FAQs

Find quick answers to our most common questions.

Order & Shipping

1. What payment methods do you accept?

We accept major credit cards, PayPal, and other secure payment options listed at checkout.
2. How can I check the status of my order?

After your order is placed, you will receive a confirmation email with a link to track your order status.
3. How much does shipping cost?

Shipping costs are calculated at checkout based on your delivery address and the size of your order. Free shipping may be available for qualifying orders.
4. Can I change or cancel my order after placing it?

If you need to change or cancel your order, please contact our customer service team right away. We’ll do our best to accommodate your request, though changes cannot be guaranteed. Once your order has shipped, we’re unable to make any modifications.
5. Do you ship internationally?

We currently ship to Canada, Australia, New Zealand, and the UAE. Please note that some addresses in these regions may not qualify. Enter your address at checkout to confirm shipping availability.

We’re working on expanding to additional locations soon.
6. Who is responsible for customs, duties, and taxes on international orders?

Customers are responsible for all customs, duties, and taxes associated with international orders. These fees are determined by the destination country and are not included in the purchase price or shipping cost.

Returns & Exchanges

1. What should I do if my product arrives damaged or defective?

If your product arrives damaged or is not working properly, please contact our customer service team at hello@zenimals.com within 7 days of receiving your order.
2. What is the return policy?

Our return policy lasts 30 days from the time you place your order if the Zenimal is returned in the original packaging and free from wear and damage. If 30 days have gone by since fulfillment, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging including the Zenimal charging cable and instruction manual.

A refund won't be issued if the item is not in its original condition, is damaged or missing parts for reasons due to user error.
3. How do I return a product?

To return a product, please visit our return center using the link provided here.
4. Are there any items that cannot be returned?

Certain products, including Additional Meditation Cards and Open Box Devices, are final sale and cannot be returned or exchanged.
5. When will I receive my refund?

Refunds are processed within 3–5 business days after your returned item has been received and inspected. The amount will be credited to your original payment method, minus the return shipping cost.
6. Can I exchange items?

We only replace items if they are defective not due to user error or misuse. If you need to exchange it for the same item, send us an email at hello@zenimals.com.

Account

1. How do I create an account?

Click the “Account” icon located on the right side of our website, then follow the prompts to enter your information and create your account.
2. How do I update my personal information?

Log in to your account, go to “Account Settings” or “Profile,” and edit your personal details as needed.

Original Zenimal Device

1. What is Zenimal?

A screen-free device designed to help children, adolescents and adults cultivate mindfulness through three guided meditations and three sleep sounds.
2. Is there volume control?

Yes, the Zenimal volume control is on either side of the power button.
3. What color does Zenimal Kids come in?

The Zenimal Kids comes with a teal shell. We offer four other colors sold separately here.
4. How do I power the Zenimal device on and off?

Press and hold power button on the front of the device for 3 seconds to power on/off. A singing bowl sound will play to indicate this function. It will nod off to sleep 5 minutes after the meditation is over to preserve the battery. Check out helpful videos here.
5. How do I listen to Zenimal?

Zenimal is heard through the built-in speaker or by utilizing the earphone jack with headphones (headphones not included).
6. How many guided meditations are there?

Zenimal® has nine (9) guided meditations. Tracks include sleep, gratitude, stillness, breath, creativity, relaxation, empathy, feelings and warmth (healing). Check out our guide to the 9 meditations here.
7. Why are the additional meditation cards so expensive?

We believe in fairly compensating the writers, voiceover artists, and musicians who bring our meditations to life. Each set of nine meditations costs about the same as two children’s books, reflecting both their value and the care that goes into creating them.
8. Which meditation track should I use?

Although you can use any meditation track throughout the day, we recommend the gratitude track in the morning and the sleep track before bed. Check out our guide to the 9 meditations here.
9. How long are the mediation tracks?

Preloaded meditation tracks range from 3 to 15 minutes and include relaxing music that continues for three minutes after the guided portion ends. You can listen to sample meditations on the product page here. Longer variations of meditations and soothing sounds are available through our Additional Meditation Cards.
10. Is the unit waterproof?

