Delivery Policy

Effective Date: February 24, 2025

At ZENTOPIX, we strive to deliver high-quality pet food products to our customers as quickly and efficiently as possible. This Delivery Policy explains our shipping options, processing times, and responsibilities to ensure a seamless shopping experience.

1. Order Processing & Handling Time

1.1 Order Processing Time

  • All orders are processed within 1-2 business days after payment confirmation.
  • Orders placed before 2:00 PM (MST) on a business day will be processed on the same day.
  • Orders placed after 2:00 PM (MST), on weekends, or public holidays will be processed on the next business day.

1.2 Order Verification

  • In some cases, we may require additional verification for high-value orders or suspicious transactions.
  • Customers will be notified via email if additional verification is required, which may cause a slight delay in processing.

2. Shipping Methods & Estimated Delivery Time

We offer multiple shipping options to accommodate your needs:

2.1 Standard Shipping

  • Estimated Delivery: 5-7 business days (USA)
  • Cost: Calculated at checkout based on location and order weight.

2.2 Expedited Shipping

  • Estimated Delivery: 2-4 business days (USA)
  • Cost: Additional fees apply (calculated at checkout).

2.3 International Shipping

  • Estimated Delivery: 7-15 business days (varies by country).
  • Cost: International shipping fees are calculated at checkout.
  • Customs Duties & Import Taxes: Customers are responsible for any applicable customs fees, taxes, or import duties.

📌 Note: Delivery times may vary based on location, carrier delays, weather conditions, or customs clearance for international orders.

3. Shipping Costs & Free Shipping Eligibility

3.1 Shipping Costs

  • Shipping costs are calculated automatically at checkout based on your location, package weight, and selected shipping method.
  • Customers will see the final shipping fee before completing their purchase.

3.2 Free Shipping Policy

We offer free shipping on orders over $100 (USA only).

  • Free shipping is available only for Standard Shipping.
  • Not applicable for international orders or wholesale/bulk purchases.

4. Tracking Your Order

4.1 Order Tracking Information

  • Once your order has been shipped, you will receive an email notification with a tracking number and carrier details.
  • You can track your package through the carrier’s website or our Order Tracking page at www.zentopix.xyz/track-order.

4.2 Delayed Shipments

  • If your order is delayed beyond the estimated delivery time, please contact our support team at contact@zentopix.xyz.
  • ZENTOPIX is not responsible for delays caused by:
    • Natural disasters, weather conditions
    • Customs clearance issues
    • Courier strikes or shipping carrier delays

5. Delivery Issues & Failed Delivery Attempts

5.1 Incorrect Shipping Address

  • Customers are responsible for providing the correct shipping address during checkout.
  • If a package is returned due to an incorrect or incomplete address, customers will be required to pay for re-shipping costs.

5.2 Failed Delivery Attempts

  • If the carrier attempts delivery but fails (e.g., recipient unavailable), they may:
    • Make a second delivery attempt.
    • Hold the package at a local post office or delivery center for pickup.

If an order is returned to us after multiple failed delivery attempts, customers will need to:

  1. Pay for re-delivery (if applicable).
  2. Request a refund minus shipping costs (if the item is not perishable).

6. Lost, Stolen, or Damaged Packages

6.1 Lost or Stolen Packages

  • If your tracking status shows “delivered” but you have not received the package, please:
    • Check with neighbors, front desk, or security (if applicable).
    • Contact the shipping carrier to verify delivery details.
    • Reach out to us at contact@zentopix.xyz if the issue remains unresolved.

📌 Important: ZENTOPIX is not responsible for stolen or lost packages after they have been marked as delivered by the carrier.

6.2 Damaged Packages

If your order arrives damaged, please:

  1. Take clear photos of the damaged package and product.
  2. Contact us within 48 hours of delivery at contact@zentopix.xyz with photos and order details.
  3. We will either replace the damaged item or issue a refund based on our assessment.

7. International Shipping & Customs Regulations

7.1 Customs Clearance

  • International shipments may be subject to customs duties, import taxes, or additional fees, depending on the destination country.
  • Customers are responsible for paying any import duties or customs clearance fees.

7.2 Restricted Countries

Due to shipping restrictions, we are unable to ship to certain countries. If your country is restricted, you will not be able to complete checkout.

8. Returns & Refunds for Shipping Issues

If your order has not arrived within 30 days or has been delivered to the wrong address, you may be eligible for a refund or replacement. Please review our Refund & Return Policy for full details.

9. Contact Information

If you have any questions or concerns about your delivery, feel free to contact us:

📍 Address: 2909 Davis Lane, Centennial, Colorado, United States
📞 Phone: +1 720-333-5350
📧 Email: contact@zentopix.xyz
🌐 Website: www.zentopix.xyz