SHIPPING & DELIVERY POLICY
Last Updated: August 19, 2026
At ZELVIAE, we are committed to providing our customers with a reliable and convenient shopping experience from the moment an order is placed until it arrives at its destination.
This Shipping & Delivery Policy explains where we currently ship, how orders are processed, estimated delivery times, tracking information, customs and duties, address changes, delivery delays, and what to do if an order is lost or damaged.
By placing an order with ZELVIAE, you acknowledge and agree to the terms outlined in this policy.
1. SHIPPING DESTINATIONS
ZELVIAE currently ships eligible products to customers in the following regions:
- United States
- Canada
- Europe
Shipping availability may vary depending on the destination, product availability, carrier coverage, and other logistical considerations.
If shipping is unavailable to a particular location, the available shipping options will not be presented during checkout.
2. ORDER PROCESSING
Orders are processed after successful payment confirmation.
We make reasonable efforts to process orders promptly so that they can be handed over to the appropriate delivery carrier.
Processing may take additional time during:
- Major holidays;
- Promotional periods;
- High-volume sales events;
- Unexpected operational disruptions; or
- Circumstances beyond our reasonable control.
Once an order has been processed and handed to the shipping carrier, applicable tracking information may be provided to the customer.
3. ESTIMATED DELIVERY TIME
Our estimated delivery time is up to 7 days for eligible destinations.
The estimated delivery timeframe begins after the order has been processed and shipped, unless otherwise stated during checkout.
Delivery times may vary depending on:
- Destination country or region;
- Shipping carrier;
- Customs processing;
- Weather conditions;
- Public holidays;
- Transportation disruptions;
- Incorrect or incomplete address information; and
- Other circumstances outside our reasonable control.
Important
The stated delivery timeframe is an estimate and is not a guaranteed delivery date.
We make reasonable efforts to meet our estimated delivery timeframe but cannot guarantee delivery on a specific date.
4. SHIPPING COSTS
Applicable shipping charges, if any, will be displayed during checkout before the customer completes the purchase.
Shipping costs may vary depending on:
- Destination;
- Order size or weight;
- Shipping method;
- Carrier availability; and
- Promotional offers.
If free shipping is offered for a particular order or promotion, the applicable terms will be displayed during the relevant offer or checkout process.
5. TRACKING INFORMATION
Where tracking is available, customers may receive tracking information through the email address associated with their order.
Tracking information may take some time to become active after an order has been handed to the shipping carrier.
Customers can use the tracking information provided to monitor the progress of their shipment.
If tracking information does not update for an extended period, please contact us at:
Please include your order number so that we can investigate the shipment.
6. SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address during checkout.
Before submitting an order, please carefully review:
- Full name;
- Street address;
- Apartment, unit, or suite number where applicable;
- City;
- State or province;
- Postal/ZIP code; and
- Country.
If you discover that your shipping information is incorrect, contact us immediately at:
We will make reasonable efforts to assist with address corrections before the order is processed or shipped.
However, once an order has entered fulfillment or has been handed to the carrier, we cannot guarantee that the address can be changed.
7. INCORRECT OR INCOMPLETE ADDRESSES
If an order cannot be delivered because an incorrect or incomplete address was provided by the customer, additional shipping charges or other consequences may apply.
If the package is returned to us, please contact:
We will review the circumstances and determine the available options.
Where permitted by applicable law, ZELVIAE may not be responsible for delivery failures caused by incorrect or incomplete information supplied by the customer.
8. CUSTOMS, DUTIES, AND TAXES
International shipments may be subject to customs clearance, import duties, taxes, fees, or other charges imposed by the destination country or local authorities.
These charges can vary depending on the destination and applicable regulations.
Where such charges are not included in the purchase price or shipping charge, they may be the responsibility of the customer.
Customers are responsible for complying with applicable import requirements and providing any information reasonably necessary for customs clearance.
Customs processing may also affect the estimated delivery timeframe.
9. DELIVERY DELAYS
Although we aim to deliver orders within our estimated timeframe, unexpected delays can occasionally occur.
Potential causes include:
- Carrier delays;
- Severe weather;
- Customs inspections;
- Public holidays;
- Transportation disruptions;
- High shipping volumes;
- Incorrect address information;
- Government restrictions; or
- Other events outside our reasonable control.
