Shipping policy
Shipping & Delivery – ZELO
Last updated: February 2026
Processing Time
All orders are processed within 1–3 business days after payment confirmation. Once your order has been dispatched, you will receive a shipping confirmation via email.
Estimated Delivery Times
Estimated delivery time is 5–18 business days depending on the destination country and current logistics conditions, although shipping may take longer in times of high demand.
Please note that delivery times are estimates and not guaranteed. Delays may occur due to high demand, customs processing, weather conditions, or carrier-related issues.
Packaging Updates
From time to time, products may be shipped in updated, rebranded, or alternative packaging. The appearance of the bottle, label, branding, product name, or outer packaging may differ from images shown on our website or in previous orders.
These packaging updates do not affect the ingredients, formulation, intended use, quality, or authenticity of the product. Customers may therefore receive packaging that differs from the product images displayed at the time of purchase.
Receipt of updated or alternative packaging does not constitute delivery of an incorrect item.
Order Tracking
As soon as your order ships, you will receive a tracking link (where available) so you can monitor the progress of your delivery at any time.
If tracking has not updated for several days, this usually means the parcel is still in transit between international logistics hubs.
Shipping Costs
Shipping costs are calculated at checkout based on your delivery address and order size.
From time to time, we may offer free shipping promotions.
Incorrect Address Information
Customers are responsible for providing accurate and complete shipping details.
If an incorrect or incomplete address is submitted and the order has already been processed, we may not be able to make changes.
If a parcel is returned due to addressing issues, customers may be responsible for reshipping costs.
Delivery Issues
Marked as Delivered but Not Received
If your tracking shows “delivered” but you cannot locate your package, please:
-
Check with household members
-
Verify your mailbox or safe place
-
Ask neighbors
-
Contact your local carrier
If the parcel still cannot be found, contact us within 7 days so we can assist you.
Lost Parcels
If a shipment is confirmed lost by the carrier, we will gladly arrange a free replacement shipment. If a replacement is not possible, a refund will be issued.
Damaged Shipments
If your order arrives damaged, please contact us within 48 hours of delivery and include clear photos of:
-
the shipping packaging
-
the product
-
the shipping label
We will resolve the issue as quickly as possible.
Refused or Unclaimed Shipments
Parcels that are refused or not collected and returned to our logistics partner may be subject to return handling and reshipping fees.
Questions?
Our support team is here to help.
We aim to respond within 1–3 business days, although may take longer.