Shipping policy

ORDER PROCESSING
Once payment is confirmed, orders are processed within 1 to 2 business days. You will receive a confirmation email when your order has been processed.

WHERE WE SHIP FROM
Orders are shipped directly by our international supplier, from outside the European Union. Because of this, your parcel may arrive showing the sender as an intermediate logistics centre (for example, a CTT centre in Spain). This is normal and involves no extra cost.

DELIVERY TIMES
Delivery usually takes 9 to 11 business days and may take up to 20 business days during busy periods (promotional campaigns or the holiday season). The estimated delivery time for your country is always shown at checkout, before you complete your purchase.

SHIPPING COSTS
Shipping is free to all destinations.

TAXES AND CUSTOMS DUTIES
– Portugal and other European Union countries: taxes are included in the price. You pay nothing on delivery.
– United Kingdom, United States and United Arab Emirates: import taxes and duties are calculated and charged at checkout. You pay nothing on delivery.
– All other countries: taxes or duties may be charged by your country's customs on delivery, and these are the customer's responsibility.

TRACKING
Once your order has shipped, you will receive a tracking code by email so you can follow the delivery.

DELAYS, LOSS AND DAMAGE
The risk of loss or damage only passes to you when you receive your order. If your order does not arrive within the estimated time, please contact us at hello@zelopet.shop. If your order is lost, we will send a new one or refund the amount paid. If the delay continues, you are entitled to cancel your order and receive a refund, in accordance with the law.

QUESTIONS
For any questions about shipping, contact us at hello@zelopet.shop.