FAQ

How can I contact Zenyzen?

Email support@zenyzen.com or call +40 742 140 755 (Romania) / +49 163 7830812 (international support), Monday–Friday 9:00–17:00 CET. We reply within 1 business day.

Do you ship worldwide?

Yes — we ship worldwide, and shipping is free on every order.

Where do my orders ship from?

Zenyzen is a curated retailer, not a manufacturer. We work with established manufacturing and fulfilment partners, and most orders are dispatched directly from our partners' warehouses in Asia; selected items may ship from a regional warehouse closer to you. That's how we keep shipping free worldwide.

When will my order be processed?

Orders are processed within 1–3 business days (Monday–Friday). Orders placed on weekends or public holidays are processed from the next business day.

How long does delivery take?

We've simplified delivery to a single estimate for all destinations. Orders are dispatched within 1–3 business days, then transit typically takes 3–9 business days, for a total estimated delivery of 4–12 business days to all destinations. These are estimates, not guarantees — full details are in our Shipping Policy.

How do I track my order?

You'll receive a tracking number by email as soon as your order ships (allow 1–3 business days for it to activate). You can follow your parcel via the Order Lookup link in our footer or on the carrier's website. If tracking hasn't updated within 5 business days of dispatch, email us with your order number.

Will I be charged customs or import taxes?

Depending on your country, imported goods may be subject to customs duties or import taxes set by your local authorities; where they apply, they are the customer's responsibility unless shown at checkout. Your local customs office can tell you what applies before you order.

Can I change or cancel my order?

Contact us within 12 hours of placing your order and we'll do our best to catch it before dispatch. Once it has shipped we can't cancel it, but you can return it under our 30-day return policy.

What payment methods do you accept?

Major credit and debit cards, plus the express options shown at checkout (such as PayPal, Apple Pay or Google Pay, where available in your region). All payments are encrypted and processed by PCI-DSS-compliant providers.

How do returns work?

You have 30 days from delivery to return your item — no restocking fee. Start a return by emailing support@zenyzen.com or calling us, and we'll confirm the return address and instructions within 1 business day. Returns are handled by Bunny Honey Club SRL, Strada Petricani 4, 023842 Bucharest, Romania, unless we provide a closer return facility. EU customers additionally have the statutory 14-day right of withdrawal, and time-limited steps in our process never limit your statutory rights under EU or local consumer law. Full details are in our Refund Policy.

What if my item arrives damaged, defective or incorrect?

Contact us with photos of the item and packaging plus your order number within 48 hours of delivery and we'll arrange a free replacement or full refund. Reporting within 48 hours just helps us resolve it faster — your statutory rights are not affected.

When will I receive my refund?

We inspect your return within 3 business days of receiving it and process the approved refund to your original payment method within 10 business days of receiving the returned item. Depending on your bank, it can take a further 3–10 business days to appear on your statement.

Are Zenyzen products medical devices?

No. Zenyzen products are wellness and relaxation devices — they are not medical devices. If you have a medical condition, are pregnant, use a pacemaker or other implant, or take medication that increases light sensitivity, please consult a qualified professional before using electrical wellness devices.

Do products come with a warranty?

EU customers benefit from the statutory legal guarantee of conformity of at least 2 years (Directive (EU) 2019/771); customers elsewhere keep the rights of their local consumer law. If something stops working as it should, contact us and we'll make it right.

Still have questions? Email support@zenyzen.com — we're happy to help.