International shipping rates, delivery times, and customs and tax
ZENSATION currently delivers to the United States, Europe, Southeast Asia, and Asia. We apologize for any inconvenience, but ZENSATION is not able to deliver to PO Boxes or hotel addresses.
Shipping rates (per order)
|Method||Shipping fee - per order
Net Order Amount (US$)
|US$ 100 or below||US$ 101 or above||Business days|
|Standard shipping||US$12.00||US$20.00||14–21 or less*|
|Expedited shipping||US$30.00||5–7 or less|
*Due to lengthier customs processing times in some countries (such as the UK, France and Germany), the delivery time of some orders may take up to 4–6 weeks.
We begin processing orders as soon as we receive them in order to ensure each item is shipped as quickly as possible. You may expect to receive your order within 5–21 business days (not including the day the order was placed) depending on the delivery country and shipping method selected.
We operate from 9:30am to 6:30pm (GMT+8) Monday to Friday excluding public holidays. Orders received between Monday and Friday are generally processed by the end of the following business day. Orders received on Saturday, Sunday, and public holidays usually require an additional day for processing.
First-time customers may experience slightly longer delivery times due to the time it takes to authorize an initial payment and conduct security checks.
Please note that international orders may be subject to customs clearance procedures that may cause delivery delays beyond ZENSATION's original delivery time estimates. ZENSATION cannot accept responsibility for delays caused by customs and/or duty regulations and procedures. Holidays such as Christmas, Chinese New Year, Easter, and other holiday periods, may also cause additional delays beyond ZENSATION's control.
As the customer, you may be subject to additional import duties and taxes once a shipment reaches your country, depending on your country's policies. Please be aware that additional customs clearance charges must be paid by the customer. ZENSATION has no control over such charges and is unable to anticipate them.
Customs policies vary widely from country to country. Please contact your local customs office for more information. When ordering products from ZENSATION, please be aware that you – the customer – becomes the 'importer of record' and must comply with all laws and regulations of the country in which you are receiving the goods.
If you have any questions about ordering through ZENSATION online, or our delivery times, please email us at firstname.lastname@example.org.
Customs and tax
When ordering from ZENSATION you are considered the 'importer of record' and must comply with the laws and requirements of the country in which you are receiving the items. Please be aware that your order may be subject to import duties and/or taxes and any additional charges for customs clearance must be paid by the customer. ZENSATION has no control over such policies or charges and cannot assume responsibility for any ordered goods meeting local customs laws and/or duties and taxes.
Custom policies vary widely from country to country, and you should contact your local customs office for further information.
Please note that if your package is returned to ZENSATION due to your refusal to pay customs tax and/or duties, you will be responsible for the return shipping charges and a re-stocking fee of 15% of the total product purchase price. The balance will then be refunded back to you.
Order processing and payments
Order confirmation and queries
After your order has been successfully received by ZENSATION, we will email you your order confirmation and order number.
Orders received between Monday and Friday are generally processed by the end of the following business day. Orders received on Saturday, Sunday, and public holidays usually require an additional day for processing.
For any questions regarding your order, please email your order number with the nature of your enquiry to email@example.com.
Out of stock orders
If the item you ordered is out of stock, we will notify you via email within one business day. Please make sure to add us to your address book so any email correspondence from us is not filtered as spam.
Once your online order has been received and a confirmation email has been sent, we are, unfortunately, unable to accept any changes to your order free of charge. If you wish to make a change to your order, a US$5.00 administration fee will be required for each change. Please be aware that, whenever a change is made to an order, the original estimated delivery date will be affected. Once an order has been packed or dispatched, no further changes will be accepted.
We usually dispatch all orders within the next business day. If you need to cancel an order, please contact ZENSATION as soon as possible via email at firstname.lastname@example.org and be sure to include your order number. If your order has not yet been packed or dispatched, a cancel order confirmation email will be sent to you and your payment will be refunded. For our refund procedure, please refer to our refund policy. Please be aware that, once an order has been packed or dispatched, it cannot be canceled.
