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These Shipping Terms apply to all orders for luggage products placed within the EU through the official ZENITHWAVEG TECHNOLOGIES INC website (zenithwaveg.com, hereinafter referred to as the "Website") (hereinafter referred to as "Order"). They set forth our rights and obligations with you (the purchaser, hereinafter referred to as "you") regarding the shipment, transportation, and delivery of these products. If you have any questions regarding these Terms, please contact us using the contact information at the end of these Terms.
1. Shipping Rules and Timeframes
Order Confirmation and Stock Preparation: After you submit your order and complete payment on this Website, we will review your order information (such as shipping address, product model, payment status, etc.) within one business day. Once approved, the order will enter the stock preparation stage, which includes inventory verification, quality re-inspection, and packaging reinforcement.
Shipping Time: After your order is approved and stock preparation is complete, we will arrange shipment within 5-7 business days (excluding EU statutory holidays and weekends). If the item you ordered is a customized bag (customized to your needs), the delivery time will be separately agreed upon in the customization agreement and will usually be extended beyond the above. The specific time will be determined on the order details page or by customer service.
Shipping Delay Notice: If a delivery delay is caused by the following special circumstances, we will notify you of the reason for the delay and the estimated delivery time in advance via the email address or text message provided with your order, and we will not be held liable for any breach of contract:
Temporary inventory shortage (e.g., a sudden large order resulting in insufficient inventory and requiring restocking);
The delivery address you provided is incomplete or incorrect and requires your confirmation;
Force Majeure within the EU, such as extreme weather (such as heavy rain, snow, or typhoons), logistics strikes, traffic restrictions, or public health emergencies;
Special inspection of the product by customs.
2. Shipping Time
Shipping Time: After the product is shipped from our warehouse, under normal logistics conditions, the shipping time within the EU is 20-40 business days (excluding the shipping day and EU statutory holidays and weekends). Shipping times may vary slightly due to the following factors. We will provide a tracking number after your order is shipped so you can track your shipment progress in real time:
Delivery Address: Shipping times to core cities in major EU countries (such as Germany, France, and Italy) are typically 20-30 business days. For remote areas (such as rural areas in Northern and Eastern Europe), shipping times may extend to 30-40 business days.
Delivery Provider Efficiency: The transit procedures and delivery frequency of different logistics providers (such as DHL, FedEx, and local postal partners) may affect shipping times.
Customs Clearance Speed: If the product requires customs inspection between EU member states, customs clearance time may increase by an additional 3-5 business days. (Generally, goods moving within the EU do not require secondary customs clearance, with exceptions for special categories.)
3. Logistics Provider and Tracking
Logistics Provider Selection: Based on your delivery address, product type (e.g., size, weight), and shipping costs, we will prioritize logistics providers with EU-compliant shipping qualifications and reliable service. These providers include, but are not limited to, DHL, FedEx, DPD, and local postal service providers in EU member states (e.g., DHL Paket in Germany and La Poste in France). You can view the proposed logistics provider on the order details page when placing an order. If you have special requirements for a specific logistics provider (e.g., specifying a specific provider), please contact customer service before placing an order. Any additional shipping costs may be borne by you. Tracking Service: After your order is shipped, we will provide you with tracking services through the following methods:
Automatic Notification: Within 12 hours of your order being shipped, we will send a "Shipping Notification" email to your specified email address. This email will include the tracking number, a link to the logistics provider's official website, and tracking instructions.
Website Tracking: You can log in to the "My Orders" section of this website, find the order, and click the "Tracking" button to view the shipping status of your order in real time (e.g., shipped, in transit, arrived at the transit warehouse, in delivery, signed for, etc.).
Customer Service Assistance: If you are unable to access shipping information using the tracking number, or have questions about the shipping status, please contact our customer service team with your order and tracking number. We will assist you in verifying the status with the logistics provider.
4. Shipping Fee Calculation: Shipping fees within the EU are calculated based on the total weight and volume (length × width × height) of your order, as well as the location of your delivery address. The specific fee will be automatically displayed on the checkout page after you enter your delivery address when placing your order. Shipping Charges:
Normal Orders: Shipping charges are payable together with the product purchase price when you place your order.
Post-Sales Shipping: If you need to return a product (e.g., return or exchange) due to our fault (e.g., wrong shipment, product quality issues), we will cover the return shipping costs. Upon return, you can provide the tracking number and shipping receipt, and we will refund the shipping costs via the original payment method. If you request a return for personal reasons (e.g., dislike, wrong size), you will be responsible for the return shipping costs.
