Shipping policy
SHIPPING POLICY
Last updated: 20-Jun-2026
Thank you for shopping with Zelvara. This Shipping Policy explains how we process, pack, ship, and deliver orders placed through our website.
1. ORDER PROCESSING
Orders generally require [3–7] business days to be processed before international shipment.
During this period, your item may be sourced from our supplier in China and delivered to our designated fulfilment or forwarding warehouse. At the warehouse, the item may be inspected, consolidated, repacked, labelled, and prepared for international shipment.
Processing time is separate from international transit time. Orders placed on weekends or public holidays may begin processing on the next business day.
Some products, customised items, pre-order products, or products with limited availability may require additional processing time. Any longer processing estimate will be displayed on the relevant product page where applicable.
2. SHIPPING ORIGIN
Products may be shipped from suppliers, fulfilment centres, or forwarding warehouses located in China or another location used by our logistics partners.
The shipping origin shown on the parcel or tracking information may therefore differ from Zelvara’s business address.
3. SHIPPING DESTINATIONS
We currently ship to selected international destinations, including the United States and other countries or regions made available during checkout.
If your destination is not available at checkout, we are currently unable to ship to that location.
We reserve the right to restrict delivery to certain locations due to carrier limitations, customs restrictions, sanctions, product restrictions, or other operational reasons.
4. ESTIMATED DELIVERY TIMES
Estimated delivery time consists of:
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Order processing and warehouse preparation; and
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International shipping and final-mile delivery.
Estimated delivery times after dispatch are:
United States: [7–15] business days
Canada: [10–20] business days
United Kingdom: [7–15] business days
Australia and New Zealand: [7–15] business days
Europe: [10–20] business days
Other international destinations: [10–30] business days
These timeframes are estimates only and are not guaranteed. Delivery may take longer because of customs inspections, carrier delays, peak shopping periods, weather, public holidays, remote delivery locations, inaccurate address information, or circumstances outside our reasonable control.
Your product page, checkout page, shipping confirmation, or tracking page may provide a more specific estimate. Where different estimates appear, the estimate shown for the particular order and shipping service will apply.
5. SHIPPING FEES
Shipping charges, if applicable, are displayed during checkout before payment is completed.
We may offer free shipping, flat-rate shipping, or promotional shipping for selected products, destinations, or order values. Any eligibility requirements will be shown on our website or during checkout.
Shipping charges do not necessarily include customs duties, import taxes, brokerage fees, or other government charges unless checkout expressly states that these amounts are included.
6. CUSTOMS DUTIES AND IMPORT TAXES
International orders may be subject to customs duties, import taxes, value-added tax, sales tax, handling charges, brokerage fees, or other charges imposed by the destination country or carrier.
Unless the checkout page expressly states that duties and taxes are included, the customer is responsible for paying any such charges required for delivery.
Zelvara does not control these charges and cannot reliably predict their amount. Customs rules vary by country, product category, country of origin, and declared value.
If a customer refuses to pay required import charges and the shipment is returned, abandoned, destroyed, or otherwise not delivered, any refund will be handled in accordance with our Refund Policy and may be reduced by non-refundable shipping, return, customs, handling, or disposal charges, to the extent permitted by applicable law.
7. ORDER TRACKING
When tracking becomes available, we will send a shipping confirmation email containing the tracking number or tracking link.
Tracking information may not update immediately. Please allow up to [3–7] business days after receiving your tracking number for the first carrier scan to appear.
Because orders may move from a supplier to a forwarding warehouse before international dispatch, internal domestic movement within China may not appear on the customer-facing tracking page.
The international or final-mile tracking number may also change when the parcel is transferred between logistics providers.
8. MULTIPLE PACKAGES AND PARTIAL SHIPMENTS
Items from the same order may be sourced from different suppliers or stored at different locations. We may consolidate them into one parcel or ship them separately.
If your order is shipped in multiple packages, you may receive separate tracking numbers and the packages may arrive on different dates. You will not be charged additional shipping fees unless this was clearly disclosed and accepted during checkout.
9. ADDRESS ACCURACY
Customers are responsible for providing a complete and accurate shipping address, recipient name, telephone number, postal code, apartment or unit number, and any other information required for delivery.
