The Zelmaviaru Promise

At Zelmaviaru, we believe pets are family.
That’s why every order is handled with care — from the moment it’s placed to the moment it arrives at your door.

To reduce unnecessary waste and keep our pricing fair, many of our products are shipped directly from trusted global manufacturing partners. These partners specialize in pet-safe materials and quality craftsmanship, allowing us to deliver thoughtfully designed pet essentials without excessive markups.

1. Order Processing & Shipping Fee

Every order is carefully reviewed to ensure it meets our quality standards.

Processing Time:
2 business days

Shipping Fee:
$5.99 flat rate worldwide

Please Note:
During peak seasons, including holidays, promotions, or high-volume sales periods, processing times may extend up to 5 business days.

2. Estimated Delivery Times

Because our products ship from global partner facilities, delivery times may vary depending on your location.

Region	Estimated Delivery Time
United States	10–15 business days
Canada / UK / Australia	11–16 business days
Rest of World	15–20 business days

We appreciate your patience — your pet’s comfort and everyday enjoyment are worth the wait.

3. Order Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

Tracking Updates:
Please allow 1–3 business days for tracking information to update after the shipping label is created.

If tracking does not show movement immediately, rest assured that your package may already be in transit.

4. Customs, Duties & Taxes

For international orders, shipments are sent DDU, or Delivered Duty Unpaid.

This means:

• Any customs duties, import taxes, or additional fees charged by local authorities are the responsibility of the customer

• Zelmaviaru is not responsible for delays caused by customs clearance

• Customs fees are uncommon for most pet accessories, but regulations vary by country

5. Order Changes & Cancellations

We process orders quickly to help ensure timely delivery.

If you need to change your shipping address or cancel an order, please contact us at:

support@zelmaviaru.com
+1 (628) 244-8659

Please contact us within 12 hours of placing your order.

Once processing has begun, we may be unable to modify or cancel the shipment.

6. Lost or Damaged Packages

Your satisfaction — and your pet’s well-being — are important to us.

Damaged Items

If your order arrives damaged:

• Email clear photos of the damaged item to support@zelmaviaru.com within 72 hours of delivery

• We will review the issue and arrange a free replacement as quickly as possible when approved

Lost or Stolen Packages

Zelmaviaru is not liable for packages marked as “Delivered” by the shipping carrier.

If your tracking shows “Delivered” but you cannot locate your package, please:

• Check with neighbors or household members

• Look around your property, mailbox, front desk, or designated delivery area

• Contact the shipping carrier, such as USPS, UPS, or FedEx, to file a claim

We are happy to provide the necessary tracking details to assist with your claim. However, we cannot issue refunds for packages confirmed as delivered to the address provided at checkout.

Contact Information

Customer Support Email:
support@zelmaviaru.com

Phone:
+1 (628) 244-8659

Business Address:

HONGKONG SINOWE LIMITED
ROOM D, 10/F., TOWER A, BILLION CENTRE
1 WANG KWONG ROAD, KOWLOON BAY
HONG KONG