Shipping Policy
ZenGenUSA.com

2. SHIPPING METHODS

• 2.1 Standard Shipping: For customers seeking a balance between speed and cost, our standard shipping method offers reliable service at an affordable rate. This option utilizes well-established carriers with a broad reach to ensure timely and safe delivery.

• 2.2 Expedited Shipping: For those in a hurry, ZenGenUSA.com offers an expedited shipping option. This method promises quicker delivery times and often involves priority processing.

• 2.3 Freight Shipping: For larger orders or bulk purchases, we utilize freight shipping services. This method caters to the delivery of pallets or large containers, ensuring your orders reach you undamaged and in pristine condition.

• 2.4 Local Delivery: Within certain zip codes proximate to our location in Mililani, HI, we provide the option for local delivery. This option may offer same-day or next-day delivery for orders placed within specific time frames.

• 2.5 Method Selection: While checking out, customers can choose their preferred shipping method based on their requirements. Each method will display an estimated delivery time and the associated cost.

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3. SHIPPING DESTINATIONS

• 3.1 Domestic Shipping: ZenGenUSA.com proudly serves the entirety of the United States. Whether you're in bustling cities or rural corners, our extensive network ensures that your order reaches you.

• 3.2 Hawaii & Alaska: Shipments to Hawaii, including our home base in Mililani, and Alaska might experience slightly longer delivery times due to their locations. We've made every effort to minimize delays for these destinations.

• 3.3 International Shipping: At present, we offer international shipping to select countries. Please refer to our international shipping list during the checkout process to ascertain if your country is serviced.

• 3.4 Military Addresses & P.O. Boxes: We ship to APO, FPO, and DPO military addresses. However, due to military handling time, delivery to some destinations may take longer. We also accommodate deliveries to P.O. Boxes, but this might restrict the available shipping methods.

• 3.5 Undeliverable Areas: While we strive to reach every customer, there may be certain areas deemed undeliverable due to local regulations, carrier limitations, or other constraints. If your location falls into this category, our customer service will reach out to offer alternative solutions.

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4. SHIPPING COSTS

• 4.1 Determination of Costs: The shipping charges associated with your order are determined by a combination of factors: the weight and dimensions of your products, the chosen shipping method, and the destination address. We have designed our shipping cost structure with both fairness and transparency in mind, ensuring our customers are never hit with hidden or unexpected fees.

• 4.2 Displayed Costs: During the checkout process, once you've entered your shipping address and selected a shipping method, all relevant costs will be clearly displayed before final payment. This process ensures our customers are well-informed of all charges before completing their purchase.

• 4.3 Free Shipping Promotions: From time to time, ZenGenUSA.com may offer free shipping promotions. The terms and conditions of such promotions will be detailed on our website, ensuring our customers can take full advantage of these opportunities.

• 4.4 Shipping Discounts: For bulk purchases or special orders, we might provide shipping discounts. These will be case-specific and can be discussed with our customer service team.

• 4.5 Bundled Shipping: If you order multiple items that are available for immediate shipment, they might be bundled and shipped together. This practice ensures efficiency and might reduce the overall shipping cost.

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5. PROCESSING TIMES

• 5.1 Order Confirmation: Upon successful order placement, you will receive an email confirmation detailing your purchase. This email serves as acknowledgment that we have received your order and have initiated the process.

• 5.2 Standard Processing Time: Most orders are processed within 24-48 hours of receipt. This period allows our team to assemble, quality-check, and package your purchase, ensuring it meets our standards of excellence.

• 5.3 Peak Periods: During peak shopping times, such as holiday seasons or special promotions, processing times might experience slight delays due to the high volume of orders. We always strive to minimize these delays and will communicate any significant changes to our customers.

• 5.4 Backorders & Preorders: Items that are on backorder or available for preorder may have extended processing times. Customers will be informed of the expected shipment date for such items at the time of purchase.

• 5.5 Processing Delays: In rare circumstances, there might be unforeseen delays in processing your order, perhaps due to stock inconsistencies or other issues. Should such a scenario arise, our customer service team will reach out promptly to inform you of the delay and discuss potential solutions or alternatives.

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6. DELIVERY TIMES

• 6.1 Overview: The total time it takes from placing an order on ZenGenUSA.com to receiving it at your doorstep comprises both our internal processing time and the external delivery time undertaken by our shipping carriers. We take pride in ensuring that our part of the equation is swift, but the delivery component can vary depending on several factors.

