Shipping Policy

At zelvqo, we understand that receiving your order safely and on time is an important part of your shopping experience. Whether you've selected a handbag for your daily routine, a versatile bag for travel, or an accessory to complement your personal style, we aim to make the shipping process as clear and convenient as possible.

This Shipping Policy explains how orders are prepared, the delivery options that may be available, shipping charges, estimated delivery timeframes, tracking information, and procedures for addressing shipping-related concerns.

We encourage all customers to review the information below before completing their purchase.

1. Order Processing

Once you successfully place an order through zelvqo, it enters our order management process for verification and preparation.

Orders are generally reviewed and processed on business days, subject to operational availability, applicable holidays, and order-related verification requirements.

Order preparation may involve several stages, including:

• Confirmation of the order details

• Payment authorization and verification

• Review of product availability

• Confirmation of selected styles, colors, and quantities

• Verification of shipping information

• Preparation of merchandise for fulfillment

• Packaging and shipping documentation

• Handover to the designated logistics provider

For handbags and accessories, we aim to ensure that the selected product variations correspond to the details recorded in your order.

Certain purchases may require additional handling because of inventory availability, order volume, destination requirements, or payment verification procedures.

Please note that order processing time and delivery transit time are separate.

An order is not considered dispatched simply because a payment has been authorized or an order confirmation email has been issued.

Once your shipment has been handed over to the relevant carrier, shipping information may be provided through an email notification.

2. Shipping Methods

zelvqo offers shipping options based on the delivery services supported for the destination and the characteristics of the products ordered.

Available shipping methods are displayed during checkout when applicable.

The options offered for a particular order may depend on:

• Destination country or region

• Product availability

• Package size and weight

• Delivery carrier coverage

• Fulfillment location

• Customs or import requirements

• Local delivery restrictions

• Current logistics arrangements

Standard shipping is intended to provide a practical delivery option for eligible purchases.

Express or other upgraded delivery services may be offered for selected destinations if supported by our logistics providers.

Not all shipping methods are available in every region.

Customers should review the available shipping options and associated charges before confirming their orders.

The shipping method selected during checkout will determine the applicable delivery service, subject to any necessary adjustments or notifications concerning fulfillment.

3. Shipping Costs

Shipping charges are determined according to the options and conditions available for your order.

The applicable shipping fee is displayed during checkout before payment is completed.

Standard Shipping

Shipping Fee: US$9.99

Standard shipping is available for eligible orders and supported delivery destinations.

The standard shipping charge applies to qualifying purchases that do not meet the applicable free-shipping threshold, unless a different rate is clearly presented during checkout.

Free Shipping

Free Standard Shipping on Orders of US$59.00 or More

Orders with a qualifying merchandise subtotal of US$59.00 or more are eligible for free standard shipping where the promotion applies.

Eligibility is generally determined using the applicable product subtotal after discounts and before separately assessed shipping charges or taxes.

Certain destinations, products, or promotional arrangements may be subject to additional conditions if clearly disclosed before purchase.

Express Shipping

Express shipping may be available for selected orders or destinations.

Where offered, the applicable express delivery charge and estimated delivery information will be displayed during checkout.

Express shipping availability is not guaranteed for all products or regions.

Please review the order summary before payment to confirm your shipping method and final charges.

4. Estimated Delivery Time

We understand that customers want to know when to expect their purchases.

Our estimated delivery timeframe for standard shipping is generally:

10–20 Business Days

This estimate reflects the anticipated delivery period for eligible standard shipments and may vary according to the destination and shipping arrangements.

Business days generally exclude weekends and relevant public holidays.

Actual delivery timing may be influenced by:

• The destination country or region

• Order processing and fulfillment requirements

• Shipping carrier operations

• Customs inspections and clearance procedures

• International transportation schedules

• Local distribution and delivery networks

• Remote or difficult-to-access locations

• Severe weather or natural events

• Public holidays and seasonal demand

• Unexpected transportation disruptions

Delivery estimates are provided for planning purposes and should not be interpreted as guaranteed arrival dates unless an express guarantee is stated.

Orders placed during promotional periods, seasonal shopping events, or periods of unusually high demand may require additional processing or transit time.

