SHIPPING POLICY

At ZENBON, we aim to provide reliable and efficient delivery for every order. This Shipping Policy explains how orders are processed, shipped, delivered, and handled in the event of delays, address issues, lost packages, or other shipping-related matters.

By placing an order on our website, you agree to the terms outlined in this Shipping Policy.

1. ORDER PROCESSING TIME

Orders are generally processed within 1–3 business days after payment has been successfully received.

Business days do not include weekends or public holidays.

During peak shopping periods, promotional events, holidays, product launches, or periods of unusually high order volume, processing times may be slightly longer.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information where available.

Please note that order processing time is separate from estimated delivery time.

2. ESTIMATED DELIVERY TIME

Estimated delivery times vary depending on the product, destination, inventory location, shipping method, and carrier.

For products available in local or regional warehouses, estimated delivery may be approximately:

• United States: 3–7 business days

• Germany: approximately 3–5 business days

• Other European destinations: approximately 3–10 business days

• Other international destinations: delivery times may vary depending on destination and product availability

These delivery estimates are provided for reference only and are not guaranteed unless expressly stated otherwise.

Actual delivery times may vary due to carrier operations, customs processing, weather conditions, holidays, remote delivery locations, or other circumstances outside our reasonable control.

3. SHIPPING COSTS

Shipping costs, if applicable, will be displayed during checkout before payment is completed.

Certain products or destinations may qualify for free shipping.

Free shipping promotions may be subject to product, region, order value, or promotional restrictions.

Any expedited, special handling, remote-area, or additional delivery charges will be displayed at checkout where reasonably possible or communicated before shipment.

4. SHIPPING DESTINATIONS

ZENBON ships to selected countries and regions.

Availability may vary depending on:

• Product type

• Battery shipping restrictions

• Carrier availability

• Local laws or import requirements

• Warehouse inventory

• Destination accessibility

Certain electric wheelchairs and other battery-powered mobility products may be subject to additional transportation requirements or restrictions.

If we are unable to ship your order to the delivery address provided, we will contact you as soon as reasonably possible.

5. WAREHOUSE FULFILLMENT

Orders may be fulfilled from different warehouses depending on:

• Customer location

• Product availability

• Product model

• Inventory levels

• Delivery efficiency

Where possible, we may fulfill orders from a warehouse closer to the customer to reduce delivery time.

The warehouse used to fulfill an order does not affect the product's applicable warranty or customer service rights.

6. TRACKING YOUR ORDER

Once your order has shipped, we will provide tracking information where available.

Tracking updates may take 24–72 hours after shipment to appear in the carrier's system.

If your tracking information has not updated for an extended period, please contact us at:

support@zenbon.com

We will assist you in reviewing the shipment status.

7. MULTIPLE SHIPMENTS

If your order contains multiple products, accessories, batteries, replacement parts, or products stored at different warehouses, your order may be delivered in separate packages.

Separate packages may arrive on different dates.

You may receive more than one tracking number for the same order.

There is no additional shipping charge simply because we choose to split an order into multiple shipments unless otherwise agreed.

8. SHIPPING ADDRESS RESPONSIBILITY

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

Please carefully review your:

• Full name

• Street address

• Apartment or unit number

• City

• State or province

• Postal or ZIP code

• Country

• Telephone number

before submitting your order.

If you notice an error in your shipping address, please contact us at support@zenbon.com as soon as possible.

We will make reasonable efforts to update the address before the order is shipped.

Once a package has been shipped, we may not be able to change the delivery address.

If an order is returned, delayed, lost, or requires redelivery because the customer provided an incorrect or incomplete address, additional shipping charges may apply where permitted by law.

9. DELIVERY AND RECEIPT OF LARGE PRODUCTS

Electric wheelchairs, rollators, walkers, and other mobility products may be shipped in larger or heavier packages.

Customers should ensure that someone is available to receive the shipment where necessary.

When your package arrives, please inspect the outer packaging for visible signs of damage before or immediately after accepting delivery.

If possible, keep the original packaging until you have inspected and tested the product.

We strongly recommend taking photographs of any visibly damaged packaging before opening the package.

10. DAMAGED PACKAGES OR PRODUCTS

Please inspect your order promptly after delivery.

If your package or product arrives:

• Damaged

• Defective

• Incomplete

• Missing parts

• Or different from what you ordered

please contact us at support@zenbon.com as soon as possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the packaging

• Clear photographs or videos of the product and damaged area, where applicable

Our customer service team will review the issue and provide an appropriate solution.