We accept payments by Visa, MasterCard and Pay Pal. As the credit card holder, you are subject to validation and authorization checks controlled by your credit card issuer. If the issuer of your credit card refuses to authorize your payment to ZENSATION, we will not be liable for any delivery delay or unavoidable cancellation of your order.
Returns, refunds and exchanges
ZENSATION customers may return products purchased through our website within no more than 7 days of the order delivery receipt (based on the recorded delivery date and time), and upon approval by ZENSATION. Please note that, before providing a refund for any returned product, ZENSATION will first need to verify its condition. For further information, please check our non-returnable section.
ZENSATION will pay the customer's return shipping fee if the return is a result of any error made by ZENSATION. ZENSATION regrets that we do not refund original shipping and handling fees, and can only refund the total value of the product(s).
If your order was placed using a promotion code or free gift, you must return these with your product(s) in order receive the refund. Otherwise, the original price of the product will be deducted from the refund.
How to return a Zensation Product purchased through our website
Please note that all returned orders must be sent within 7 days of receiving the order (based on the recorded delivery date and time).
It takes just a few simple steps to pack and return your Zensation Product(s):
1. Email your personal information that you supplied with your order, and your order number, to email@example.com. Please clearly mark "Returned goods request" in your email, or as the email subject heading.
2. Post the product(s) you wish to return to: ZENSATION Asia Flat C, 10/F Dragon Industrial Building 93 King Lam Street Cheung Sha Wan, Kowloon Hong Kong
ZENSATION US 9730 Wilshire Blvd, Suite 214,Beverly Hills, CA 90212, U.S.A. Please note that all return shipping fees must be prepaid by the sender. ZENSATION cannot accept COD returns.
As you have an obligation to take reasonable care of all goods still considered to be in your possession, and will consequently be liable for any damage to them, ZENSATION recommends that you insure your return shipment until it is marked as received by ZENSATION at our warehouse. ZENSATION also recommends that you retain your proof of postage.
Returns processing time
Once ZENSATION has received and successfully processed your return request, we will notify you about your refund via email. The refund will appear via the same payment method originally used for the purchase; however, cash refunds are not available at present, and COD and direct deposit orders will need to be refunded by check. After ZENSATION has placed a refund request to our bank, it will take up to 3–4 weeks for our credit card issuer to process your credit back to your account, and roughly the same amount of time for a refund by check or telegraphic transfer.
ZENSATION apologizes for any inconvenience, but we are unable to accept returns of certain products, including:
• Any product that is sent for return more than 7 days after you received it (based on the recorded delivery date and time).
• Any product that has been opened, used, or has had its packaging partially or fully removed.
• Any product that is not in its original condition, is damaged, or is missing parts.
• Any discount, clearance, or sales product.
• Any free gift product or sample.
• Any product that is purchased at a ZENSATION store.
In the event of any dispute, ZENSATION's decision shall be final and conclusive.
Exchanges of damaged or defective goods
ZENSATION within 7 days of receiving it in order to be eligible for an exchange. Please email your complaint details along with your order number to firstname.lastname@example.org. Please note that ZENSATION only offers exchanges for damaged, defective, and incorrect products.
All Zensation Products are carefully checked for quality and accuracy before dispatch, and while we make every effort to ensure that our products reach our customers in perfect condition, it is rare but not impossible that a product may become damaged during the delivery process. Should this occur, please return the damaged or incorrect products by simply following the instructions outlined in our returns and refunds procedures and we will arrange to resend the product using the same shipping method originally selected without charging for additional delivery. The fee for the return shipping will also be credited back to you through an offer of the same amount off your next ZENSATION online purchase.
If the product being exchanged has become sold out, ZENSATION will refund the full value of the product using the same payment method originally used for the purchase. However, cash refunds are not available at present, so COD and direct deposit orders will need to be refunded by check. After ZENSATION has placed a refund request to our bank, it will take up to 3–4 weeks for our credit card issuer to process your credit back to your account, and roughly the same amount of time for a refund by check or telegraphic transfer.