Frequently Asked Questions
Orders and shipping
How much does shipping cost?
Shipping is free for all orders, with a tracking number.
How long does it take to arrive?
Once payment is confirmed, the order is processed within 1 to 2 business days. Delivery usually takes 9 to 11 business days, which may extend to 20 business days during peak periods (sales and holiday seasons).
Where is the order shipped from?
Orders are shipped directly by our international supplier, from outside the European Union. Therefore, the sender may appear as an intermediary logistics center (for example, a CTT center in Spain). This is normal and there are no additional costs.
Will I pay customs duties?
No. For Portugal and other European Union countries, taxes are already included in the price. You pay nothing upon delivery.
How do I track my order?
As soon as the order is shipped, you will receive the tracking code by email. You can track it on the Track order page.
Payments
Which payment methods do you accept?
MB WAY, Multibanco, credit/debit card, Apple Pay, Google Pay, PayPal, Shop Pay and Klarna (pay in installments). Payment is made via a secure checkout.
I paid via Multibanco. When will the order be shipped?
The order is only processed after payment is confirmed. If you have not yet paid the Multibanco reference, the order remains pending payment.
Returns
Can I return an item?
Yes. You have 14 days from receipt to cancel your purchase, without indicating a reason. Simply send an email to hello@zelopet.shop with your order number. See all details in our Refund policy.
The item arrived defective. What do I do?
Send us an email at hello@zelopet.shop with your order number and a photo. In this case, return shipping costs are not your responsibility.
Products
Does the Zelo Glove work for dogs and cats?
Yes. It works with dog and cat hair on sofas, rugs, clothing, bedspreads, and car seats.
How do you clean the glove?
The hair gathers on the surface of the glove and comes off easily by hand. The glove is reusable and washable.
What is the difference between the Glove and the Scraper?
The Zelo Glove is ideal for fabrics and larger surfaces, such as sofas and clothing. The Zelo Scraper has a metal blade that pulls out hair embedded in rugs, carpets, and car seats. Together, in the Hair-Free Home Kit, they cover the entire house.
How do I use the Zelo Scraper?
Run it over the rug, carpet, or car seat using short, firm strokes, always in the same direction. The embedded hair will loosen and gather into a pile, ready to be picked up by hand or with a vacuum cleaner. For delicate fabrics, try it first on a less visible area.
How do I clean the Scraper?
Simply remove the hair from the blade with your hand or a dry cloth. It does not require refills or replacement parts.
Can I use the Scraper directly on my pet?
No. The Scraper has a metal blade and is designed only for fabrics, rugs, and upholstery. To use on your pet, use the Zelo Glove.
Still have questions?
Write to us at hello@zelopet.shop. We respond as soon as possible.