Shipping Policy

This Shipping Policy explains how Zienna processes, ships, and delivers orders placed through our website.

By placing an order with Zienna, you agree to the terms described in this Shipping Policy.

1. Order Processing

All orders are subject to payment verification, fraud screening, inventory availability, and order review before shipment.

Most orders begin processing shortly after they are placed. Processing time may vary depending on product availability, order volume, personalization requirements, holidays, or other operational factors.

Personalized or customized products may require additional processing time because they are prepared specifically for each customer.

Please note that order processing time is separate from shipping transit time.

2. Processing Time

Standard order processing may take approximately 1–5 business days before shipment.

Personalized, customized, made-to-order, or high-demand items may require additional processing time.

Business days do not include weekends, public holidays, or carrier non-operational days.

During busy periods, promotional events, holidays, or unexpected operational delays, processing times may be longer than usual.

3. Shipping Times

Estimated delivery times are displayed at checkout or provided after the order is shipped, when available.

Shipping times are estimates only and are not guaranteed unless explicitly stated in writing.

Delivery time may vary depending on:

• Shipping destination;

• Carrier service availability;

• Order processing time;

• Weather conditions;

• Holidays;

• Customs processing, if applicable;

• Carrier delays;

• Incorrect or incomplete shipping information;

• High seasonal order volume;

• Events outside our control.

Zienna is not responsible for carrier delays once the package has been handed over to the shipping provider.

4. Shipping Confirmation and Tracking

Once your order has been shipped, you may receive a shipping confirmation email with tracking information.

Tracking information may take some time to update after the carrier receives the package.

If tracking does not update immediately, this does not necessarily mean that the package has not shipped. Carrier systems may require additional time to scan and update shipment details.

5. Shipping Address Accuracy

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Please carefully review your shipping information before submitting your order.

Zienna is not responsible for shipping issues caused by:

• Incorrect address;

• Missing apartment, suite, unit, building, or floor number;

• Incorrect ZIP code;

• Wrong recipient name;

• Unavailable recipient;

• Refused delivery;

• Unclaimed package;

• Failure to respond to carrier delivery attempts;

• Address changes requested after shipment;

• Delivery restrictions at the destination.

If an order is delayed, lost, returned, or delivered incorrectly due to customer-provided information, Zienna may not be able to issue a refund.

Additional shipping fees may apply if an order needs to be reshipped.

6. Address Changes

If you need to update your shipping address, contact us as soon as possible at:

contact@zienna.com

Address change requests are not guaranteed.

Once an order has been processed, packed, transferred to production, or shipped, we may no longer be able to change the shipping address.

Customers are responsible for any delivery issues caused by incorrect or incomplete address information submitted at checkout.

7. Delivery Attempts

Some carriers may require the recipient to be available for delivery, provide access to the delivery location, or respond to delivery attempts.

If the carrier is unable to complete delivery due to customer absence, restricted access, incorrect details, refusal, or failure to collect the package, the order may be returned, delayed, or considered undeliverable.

Zienna is not responsible for failed delivery attempts caused by the customer, delivery location restrictions, or carrier procedures.

8. Packages Marked as Delivered

If tracking shows that a package was delivered to the shipping address provided at checkout, the order will be considered delivered.

Zienna is not responsible for packages that are marked as delivered by the carrier but are lost, stolen, misplaced, or not found after delivery.

If your package is marked as delivered but you have not received it, we recommend that you:

• Check around your delivery location;

• Ask household members, neighbors, building staff, reception, or mailroom personnel;

• Contact the shipping carrier directly;

• Review the tracking details for delivery notes.

We will do our best to assist, but we cannot guarantee a refund or replacement for packages marked as delivered by the carrier.

9. Lost, Delayed, or Stolen Packages

Once an order has been transferred to the shipping carrier, delivery handling is managed by the carrier.

Zienna is not responsible for packages lost, delayed, stolen, misdelivered, or damaged due to carrier handling, customer address errors, unsafe delivery locations, or circumstances outside our control.

If a package appears lost or delayed, please contact us at:

contact@zienna.com

We may assist by reviewing tracking information or advising you on the next steps. However, final delivery investigations are generally handled by the carrier.

