Shipping policy
At ZENZIE, we are committed to delivering your order as quickly and reliably as possible. Please review the information below for details on processing times, shipping destinations, and delivery estimates.
Processing Time
Most orders are processed and shipped within 1–3 business days after payment is confirmed.
During peak periods (e.g., holidays, promotions, or high-demand seasons), processing may take up to 5–8 business days, and in rare cases, it may exceed 8 business days.
All handling times apply to in-stock items; since we partner with multiple suppliers, rare delays may occur.
Once your order has been processed and shipped, you will receive a confirmation email containing tracking information.
Shipping Destinations
We currently ship to:
- New Zealand
- Australia
- United States
Additional countries may be added in the future.
Fulfilment & Shipping Origins
To bring you a wider range of thoughtfully curated pet lifestyle products, some ZENZIE orders may be fulfilled by trusted third-party fulfilment partners and may ship from overseas warehouses. Delivery times may vary depending on the product, warehouse location, destination country, and logistics provider.
Shipping Costs
We proudly offer Free Standard Shipping on eligible standard orders currently shipped to New Zealand, Australia, and the United States.
No minimum spend required.
Free Standard Shipping does not include customs duties, import taxes, VAT, or other government charges that may be imposed by local authorities.
If any additional shipping fee applies to an oversized, remote-area, special-care, or restricted-location delivery, it will be clearly shown at checkout before you complete your purchase.
Estimated Delivery Times
Estimated delivery time after dispatch is 7-20 business days.
Please note that this estimate does not include processing time. The total estimated delivery timeframe includes processing time plus shipping time.
Most orders are processed within 1–3 business days before dispatch. During peak periods, processing may take up to 5–8 business days, and in rare cases, longer.
Delivery times may vary depending on your location, the product ordered, warehouse location, destination country, and logistics provider. All delivery timeframes are estimates only and may be affected by customs clearance, carrier delays, weather conditions, public holidays, peak shipping periods, or other circumstances beyond our control.
All listed handling times apply to in-stock items. Since we partner with multiple suppliers for variety and availability, rare delays may occur — but we prioritize speed and transparency.
If you order multiple items, they may arrive in separate packages. Please ensure your shipping address is accurate at checkout.
Once your order has been shipped, tracking information will be provided so you can monitor your delivery's progress.
Tracking Information
All orders will have a tracking number.
Once your order has shipped, you will receive a shipping confirmation email with your tracking number.
Please allow up to 72 hours for tracking information to update after shipment.
Customs, Duties & Taxes
Customers are responsible for any customs duties, import taxes, VAT, or other fees imposed by their local government authorities.
These charges are not included in the purchase price unless otherwise stated.
We recommend contacting your local customs office for more information regarding your country's specific import policies.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping information at checkout.
We are not responsible for delays, lost packages, or delivery issues resulting from incorrect or incomplete addresses provided by the customer.
Lost, Delayed, or Stolen Packages
If tracking information has not been updated for more than 30 days, please contact us. We will investigate the shipment with our fulfilment partner and/or the shipping carrier and work with you toward an appropriate resolution.
If a shipment is confirmed lost in transit through no fault of the customer, we will offer a replacement or refund. Store credit may also be offered if you choose to accept it.
Once a package has been marked as delivered by the carrier to the correct address provided at checkout, ZENZIE is not responsible for theft, loss, or damage that occurs after successful delivery, unless the issue was caused by an error by ZENZIE, our fulfilment partner, the shipping carrier, or unless otherwise required by applicable consumer protection laws.
If you believe your package was delivered incorrectly, please contact us and the carrier as soon as possible. We also recommend checking with household members, neighbours, or local collection points.
Delivery delays alone do not automatically qualify for a refund or compensation. However, if your order cannot be delivered within a reasonable timeframe, or if a remedy is required under applicable consumer protection laws, we will work with you to provide an appropriate resolution.
Multiple Packages
Orders containing multiple products may be shipped separately and may arrive on different dates.
If your order arrives damaged or defective, please refer to our Refund Policy for claim timeframes.
Contact Us
If you have any questions regarding shipping, please contact us at:
hello@byzenzie.com