If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact us at:
We will make reasonable efforts to assist and, where possible, provide information regarding the shipment.
10. LOST PACKAGES
If your tracking information indicates that a package has been delivered but you cannot locate it, please first check:
- Your mailbox or usual delivery location;
- Around your property;
- With household members or building management; and
- With neighbors where appropriate.
If the package remains missing, contact us at:
Please provide your order number and relevant tracking information.
We may work with the applicable shipping provider to investigate the shipment.
Any resolution will be determined based on the circumstances of the shipment, carrier information, applicable policies, and applicable law.
11. DAMAGED PACKAGES
If your package arrives visibly damaged, please contact us as soon as reasonably possible after delivery.
Please provide:
- Your order number;
- A description of the damage; and
- Clear photographs of the package and affected product.
Send the information to:
We will review the situation and determine the appropriate resolution in accordance with our Refund & Return Policy and applicable law.
12. FAILED OR REFUSED DELIVERY
If a delivery attempt is unsuccessful because the recipient is unavailable, the address is incorrect, the package is refused, or another delivery issue occurs, the shipping carrier may attempt redelivery or return the package to the sender depending on its procedures.
If a package is returned to ZELVIAE, please contact us at:
We will review the circumstances and determine the available options.
Additional shipping charges may apply when a new shipment is requested due to circumstances attributable to the customer, where permitted by applicable law.
13. MULTIPLE ITEMS IN ONE ORDER
Depending on product availability, fulfillment arrangements, and shipping logistics, products from the same order may occasionally be shipped separately.
If items are shipped separately, customers may receive more than one tracking notification.
You will not necessarily need to take any additional action when an order is divided into multiple shipments.
14. ORDER CHANGES AND CANCELLATIONS
If you need to change or cancel your order, please contact us as soon as possible:
We will make reasonable efforts to accommodate requests received before the order enters processing or fulfillment.
Once an order has been processed or shipped, changes or cancellations may no longer be possible.
If cancellation is no longer available, the customer may need to follow our Refund & Return Policy after receiving the order.
15. DELIVERY TO PO BOXES AND MILITARY ADDRESSES
Shipping availability to PO Boxes, military addresses, remote areas, or other restricted locations may vary depending on the destination and shipping carrier.
If a particular address cannot be served by the available shipping method, we may contact the customer to request an alternative address or provide another available solution.
16. SHIPPING COMMUNICATIONS
By placing an order with ZELVIAE, you may receive service-related communications necessary to fulfill and manage your purchase.
These may include:
- Order confirmation;
- Shipping confirmation;
- Tracking information;
- Delivery updates;
- Return or refund communications; and
- Other essential order-related messages.
These communications are transactional and may still be sent even if you have opted out of promotional marketing communications.
17. THIRD-PARTY SHIPPING PROVIDERS
ZELVIAE may use independent shipping carriers, logistics companies, fulfillment partners, and other service providers to deliver customer orders.
Once an order has been transferred to a shipping provider, certain aspects of transportation and delivery are controlled by that provider.
We will make reasonable efforts to assist customers with shipping issues, but carrier operations, customs procedures, weather events, and other external circumstances may be outside our direct control.
18. DELIVERY ESTIMATES AND UNFORESEEN EVENTS
Our up to 7-day estimated delivery timeframe is provided to help customers understand the expected delivery period.
It should not be interpreted as a guaranteed delivery commitment.
ZELVIAE will not be responsible for delays caused by circumstances beyond our reasonable control, including natural disasters, severe weather, customs delays, transportation disruptions, government actions, public emergencies, carrier disruptions, or other unforeseen events, except where liability cannot legally be excluded.
19. CONTACT US
If you have any questions about shipping or delivery, please contact our customer support team.
ZELVIAE
Website: zelviae.com
Email: support@zelviae.com
Business Address: 1111 6th Ave Ste 550, San Diego, CA, 92223, United States
When contacting us about an order, please include your order number so that we can assist you more efficiently.
Customer Support Hours:
Monday – Sunday
9:00 AM – 7:00 PM
We aim to respond to customer inquiries as promptly as reasonably possible.
© 2026 ZELVIAE. All rights reserved.