get in touch
FAQs
about my order
Placing Your Order
Once your order is placed, you will be redirected to an order confirmation page with the order number and corresponding details. You will also receive an order confirmation email with the same information, which may take up to 30 minutes to arrive in your email inbox.
Pre-Orders
Pre-order times can vary between products, starting from a 2-week lead time. Each product page specifies the pre-order lead time for that item. If you need further clarification about your pre-order, please contact us at contact@zellousny.com.
Order Issues
If you're missing items or have not received your shipment, please contact us within 30 days of the ship date so we can assist you promptly.
shipping
What is the shipping method used?
ZELLOUS offers shipping via UPS, with delivery times ranging from 2 to 4 business days after your order has been dispatched.
We offer shipping worldwide, as well as express shipping, ensuring delivery within 1 to 2 business days.
Do I have to pay customs duties?
All orders ship from New York City, and taxes and duties are not included in the final price. International packages may be subject to duties and taxes as determined by your local customs. For more information, visit your local customs website.
returns
What is your return policy?
We accept returns made within 14 days of receipt of the package if the conditions of our Return Policy are met. For more information on the return process, please visit this page.
What is the policy for pre-order cancellation?
Pre-orders are refundable within 14 days of payment processing. If you wish to cancel a pre-order, please reach out to contact@zellousny.com within the allotted time frame.
How long does it take to process a return?
Once your package reaches our warehouse, please allow 5-10 business days for processing your return. You will be notified by email once the return is complete and the refund has been issued.
When will I get my refund?
The time it takes for your funds to be available in your account may vary depending on the payment method used:
• Credit cards: 2-7 business days
• PayPal: within 48 hours
