Shipping Policy

Last Updated: October 15, 2026

At Zulaya, we are committed to delivering your custom pet products safely and efficiently. This Shipping Policy explains how we process orders, prepare personalized products, calculate shipping costs, and deliver orders to our customers.

If you have any questions about shipping or delivery, please contact us at support@shopzulaya.com.

1. Order Processing Time

All orders are processed after they have been successfully placed and payment has been confirmed, where applicable.

Because many of our products are custom-made or personalized, additional time may be required to prepare your order.

Estimated order processing time: 1–3 business days.

Processing times are estimates and may vary depending on product availability, customization requirements, order volume, and public holidays.

Business days exclude weekends and public holidays unless otherwise stated on our website.

You will receive an order confirmation after placing your order. If tracking is available for your shipment, we will provide the tracking details when your order is dispatched.

2. Custom and Personalized Products

Many products sold by Zulaya are customized using details such as your pet's name, photographs, or other personalization instructions.

Please carefully review all customization details before placing your order.

Personalized products may require additional production time before they are ready for shipment. Our estimated processing time does not include the shipping transit period.

If we anticipate a significant delay in preparing your order, we will make reasonable efforts to inform you.

3. Shipping Methods and Delivery Times

We use available shipping and delivery services to deliver orders to the shipping address provided at checkout.

Estimated delivery times begin after your order has been processed and dispatched, unless otherwise stated.

Our estimated delivery timeframes are:

• Standard Shipping: 7–15 business days after dispatch.

• Express Shipping: Available only where offered at checkout; delivery estimates will be provided before purchase.

Delivery times are estimates, not guaranteed delivery dates. Actual delivery may vary based on your location, carrier operations, customs clearance, weather conditions, and other circumstances beyond our reasonable control.

Please review the delivery estimate displayed at checkout before completing your purchase.

4. Shipping Costs

Shipping charges, where applicable, will be displayed at checkout before you complete your order.

The total shipping cost may depend on your delivery address, selected shipping method, order size, and applicable delivery services.

If free shipping is offered on eligible products or orders, the applicable conditions will be displayed on our website or at checkout.

We do not charge shipping fees that have not been disclosed to you during the ordering process, except where additional charges are lawfully applicable and properly communicated.

5. Order Tracking

Where tracking is available, tracking information will be provided after your order has been dispatched.

You can use the tracking link or tracking number to check the progress of your shipment.

Please allow some time for the carrier's tracking system to update after dispatch.

If you have not received tracking information within a reasonable period after your order has shipped, contact us at support@shopzulaya.com.

6. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address, including the recipient's name, street address, city, postal code, and contact details where required.

Zulaya is not responsible for delivery delays caused by incorrect or incomplete address information supplied by the customer. However, we will make reasonable efforts to assist with address corrections or delivery issues when possible.

If you need to change your shipping address, please contact us as soon as possible after placing your order.

Once an order has been processed or dispatched, address changes may no longer be possible.

7. International Shipping and Customs

International shipping availability depends on the destination country and the delivery options offered at checkout.

International shipments may be subject to customs inspections, import duties, taxes, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, customers are responsible for applicable import duties, taxes, and customs charges, to the extent permitted by law.

Customs processing may cause delays that are outside our control.

Please check your country's import requirements before placing an international order.

8. Delayed Shipments

Although we aim to dispatch and deliver orders within the estimated timeframes, delays may occur due to:

• Carrier or postal service disruptions.

• High order volumes or seasonal demand.

• Customs inspections or clearance procedures.

• Severe weather or other unexpected events.

• Incorrect or incomplete shipping information.

• Other circumstances beyond our reasonable control.

If your order has not arrived within the estimated delivery window, please contact us at support@shopzulaya.com with your order number.

We will review the available tracking information and assist you with the next steps.

9. Lost, Damaged, or Incorrect Shipments

If your order arrives damaged, contains an incorrect product, or appears to be lost in transit, please contact us at support@shopzulaya.com.

Please provide your order number and, where applicable, photographs of the damaged item and packaging.

We will investigate the issue and work with you to determine an appropriate resolution in accordance with our Return & Refund Policy and applicable consumer protection laws.

If tracking indicates delivery but you have not received your order, please check with household members, building management, or the carrier where appropriate, and then contact us for assistance.

Nothing in this policy excludes any rights you may have under applicable law regarding lost, damaged, or undelivered orders.

10. Split Shipments

Depending on product availability, production requirements, or fulfillment arrangements, items in the same order may occasionally be shipped separately.

If your order is split into multiple shipments, tracking information may be provided separately where available.

Any applicable shipping charges will be disclosed during checkout.

11. Order Cancellations and Shipping Changes

If you need to cancel an order or update your shipping information, contact us as soon as possible at support@shopzulaya.com.

We will make reasonable efforts to accommodate your request before production or shipment begins.

Once a personalized product has entered production or an order has been dispatched, cancellation or shipping changes may no longer be possible.

Any eligible cancellation or refund will be handled in accordance with our Return & Refund Policy and applicable law.

12. Contact Us

If you have any questions about our Shipping Policy, order processing, shipping fees, or delivery status, please contact us.

Store Name: Zulaya
Website: https://shopzulaya.com/
Customer Support Email: support@shopzulaya.com

We appreciate your trust in Zulaya and thank you for shopping with us.