FAQ

Frequently Asked Questions

How long does shipping take?

Orders are processed within 1–3 business days. After processing, standard shipping to the United States takes 5–11 business days (Monday to Friday). Total estimated delivery time is 6–14 business days from the date you place your order. See our Shipping Policy for full details.

How much does shipping cost?

Standard shipping is free on all orders. There are no hidden fees at checkout.

Will I have to pay customs duties or import taxes?

No. All applicable duties, tariffs and taxes are included in the price you see at checkout. You will not be asked to pay anything extra upon delivery.

Do you provide tracking information?

Yes. Once your order ships, you will receive an email with your tracking number. Please allow 2–4 business days for tracking to update after you receive it.

Where do you ship?

We currently ship to customers within the United States only.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, UnionPay), Shop Pay, Apple Pay, Google Pay and Klarna.

Can I return an item?

Yes. You can request a return within 30 days of delivery for unused items in their original packaging. There are no restocking fees. For change-of-mind returns, the customer covers return shipping; for defective, damaged or incorrect items, we cover all costs. See our Return and Refund Policy for full details.

How long does a refund take?

Once your return is received and approved, we issue the refund within 5 business days. Your bank may take an additional 5–10 business days to show it on your statement.

What should I do if my order arrives damaged or incorrect?

Contact us within 7 days of delivery at support@zorviapets.com with your order number and photos. We will send a replacement or issue a full refund at no cost to you.

Can I cancel or change my order?

Orders can be cancelled free of charge within 1 hour of being placed. After that, contact us as soon as possible; if your order has not yet been processed, we will do our best to help. Once shipped, orders cannot be changed, but you may return the item after delivery.

My order says delivered but I can't find it. What now?

Check with household members, neighbors and any secure delivery spots. If you still can't find it, contact us within 7 days of the delivery date and we will investigate with the carrier.

How can I contact Zorvia Pets?

Email: support@zorviapets.com
Phone: +41 79 402 00 23
Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM (CET). We aim to respond within 1 business day.