Processing time:

 Most in‑stock orders are processed and shipped within 2–3 business days. Business days are Monday–Friday, excluding public holidays.
 

Cut‑off time:

 Orders placed after 12:00 PM Pacific Time (PT) will be processed on the next business day.
 

Weekends and public holidays: 

Fulfillment operates on business days only; orders placed during weekends or public holidays will enter processing on the next business day.
 

Peak periods: 

During major sales and holidays, please allow an additional 1–2 business days for processing.

Service area: We ship to residential and commercial addresses within the U.S.
Standard Shipping: 3-5 business days
Orders under $100: $9.9
Orders over $100: Free

PO Boxes and APO/FPO/DPO: 

Availability depends on carrier, product size, and contents (e.g., batteries, oversized items). Some items may be ineligible. Please contact cs@zonlihome.com before ordering.
 

Freight forwarders: 

Shipping to freight forwarders requires prior approval. Orders sent to unapproved forwarders may be canceled due to warranty and fraud‑prevention policies; using a forwarder may limit or void warranty coverage.
 

Exceptions and surcharges (U.S. territories): 

Alaska, Hawaii, Puerto Rico, Guam, American Samoa, and other non‑contiguous areas are not eligible for standard rates. Additional fees and longer transit times may apply based on ZIP code and dimensional/volumetric weight. 

Please contact cs@zonlihome.com before purchase to confirm fees and delivery estimates; we’ll confirm any surcharges before charging.

Availability:

 International shipping is available to select countries/regions on a case‑by‑case basis. Please email cs@zonlihome.com to confirm eligibility, fees, and transit times before ordering.
 

Incoterms: 

DAP (Delivered At Place). Duties, taxes, and import fees are not prepaid by Zonli and will be collected by local customs or the carrier.
 

Import charges:

 The recipient is responsible for all import charges required by the destination country.
 

Refusal to pay duties/taxes:

 If a shipment is returned or abandoned due to unpaid charges, we may deduct return freight, storage, customs handling, and processing fees from the refund. Original shipping fees are non‑refundable. Upon request, we can provide carrier documentation for assessed charges.
 

Customs clearance: 

Customs processing may extend delivery by 2–7 business days depending on the destination. For estimates, please consult your local customs office.
 

Product restrictions: 

Certain items (e.g., battery‑powered or oversized products) may be ineligible for export to specific countries.
 

Returns and exchanges: 

Due to regional constraints, international orders are not eligible for returns or exchanges. Please review specifications carefully before purchasing.

Processing speed & update limitations
Our fulfillment team processes orders quickly, and most orders enter the shipping workflow within a few hours after confirmation.
Once an order is confirmed, we’re generally unable to update shipping details.

Address changes (before shipment)

If your order hasn’t shipped, email cs@zonlihome.com with your order ID. We’ll do our best, but changes aren’t guaranteed once processing begins. Requests within 3 hours have the highest chance of success.
 

Address changes (after shipment)

If your order has shipped, please use the tracking link in your shipping confirmation to contact the courier and request a redirect, hold at location, or delivery instruction update. Success and any applicable fees depend on the courier’s policies and timing (FedEx Delivery Manager).

Incorrect address

We ship to the address provided at checkout. 

If an incorrect address is provided and the parcel is delivered there, we’re unable to retrieve it.

 If returned to sender, we can reship to a corrected address after collecting the applicable shipping fees. 

Please double‑check your details before placing your order.

Cancellations

If an order has shipped, it cannot be canceled. You may refuse delivery or return the item once received, in accordance with our Return Policy. See Return Policy for condition requirements and any restocking/processing fees.

Refused or undeliverable packages
Customers are responsible for all shipping charges on refused or undeliverable orders, unless the merchandise arrived damaged. This includes both outbound and return shipping. These costs may be deducted from your refund unless otherwise stated. Orders canceled or refused after they have shipped will be treated as a return and are subject to the Return Policy.
If damage is suspected, please retain all packaging, document with photos, and contact cs@zonlihome.com within 48 hours of the delivery attempt (or within the legally mandated window in your jurisdiction).

Still can’t find it?
Email us at cs@zonlihome.com with your order ID, and we’ll help track it down.
Note: Tracking may take 12–24 hours to update after the label is created, depending on the carrier’s first scan.

Think your order might be lost or delayed in transit?

Our carriers typically deliver within 3–5 business days. However, occasional shipping delays are unavoidable.
For the fastest resolution, please contact the carrier directly first using your tracking number.
If you haven’t received your order within 10 business days and have already contacted the courier, email us at cs@zonlihome.com and we’ll assist further.

My order was marked as “Delivered” but I can’t find it

If your order shows as delivered but hasn’t arrived, please follow these steps:
Verify the shipping address on your order confirmation to ensure it’s correct.
Check all possible delivery areas around your home, apartment, or office — porches, side gates, building mailrooms, parcel lockers, and with neighbors or reception.
Contact the courier directly using the tracking information in your shipping confirmation email. In some cases, packages may be scanned as delivered prematurely or left in an unexpected location. Couriers can often provide additional details such as GPS delivery coordinates or delivery images.
If after these steps your package still cannot be located, contact our Customer Experience team at cs@zonlihome.com with your order ID and tracking number.
 

Important timing

Please raise delivery concerns within 7 days of the marked delivery date so we can best support you while information is still accessible from the courier.
Note: Tracking may take 12–24 hours to update after the label is created, depending on the carrier’s first scan.
 

Common reasons for delays

Weather or natural events: 

Severe weather, road closures, or natural disasters impacting transit routes.
Peak seasons and holidays:

 High parcel volume during major sales or holiday periods may cause carrier backlogs.
First scan delay: 

Tracking may not update until the first physical scan; this can take 12–24 hours after label creation.
Address verification issues:

 Missing unit numbers, incorrect ZIP codes, or unverified addresses can delay dispatch.
Remote or restricted areas: 

Deliveries to islands, non‑contiguous U.S. territories, PO boxes, APO/FPO/DPO, or remote locations may have limited service schedules.
Customs clearance (international): 

Import inspection and duties/taxes processing can add 2–7 business days depending on destination.
Security/fraud checks: 

Orders flagged for verification may be paused until confirmed.

We partner with reputable third‑party carriers, so we’re unable to guarantee delivery on an exact date. 

Weather or operational delays may occasionally affect arrival by a few days.
As soon as your order ships, we’ll send a shipping confirmation email with your tracking number.
Please monitor your tracking for the most accurate estimated delivery date. If you’ll be out of town and need the package held or delayed, contact the carrier directly to request a hold at location or a new delivery date.

In many cases, orders ship in multiple packages. 

When your order is split, we’ll notify you and share each tracking number. We’ll also email you updates as new tracking numbers become available.
If you don’t see these emails, please check your spam/junk folder. Can’t find them? Email us at cs@zonlihome.com.

To help us investigate quickly, please include:

Your order number
A list of the missing item
Photos of the original packaging and shipping box (if available)
 

What happens next

We’ll look into it right away and keep you updated. Note: Tracking for additional packages may take 12–24 hours to appear after labels are created or after the carrier’s first scan.