Shipping and Delivery

Shipping and Delivery

This policy explains how orders are processed, where they ship from, the current delivery estimate, the shipping fee, and what to do if a shipment is delayed or arrives with a problem. Delivery information below is provided to help you plan; estimated transit times are not guaranteed arrival dates.

1. Order Processing

Orders are generally processed within 1 business day after submission and payment acceptance. Processing covers order review and preparation before dispatch and is separate from the delivery time. If an order requires additional review or information, processing may take longer; we will contact you where possible.

2. Shipping Origin

Orders are shipped from a warehouse in Chicago, United States. The registered business address listed in the Company Details section is not the shipping warehouse address and should not be used for shipping inquiries or return shipments unless customer support provides specific instructions.

3. Delivery Estimates

For all destinations to which the store ships, estimated delivery is 3–5 business days after dispatch. The estimate begins after the order leaves the warehouse and does not include the processing period. Actual transit may vary due to carrier operations, weather, holidays, customs procedures where applicable, address conditions, or other events outside our reasonable control.

4. Shipping Fee

A flat shipping fee of $5.99 applies per order. The shipping charge and any applicable taxes or other charges are shown during checkout before you submit the order. Please review the complete total and delivery address before completing your purchase.

5. Tracking Updates

When tracking information is available, it will be included in an order or shipping notification sent to the contact information provided at checkout. A carrier's tracking page may take time to show its first scan or may have gaps between updates while the package is moving through the delivery network.

If you do not receive tracking information or the tracking link does not work, contact customer support with your order number. We will review the shipment information available to us.

6. Delivery Address and Receipt

Please enter a complete and accurate shipping address at checkout, including apartment, unit, or other delivery details where needed. If you notice an error after placing your order, contact us promptly. We can request a change when possible, but an address may no longer be changeable after an order has entered processing or has been dispatched.

When a package is marked delivered, check the delivery location and any carrier notice, and ask household members or building staff if appropriate. If you still cannot locate it, contact us with your order number and tracking information.

7. Delays and Lost Packages

If delivery takes longer than the estimated window or tracking suggests a package may be lost, email service@zelqvia.com. Include your order number, tracking number, and the date of the latest carrier update. We will review the available tracking information and contact you to discuss a resolution. If a package is confirmed lost, please contact customer support so the case can be reviewed and handled with you.

8. Damaged, Incorrect, or Incomplete Deliveries

If your order arrives damaged, incorrect, or missing components, contact us promptly. Provide your order number, explain the issue, and attach clear photos of the product and packaging where possible. We aim to review the information and contact you within 1–3 business days to discuss next steps.

9. Shipping Questions

For help with order processing, tracking, or delivery, contact service@zelqvia.com or call +86 189 8628 0781 during the customer service hours shown above.

How the Delivery Estimate Is Counted

The 3–5 business day estimate begins after dispatch, not when the order is first submitted. Order processing is generally completed within 1 business day after the order is submitted and payment is accepted. Weekends and applicable holidays are not counted as business days for these estimates. The estimate is provided for planning and is not a guarantee that a carrier will deliver on a particular date.

Checking Your Shipping Information

Before completing checkout, confirm that the recipient name, street address, unit or apartment number, city, region, postal code, and contact details are complete and correctly entered. A missing apartment number, incorrect postal code, or other address issue can make delivery more difficult. If you notice a mistake after ordering, contact support as soon as possible with the order number and corrected information. We will review whether the order can still be updated, but a change cannot be guaranteed after processing or dispatch.

Understanding Tracking Activity

Tracking information is supplied when available after dispatch. A label may be created before a carrier scan appears, so the tracking page may initially show limited information. During transit, scans can be separated by time or location. A temporary gap does not by itself establish that a parcel has been lost. If there has been an extended period without movement or the delivery estimate has passed, contact us and we will review the available information with you.

Delivery Exceptions and Carrier Events

Weather, peak shipping periods, local access restrictions, customs procedures where applicable, and carrier network conditions may affect delivery. A carrier may attempt delivery, redirect a parcel, or request additional information according to its own procedures. Monitor the tracking page and follow carrier instructions where applicable. If a delivery exception is shown and you do not know what action is required, contact customer support with the tracking details.

When a Package Appears Lost

If you believe a package is lost, email service@zelqvia.com with your order number, tracking number, and a brief explanation. We will review the shipment information available to the store and discuss the case with you. A confirmed lost package is handled through customer support so that the circumstances can be reviewed and an appropriate resolution discussed. Please do not open a duplicate order while a shipment investigation is underway unless support has advised you to do so.

Multiple Items and Shipment Information

If an order includes more than one item, review the shipping notification and tracking details provided for the order. The information available may depend on how the order is prepared and the carrier updates received. If the notification appears incomplete or you have a question about an item that has not arrived with the rest, contact customer support with your order number and the product name. We will review the order and shipment details available to us and explain the next step.