1-1. 

Unfortunately, once the order is delivered and signed, we will only be able to modify the billing address.

1-2.

When you click “Checkout”, the items in your cart will be reserved for you. Please note that the order must be paid within 1 hour. Adding a product to your cart does not reserve the item for you.

1-3.

If the product runs out of stock between adding it to the cart and checking out, that item will not appear on the order page.

1-4.

This may happen when the product is in stock while browsing, but the product is out of stock when you click the button. You can try again when it is in stock.

1-5.

Your order has been cancelled because of the limitation of the payment time. After 1 hour of placing an order, if the order has yet to complete payment, the order will be automatically canceled.

1-6.

Please check your region in the footer of our website and select the country with which your address is associated.

1-7.

All orders are processed within 2 business days. Shipping times depend on the location and the shipping method available in your region:

If you are in Europe, America, Canada or Japan:


Standard Shipping - 3-7 business days for delivery (Subject to stock availability)


Priority Shipping - 1-3 business days for delivery (Subject to stock availability)

If you are in regions out of the four countries above:


Standard Shipping - 10-20 business days for delivery (Subject to stock availability)


>Priority Shipping - 7-15 business days for delivery (Subject to stock availability)

Note: These shipping times are merely estimates. While we will try to deliver your order as quickly as possible, please note that orders placed during promotional periods and special events may require longer shipping times.

1-8.

You may cancel your order under the "My Orders" section of your SHAN ZU Account, as long as the cancel order button is active and your order is under pending shipment. Once your order has been processed and shipped, cancellation will not be possible and you may refuse the parcel upon delivery; we will issue a refund once we've inspected and received your parcel.

1-9.

Rest assured you have not been charged twice. Please contact your card issuer, as the money could be held by the bank.

1-10.

This could be an order status delay. Please check your account after 24 hours. If the status still is "pending" after 24 hours, please contact us and we will forward your issue to our Payments team.

1-11.

If you feel that your parcel is lost or missing, please contact SHAN ZU Support ASAP. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.

1-12.

We have two shipping methods for most regions - Standard and Priority. You can select one of these during checkout. The cost will be automatically calculated for your order.

1-13.

Unfortunately once an order is placed you will not be able to change the shipping method. Be sure to double check before giving the go-ahead!

1-14.

Shipping fees depend on your shipping address. If the shipping address is a remote area, the shipping fee may be higher than usual.

1-15.

You may track your order by visiting links below depending on the courier used?

USPS

UPS:

FEDEX

DHL

Or you can track your order by visiting: SHAN ZU tracking

1-16.

If you noticed that your parcel is damaged when you sign for it, please request the courier to make an abnormal remark on the shipping label. Please keep the original packaging and contact support ASAP. When you contact us, be sure to include pictures and evidence along with your claim. Once we obtain all of the relevant information it will usually take 5 to 7 business days to process.

1-17.

If you notice that your tracking number has not been updated for an extended period of time please contact SHAN ZU Support ASAP. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.

1-18.

If you received wrong or missing merchandise please contact SHAN ZU Support ASAP with photo evidence of your claim. Once we receive your claim we will process it ASAP.

1-19.

First you should confirm the tracking information and the outer packaging, check if there are any breakages or abnormal damage. Then, please open your parcel in front of the courier to confirm the quantity and marque of merchandise and packing list. If there is anything abnormal, please contact SHAN ZU Customer Support.

1-20.

Items shipped via priority are shipped by air which results in faster delivery times. Standard shipping is more economically friendly and will take more days to arrive. We strongly suggest priority shipping as it is faster and a better overall experience. About the detailed information about the delivery time of priority logistics service and standard logistics service, please check the question “When will I receive my order?” above.

1-21.

Normally, customs fees are already paid for. If you encounter a situation where you are asked to pay additional fees we strongly advise that you decline the payment. If you have already paid, please keep the invoice or evidence of payment and contact SHAN ZU customer support as soon as possible.

1-22.

Most of our couriers will make three attempts at delivery before marking a parcel as undeliverable. Once your parcel is marked as undeliverable it will be returned to warehouse. Once we received your returned parcel we will then process a refund to the original account used to purchase the item(s). If you have any questions, please do not hesitate to contact SHAN ZU Support.

1-23.

US/Virgin Islands (VI)

US/American Samoa (AS)

US/Guam (GU)

US/Northern Mariana Islands

1-24.

Prices in different countries to which we ship depend on operating costs, taxes, and other factors. It is our goal to set the lowest feasible prices for each market.

1-25.

www.shanzuchef.com offers free two-day ground shipping on all orders over $39 if you live in the following countries and regions:


United States


Europe


Canada


Japan


Orders from other countries are processed and shipped within 2-3 business days. You will receive an e-mail confirming your order shortly after you’ve placed it. Once the order has shipped, you will receive an additional e-mail with shipment notification and tracking information.


Our shipping partner, Web Interpret, calculates International shipping rates based on a variety of factors, including the number of items purchased, the weight of items and dimensions. Shipping costs are calculated at checkout for review before order confirmation.


Please note that you may be subject to tariffs and duties, and are responsible for any country-specific tariffs and duties, charged by your government to the purchasing party for importing items. Unfortunately, we are not in control of any country-specific tariffs and duties imposed on your order by your respective government. Taxes and duties will likely be charged on the items you order. If taxes and duties are placed on your package by officials, the fees will be your responsibility. We are legally obligated by Border Agencies to show the original price of any of the item(s).