolved through troubleshooting, the support team will escalate your case to the appropriate team to process your warranty claim and provide a solution (replacement, repair, refund, or other).
8. Special Offers and Promotions
How do I stay updated on special offers?
Stay in the loop for all our promotions and campaigns through these channels:
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Subscribe to Our Emails:
- Be the first to know about Zima Member Day campaigns, holiday promotions, flash sales, and special events. We'll send updates straight to your inbox.
- Join Our Community:
- Follow Us on Social Media:
Can I combine multiple discount codes?
The ability to combine discount codes depends on the specific campaign and its rules. You can check the eligibility and combination options directly on the checkout page when applying your codes.
If you're unsure or have any questions, feel free to contact us at shop@icewhale.org, and we'll be happy to assist!
What are the terms and conditions for using discount codes?
Discount codes come with specific rules, which may include:
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Expiration Date:
- Most codes have a set validity period. Be sure to use your code before it expires, as expired codes cannot be redeemed.
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One-Time Use:
- Some codes are limited to one use per customer.
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Minimum Purchase Requirements:
- Certain codes may require a minimum order amount or specific product categories to apply.
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Specific Use Cases:
- Some codes apply only to particular products, entire orders, or shipping costs.
9. Customer Account and Privacy
Do I need an account to place an order?
No, you don't need an account to place an order. You can checkout as a guest.
Once your order is placed, we'll send you notification emails to keep you updated on your order status, including:
- Order confirmation
- Shipping and tracking details
- Delivery updates
- And more
If you have any questions or need assistance, feel free to contact us at shop@icewhale.org.
How do I create an account and manage my information?
You can create an account by visiting this link: Create Account.
To manage your account details:
- Log in to your account.
- Click 'View Addresses' to edit your shipping details.
We're always here to help if you have any questions!
How is my data protected?
We take your privacy and data security very seriously. All personal information provided during your purchase is securely managed through Shopify, a trusted e-commerce platform with industry-standard protections.
For more details about how your data is handled and protected, please review our Privacy Policy.
If you have any additional concerns, feel free to contact us at shop@icewhale.org.
