FAQs
How can I contact Zhenari?
You can email us at support@zhenari.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
No, we only ship to the United States.
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take 10 to 20 business days to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
You may be liable to pay for duties and taxes once you receive your order. If your order ships from overseas (such as from China), you may be responsible for paying import duties, taxes, brokerage fees, or use tax before your package is delivered. These fees are not charged by us—they are collected by U.S. Customs, your state tax authority, or the shipping carrier. Once your package arrives in the U.S. and clears customs, the carrier (such as FedEx, UPS, DHL, or USPS) may contact you by phone, email, text, or mail with instructions on how to pay any required charges. For private carriers, payment is often made online or at delivery; for USPS, you may be asked to pay at your local post office or online. Additionally, if sales tax wasn’t collected at checkout, your state may require you to report the purchase and pay use tax when filing your annual tax return. Prompt payment of any fees is important to avoid delays or returned shipments. Please contact your carrier or local tax agency if you have any questions.
How do I return an item?
Please contact us at support@zhenari.com.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.