Shipping Policy

ziloqa (“we” and “us”) is the operator of (https://ziloqa.com) (“Website”). By 
placing an order through this Website you will be agreeing to the terms below. 
These are provided to ensure both parties are aware of and agree upon this 
arrangement to mutually protect and set expectations on our service.

1. General 
Subject to stock availability. We try to maintain accurate stock counts on our 
website but from time-to-time there may be a stock discrepancy and we will not 
be able to fulfill all your items at time of purchase. In this instance, we will 
fulfill the available products to you, and contact you about whether you would 
prefer to await restocking of the backordered item or if you would prefer for us 
to process a refund.

2. Shipping Costs 
Shipping costs are calculated during checkout based on weight, dimensions and 
destination of the items in the order. Payment for shipping will be collected 
with the purchase. 
This price will be the final price for shipping cost to the customer.

3. Returns 
3.1 Return Due To Change Of Mind 
ziloqa will happily accept returns due to change of mind as long as a request to 
return is received by us within 30 days of receipt of item and are returned to 
us in original packaging, unused and in resellable condition. 
Return shipping will be paid at the customers expense and will be required to 
arrange their own shipping. 
Once returns are received and accepted, refunds will be processed to store 
credit for a future purchase. We will notify you once this has been completed 
through email. 
(ziloqa) will refund the value of the goods returned but will NOT refund the 
value of any shipping paid.

3.2 Warranty Returns 
ziloqa will happily honor any valid warranty claims, provided a claim is 
submitted within 90 days of receipt of items. 
Customers will be required to pre-pay the return shipping, however we will 
reimburse you upon successful warranty claim. 
Upon return receipt of items for warranty claim, you can expect ziloqa to 
process your warranty claim within 7 days. 
Once warranty claim is confirmed, you will receive the choice of: 
(a) refund to your payment method 
(b) a refund in store credit 
(c) a replacement item sent to you (if stock is available)

4. Delivery Terms 
4.1 Transit Time Domestically 
In general, domestic shipments are in transit for 2 – 7 days

4.2 Transit time Internationally 
Generally, orders shipped internationally are in transit for 4 – 22 days. This 
varies greatly depending on the courier you have selected. We are able to offer 
a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time 
Orders are usually dispatched within 2 business days of payment of order 
Our warehouse operates on Monday – Friday during standard business hours, except 
on national holidays at which time the warehouse will be closed. In these 
instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address 
For change of delivery address requests, we are able to change the address at 
any time before the order has been dispatched.

4.5 P.O. Box Shipping 
ziloqa will ship to P.O. box addresses using postal services only. We are unable 
to offer couriers services to these locations.

4.6 Military Address Shipping 
We are able to ship to military addresses using USPS. We are unable to offer 
this service using courier services.

4.7 Items Out Of Stock 
If an item is out of stock, we will cancel and refund the out-of-stock items and 
dispatch the rest of the order.

4.8 Delivery Time Exceeded 
If delivery time has exceeded the forecasted time, please contact us so that we 
can conduct an investigation

5. Tracking Notifications 
Upon dispatch, customers will receive a tracking link from which they will be 
able to follow the progress of their shipment based on the latest updates made 
available by the shipping provider.

6. Parcels Damaged In Transit 
If you find a parcel is damaged in-transit, if possible, please reject the 
parcel from the courier and get in touch with our customer service. If the 
parcel has been delivered without you being present, please contact customer 
service with next steps.

7. Duties & Taxes 
7.1 Sales Tax 
Sales tax has already been applied to the price of the goods as displayed on the 
website

7.2 Import Duties & Taxes 
For international shipments, import duties & taxes may be required to be paid. 
ziloqa pre-calculate these costs and display them at checkout and give customers 
the choice of pre-paying these duties and taxes, or choosing to pay them 
seperately upon arrival in your destination country. ziloqa encourage customers 
to pre-pay duties and taxes as pre-paying these will facilitate a faster 
delivery time as they will be less likely to be subject to delays at customs at 
their destination country. 
If you refuse to to pay duties and taxes upon arrival at your destination 
country, the goods will be returned to ziloqa at the customers expense, and the 
customer will receive a refund for the value of goods paid, minus the cost of 
the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations 
If you change your mind before you have received your order, we are able to 
accept cancellations at any time before the order has been dispatched. If an 
order has already been dispatched, please refer to our refund policy.

9. Insurance 
Parcels are insured for loss and damage up to the value as stated by the 
courier.

9.1 Process for parcel damaged in-transit 
We will process a refund or replacement as soon as the courier has completed 
their investigation into the claim.

9.2 Process for parcel lost in-transit 
We will process a refund or replacement as soon as the courier has conducted an 
investigation and deemed the parcel lost.

10. Customer service 
For all customer service enquiries, please submit an enquiry at sales@ziloqa.com

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