• 6.2 Estimated Delivery: When you select a shipping method during the checkout process, you will be presented with an estimated delivery time. This is calculated based on average shipping times for the chosen method and the destination.

• 6.3 Factors Influencing Delivery Times:

  • Geographic Location: Proximity to our primary dispatch centers can affect the speed of delivery. For instance, deliveries within Hawaii might be faster compared to more distant locations.

  • Shipping Method: As highlighted earlier, selecting expedited shipping will invariably lead to faster delivery compared to standard shipping options.

  • Carrier Delays: Situations beyond our control, such as logistical issues faced by the carrier, adverse weather conditions, or unprecedented disruptions, can impact delivery times.

  • High Demand Periods: Seasons like the winter holidays or promotional events like Black Friday can result in a higher-than-usual demand, potentially causing minor delays.

• 6.4 Guaranteed Delivery: On specific occasions, ZenGenUSA.com may offer guaranteed delivery dates. If we fail to meet this guarantee due to reasons within our control, we will take appropriate measures, which could include partial refunds or shipping cost adjustments.

• 6.5 Updates & Communication: We understand the eagerness and anticipation associated with online orders. As such, should we become aware of any delay or issue that might impact your delivery, our customer service team will proactively reach out, keeping you informed and presenting available options.

• 6.6 Delivery Time Extensions: If a package is held up due to externalities such as customs clearance for international shipments or regional disruptions, this can extend the expected delivery time. While we do our utmost to preemptively factor in such considerations, certain unpredictable delays can occur.

• 6.7 Understanding Our Commitment: At ZenGenUSA.com, our allegiance to customer satisfaction extends beyond just selling high-quality products. We recognize that timely delivery plays a pivotal role in the e-commerce experience, and we are continuously optimizing our processes, liaising with top-tier shipping partners, and exploring innovative solutions to ensure our delivery commitments are consistently met.

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7. TRACKING

• 7.1 Provision of Tracking Information: Once an order is processed and ready for dispatch, ZenGenUSA.com generates a unique tracking number for the package. This tracking number is sent to the customer via the provided email address, ensuring transparency and enabling customers to monitor their orders in real-time.

• 7.2 Accessing Tracking Information: Customers can utilize the unique tracking number on the respective carrier's website. The real-time location, status, and the expected delivery date of the package will be displayed.

• 7.3 Frequency of Updates: The frequency of tracking updates is contingent upon the shipping carrier and the shipping method chosen. Some methods offer hourly updates, while others might provide daily summaries.

• 7.4 Possible Delays in Tracking Updates: In certain circumstances, such as when a package is transitioning between carrier facilities or is in areas with limited connectivity, there might be brief periods without tracking updates. However, such lapses are generally temporary.

• 7.5 Addressing Concerns: If a customer perceives an unusual delay or any discrepancy in the tracking information, they are encouraged to reach out to our dedicated customer service team, who will liaise with the carrier to address and resolve the matter expeditiously.

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8. INSURANCE

• 8.1 Default Insurance Coverage: All shipments from ZenGenUSA.com come with a default insurance coverage. This coverage is designed to protect customers against potential losses, damages, or theft that might occur during the shipping process.

• 8.2 Claim Process: In the unfortunate event that a package is lost, damaged, or stolen, customers should promptly contact our customer service team. They will guide the customer through the claim process, which will involve providing necessary documentation and proof.

• 8.3 Coverage Limit: The default insurance covers the cost of the merchandise up to a certain limit, which is typically aligned with the value of the items in the order. For high-value orders, additional insurance might be advisable.

• 8.4 Additional Insurance: Customers have the option to purchase additional insurance for their orders, providing extra protection against potential shipping mishaps. Details regarding costs and the process to acquire such insurance are available upon request.

• 8.5 Liabilities and Exclusions: While our insurance seeks to provide comprehensive coverage, there may be specific exclusions or conditions. For instance, if a package is confirmed delivered via the carrier's tracking system but is reported missing by the customer, a detailed investigation will be initiated to determine the liability.

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9. CUSTOMS, DUTIES, AND TAXES

• 9.1 Responsibility for Charges: It's crucial for customers to understand that orders shipped outside of the United States may be subject to customs duties, taxes, and other related charges. These charges, mandated by the destination country’s local government, are the customer's responsibility. ZenGenUSA.com neither sets these fees nor has control over them.

