Shipping Policy

We want your order to arrive safely and on time. This policy explains how we prepare and ship orders, and what to do if something goes wrong.

1. Destinations

We ship throughout the United States and to other countries where our carriers can legally deliver. Some destinations or products may be restricted; if your address is not available, you will see it before paying or we will contact you to issue a refund.

2. Processing time

We prepare each order within 1 to 3 business days (Monday through Friday, excluding U.S. federal holidays) after payment is confirmed. During peak seasons or launches this may take longer; we will let you know if so.

3. Delivery times and costs

• Shipping cost and estimated delivery time are calculated and shown before payment, based on destination, weight and the method selected.
• Delivery times are carrier estimates and are not guaranteed. We are not responsible for delays caused by the carrier, weather, customs or other causes beyond our control.
• When your order ships, we will email you the tracking number.

4. International shipping, customs and taxes

• Shipments outside the United States may incur duties, import taxes and customs brokerage fees. These charges are the responsibility of the recipient and are not included in the product price or shipping cost unless expressly stated.
• You are responsible for knowing your country's import rules. Some products (for example liquids, essential oils, aerosols or plant-based products) may be restricted or require permits.
• If a package is refused, held for unpaid duties or returned by customs, we may deduct the shipping and return costs we incurred from any refund.

5. Shipping address

Please check your address carefully before paying. We are not responsible for orders shipped to an incorrect or incomplete address provided by the customer. If you need to correct it, contact us right away: we can only change it if the order has not shipped yet. Reshipping due to an incorrect address will have an additional cost.

6. Lost, delayed or stolen packages

• If tracking shows no movement for 10 business days, or if your package shows as delivered but you did not receive it, email hola@zennatu.us with your order number.
• We will open a claim with the carrier and help you through the process. Depending on the outcome, we will send a replacement or issue a refund.
• Once the carrier confirms delivery to the address provided, the risk of loss passes to the buyer. We recommend checking with neighbors, reception or your mailbox before reporting it.

7. Damaged products or incomplete orders

If your order arrives damaged, incomplete or with the wrong product, let us know within 7 days of delivery, with your order number and photos of the packaging and the product. Keep the packaging until we resolve the case. We will send a replacement or issue a refund, under our Returns and Refunds Policy.

8. Wholesale and distribution orders

Wholesale or distribution orders are arranged separately and may have their own shipping terms, agreed in writing.