5. Product Delivery and Signature
Delivery Address Confirmation: When placing your order, you must accurately provide your complete delivery address, including street name, house number, floor, unit number, postal code, contact name, and phone number. We are not responsible for any non-delivery, delayed delivery, or return of the product due to an incomplete or incorrect delivery address, and you will be responsible for any return and reshipping shipping costs.
Signature Requirements: When the product is delivered, the logistics service provider will contact you at the phone number you provided to confirm the delivery time. Upon signing for the goods, we recommend that you or your authorized agent (valid identification required) inspect the goods on-site:
Packaging Inspection: Inspect the goods packaging for signs of damage, squeezing, moisture, or opening. If the packaging is damaged, you may refuse to accept the goods and indicate "Damaged Packaging, Rejected" on the delivery receipt. Contact our customer service to explain the situation.
Quantity and Model Verification: Upon signing for the goods, open the packaging and verify the model, color, and quantity of the goods that match the order. Also, check if any accessories are missing (such as straps, locks, manuals, etc.). If any issues are found, please contact the logistics provider immediately for written verification and provide feedback to our customer service team within 24 hours.
Responsibility for Signing for the Goods: If you authorize someone to collect the goods on your behalf, the signature of the agent on the delivery receipt constitutes your confirmation that the goods are intact. If you subsequently raise issues such as damaged packaging or discrepancies with the goods, we will be unable to assist you in pursuing liability with the logistics provider. Unable to Sign for: If the following circumstances prevent the delivery of the product, the logistics provider will handle the situation according to regulations and notify you promptly:
Multiple delivery attempts, no one answering the phone, or no one picking up the goods: The logistics provider will typically attempt delivery three times. If you are unable to contact you or no one signs for the goods three times, the goods will be returned to our warehouse. We will contact you after receiving the return to confirm whether to reship (you will be responsible for the reshipping costs) or cancel the order (refund the original shipping costs).
The delivery address does not exist or has been relocated: The goods will be returned to our warehouse. We will contact you to verify the new delivery address. If you cannot provide a valid address, we will cancel the order and refund the purchase price (refund the original shipping costs).
6. Risk of Goods During Transportation
Risk Transfer Time: We bear the risk of damage, loss, or theft of the goods during transportation until the goods are signed for by you or your authorized agent. The risk transfers to you after the goods are signed for.
Risk Management:
Product Damage: If you discover damage to the product during transportation (e.g., cracked outer shell, broken wheels, deformed zippers, etc.) upon receipt, you must refuse to accept the product immediately and request a "Product Transport Damage Certificate" from the logistics provider. Take photos (including the damaged area, packaging, and tracking number) and send them to our customer service email ([email protected]) within 24 hours. After verification, we will offer two options: free reshipment or order cancellation and a full refund (including product purchase price and shipping costs).
Product Loss: If the tracking information indicates the product was lost during transportation (e.g., the shipping status remains in "In Transit" for an extended period and exceeds the estimated shipping time of 10 business days), we will initiate a lost item verification with the logistics provider. Upon verification, we will either reship the product free of charge or provide a full refund (including product purchase price and shipping costs). The verification process typically takes 5-7 business days, and we will update you on the progress.
7. Force Majeure and Disclaimer
Force majeure is defined as unforeseeable, unavoidable, and insurmountable circumstances, including but not limited to extreme weather conditions (such as heavy rain, snow, earthquakes, and floods) within the EU, war, terrorist attacks, government bans, logistics strikes, traffic disruptions, public health incidents (such as epidemics), and temporary adjustments to customs policies.
Disclaimer: We assume no liability for delayed shipment, transportation delays, non-delivery, or damage to goods due to force majeure. However, we will notify you of the situation within 24 hours of the occurrence of the force majeure event through the contact information you provide and resume shipment or transportation as soon as possible after the force majeure event has resolved. If force majeure prevents the fulfillment of your order, we will cancel the order and refund the full purchase price (including the purchase price and shipping fees).
8. Contact Information
If you have any questions about these shipping terms or require assistance with product shipment, transportation, or receipt, please contact us through the following methods:
Company Name: ZENITHWAVEG TECHNOLOGIES INC
Official Website: zenithwaveg.com
Business Email: [email protected] (Email is preferred; we will respond within 1-2 business days.)
Company Registration Number: 20251952423