• 9.2 Estimating Customs Duties and Taxes: While ZenGenUSA.com doesn't provide an estimation of customs duties and taxes during the checkout process, various online duty calculators and local customs offices can offer approximations. It's beneficial for customers to familiarize themselves with potential fees to avoid unexpected charges upon receipt.

• 9.3 Customs Declarations: For international shipments, ZenGenUSA.com will provide a customs declaration form detailing the nature, value, and quantity of the items in the order. This declaration assists customs authorities in processing and assessing applicable duties and taxes.

• 9.4 Compliance with Laws: ZenGenUSA.com ensures that all shipped products comply with U.S. export laws. However, the responsibility lies with the customer to ascertain and comply with the import requirements of the destination country. Customers are advised to contact local customs offices for specific information.

• 9.5 Delays Due to Customs: In some instances, customs clearance procedures may result in delays beyond the original delivery estimates. While ZenGenUSA.com aims to facilitate a seamless shipping experience, we have limited influence over customs-related delays.

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10. SHIPPING RESTRICTIONS

• 10.1 Product-Specific Restrictions: Due to various reasons ranging from safety concerns to regulatory constraints, there may be restrictions on shipping certain products to specific locations. Before making a purchase, customers should verify if the desired product can be delivered to their location.

• 10.2 Country-Specific Restrictions: ZenGenUSA.com respects all international trade and customs restrictions. There might be countries to which shipments are currently not available. The list of serviceable countries is regularly updated on our website, reflecting any changes.

• 10.3 Carrier Restrictions: Different shipping carriers might have unique constraints based on product type, size, or destination. It's essential to choose a carrier that aligns with the specific needs of the order.

• 10.4 Remote Locations: Some locations might be deemed as 'remote' or 'difficult to serve' by shipping carriers. Deliveries to such locations might incur additional charges, or the delivery times could be extended. Customers residing in such areas will be notified during the checkout process.

• 10.5 Restricted and Prohibited Items: For safety and compliance reasons, certain items might be restricted or prohibited from shipping. ZenGenUSA.com adheres strictly to these regulations. A comprehensive list of such items is available on our website for reference.

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11. FAILED DELIVERIES AND RETURNED PACKAGES

• 11.1 Failed Deliveries: In circumstances where a package cannot be delivered due to incorrect address details, absence of the recipient, or failure to pay customs duties, it may be returned to Zengenusa.com by the shipping carrier.

• 11.2 Address Verification: Customers are encouraged to ensure that the shipping address is accurate and complete during checkout. This includes all pertinent details such as apartment numbers, building names, or any specific delivery instructions.

• 11.3 Re-Shipment of Packages: Should a package be returned to ZenGenUSA.com due to a failed delivery, the customer will be notified and given an option for re-shipment. Please note, additional shipping fees may apply for the re-shipment.

• 11.4 Refunds for Failed Deliveries: If the customer chooses not to have the package re-shipped, they may request a refund. However, original shipping costs will not be reimbursed.

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12. CONTACT INFORMATION

• 12.1 Customer Service: For any shipping-related queries, concerns, or feedback, customers are encouraged to reach out to our dedicated customer service team.

• 12.2 Contact Details:

  • Email: ZenGen@ZenGenUSA.com

  • Mailing Address: 95-1107 Koolani Drive #226, Mililani, HI, 96789, United States.

• 12.3 Response Time: We endeavor to respond to all inquiries within 48 business hours. Your patience and understanding are greatly appreciated.

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13. CHANGES TO THE SHIPPING POLICY

• 13.1 Policy Revision: ZenGenUSA.com reserves the right to modify, alter, or update this Shipping Policy at any time. Such changes will be effective immediately upon posting to our website.

• 13.2 Customer Notification: While we strive to notify our customers of any significant changes, it is the customer’s responsibility to review our Shipping Policy periodically to stay informed.

• 13.3 Continued Use: By continuing to use our website and making purchases, customers agree to any updates or changes made to this Shipping Policy.

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14. COMPLIANCE WITH LAWS

• 14.1 Adherence to Regulations: ZenGenUSA.com commits to full compliance with all applicable local, state, national, and international shipping laws and regulations.

• 14.2 International Shipments: For shipments outside the United States, customers are responsible for ensuring their orders comply with the receiving country's import regulations and laws.

• 14.3 Legal Disputes: Any disputes or claims arising out of our shipping practices will be governed by and construed in accordance with the laws of the State of Hawaii, without regard to its conflict of law rules.