Shipping policy

Shipping Policy

At Zen WoodGrain, we take care in preparing and packaging each order to help ensure your items arrive safely. Please read our Shipping Policy carefully before placing an order.

This policy explains our order processing time, shipping rates, estimated delivery time, duties and taxes, and delivery-related responsibilities.

1. Processing Time

Orders are usually processed within 2–5 business days after payment is confirmed.

Processing time does not include weekends or public holidays.

During holidays, promotional periods, or periods of high order volume, processing may take longer than usual.

Once your order has been fulfilled and dispatched, you will receive a shipping confirmation email with tracking information where available.

2. Shipping Rates

Shipping fees are calculated and displayed at checkout before you complete your order.

Our current standard shipping rates are:

Orders of USD $70.00 and above: Free standard shipping
Orders from USD $0.00 to USD $69.99: Standard shipping fee of USD $6.00

Shipping rates may vary depending on the destination country, shipping method, order value, or promotional offer shown at checkout.

The final shipping cost displayed at checkout will apply to your order.

3. Estimated Shipping Time

Estimated delivery time for standard international shipping is usually 8–12 days after dispatch.

Shipping time begins from the date the order is fulfilled and dispatched, not from the date the order is placed.

Please note that the total delivery time includes:

order processing time; and
shipping time after dispatch.

Estimated delivery times may be affected by customs clearance, local holidays, weather conditions, carrier delays, remote-area delivery, or other circumstances beyond our control.

4. Shipping Regions

We ship to most countries and regions worldwide.

However, some destinations may be unavailable due to carrier restrictions, customs rules, local delivery limitations, or temporary logistics disruptions.

If we are unable to ship to your location after your order is placed, we will contact you as soon as possible.

5. Tracking Information

Where tracking is available, a tracking number will be provided after your order has been dispatched.

Tracking updates may take several days to appear, especially for international shipments.

If your tracking information has not updated for an extended period, please contact us at:

support@zenwoodgrain.com

Please include your order number when contacting us.

6. Duties, Taxes & Customs Fees

For standard orders shipped through our selected shipping method, applicable import duties, taxes, and customs fees are covered by Zen WoodGrain where available.

Customers are not normally required to pay additional import duties or taxes upon delivery.

Please note that customs procedures may vary by country or region. If you are unexpectedly asked to pay import duties, taxes, or customs fees at delivery, please contact us at support@zenwoodgrain.com with your order number and a copy or photo of the payment request before making payment, where possible.

If the additional charge is confirmed to be related to standard import duties or taxes for your order, we will review the issue and provide support according to our shipping arrangement and applicable law.

Zen WoodGrain is not responsible for additional charges caused by incorrect shipping information, customer-requested shipping changes, refusal of delivery, failure to collect the package, or incorrect return declarations.

7. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order cannot be delivered because the customer provided an incorrect, incomplete, or outdated address, the customer may be responsible for any additional shipping costs, return costs, reshipping costs, carrier fees, or losses, unless required otherwise by applicable law.

If you notice an address error after placing your order, please contact us as soon as possible at:

support@zenwoodgrain.com

We cannot guarantee that the shipping address can be changed after the order has been fulfilled or dispatched.

8. Failed Delivery, Refused Delivery, or Unclaimed Packages

If a package is refused, unclaimed, or returned due to customer-related reasons, the customer may be responsible for the original shipping cost, return shipping cost, reshipping cost, carrier fees, or other related costs, unless required otherwise by applicable law.

Customer-related reasons may include:

refusal to accept delivery;
failure to provide a complete or accurate shipping address;
failure to respond to carrier delivery attempts;
failure to collect the package from the carrier or pickup location;
customer-requested address changes after dispatch;
failure to contact us when customs or carrier information is required.

If a package is returned to us due to customer-related reasons, we will review the situation after the package is received.

9. Lost, Delayed, or Damaged Packages

If your package appears to be lost, significantly delayed, or damaged during shipping, please contact us at:

support@zenwoodgrain.com

Please include:

your order number;
tracking number;
photos or videos of the damaged package or item, if applicable;
any notice or message from the carrier, if available.

We will review the issue with the carrier where appropriate and handle the matter according to our shipping policy, product issue policy, and applicable consumer law.

10. Delivered Packages

A package may be considered delivered when the tracking information shows that it has been delivered to the shipping address provided at checkout.

If tracking shows that your package has been delivered but you have not received it, please first check with:

household members;
neighbors;
building reception or mailroom;
local carrier or delivery office.

If you still cannot locate the package, please contact us at:

support@zenwoodgrain.com

We will review the matter based on the tracking information, carrier records, and applicable consumer law.

11. Order Cancellation Before Shipping

Orders may be cancelled before they are fulfilled or dispatched.

Once an order has been fulfilled or dispatched, it can no longer be cancelled. Customers may instead request a return after delivery according to our Return & Refund Policy.