Shipping policy

WORLDWIDE SHIPPING
FREE EXPRESS SHIPPING OVER $99 USD
Processing will take between 4-10 business days, but please allow extra time for some
items. Goods will be dispatched on regular working days, Monday to Friday. All packages
are processed from our warehouses in China. It is the customers responsibility if the
package requires pick-up.
Shipping is free on all orders over $99 USD (shipping costs excluded).
For Japan & Korea customers, please fill your name and shipping address in English. For
Mainland China and Taiwan customers, please fill your name and shipping address in
Chinese.
Zelpaw USES DHL, SF-EXPRESS, UPS, USPS, FEDEX, HERMES, ROYAL MAIL,
SERVICES FOR SPEEDY AND ACCURATE DELIVERY
● Shipping Method : Parcel Service
● Shipping Area : A Region.
● Shipping Rate : Flat $6.99 (Orders over $99 are FREE SHIPPING)
● Delivery Time : 7 - 18 days
● Shipping Information : Please take into consideration that some products may take
additional time for delivery and processing.
Important: Your order is shipped once your payment has been cleared.
When filling out your shipping address please be sure to fill in the correct phone number. For
overseas orders, please be aware that there may be delays as orders need to go through
customs clearance, because of this, orders may take up to two weeks for delivery. We do not
ship to PO boxes
For the shipping option, DHL/FEDEX (Express Shipping), you may be responsible for
customs clearance and customs fee. Delivery with FedEx and DHL will take 3-7 business
days. For orders that have selected DHL and the order is under 1kg, we will use FedEx (as
DHL doesn't ship orders under 1kg).
When a package has attempted delivery, and the address is incorrect at the result of the
customer, there will be a 25% inventory fee deducted from the return, as we cannot attempt
reshipment of the order or process a return in the goods/shipping costs.
FAILED DELIVERY/ RETURNED TO SENDER/ ABANDONED PACKAGES
If your package cannot be delivered to the given shipping address due to incorrect shipping
address, and/or phone number, the package will be returned to the sender (Zelpaw )
at the customer's expense.
If the receiver (the customer) is absent upon all delivery attempts, your package will be held
at a local shipping courier center for pick (as shown in the tracking history, based on the
destination country). If the customer fails to pick-up the package for any reason, the package
will be returned to the sender (Zelpaw) at the customer's expense.
For International customers, if you refuse receipt of your package, the package will be
returned to Zelpaw at your expense. The expense includes shipping costs and any
duty and tax the tax package may have been incurred. This amount will be deducted from
the total amount of amount to be refunded
Packages will be held at customs for 30 days, after which it will be deemed abandoned.
Customers who have abandoned a package will forfeit the right to an exchange or refund for
their order.
CUSTOMS AND DUTIES
The recipient will be held responsible for international shipments which may be subject to
import duties and taxes. Please be advised that these charges are levied by the destination
country and we do not have control over them. In the case that the recipient refuses to
receive the parcel, the order will be returned to the origin warehouse and will not be
reshipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the
refund.
Order → Payment confirmation → Our order → Overseas shipment → Domestic shipment
→ Arrival
EDITING OR CANCELLING ORDERS
You may edit or cancel your order within 48 hours of when the order has been placed by
contacting us at zelpaw.com@gmail.com. Once fulfilled and shipped, edits and cancellations on
orders can not be done manually.
To edit or cancel your order, head to the bottom of your order confirmation email and select
"Edit or Cancel Order"
If the timeframe has passed and your order has not yet been shipped and fulfilled, you may
email us at, zelpaw.com@gmail.com to request and edit or cancel your order.
INTERNATIONAL CUSTOMERS
For Japan & Korea customers, please fill your name and shipping address in English. For
Mainland China and Taiwan customers, please fill your name and shipping address in
Chinese. For overseas payments, if your card gets declined using debit/credit, please
checkout using PayPal. For all other countries, please as default, fill your information
all in English.
TRACKING YOUR ORDER
Once you've been given your tracking number via email, enter your tracking number on the
'Track your order' page to check the status of your order.
If your tracking number does not work, please email us.
Email zelpaw.com@gmail.com if you haven't received your tracking number.