This page explains how we ship orders and what happens if something goes wrong in transit. Shipping charges are always shown at checkout before you confirm your order.
1. Order processing
Orders are picked, packed and dispatched after payment clears. Orders placed on a weekend or US public holiday are processed on the next business day. Occasionally an order is held for a routine fraud or address check; if that happens we will email you the same day.
2. Shipping rates and delivery estimates
Shipping options, costs and estimated delivery times are calculated and displayed at checkout once you enter your delivery address. The rate you see at checkout is the rate you pay.
3. Where we ship
We ship within the United States. The countries we can ship to internationally, and their rates, are shown at checkout once you enter your address. If your country does not appear at checkout, we are not currently able to ship there.
4. Import duties and taxes on international orders
Import duties, taxes and customs fees are set by the destination country and are the customer’s responsibility. They are not included in the price you pay us, and are collected by the carrier or your local customs authority. If a parcel is refused and returned to us because these charges were not paid, we will refund the product price less the outbound shipping and any return charges we incur.
5. Tracking
Orders ship with tracking. You receive a tracking number by email once your parcel leaves us. Carrier tracking can take up to 24 hours to show its first scan, which is normal.
6. Delivery estimates are estimates
Transit times come from the carrier and are not guaranteed. Weather, carrier backlogs, customs inspections and peak periods can add time. If your parcel is significantly past its estimate, contact us and we will open a trace with the carrier.
7. Address accuracy
Please check your shipping address carefully before ordering, as we ship to the address exactly as entered. If you spot a mistake, email info@zenvortexglobal.com immediately — we can usually correct it before dispatch. Once a parcel has shipped, an address change is up to the carrier and may not be possible.
Parcels returned to us as undeliverable because of an incorrect or incomplete address will be refunded for the product price, less shipping. We are happy to send the order again once you confirm the corrected address and cover the new shipping charge.
8. Lost, stolen or damaged parcels
- Damaged in transit — contact us within 7 days of delivery with a photograph of the packaging and product. We will replace or refund in full.
- Lost in transit — if tracking stops updating for more than 7 business days, contact us and we will open a carrier trace. If the parcel is confirmed lost we will replace it or refund you in full.
- Marked delivered but missing — check with your household, neighbours and building management first, since carriers sometimes scan early. If it has not appeared after 3 days, contact us within 14 days of the delivery scan.
9. Split shipments
If part of your order is delayed we may ship the available items first at no extra cost and send the rest when ready. You will receive separate tracking for each parcel.
10. Questions
ZENVORTEX GLOBAL LLC
5900 Balcones Dr Ste 28442
Austin, TX 78731
United States
Email: info@zenvortexglobal.com
Phone: (623) 934-2400
See also our Refund & Return Policy and Terms & Conditions.