Please contact us immediately at support@zelvara-store.com if you notice an error.
We cannot guarantee that an address can be changed after an order has entered processing or has been transferred to a supplier, warehouse, or carrier.
If a parcel is delayed, returned, lost, or delivered incorrectly because of incomplete or inaccurate information supplied by the customer, the customer may be responsible for reshipping or return costs, to the extent permitted by applicable law.
10. DELIVERY ATTEMPTS AND UNCLAIMED PACKAGES
The carrier may attempt delivery, leave the parcel in a safe location, deliver it to a collection point, or request that the recipient arrange redelivery or collection.
Customers are responsible for monitoring tracking information and collecting parcels within the carrier’s specified period.
If a parcel is returned because it was unclaimed, refused, or could not be delivered, please contact us. Reshipping may require payment of additional shipping charges. Refund eligibility will be determined under our Refund Policy and applicable law.
11. DELAYED SHIPMENTS
If your order has not arrived within the estimated delivery period, please first review the tracking information and check for carrier notices or attempted-delivery instructions.
You may then contact us at support@zelvara-store.com with your order number.
If we learn that we cannot ship your order within the timeframe we promised, we will contact you and provide the available options, which may include consenting to a revised shipment date or cancelling the affected unshipped item for a refund, as required by applicable law.
Please note that a parcel is not automatically considered lost merely because tracking has paused or the estimated delivery date has passed. International shipments may experience periods without tracking updates while moving between countries or clearing customs.
12. LOST PACKAGES
If tracking shows no delivery and the parcel appears to be lost, contact us at support@zelvara-store.com within [30] days after the latest estimated delivery date.
We may open an investigation with the warehouse, shipping carrier, or final-mile delivery provider. Carrier investigations may take several business days to complete.
If the carrier confirms that the package was lost before delivery, we will provide an appropriate remedy, which may include a replacement or refund, subject to product availability and applicable law.
13. PACKAGES MARKED AS DELIVERED
If tracking shows that your order was delivered but you cannot locate it, please:
• Check around the delivery location, mailbox, lobby, reception, parcel locker, or designated safe place;
• Ask household members, neighbours, building management, or reception staff;
• Wait up to 48 hours, as some carriers mark packages delivered shortly before actual delivery; and
• Contact the final-mile carrier using the tracking number.
If the package is still missing, contact us at support@zelvara-store.com. We will review the available tracking and delivery evidence and assist where reasonably possible.
A carrier’s delivered status does not automatically determine your legal rights. Each claim will be assessed based on the circumstances and applicable law.
14. DAMAGED OR INCORRECT ORDERS
Please inspect your order promptly after delivery.
If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us within [7] days of delivery at support@zelvara-store.com.
Please include your order number, a description of the issue, photographs or video of the product, the parcel, the shipping label, and the packaging where reasonably available.
Claims involving damaged, defective, or incorrect items will be handled under our Refund Policy and applicable consumer law.
15. ORDER CHANGES AND CANCELLATIONS
Please contact us as soon as possible if you need to change or cancel an order.
We will try to assist, but we cannot guarantee changes or cancellations after the order has been submitted to a supplier, processed by the forwarding warehouse, packed, or dispatched.
If cancellation is no longer possible, you may need to wait for delivery and follow our Refund Policy, subject to any applicable consumer rights.
16. RESTRICTED PRODUCTS AND LOCATIONS
Certain products may not be eligible for delivery to particular destinations because of airline, carrier, customs, legal, safety, battery, liquid, magnetic material, size, or weight restrictions.
If we cannot ship an item to your address, we may contact you to offer an alternative shipping method, remove the affected item, or cancel and refund that item.
17. SHIPPING POLICY CHANGES
We may update this Shipping Policy from time to time to reflect changes in our logistics providers, shipping destinations, delivery estimates, customs requirements, or business practices.
The version published on this page at the time of your order will generally apply to that order, except where a change is required by applicable law.
18. CONTACT US
For shipping questions, please contact:
Zelvara
Email: support@zelvara-store.com
Address: No. 79, Jalan Wira 8, Taman Wira, Bukit Gambir, 84800 Tangkak, Johor, Malaysia
Telephone: +60 16-431 9749