No, the device is not waterproof. Do not ever submerge Zenimal device in water.

The silicone cover can be removed and washed with mild soap and water. BE SURE THE COVER IS COMPLETELY DRY BEFORE PLACING BACK ON THE BASE UNIT. Watch our YouTube How To Clean a Zenimal video.
11. How do I charge and check battery life on Zenimal device?

The base unit has a battery Status LED light to check battery life. If the battery is below 10%, the LED will flash red for 15 seconds when unit is powered on. The supplied micro-USB cord is used for battery charging, which takes three hours for a full charge.
12. How can I clean my Zenimal?

Remove the silicone cover and wash with warm water and mild soap. Be sure to rinse and allow the cover to completely dry before putting it back on the base unit. The Zenimal® base unit can be wiped clean with a damp cloth.  A video can be watched here.
13. Is there a warranty?

Refer to our warranty policy here.
14. Is the unit portable?

Yes, Zenimal is small and weighs only 6.3 ounces, making it easy to transport to school, work, extracurricular activities, etc.
15. What is included in the box?

Each Zenimal device comes with the base unit packaged with the silicone shell, rechargeable battery, cable, and quick start guide.
16. Is Zenimal Kids safe to leave in the child’s room?

Yes, it has been tested and meets all government regulations for children's products. Headphone use should be supervised by an adult, especially at night.
17. How is Zenimal powered?

It is powered by a rechargeable battery that has an 7-hour playtime capacity between charges. It is operational when charging.
18. Is the decibel range safe for my child’s hearing?

Yes, the built-in speaker is safe for children. If using headphones, children should be supervised for volume control or use decibel regulated children’s headphones.
19. Where is the Zenimal manufactured?

Zenimal was designed in Los Angeles and responsibly manufactured in the POC.
20. What certifications does Zenimal Kids have?

Zenimal Kids has passed CE, WEEE, CP65, FCC, CPSC, CPC, EMC, UN-Dot 38.3, and RoHS.
21. What is mindfulness?

Mindfulness is peacefully paying attention to your feelings, thoughts, and bodily sensations in the present moment without judgment.
22. How do I prepare my child to meditate?

First, it’s imperative to release any expectations. It can be helpful to educate the child that Zenimal Kids is not a toy, but instead a valuable tool to help them and should be cared for as such.  Find a quiet time in their day (usually at bedtime) to begin and we suggest parents participate, especially for their first session. 

Our nine guided meditations page can help navigate this introduction.
23. Who writes the meditations?

The meditations are written in house by Zenimal® with input from child psychiatrists and specialists.
24. When is the best time of day to meditate?

Introduce children to the sleep meditation to ease the child into the idea of sitting still for an extended amount of time. Their bodies and minds are accustomed to quieting down at night. Check out our guide to the meditations here.
25. What device do I have?

On the bottom of your Zenimal device, you will see a small model number along the edge of the circle. A 1.0 device will say zen101trtl. A 2.0 device will say Zenimal+. All Zenimals sold after May 6th, 2021 are 2.0. If you have any questions, please write us at hello@zenimals.com.

Zenimal Connect

1. What is Zenimal Connect?

Zenimal Connect is a screen-free meditation device that provides guided meditations, soothing music, and sleep tracks through a simple, portable audio player. It features a built-in speaker, earphone jack, customizable content through a companion app, nightlight, and haptic feedback.
2. Do I need the app to use Zenimal?

No, the app is not required to start using the device. Zenimal comes preloaded with default meditation and background music tracks and works independently. The app is a companion tool for customizing content, managing tracks, and accessing AI-generated meditations.
3. How do I turn the device on and off?

Hold the Power button for three seconds to turn Zenimal on or off. During power-up or power-down, a greeting chime and animation will play.
4. What comes in the box?

Zenimal Connect device, USB-C charging cable, and quick start guide.
5. How many meditation buttons does Zenimal have?

