FAQs
Where do you ship to?
We ship to New Zealand, Australia, and the United States. Free standard shipping is included on all orders — no minimum spend required.
How long does delivery take?
Orders are processed within 1–3 business days (up to 5–8 business days during peak periods). After dispatch, estimated delivery is 7–20 business days. You'll receive a tracking number via email — please allow up to 72 hours for tracking to update.
Can I track my order?
Yes! Once your order has been dispatched, you'll receive a tracking number by email. If your tracking hasn't updated after 72 hours, feel free to reach out.
Why did my order arrive in separate packages?
Some orders may ship from different locations and arrive in multiple packages. Don't worry — your full order is on its way!
Can I cancel or change my order?
Orders can only be cancelled or changed before they are processed. Once your order is marked as Packed or Dispatched, we're unable to make changes. Please contact us as soon as possible at hello@byzenzie.com.
What if my item arrives damaged, defective, or incorrect?
Please contact us within 7 days of receiving your order with the order number, photos or videos of the issue, and your shipping label. We'll review your case within 2–3 business days and arrange a resolution.
What is your return policy?
We accept returns within 14 days of delivery for change-of-mind reasons. Items must be unused, free of pet hair/odour, and in their original condition and packaging. Return shipping costs are the customer's responsibility.
The following items are non-returnable:
- Used products
- Opened consumables
- Personalised or custom-made items
- Gift cards
- Final Sale items
- Items not in original packaging
How do refunds work?
Refunds are processed to your original payment method or as store credit within 5–10 business days of approval. Store credit does not expire and is non-transferable.
What if my package is lost?
If your tracking hasn't updated in 30 days, your package may be considered lost. Please contact us and we'll investigate. Note: ZENZIE is not responsible for packages sent to an incorrect address provided at checkout.
Do I need to pay customs or duties?
Customers are responsible for any customs duties or taxes applicable in their country. These are not included in your order total.
How can I contact Zenzie?
We'd love to hear from you! Reach us at hello@byzenzie.com — we're happy to help.