SHIPPING & RETURNS
SHIPPING POLICY
Order Processing
All orders are processed within 1-3 business days after payment confirmation. During periods of high demand, processing times may be slightly longer.
Delivery Times
Estimated delivery times may vary depending on the destination and local transport services.
DHL Express Shipping 4 - 8 Business Days C$6.52
DHL Free Shipping 9 - 13 Business Days C$0.00
Delivery dates may vary, being faster or slightly later, due to carrier services and transport flow.
Order Tracking
Once your order is shipped, you will receive a tracking code by email. Tracking information may take a few minutes to update in the carrier's system.
Possible Delays
While we do our best to ensure on-time deliveries, delays may occur due to customs processes, weather conditions, carrier logistics issues, or other situations beyond our control.
Customs Fees and Taxes
International orders may be subject to import duties, taxes, and customs charges determined by the destination country. These charges are the customer's responsibility.
Lost or Damaged Packages
If your order is lost in transit or arrives damaged, please contact our support team. We will analyze the situation and seek the best possible solution.
Incorrect Delivery Information
It is the customer's responsibility to provide correct and complete delivery information. Zelvia Active is not responsible for delays or delivery failures resulting from incorrect or incomplete addresses.
Contact Us
If you have any questions about your order or this Shipping Policy, please contact our customer service team. We'd be happy to help you.
Zelvia Active – Premium fitness fashion designed to offer confidence, comfort, and performance. 💜✨
RETURN & EXCHANGE POLICY
Timeframe for Requests
You can request an exchange or return within 15 days of receiving your order.
Conditions for Exchange or Return
For the request to be approved, the product must:
Be unused, unwashed, or undamaged;
Be in its original condition;
Contain original tags and packaging, when applicable;
Be accompanied by proof of purchase.
Damaged or Defective Products
If the product arrives damaged, with a manufacturing defect, or different from the item ordered, please contact us within 15 days of receipt. Our team will provide the best solution, including exchange, reshipment, or refund.
Refund
After the return is approved and the product is received, the refund will be processed using the same payment method used for the purchase. The time it takes for the funds to appear in your account may vary depending on the financial institution.
Shipping Costs
In cases of defective, damaged, or incorrectly shipped products, Zelvia Active will cover the costs related to the exchange or return.
For exchanges or returns due to buyer's remorse, incorrect size selection, or personal preference, shipping costs may be the customer's responsibility.
How to Request an Exchange or Return
Contact our support team with the following information:
Order number;
Full name;
Reason for the request;
Photos of the product, if necessary.
Our team will analyze your request and provide all necessary instructions.
Frequently Asked QuestionsCan I consolidate multiple income tax returns?
No — each return/exchange request must be sent separately using the corresponding label.
Do not mix items from separate orders in a single box.
If you need help, contact: zelvia.active@gmail.com