Zenimal has 8 meditation buttons. Each button can be assigned to a different meditation track through the app.
6. What do the different buttons do?
  • Power button: Powers device on/off, switches background music tracks, pauses/resumes meditation
  • 8 meditation buttons: Each plays a specific meditation track
  • Volume buttons: Adjust volume up or down
  • Nightlight button: Controls the nightlight brightness
  • NFC tag: For easy app pairing
7. How do the 3 operating modes work?
  1. Greeting Mode: Activates automatically during power-up/power-down with a chime and animation
  2. Background Mode: Plays background music automatically after greeting or when charging after a meditation ends
  3. Meditation Mode: Plays meditation tracks when you press a meditation button
8. How do I use the nightlight?

Short press the nightlight button to turn it on. Continue pressing to cycle through four settings: off, high, medium, and low brightness.

Note: The nightlight automatically turns off while connecting to the app.
9. Can I lock the device?

Yes. Hold both volume buttons for 3 seconds to lock or unlock the device. A quick vibration and flash of the volume buttons signals successful lock/unlock. While locked, the device is unresponsive to all button presses.
10. How do I charge Zenimal?

Charge Zenimal with the included USB-C cable. The Power button will glow and pulse to show it is charging. Once fully charged, the Power button will glow steadily.
11. What happens when the device is charging?

While charging, Zenimal never goes to sleep. If the device is powered on and charging after a meditation ends, it will automatically switch to Background mode and play background music.
12. Will the device play music if it's powered off and charging?

No. If the device is powered off and charging, it will not play anything. The device must be powered on to play background music while charging.
13. When does the device automatically turn off?

If not charging, Zenimal turns itself off to save battery when:

  • 60 minutes of continuous background music have played
  • A meditation ends
  • A meditation has been paused for 3 minutes
14. What are the background music tracks?

The device comes preloaded with three background sleep tracks including white noise, ocean waves, and relaxing music that are stored under the Power button. These tracks automatically play when the device is in Background mode and can be changed through the app.
15. How do I switch between background music tracks?

Short press the Power button while in Background mode to cycle between the 3 tracks.
16. Can I customize the background music tracks?

Yes. Through the Zenimal app, you can customize and replace the 3 background music tracks on the Power button with your preferred content.
17. How do I play a meditation?

Short press any of the 8 meditation buttons while Zenimal is turned on.
18. How do I pause or resume a meditation?
  • To pause: Short press the Power button while meditation is playing
  • To resume: Short press either the Power button or the same meditation button
19. How do I restart a meditation from the beginning?

Hold the current meditation button for 3 seconds.
20. What happens after a meditation ends?
  • If not charging: The device goes to sleep
  • If charging: The device switches to Background mode and plays background music
21. How do I connect Zenimal to the app?

There are two ways:

  1. Hold the nightlight button for 3 seconds while Zenimal is turned on
  2. Tap your phone on Zenimal's NFC tag (this also powers on the device if it's off)

A spinning LED shows Bluetooth is searching for the app (about 30 seconds). A vibration and sound play when successfully connected.
22. What can I do with the app?

Through the app, you can:

  • Customize meditation tracks on the device
  • Replace the 3 background music tracks
  • Access AI-generated personalized meditations
  • Record custom tracks
  • Manage and sync content to your device
  • Customize nightlight settings
  • Customize haptic settings (coming soon!)
23. Does the device work while connected to the app?

Yes, Zenimal remains fully functional while connected to the app. The only exception is that the nightlight temporarily turns off during connection.
24. Will the device turn off while connected to the app?

No, Zenimal never goes to sleep while connected to the app or while transferring files.
25. Does Zenimal have a built-in speaker?

Yes, Zenimal has a built-in speaker for playing audio.
26. Can I use headphones or earphones?

Yes. Zenimal has an earphone jack for private listening.
27. How do I adjust the volume?

Short press or hold a volume button to increase or decrease volume. A short beep and quick flash will play when the maximum or minimum level is reached.
28. Do I need a subscription?

