Shipping policy
Zovella – Shipping Policy
Last updated: 31 August 2026
Thank you for shopping with Zovella. This policy explains our order processing, shipping timeframes, tracking and what to do if a delivery problem occurs.
1. Order Processing
Orders are generally processed within 1–5 business days, excluding weekends and public holidays.
Once your order has been processed and dispatched, you will receive a shipping confirmation email containing tracking information where available.
Processing may take slightly longer during:
- Major sales and promotional events
- Product launches
- Public holidays
- Periods of unusually high demand
- Unexpected fulfilment disruptions
Processing time is separate from the estimated delivery timeframe.
2. Shipping Locations
Zovella ships to selected locations displayed during checkout.
Available shipping methods, prices and estimated delivery times depend on the destination and will be shown before payment is completed.
We may be unable to deliver to certain remote locations, restricted addresses, parcel lockers or countries. If we cannot fulfil your order, we will contact you and issue an appropriate refund.
3. Shipping Methods and Estimated Delivery
Our estimated delivery timeframes are:
Standard Shipping: 7–21 business days
Expedited Shipping: 3–14 business days, when available during checkout
These timeframes begin after your order has been processed and dispatched.
Delivery estimates are not guaranteed arrival dates. Delivery may be affected by the customer’s location, carrier performance, customs processing, severe weather, public holidays and other circumstances outside our reasonable control.
4. Tracking Your Order
When tracking is available, the details will be sent to the email address entered during checkout.
Please allow up to 48 hours after receiving your dispatch confirmation for tracking information to become active.
Tracking updates may occasionally pause while an order:
- Moves between carrier facilities
- Travels internationally
- Clears customs
- Transfers to a local delivery partner
If you have not received tracking information within 5 business days after dispatch, contact us at zovellasupport@gmail.com.
Please check your spam or junk folder before contacting us.
5. Shipping Delays
Although we aim to deliver orders within the estimated timeframe, delays may occur because of:
- Carrier or postal disruptions
- Customs inspections
- Severe weather or natural events
- Public holidays
- High seasonal demand
- International logistics interruptions
- Incorrect or incomplete delivery information
If your order has not arrived within 30 days of being placed, contact us so we can investigate with the relevant carrier.
Depending on the circumstances and applicable consumer law, an appropriate resolution may include continued delivery assistance, a replacement or a refund.
Nothing in this policy limits any mandatory rights available under the Australian Consumer Law or other applicable consumer-protection laws.
6. Customs, Duties and Taxes
International orders may be subject to customs duties, import taxes, processing fees or other charges imposed by the destination country.
Unless expressly collected during checkout, these charges are not included in Zovella’s product or shipping prices and are the customer’s responsibility.
Customs procedures may delay delivery. Zovella cannot control or predict customs processing times or charges.
We recommend contacting your local customs authority if you require further information before ordering.
7. Incorrect Shipping Information
Please carefully review your shipping address, email address and contact information before completing checkout.
If you notice an error, contact zovellasupport@gmail.com immediately. We will attempt to correct the information before the order is processed or shipped, but changes cannot be guaranteed.
Once an order has been dispatched, we may be unable to redirect it or update its delivery address.
Zovella is not responsible for delivery problems caused solely by incorrect or incomplete information supplied by the customer. If the parcel is returned to us, additional postage charges may apply before it can be resent.
Any refund for a returned parcel may be reduced by reasonable, non-refundable shipping expenses where permitted by law.
8. Unclaimed or Refused Deliveries
Customers are responsible for monitoring their tracking information and collecting an order from a collection point where required.
If an order is refused, left unclaimed or returned because delivery could not be completed, contact us to arrange an appropriate next step.
Additional shipping charges may apply if the customer requests redelivery, except where the failed delivery was caused by Zovella, the carrier or another issue for which the customer is not responsible.
9. Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it:
- Check around the delivery location and any safe-drop areas.
- Ask other household members, neighbours or building management.
- Confirm that the shipping address on your order is correct.
- Contact the delivery carrier for additional delivery information.
- Contact Zovella if the package still cannot be located.
We will assist with reasonable enquiries and may ask the carrier to investigate.
The outcome will depend on the carrier’s findings, the delivery instructions, any authority-to-leave request and applicable consumer law.
A “delivered” tracking scan does not automatically remove any rights or remedies that cannot legally be excluded.
10. Lost Packages
If tracking has not updated for an extended period or the carrier confirms that a package is lost, contact us at zovellasupport@gmail.com.
Please include:
- Your full name
- Your order number
- Your shipping address
- Your tracking number
- A brief description of the issue
We will investigate with the carrier and provide an appropriate resolution based on the circumstances and your legal rights.
Please do not submit a payment dispute while an active carrier investigation is underway unless the issue remains unresolved.
11. Damaged Deliveries
If your Zovella order arrives damaged, please contact us within 7 days of delivery where reasonably possible.
Please include:
- Your order number
- A description of the damage
- Clear photographs or video showing the product
- Photographs of the shipping packaging
- A photograph of the shipping label
Please keep the product and packaging until we have reviewed the claim.
Depending on the circumstances and applicable consumer law, we may provide a replacement, refund or another appropriate remedy.
Contacting us outside seven days does not remove any mandatory consumer rights you may have.
12. Incorrect or Missing Items
If your order contains an incorrect product, size or colour, or something is missing, contact us as soon as reasonably possible.
Please include your order number and photographs of everything received, including the product, packaging and shipping label.
Once reviewed, we will arrange an appropriate resolution.
13. Multiple-Package Deliveries
Orders containing multiple products may occasionally be dispatched in separate packages.
Each package may have a different tracking number and may arrive on a different day. Receiving one part of an order does not necessarily mean the remaining items are missing.
Check your dispatch confirmation for all available tracking numbers before contacting support.
14. Delivery Acceptance
Depending on the carrier and destination, deliveries may require a signature or may be left in a safe location.
Where a customer provides authority to leave a package unattended, responsibility for the package after a valid delivery may depend on the delivery instructions, carrier evidence and applicable law.
We recommend selecting a secure delivery address where someone is available to receive the order.
15. Contact and Support
For questions concerning delivery, tracking or your order, contact:
Email: zovellasupport@gmail.com
When contacting us, please include your full name and order number so we can assist you more quickly.
Thank you for choosing Zovella.