Shipping policy

Last updated: 27 October 2026

This Shipping Policy explains how ZHENNA LAY processes, packs and dispatches orders placed on this website.

Order processing

Orders are processed Monday to Friday, excluding public holidays. Most orders are packed and dispatched within 1 to 2 business days of payment confirmation. Orders placed on weekends or public holidays are processed on the next business day. If an item is temporarily unavailable, we will contact you with the expected dispatch date or offer an alternative or refund.

Cold chain and packaging

Frozen and chilled products are packed with insulated liners and dry ice or gel packs to protect quality during transit. Please move perishable items to a freezer or refrigerator immediately on delivery. Once an order is delivered, responsibility for correct storage passes to the customer.

Shipping rates and destinations

Shipping charges are calculated at checkout based on the destination, order weight and selected service. All prices on this website are shown in US dollars (USD). We ship within Australia and to selected international destinations. If your country is not available at checkout, please contact us and we will confirm whether delivery can be arranged.

Estimated delivery times

Metropolitan Australia: 2 to 5 business days after dispatch.
Regional Australia: 3 to 8 business days after dispatch.
International: 7 to 21 business days after dispatch, depending on destination and customs clearance.

These times are estimates provided by our carriers and are not guaranteed. Delays caused by weather, public holidays, customs or carrier disruptions are outside our control.

Tracking

When your order is dispatched you will receive a confirmation email with tracking details where the selected service provides them. Tracking information may take up to 24 hours to activate after dispatch.

Customs, duties and taxes

International orders may be subject to import duties, taxes and customs clearance fees levied by the destination country. These charges are the responsibility of the recipient and are not included in the order total or shipping charge. We cannot predict these amounts and cannot reimburse them.

Incorrect addresses

Please check your delivery address carefully at checkout. We are unable to redirect an order once it has been dispatched. If an order is returned to us because the address was incorrect or incomplete, or because delivery was refused, the cost of reshipping is the responsibility of the customer.

Lost or delayed parcels

If tracking shows no movement for an extended period, please contact us and we will open an investigation with the carrier. Perishable products that are delayed in transit will be replaced or refunded where the delay is our responsibility or that of our carrier.