Shipping policy

FROM ZO TO THE COURT.

How order processing, carrier selection, tracking, customs, and delivery issues are handled.

Last updated: 10 August 2026

ORDER PROCESSING

Orders are normally processed within 1–5 business days. Processing time is separate from carrier transit time. Orders placed on weekends or public holidays begin processing on the next business day.

Launches, pre-orders, customised items, and periods of high demand may follow a different schedule. When a different schedule applies, it will be stated on the product page or order confirmation.

SHIPPING DESTINATIONS AND RATES

ZO ships to the destinations made available at checkout. These may include Hong Kong, Macau, Taiwan, Japan, the United States, Canada, selected Southeast Asian markets, the United Kingdom, Europe, Australia, and New Zealand. Availability depends on the product, stock location, carrier coverage, and applicable law.

Shipping charges are calculated at checkout from the destination, parcel weight and dimensions, and the available service. The amount shown at checkout is the customer shipping charge for that order. A flat rate or free-shipping threshold applies only when it is expressly displayed at checkout or stated in a current promotion.

CARRIERS AND ESTIMATED TRANSIT TIMES

ZO selects a tracked service based on the destination, stock location, parcel profile, and available capacity. The originating carrier may include SF Express, DHL Express, UPS, or YunExpress. A separate last-mile carrier, such as USPS, GOFO, Amazon Shipping, or another local delivery partner, may complete delivery after a cross-border handoff. The carrier shown in later tracking updates may therefore differ from the first carrier.

Hong Kong and Macau: normally 1–3 business days after dispatch.
Taiwan, Japan, and supported Southeast Asian destinations: normally 3–7 business days after dispatch.
United States and Canada: normally 5–10 business days after dispatch.
United Kingdom and supported European destinations: normally 5–12 business days after dispatch.
Australia and New Zealand: normally 5–12 business days after dispatch.
Other supported destinations: normally 7–15 business days after dispatch.

These windows are estimates, not guarantees. Remote areas, customs review, weather, public holidays, demand surcharges, and local delivery conditions may extend transit time. Any remote-area or special-handling charge payable by the customer will be reflected at checkout when available or communicated before dispatch.

TRACKING AND CARRIER HANDOFFS

Tracking is sent to the email address used for the order after dispatch. A tracking number may take 12–24 hours to show its first scan. Cross-border shipments can pause between export clearance and the first scan by the destination carrier; this does not necessarily mean that the parcel has stopped moving.

DUTIES, TAXES, AND IMPORT FEES

Unless checkout explicitly states that duties and taxes are included, international orders are shipped on a duties-unpaid basis. The recipient is responsible for import duties, taxes, brokerage fees, clearance charges, or other amounts assessed by the destination country or carrier. Refusal to pay these charges may result in delay, return, or disposal of the parcel, and related costs may be deducted from any refund permitted under the Returns Policy.

ADDRESS CHANGES AND CANCELLATIONS

Review the shipping address carefully before placing an order. Contact ZO immediately if an address is incorrect or an order needs to be cancelled. We will make a reasonable effort to help, but changes and cancellations cannot be guaranteed after fulfilment has started or a shipping label has been created. Carrier address-correction, return, or redelivery charges caused by incomplete or incorrect customer information may be charged to the customer.

DELAYED, LOST, DAMAGED, OR INCOMPLETE ORDERS

If tracking has not updated for 5 business days, or the estimated delivery window has passed, contact ZO with the order number and tracking number. We will review the shipment and, when appropriate, open an enquiry with the carrier. Carrier investigations and claims are handled through the shipper of record, so please allow time for the carrier to complete its review.

Inspect the parcel on arrival. Report a damaged, incorrect, or incomplete order within 7 calendar days of delivery. Include the order number and clear photographs of the outer packaging, shipping label, product, and affected area. Keep the product and all packaging until the case is resolved.

If tracking shows delivered but the parcel is missing, check the delivery location, household members, building reception, neighbours, and the carrier's proof-of-delivery details first. Then contact the carrier and ZO promptly so the available next steps can be reviewed.