Please retain the original packaging and shipping materials until the issue has been resolved.

11. LOST PACKAGES

If tracking shows that your order has not been delivered within a reasonable period, please contact us.

We may contact the shipping carrier and open an investigation.

Carrier investigations may take several business days to complete.

If a shipment is confirmed as lost, we will work with you to provide an appropriate solution, which may include a replacement or refund, depending on the circumstances and applicable law.

12. PACKAGES MARKED AS DELIVERED

If tracking shows your package as delivered but you cannot locate it, please first:

• Check around your property

• Check with household members

• Check with neighbors or building management

• Review any delivery photographs or carrier notifications

• Contact the local carrier or delivery office

If you still cannot locate the package, please contact us at support@zenbon.com.

We will assist you in reviewing the delivery information and determining the next appropriate step.

13. DELIVERY DELAYS

Although we work with carriers to provide reliable delivery, delays may occasionally occur due to circumstances outside our reasonable control.

These may include:

• Severe weather

• Natural disasters

• Carrier delays

• Customs inspections

• Labor disruptions

• Public holidays

• Road closures

• Transportation interruptions

• Government restrictions

• Remote delivery locations

• High seasonal shipping volumes

We are not able to guarantee delivery dates affected by circumstances outside our reasonable control.

However, we will make reasonable efforts to assist customers in resolving shipping issues.

14. REFUSED OR UNCLAIMED PACKAGES

Please contact us before refusing delivery of an order.

If a customer refuses a package without prior authorization, or a package is returned because the customer failed to collect it or provide necessary delivery information, additional return shipping or redelivery costs may apply where permitted by law.

Any refund issued for a refused or unclaimed package may be subject to deductions for applicable shipping or return costs, except where prohibited by law or where the refusal is caused by a confirmed product defect, shipping damage, or our error.

15. CUSTOMS, DUTIES, AND IMPORT TAXES

For international orders, customs duties, VAT, import taxes, brokerage fees, or other charges may apply depending on the destination country and shipping arrangement.

Where taxes or duties are included in the purchase price or shipping method, this may be indicated at checkout.

Where they are not included, the customer may be responsible for charges imposed by local customs or government authorities, unless otherwise stated.

ZENBON does not control customs processing times or charges imposed by government authorities.

Please contact us before ordering if you have questions about possible import charges for your destination.

16. BATTERY-POWERED PRODUCTS

Certain ZENBON products contain lithium batteries or other regulated battery components.

Battery-powered products may be subject to special shipping procedures, carrier restrictions, air transportation rules, or destination-specific regulations.

As a result, delivery methods and estimated shipping times for electric wheelchairs or other powered mobility products may differ from standard products.

Replacement batteries may also be shipped separately from the main product where required.

17. PRE-ORDER OR BACKORDERED PRODUCTS

Some products may occasionally be available for pre-order or backorder.

If an item is not immediately available for shipment, the estimated dispatch or availability date may be displayed on the product page or communicated after purchase.

If a significant delay occurs, we may contact you with an updated estimated shipping date.

Where required by applicable law, you may have the option to cancel an order affected by a significant delay.

18. ORDER CHANGES AFTER SHIPMENT

Once an order has been shipped, we generally cannot:

• Change the shipping address

• Change the product model

• Add or remove products

• Cancel the shipment

If you no longer wish to keep the product after shipment, please receive the package and follow our Return & Refund Policy.

19. DELIVERY FAILURE CAUSED BY CUSTOMER INFORMATION

If delivery cannot be completed because of:

• An incorrect address

• An incomplete address

• An invalid telephone number

• Failure to respond to carrier contact

• Failure to collect the package

• Refusal of delivery without authorization

the customer may be responsible for reasonable redelivery or return shipping costs where permitted by applicable law.

20. RISK OF LOSS

Risk of loss or damage will pass in accordance with applicable law.

Nothing in this Shipping Policy is intended to remove or limit any mandatory consumer protection rights relating to goods that are lost, damaged, or undelivered while in transit.

21. RETURNS

Shipping-related returns are subject to our Return & Refund Policy.

Please do not send a product back without first contacting us and receiving return instructions.

Return addresses may vary depending on the product, customer location, warehouse, and reason for return.

22. CONTACT US

If you have questions about shipping, delivery, tracking, or an order that has not arrived, please contact us:

Email: support@zenbon.com
Brand: ZENBON
Website: zenbon.com

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