Frequently Asked Questions

Welcome to ZenoviaLiving. Below you’ll find answers to some of the most common questions about ordering, payment, shipping, returns, and customer support.

Orders & Payment

1. Do I need an account to place an order?

No. You can place an order as a guest without creating an account.

Creating an account, however, can make future shopping easier by allowing you to view your order history, check order information, and enjoy a faster checkout experience.

2. What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, American Express, and Discover, as well as PayPal.

Available payment methods may vary depending on your location and will be displayed at checkout.

3. Is my payment information secure?

Yes. We use secure, encrypted technology to protect your information during checkout. Payment information is processed securely through our payment service providers.

4. What currency are your prices displayed in?

Our store transactions are primarily processed in U.S. Dollars (USD).

If your card or payment account uses another currency, your bank or payment provider may convert the amount according to its applicable exchange rate and may charge additional conversion fees.

5. Can I change or cancel my order after placing it?

If you need to make a change to your order, please contact us at support@zenovialiving.com within 24 hours of placing your order.

We will do our best to accommodate your request. However, once an order has been processed or shipped, we may no longer be able to change the shipping address, product details, or cancel the shipment.

Please review your order information carefully before completing checkout.

Shipping & Delivery

6. How long does order processing take?

Orders are generally processed for verification, quality checking, packaging, and dispatch within 72 hours after your order is placed and payment is received.

Processing times may be longer during holidays, promotional periods, or periods of unusually high order volume.

7. How long does shipping take?

Estimated standard delivery times are:

• United States & Canada: approximately 2–4 weeks

• Australia & New Zealand: approximately 2–4 weeks

• United Kingdom & Europe: approximately 2–4 weeks

• Other destinations: approximately 2–5 weeks

These are estimated delivery times and may vary depending on your location, carrier operations, customs processing, local delivery conditions, and order volume.

8. How can I track my order?

Once your order has been shipped and tracking information becomes available, we will send the tracking details to the email address used when placing your order.

Please note that tracking information may take several days to update after shipment.

9. Why hasn’t my tracking information updated?

Tracking systems sometimes require a few days to register a newly shipped parcel.

If your tracking information has not updated immediately, this does not necessarily mean that your package has stopped moving. Please allow some time for the carrier’s tracking system to refresh.

If you are concerned about your shipment, contact us at support@zenovialiving.com with your order number.

10. Will all items in my order arrive together?

Not always. Some products may be shipped separately because we work with different warehouses and fulfillment locations.

If your order contains multiple items, you may receive more than one package, and the packages may arrive on different dates.

11. Can I change my shipping address?

Please contact us at support@zenovialiving.com within 24 hours of placing your order if you need to correct or change your shipping address.

We will try to update the address before your order is processed. However, once the order has been processed or shipped, we cannot guarantee that the shipping address can be changed.

Customers are responsible for providing a complete and accurate delivery address when placing an order.

12. Do you ship internationally?

ZenoviaLiving serves customers in many countries and regions.

Shipping availability, delivery options, and any applicable shipping charges depend on the destination and will be displayed during checkout.

International shipments may occasionally experience delays due to customs or local carrier procedures.

Returns & Refunds

13. What is your return policy?

If you are not satisfied with your purchase, eligible items may be returned within 30 days of receiving your order.

Please contact us at support@zenovialiving.com before returning any item. Include your order number and the item you would like to return, and our customer support team will provide you with the appropriate return instructions.

Original shipping charges are not refundable.

Return conditions may differ during certain promotional periods, so please review any promotion-specific terms before placing your order.

14. How do I start a return?

To request a return, email us at support@zenovialiving.com and include:

• Your order number

• The product you would like to return

• The reason for your return

Our customer support team will review your request and provide the next steps and return instructions.

Please do not send a return without first contacting our customer support team.

15. What should I do if my item arrives damaged?

If your item arrives damaged, please contact us within 14 days of receiving your order.

Email support@zenovialiving.com with the subject line “DAMAGED” and include your order number along with clear photos showing the damaged product and packaging.

Our team will review the information and assist you with an appropriate solution.

16. What should I do if an item is missing from my order?

Some orders may arrive in separate packages, so please check your shipping and tracking information first.

If all expected packages have arrived and an item is still missing, contact support@zenovialiving.com with the subject line “MISSING ITEM” and include your order number and details of the missing product.

We will review your order and assist you as soon as possible.

17. What happens if my package is lost during delivery?

If tracking indicates that your package may have been lost in transit, please contact our customer support team.

For eligible insured shipments, we will review the shipping information and available evidence and assist with the appropriate resolution.

Products

18. Will the product look exactly like the photos?

We make every effort to display product colors, details, and images as accurately as possible.

However, actual colors may vary slightly depending on your screen settings, lighting conditions, product batches, and other display differences.

Please review the product description, dimensions, materials, and available options carefully before ordering.

19. Where can I find product dimensions, materials, and care instructions?

Product-specific information is provided on the individual product page whenever applicable.

Because materials, dimensions, and care requirements vary by product, we recommend checking the product description before purchasing.

If you need additional information about a product, please contact support@zenovialiving.com.

Customer Support

20. How can I contact ZenoviaLiving?

Our customer support team is available to assist with questions about products, orders, shipping, returns, and after-sales support.

Email: support@zenovialiving.com
Tel: +86 181 7561 6419

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

Company Information

The following business information applies to ZenoviaLiving:

Company Name: Shenzhen Qiaoetao International Trading Co., Ltd.

Registration No.: 91440300MAKDA8PX0G

Email: support@zenovialiving.com

Tel: +86 181 7561 6419

Address: Room 404, No. 71 Tiegang Village, Tiegang Community, Xixiang Subdistrict, Bao'an District, Shenzhen, China

Still Have Questions?

We’re happy to help.

If you cannot find the answer you’re looking for, please contact our customer support team at support@zenovialiving.com and we’ll assist you with your inquiry.