Where delivery dates are subject to mandatory consumer protection requirements, those requirements will apply.

If your order appears to be significantly delayed, please contact our customer service team so we can help review the available shipping information.

5. Shipping Confirmation & Tracking

After your order has been dispatched, we may send a shipping confirmation to the email address entered during checkout.

Where tracking is supported, the notification may include:

• Shipping carrier information

• Tracking number

• Shipment confirmation details

• A link or instructions for tracking the package

• Other relevant delivery information

Tracking information allows customers to review the recorded movement of their packages through the delivery network.

Please note that tracking updates may not appear immediately after a shipment confirmation is generated.

The carrier may require additional time to receive the package, perform its first scan, or update the tracking system.

During international transportation, tracking information may also remain unchanged while a shipment moves between facilities or shipping partners.

A temporary pause in tracking activity does not necessarily indicate that the shipment has been lost.

If you cannot locate your tracking information or have concerns about prolonged inactivity, please contact service@zelvqo.com with your order number.

6. Multiple Packages

Some orders may be shipped in more than one package due to product availability, fulfillment arrangements, package limitations, or shipping requirements.

This may occur when an order contains multiple handbags, accessories, or items prepared through different fulfillment locations.

When an order is divided into separate shipments:

• Packages may be dispatched on different dates.

• Individual shipments may have separate tracking numbers.

• Delivery times may differ between packages.

• One package may arrive before the remaining items.

• Shipping notifications may be issued separately where supported.

Receiving only part of your order does not necessarily mean that the remaining merchandise is missing.

We recommend checking all available shipment notifications and tracking details before reporting an incomplete delivery.

If your order appears to be incomplete after all associated shipments have been marked as delivered, please contact our customer service team.

Include your order number, the items received, and details of the merchandise that appears to be missing.

7. Address Accuracy

Customers are responsible for reviewing their delivery information carefully before submitting an order.

Accurate shipping details are important for successful delivery, particularly for international shipments or addresses requiring additional location information.

Please ensure that your shipping address includes, where applicable:

• Recipient's full name

• Street address and building number

• Apartment, suite, or unit number

• City or locality

• State, province, or region

• Postal or ZIP code

• Destination country

• Contact telephone number

Incomplete or incorrect address information may result in shipment delays, unsuccessful delivery attempts, or packages being returned to the sender.

Certain carriers may require additional information to complete delivery or satisfy local delivery procedures.

If an address cannot be verified or appears incomplete, we may contact the customer for clarification before proceeding with fulfillment.

Customers should also ensure that the delivery location is suitable for receiving parcels.

Any additional shipping costs caused by incorrect information may be handled according to our applicable terms and consumer protection requirements.

8. Address Changes

If you discover an error in your shipping address after placing an order, please contact our customer service team immediately.

Email service@zelvqo.com and include:

• Your order number

• The email address associated with the purchase

• The original shipping address

• The corrected delivery information

We will review the current status of your order and determine whether an address modification can still be requested.

Address changes are generally more feasible before an order enters advanced fulfillment or shipment preparation.

Once the package has been handed over to a shipping carrier, address corrections may be restricted by the carrier's procedures.

We cannot guarantee that an address can be changed after shipment.

If a correction is unavailable, our team will explain the available options based on the shipment status and relevant delivery arrangements.

Please note that submitting an address change request does not automatically confirm that the change has been completed.

9. International Orders

zelvqo may offer shipping to customers in different countries and regions, subject to destination availability and applicable shipping restrictions.

International shipments can involve additional procedures that are not always required for domestic deliveries.

Depending on the destination, these may include:

• Customs declarations

• Import inspections

• Duties or import taxes

• Local tax assessments

• Customs clearance documentation

• Transportation security screening

• Country-specific import restrictions

• Additional delivery or handling requirements

Where import duties, taxes, or customs charges are not collected during checkout, they may be assessed by customs authorities, carriers, or other relevant parties.

Such charges are generally the recipient's responsibility unless the checkout terms expressly state that they are included or paid by zelvqo.

Customs rules and charges vary by destination.

We recommend reviewing the relevant import requirements before placing an international order.