No, the device works without a subscription using the preloaded content. The free plan allows you to manage your device and nightlight, access the eight preloaded meditation tracks, preview the premium content library, and use basic device controls for all devices. An optional premium subscription unlocks additional features such as full access to the premium content library, the ability to create unlimited custom recordings, upload recordings to devices, and more.
29. What's included with the subscription?

The subscription provides access to:

  • AI-tailored custom meditations based on usage and prompts
  • Unlimited content library
  • Continuous new content releases
30. How do I reset the device?

To hard reset Zenimal, press the reset button on the device bottom for 2 seconds.
31. Why won't my device connect to the app?

Make sure:

  • Bluetooth is enabled on your phone
  • The device is powered on
  • You're holding the nightlight button for 3 seconds OR tapping the NFC tag
  • The device is showing the spinning LED (searching for app)
  • You're within 30 seconds of activating Bluetooth
32. The device turned off unexpectedly. Why?

This is normal battery-saving behavior. If not charging, the device automatically turns off after:

  • 60 minutes of continuous background music
  • A meditation ends
  • 3 minutes of meditation being paused
33. Can I cancel the auto-sleep during the fade-out?

Yes, during the approximately 10-second fade-out before sleep, pressing any button will cancel the sequence and reset all sleep timers.
34. Is Zenimal waterproof?

No, Zenimal is not waterproof.
35. How do I clean my Zenimal?

The silicone shell can be removed and cleaned:

  • Place in the dishwasher, or
  • Hand wash with soap and water
  • Make sure the shell is dried completely before putting it back on

The base unit should be wiped clean with a slightly damp cloth. Do not submerge the base unit in water.
36. What charging cable does it use?

USB-C cable included with the purchase of the device.
37. Does Zenimal have a microphone?

No, Zenimal does not have a microphone. Recording custom tracks is done through the mobile app, not on the device itself.
38. Does Zenimal collect any personal data?

Zenimal was designed with privacy in mind. The device has no GPS functionality, no microphone, and does not collect biometric data. User research indicated strong privacy concerns, so the app focuses only on audio control features without tracking metrics or social features.
39. Does Zenimal connect to Bluetooth headphones?

No, the original Zenimal Kids and Zenimal Teen/Adult devices only include a headphone jack for private listening. The Zenimal Connect device supports wired headphones, and Bluetooth headphone connectivity will be available soon.
40. Is the app free?

Yes, basic access to the app is free. It includes the following features:

  • Full device management and nightlight control
  • Original 8 meditation tracks (device specific)
  • Ability to preview the premium content library
  • Basic device controls for all connected devices
41. What does the paid version of the app include?

For $4.99 a month, you get access to the following features:

  • Full device management and nightlight control
  • Original 8 meditation tracks (device specific)
  • Ability to preview the premium content library
  • Basic device controls for all connected devices
  • Full premium content library with over 100 meditations
  • Ability to create unlimited custom recordings
  • Option to upload recordings directly to devices
  • Device evolution mode (Kids to Teen/Adult)
  • Premium features available on two devices
  • Monthly additions of new content
42. Is Zenimal Connect screen-free?

Yes, Zenimal Connect remains completely screen-free, allowing the end user to experience calm without the need for connectivity. The app is designed solely for parents, caregivers, and adults, giving them control over device management, content, settings, and more without involving the child. Once the desired content is synced and uploaded, the Zenimal Connect disconnects from internet connectivity.
43. Do the additional meditation cards work with the device?

No, the Zenimal Connect device does not use additional meditation cards. All content expansion is managed through the app.
44. Is Zenimal Connect FSA/HSA eligible?

Yes, the Zenimal Connect device and the device + subscription bundle are both FSA/HSA eligible.

You can use your FSA or HSA card at checkout by selecting Flex as your payment method. Please note that the subscription by itself is not FSA/HSA eligible, and purchases of the device and subscription made separately do not qualify for FSA/HSA payment.

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Email

hello@zenimals.com

Business Hours

Monday through Friday, 9 AM to 5 PM EST