10. Returned to Sender Packages

Packages may be returned to sender for reasons including:

• Incorrect or incomplete address;

• Failed delivery attempts;

• Refused delivery;

• Unclaimed package;

• Carrier access restrictions;

• Recipient unavailable;

• Customs issues, if applicable.

If an order is returned to us, we may contact the customer to arrange reshipment.

Additional shipping, handling, or return fees may apply.

Original shipping fees are non-refundable. If the customer does not respond or declines reshipment, any eligible refund may be reduced by shipping, handling, processing, or return costs.

11. Refused Deliveries

Customers are responsible for accepting delivery of their orders.

If a package is refused at delivery or rejected by the recipient, the order may not be eligible for a full refund.

Any costs related to original shipping, return shipping, handling, storage, carrier fees, or processing may be deducted from any eligible refund.

12. Shipping Fees

Shipping fees, when charged, are shown at checkout before payment is completed.

Shipping fees may vary depending on destination, shipping method, order value, product type, promotional offers, or carrier rates.

Shipping fees are generally non-refundable unless required by law or unless the issue was caused by our error.

13. Free Shipping Promotions

From time to time, Zienna may offer free shipping promotions.

Free shipping promotions may be subject to conditions, including minimum purchase amounts, eligible destinations, eligible products, or promotional periods.

We reserve the right to modify, suspend, or cancel free shipping promotions at any time.

If an order using free shipping is returned, shipping-related costs may still be deducted from any eligible refund where permitted.

14. International Shipping

If international shipping is available, customers are responsible for understanding and complying with any import rules, customs requirements, duties, taxes, fees, or restrictions in their country.

International shipments may be delayed by customs, inspections, carrier procedures, or local regulations.

Zienna is not responsible for customs delays, import duties, taxes, brokerage fees, or packages refused due to customs charges.

Any customs fees, duties, or taxes are the responsibility of the customer unless otherwise stated at checkout.

15. Customs, Duties, and Taxes

For orders shipped outside the United States, customs duties, taxes, import fees, or brokerage fees may apply depending on the destination country.

These charges are not controlled by Zienna and are determined by local authorities.

Customers are responsible for paying any applicable customs, duties, taxes, or import fees.

If a package is refused due to unpaid customs fees, the order may not be eligible for a full refund, and shipping or return costs may be deducted.

16. Split Shipments

In some cases, items from the same order may be shipped separately.

This may happen due to product availability, warehouse location, personalization requirements, or fulfillment procedures.

If your order is shipped in multiple packages, you may receive separate tracking numbers.

No additional shipping fee will be charged unless otherwise stated at checkout or agreed upon with the customer.

17. Pre-Order or Made-to-Order Items

Some products may be available for pre-order, made-to-order, or personalized production.

Estimated shipping dates for these products are approximate and may change due to production schedules, supply availability, quality checks, or other factors.

By purchasing a pre-order, personalized, or made-to-order item, you understand that shipment may take longer than standard ready-to-ship items.

18. Order Delays

We work hard to ship orders as quickly as possible, but delays may occur.

Possible reasons for delays include:

• High order volume;

• Payment review;

• Fraud screening;

• Product personalization;

• Inventory restocking;

• Carrier delays;

• Weather events;

• Holidays;

• Incorrect shipping information;

• Customs processing;

• Technical or operational issues.

A delay does not automatically qualify an order for cancellation, refund, or compensation unless required by law or specifically stated in our policies.

19. Delivery Responsibility

Customers are responsible for ensuring that the delivery location is safe, accessible, and suitable for receiving packages.

Zienna is not responsible for packages lost or stolen after delivery to the address provided by the customer.

If you are concerned about package theft, we recommend using a secure delivery address where someone is available to receive the order.

20. Contact Information

If you have questions about shipping, tracking, or delivery, please contact us at:

Zienna
Email: contact@zienna.com

Please include your order number and the email address used at checkout so we can assist you faster.

By placing an order with Zienna, you confirm that you have read, understood, and agreed to this Shipping Policy.