We strive to deliver your order as quickly as possible! Shipping time is divided into two parts:

1. Processing Time: After you place your order, it’s sent to our warehouse for verification, quality checks, and packaging. Typically, this takes 1-2 business days. During peak seasons, it may take up to 5 business days.
2. Shipping Time: Once processed, delivery times vary based on your location and selected shipping method. Generally, you can expect your order to arrive within 5-15 business days.

After your order is shipped, you’ll receive a confirmation email with a tracking number to monitor your package’s journey.

We understand how important it is to receive your order on time. During high seasons, some orders may experience delays, but rest assured, your parcel is on its way!

If you haven’t received your order within 30 days of placing it, please reach out to us. Our Customer Success Team is here to help and will be happy to check the status of your order for you.

You can easily track your order status through the email notifications we send. Once your order is processed and shipped, you’ll receive an email with updates, including a tracking number. Simply click on the tracking link to see where your parcel is in real time.

If your tracking number isn’t showing any updates, please double-check the number provided in your order summary to ensure it’s entered correctly.

Keep in mind that it may take 2-3 business days for shipping updates to appear after your order has been shipped. If you’re still having trouble after this time, don’t hesitate to reach out to us for assistance!

If you've received a delivery confirmation but haven't received your package, please check with your neighbors or anyone you share your home with; they may have collected it on your behalf.

Additionally, we recommend contacting your local post office or courier service, as they may have more information on the package's whereabouts.

If you made an error with your shipping address, please contact us immediately. Include your email, full name, and the correct shipping address, and we’ll update the details for you and send a confirmation email with the revised information.

Please note that once your parcel has been shipped, we are unable to make any changes to the address.

We accept all major credit/debit cards, including VISA, MasterCard, and American Express, as well as PayPal for your convenience.

Yes, you can cancel your order within 24 hours of placing it. If your parcel has already been shipped, you will need to wait for it to arrive and then return it to us for a refund.

Yes, you can return an item if you are not satisfied with your purchase. Here’s our return policy:

• Return Period: We accept returns within 14 days of delivery. Please contact our support team to initiate the process.
• Return Conditions: Returned items must be unused, in the same condition as when you received them, and include all accessories, manuals, and documentation. Zen Flame reserves the right to deny returns for justifiable reasons, particularly if the item appears used or if we suspect abuse of our return policy (e.g., mass purchasing and returning).
• Shipping Costs: Please note that Zen Flame does not cover shipping costs for returned products; any shipping fees are the responsibility of the customer.

After 14 days from the date you receive your order, returns will only be approved if the product is defective, as outlined by applicable laws.

Refunds can take up to 14 business days to process, depending on the payment system used. We appreciate your patience during this time!