Shipping policy

Last updated: 30 August 2026

Everything here is written to set an accurate expectation rather than a flattering one. If a delivery window looks longer than you are used to, it is because we would rather tell you the real number than the one that sounds better.

Processing

Orders are processed within 2 to 5 business days of being placed. Orders placed on a weekend or a public holiday begin processing the next business day.

You receive a confirmation email when you order, and a second email with tracking when the order ships. If you have not had a tracking email within 7 business days, check your spam folder and then email us.

Delivery times

Delivery time is processing time plus transit time.

Stage	Time
Processing	2 to 5 business days
Transit	7 to 20 days
Total, order to doorstep	roughly 9 to 25 days

These are estimates given in good faith based on our carriers' averages. They are not guarantees.

Larger furniture items may take longer, as they ship on a different service. Where that applies it is noted on the product page.

Orders may arrive in more than one parcel

This is normal and worth knowing in advance. Our range ships from more than one facility, so an order containing several products may be split into separate parcels that arrive on different days, each with its own tracking number.

If part of your order has arrived and part has not, it is almost always still in transit. Give it a few days past the estimate before assuming something is wrong, then email us and we will chase it.

Shipping rates

Rates are calculated at checkout based on your destination and are shown in full before you pay. We add no charges after checkout.

Where we ship

We currently ship within the United States. If your address does not appear at checkout, we are not able to ship there yet.

Delays

Some delays are outside anyone's control: customs inspections, severe weather, carrier backlogs, and peak periods around major holidays.

If your order is going to be significantly later than the estimate above, we will email you, and you can choose to wait or to cancel for a full refund. That is a commitment rather than a courtesy, and it is also what the FTC's Mail Order Rule requires of us.

Address accuracy

Please check your address carefully at checkout. We ship to the address you give us.

If you spot a mistake, email hello@zelvivo.com immediately. We can usually correct an address before dispatch, and almost never after.

If a parcel is returned to us as undeliverable because the address was wrong or incomplete, we can refund the item cost or reship to a corrected address at your expense.

Lost, stolen or damaged parcels

Marked delivered but missing. Check with anyone else at the address and with immediate neighbours, and look for a safe place or porch. Carriers occasionally mark a parcel delivered a day before it arrives. If it has not appeared after three business days, email us and we will open a carrier investigation.

Lost in transit. If tracking has not moved for 10 business days, tell us. We will chase the carrier, and if the parcel is confirmed lost we will replace it or refund it in full.

Damaged in transit. Email us within 7 days of delivery with photographs of the item and the outer packaging. Keep the packaging until the claim is settled, as carriers frequently ask for it. We will replace or refund at no cost to you.

Once a carrier confirms delivery to your address and there is no evidence of a carrier error, responsibility for the parcel passes to you.

Changing or cancelling an order

Email hello@zelvivo.com as soon as possible. If the order has not been dispatched we will cancel it and refund you in full. Once it has been handed to the carrier we cannot recall it, and the Refund and Returns Policy applies instead.

Contact

hello@zelvivo.com

Every question comes to us by email and we answer each one ourselves.