Shipping Info & FAQS


WHAT TIME DO WE WORK?

Our team works Monday to Friday 10am-10pm PDT and 10am-10pm CET.

WHAT COUNTRIES DO WE SHIP TO?

We currently ship everywhere in the world. We provide insured delivery.

CAN I TRACK MY ORDER?

Once you have placed an order with us, you will receive an order confirmation email with all the details of your purchase and your order number. After your order has been processed and fulfilled, a shipping notification email will be sent including a tracking number and a link to follow the journey of your package. Please allow up to 3-8 business days for your tracking number to start moving after your initial shipping notification. If there is a problem with the tracking number you received after 3-8 business days, please contact us through email for further assistance. 

WHAT IS THE SHIPPING COST?

We provide Insured shipping for all our products. 

$4.95 / €3.95 flat rate shipping on all international orders below $69.

Free & Insured shipping on all international orders over $69.

Note: For orders shipped to Southern America and Africa there might be some additional delivery cost applied (4.95$ extra).

WHAT COURIER WILL BE USED FOR THE DELIVERY?

The courier service actually depends on our fulfilment center. This is because our product is sourced from different countries to ensure that you get the best price for it.  

WHAT IF I AM NOT HOME DURING THE DELIVERY?

Anyone at home can receive the package on behalf of the customer. Usually (but not always) the postman will leave a collection slip if nobody is at home and you may collect your parcel at your nearest post office. We are not responsible for unclaimed packages.

I ORDERED MORE THAN 1 ITEM, AND I HAVE ONLY RECEIVED ONE ITEM, WHY IS THAT?

We do our best to reduce cost on your end so that you don't have to pay high taxes/premiums to get your items. If you place an order with us for multiple items it is more than likely going to be shipped in more than one package.  Please allow some time for all of your items to arrive.

HOW LONG IS ORDER PROCESSING TIME?

Our products are patented and produced only in one factory in the world. Due to this fact the order processing time takes between 3-8 business days.

HOW LONG IS THE SHIPPING TIME?

U.S orders will be shipped via USPS and International Orders will be shipped depending on the fulfillment center the product is from. 

Transit Times to:

United States, Canada, Australia, New Zealand: 5 - 18 business days  (average time 10 business days)

Italy, Germany, United Kingdom, France & All other European Countries: 5 - 20 business days (average time 12 business days)

PACKAGE HAS "DELIVERED" STATUS, BUT NOT DELIVERED?

All of our shipments include a tracking number with delivery confirmation. If the tracking information confirms that the item has been delivered to your delivery address but you have not received your order, please contact your local post to investigate the issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. 

UNCLAIMED PACKAGES?

We cannot be held accountable for unclaimed packages where tracking information states the package could not be delivered to your order address. 

WHERE ARE YOUR ITEMS SHIPPED FROM?

Orders are shipped from our warehouses in United States, Singapore, China and Sweden. As our items are stored in several warehouses, your order may be shipped in separate packages.

DO I HAVE TO PAY ANY TARIFFS OR CUSTOM TAX ON THE PRODUCTS?

ZenElephants cannot be held responsible for any custom charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee (however this is very rare situation). ZenElephants is not responsible for packages sent to the wrong address, or refunding/replacing packages in these cases. The customer is responsible for filing all claims.

I PLACED AN ORDER BUT I DIDN'T RECEIVE A CONFIRMATION EMAIL ... WHAT'S GOING ON?

Please make sure your email is correct when you place an order. Kindly check your SPAM folder to see if your confirmation email was sent there. If there is still no confirmation email, please email our support team at support@zenelephants.com

I WANT TO CHANGE MY ORDER / ADDRESS, CAN I?

Though we highly encourage you double check colors, sizes and addresses prior to placing an order with us, we fully understand that things come up and mistakes can be made.  We process orders the next day they are placed.  If a change needs to be made to your order please contact us at support@zenelephants.com within 24 hours and we will do our best to accommodate that change, BUT we can not make any promises.  If the item(s) has already been shipped from our fulfillment center we cannot make changes to the order.  In that case, you can send the wrong item to the nearest Regional Warehouse and once received we can send out a corrected item. Please contact us to find out where is the nearest Regional Warehouse from your country.

I HAVE A QUESTION ON MY ORDER OR ON YOUR STORE THAT IS NOT YET ANSWERED HERE, HOW DO I GET A HOLD OF YOU?

Please email us at support@zenelephants.com and we'll respond as soon as we can :)