Shipping and Delivery
At Zelatrixo, we are committed to delivering your distinctive fashion headwear swiftly and reliably. This policy outlines our shipping procedures, timeframes, costs, and other important details related to the delivery of your order. For any further questions, please contact us at [email protected].
1. Our Global Operations and Shipping Origin
To provide full transparency:
- Our company, ZELA HOLDINGS LIMITED, is registered in Hong Kong (Business Registration Number: 3081051).
- We serve customers globally, with our dedicated support team operating during Pacific Standard Time (PST) hours.
- All our products are currently shipped from our fulfillment center in Hong Kong. This international shipping origin is factored into our delivery timeframes and processes detailed below.
2. Shipping Timeframes
Total Delivery Time = Processing Time + Shipping Time
- Delivery Phases:
- Processing Time: This stage includes order verification, product assembly (if applicable), quality checks, and packaging before shipment. The duration can vary based on product type, order volume, and your location.
- Shipping Time: This begins once processing is complete and your order is dispatched. It varies depending on the selected shipping method and your destination.
- Order Cutoff Time: Our daily order cutoff time is (GMT-08:00) Pacific Standard Time. Orders placed after this time will generally be processed starting the next business day.
- Peak Seasons: Delivery times may be extended during peak shopping seasons (e.g., holidays) and promotional events due to higher order volumes and carrier loads. We appreciate your patience during these times.
- Shipping Partners: We partner with reputable carriers such as USPS, UPS, FedEx, and DHL to ensure your order reaches you reliably.
Estimated Delivery Timeframes:
The following table provides general estimates. Orders are processed Monday through Friday, excluding federal holidays, based on Pacific Standard Time.
| Product Type | Processing Time | Shipping Time | Total Estimated Time |
|---|---|---|---|
| Custom Sneakers & Shoes | 3-5 business days | 7-14 business days | 10-19 business days |
| Apparel | 3-5 business days | 7-14 business days | 10-19 business days |
Export to Sheets
All timeframes are estimates and can be affected by factors such as customs clearance for international orders.
3. Shipping Costs
- Standard Shipping: $4.95 USD.
- Free Shipping: We offer free standard shipping on all orders over $99 USD.
4. Tracking Your Package
- Once your order is dispatched, you will receive a shipment confirmation email containing your tracking number(s).
- You can track your package directly on our website using the provided tracking number.
- Please note: Some carriers may take 5-7 business days to update the detailed tracking information in their system after the package has been shipped.
- If there are no updates to your tracking information after 10 business days from receiving your tracking number, please contact us at [email protected] for assistance.
5. Shipping Delays & Issues
- Significant Delays: If your order has not been delivered within 45 calendar days from the date of shipment, please contact us at [email protected]. In such cases, you may be eligible for a full refund.
- Unexpected Delays: For any unexpected delays or issues with your shipment, we are here to help. We aim to respond to inquiries within 12-24 hours (during PST support hours).
- Undelivered Packages: If tracking information indicates your package was delivered but you cannot locate it:
- Thoroughly check the delivery area, with household members, and with neighbors.
- If the package is still not found, contact the shipping carrier directly to report the issue.
- Should problems persist, please email [email protected], and we will do our best to assist.
- Incorrect Addresses:
- Customers are responsible for providing a complete and accurate shipping address at checkout.
- Zelatrixo cannot guarantee delivery if the address provided is incorrect or incomplete.
- If you realize you’ve made an error in your shipping address, please inform us immediately at [email protected]. We will attempt to correct it if the order has not yet been processed or shipped, but we cannot guarantee changes can be made.
6. Duties & Taxes (International Shipments)
When you order from Zelatrixo for international delivery (i.e., orders shipped to destinations outside of Hong Kong, where our products are dispatched from ), your order may be subject to import duties, taxes (such as Value Added Tax – VAT, or sales tax), and/or other supplementary fees. These charges are typically imposed by the customs authorities of the destination country and/or by shipping carriers once the shipment reaches your country.
Please be aware of the following:
- Customer Responsibility: As the “importer of record,” you are solely responsible for the payment of any such duties, taxes, and fees. These charges are separate from your payment to Zelatrixo and are generally billed directly to you.
- Not Controlled or Collected by Zelatrixo: Zelatrixo has no control over these charges, cannot predict their exact amount, and does not collect these charges as part of your order total.
- Local Customs Regulations: Customs policies vary significantly between countries. If you have concerns about potential charges, we strongly recommend contacting your local customs office or the shipping carrier for specific information before placing your order.
- Consequences of Non-Payment or Rejection: Zelatrixo is not liable for customs fees or other import charges if a package is rejected, if the recipient refuses to pay applicable duties and taxes, or if delivery fails due to non-compliance with customs procedures. In such cases, any return shipping costs or additional fees incurred by Zelatrixo may be deducted from your refund, if a refund is applicable under our Refund and Returns Policy.
For further inquiries about our shipping policies, please contact us at [email protected].