FAQs
General Questions
Q: How long does shipping take?
A: Orders are typically processed within 1–2 business days. Once shipped, standard delivery usually takes 5–7 business days within the United States and Canada. You will receive a tracking number once your order has been dispatched.
Q: Where do you ship?
A: We currently ship only within the United States and Canada. We are working to expand to additional regions in the future.
Q: How can I track my order?
A: Once your order ships, you’ll receive a confirmation email with a tracking number and link to monitor your delivery in real time.
Q: Can I change my shipping address after placing an order?
A: Yes — if your order has not yet been shipped. Please contact us as soon as possible at sales@zelvesky.com, and we will do our best to update your shipping details.
Q: Can I cancel my order?
A: Orders can be canceled only before they are shipped. If you need to cancel, please contact us immediately. Once an order has been dispatched, it can no longer be canceled.
Q: What payment methods do you accept?
A: We accept major payment methods including credit/debit cards and other secure payment options available at checkout.
Orders & Delivery
Q: What if my order is delayed?
A: While we aim to deliver within the estimated timeframe, occasional delays may occur due to carriers or external factors. If your order is significantly delayed, please contact us and we will assist you.
Q: What if my package is lost or marked as delivered but I didn’t receive it?
A: If your package is marked as delivered but not received, please check with neighbors or your local carrier first. If you still cannot locate it, contact us and we will work with the carrier to resolve the issue.
Q: What if my item arrives damaged or defective?
A: If you receive a damaged or defective product, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or refund.
Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day return policy for eligible items. Products must be unused, unopened, and in their original packaging to qualify.
For hygiene and safety reasons, opened skincare and personal care products are not eligible for return.
Q: How do I start a return?
A: To initiate a return, please contact our support team at sales@zelvesky.com with your order number and reason for return. We will guide you through the next steps.
Q: Do I have to pay for return shipping?
A: Return shipping costs are generally the responsibility of the customer unless the item is defective, damaged, or incorrect.
Q: When will I receive my refund?
A: Once your return is received and inspected, refunds are processed within 3–5 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.
Products & Availability
Q: Are your products authentic?
A: Yes. We focus on sourcing products from trusted suppliers and reputable brands to ensure authenticity and quality.
Q: Why are your prices competitive?
A: We optimize our sourcing and operations to reduce unnecessary costs, allowing us to offer high-quality products at reasonable prices.
Q: Will out-of-stock items be restocked?
A: Many items are restocked regularly, but availability depends on our suppliers. You can contact us to check on specific products.
Contact & Support
Q: How can I contact customer support?
A: You can reach us anytime at sales@zelvesky.com, We aim to respond within 24–48 business hours.