SHIPPING POLICY
Thank you for visiting and shopping at eZen. The following information sets out the terms and conditions that constitute our Shipping Policy.
1. Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.
2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within 3 - 5 days. We will contact you for some reason if there are any delays.
However, some orders may ship within as few as 2 and some may take up to 5 days.
3. Shipment Locations
3.1. Domestic
We ship domestic - anywhere in Australia.
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3.2 International
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eZen does ship internationally, but is limited to US, Canada, New Zealand and UK. International costs are calculated based on weight per parcel. For international orders not included in our range of international shipping locations, please contact us at: info@ezen.com.au.
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3.3. Shipping Restrictions
Our company does ship to both commercial and domestic addresses.
4. Shipment rates and delivery estimates
We endeavour to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order.
Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.
(a) Standard Shipping - Domestic
The order will arrive within 7 to 10 business days.
Standard Shipping costs will vary depends on weight per parcel. Standard Shipping costs starts at $9.99.
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Domestic Standard Shipping is free for orders over $79.
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(b) Please note:
- Business day means Monday to Friday, except holidays.
- Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
- Products may be delivered in separate shipments.
- When placing your order, we consider these factors when calculating the Estimated Delivery Date:
(A) Transit Time:
- The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
- Due to COVID-19, packages to and from our facility in Melbourne may be delayed. We appreciate your patience during this time.
- We will not be responsible for wrong shipping address if you provide incorrect information​.
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5. Tracking Options
eZen aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.
5.1. Domestic and International
All orders delivered within Australia automatically have tracking.
International orders are sent with Australia Post or other couriers in Australia depending on availability. This service comes with tracking and your tracking number will be sent to you once it has been posted.
If we are requested to make alternative shipping arrangements we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally.
6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. eZen is not responsible for any possible customs and taxes applied to your order.
We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these chargers and we work very closely with our brokers and carriers to ensure as few delays as possible.
All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.
7. Damages
If there is any damage to the packaging on delivery, contact us immediately at info@ezen.com.au.
8. Missing or Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often that not, the package is either in the building or with a neighbour. eZen politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at info@ezen.com.au to report missing or lost packages.
If you have any questions about the delivery and shipment of your order, please contact us at info@ezen.com.au.
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REFUND POLICY
We mean business and always care about your satisfaction with each transaction. Please inspect your order upon receipt and should you receive incorrect or damaged item/s, please inform us within 48 hours at info@ezen.com.au so we can make it right. Note that we will require photographic evidence with a short description of the issue.
We do not accept returns if the product has been used, tampered with, and is no longer in its original packaging. We also do not accept exchange, refund, or return requests due to a change of heart. On our website, each product is described in detail which includes sizes, weight, colour, aroma, and other relevant specifics. Before making a purchase, please read the product description thoroughly. If needed, we will issue a return shipping label to process the return and conduct an investigation with due diligence. Returns initiated without our permission will not be refunded.
Since we are using third-party delivery service providers, any delays or unsatisfactory delivery services are not eligible for a refund. Lost and damaged items will be refunded once the shipping company approves the claims.
We will notify you as soon as the investigation is completed and has been determined that you are entitled for a refund. The refund will be credited back to your original payment method and can take a few business days to process depending on your bank’s policy.
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