International packages may occasionally experience additional delays due to customs processing or other local procedures beyond our direct control.

Nothing in this section limits statutory responsibilities relating to charges that must be disclosed or included under applicable law.

10. Delivery Delays

Although we aim to provide reliable shipping information, delivery schedules may occasionally be affected by circumstances outside our reasonable control.

Potential causes of delays include:

• Carrier operational disruptions

• Customs processing delays

• Transportation network congestion

• Severe weather conditions

• Natural disasters

• Public holidays

• High seasonal shipping volumes

• Incorrect delivery information

• Local service interruptions

• Unexpected logistical restrictions

During periods of increased shipping activity, including major holidays or promotional events, carriers may require additional time to process and deliver packages.

If a delivery appears delayed, we recommend reviewing the available tracking information for updates.

When a shipment has exceeded its estimated delivery period, customers may contact our customer service team for assistance.

We can review the shipment information available to us and, where appropriate, help investigate the delay with the relevant logistics provider.

Where an order is not delivered within a legally required period, the customer may be entitled to remedies under applicable consumer protection laws.

11. Delivered but Not Received

If tracking information indicates that your package has been delivered but you cannot locate it, please check the surrounding delivery area and any designated parcel collection location.

We recommend checking:

• The main entrance or front door

• Mailboxes and parcel lockers

• Reception or concierge areas

• Building management offices

• Designated delivery locations

• Household members or other authorized recipients

• Any delivery instructions associated with the order

Some carriers may record a delivery event before the recipient has personally collected the package from a shared or designated location.

If the parcel remains missing, please contact the relevant carrier and our customer service team.

When contacting zelvqo, provide your order number, tracking number, and a description of the situation.

We may review carrier records or request additional delivery information where available.

Responsibility for a missing package and any available resolution will depend on the delivery circumstances, carrier arrangements, and applicable consumer protection laws.

A tracking status of "delivered" does not automatically remove any legal rights or remedies available to the customer.

12. Returned or Unclaimed Packages

A shipment may be returned to the sender when delivery cannot be completed.

Possible reasons include:

• Incorrect or incomplete shipping information

• Repeated unsuccessful delivery attempts

• Failure to collect a package within the carrier's collection period

• Refusal of delivery

• Local delivery restrictions

• Unresolved customs requirements

• Recipient unavailability

• Other circumstances affecting successful delivery

If a package is returned to the sender, we will review the available information and determine which options may be offered.

Depending on the circumstances, these options may include attempting redelivery, updating address information where possible, or arranging an appropriate refund.

Additional shipping charges may apply to customer-requested redelivery where lawful and properly disclosed.

If delivery was unsuccessful because of an error attributable to zelvqo or its fulfillment arrangements, we will provide an appropriate resolution in accordance with applicable legal requirements.

Please note that an unclaimed or refused package does not necessarily constitute a completed return request under our Return Policy.

Customers should contact our service team before refusing a shipment whenever reasonably possible.

13. Shipping Support

If you have questions about shipping charges, delivery destinations, tracking updates, delayed shipments, or missing packages, please contact our customer support team.

We aim to provide clear assistance based on the order details and the information available from our shipping partners.

For shipment-related inquiries, please include:

• Your order number

• The email address used during checkout

• Your tracking number, if available

• A brief description of the shipping concern

Providing these details will help us locate the relevant order information and review your request more efficiently.

Company Information

Store Brand: zelvqo

Operating Entity: Guangzhou Ruanmu Technology Co., Ltd.

Registered Address: Room N1612, Floors 1, 3, 4, 7 and 8, Building B, No. 1 Wushan Road, Tianhe District, Guangzhou, Guangdong, China

Customer Service Email: service@zelvqo.com

Customer Service Phone: 020-86867477

Phone Support Hours: 9:00 AM–6:00 PM PDT

Our customer service team can assist with questions concerning order fulfillment, available shipping information, address corrections, and delivery-related issues.

For questions involving returns after delivery, please review our Return Policy and contact us before sending any merchandise back.

At zelvqo, our goal is to make shipping information accessible and help customers understand the delivery process from order confirmation through final receipt.