Select the option most closely related to your inquiry.
Zhithera ships worldwide from Hong Kong, and from our U.S. warehouse for items stocked there. Delivery estimates for your address are shown at checkout.
Countries and payment
If your country cannot be selected at checkout, or no shipping method appears, we cannot currently deliver there. Email [email protected] and we will tell you when that changes.
Prices are shown in your local currency where available; the amount billed may differ slightly because of your bank’s exchange rate. Zhithera does not charge currency conversion fees; your card issuer might.
Duties, taxes and customs
Import duties, VAT or sales tax charged by your country are the recipient’s responsibility unless the checkout says they are included.
Customs may open a parcel for inspection. If a parcel is refused, or returned because duties were not paid, we refund the items once the parcel is back with us; the original shipping charge is not refundable.
Essential oils and fragrance oils are shipped as non-hazardous consumer goods with the paperwork required for the destination. Diffusers contain a lithium battery and travel by approved routes, which can add a few days.
Military addresses
We ship to APO, FPO and DPO addresses. Enter the full military address at checkout and allow extra transit time.
For anything else, email [email protected].
Shipping is free on every order over $100, to any country we deliver to.
Please note:
The threshold applies to the order subtotal after discounts. Coupon codes and reward points reduce the subtotal, so an order that drops below $100 after a discount is charged the standard rate.
Shipping fees and taxes do not count toward the threshold.
Free shipping appears as a shipping option at checkout once the subtotal qualifies. If you do not see it, check the subtotal after discounts.
Free shipping uses our standard service; typical transit times are in Shipping & Handling Times. Express options, where offered, are charged at the rate shown.
Import duties or taxes charged by your country are not covered by free shipping; see International Shipping.
Questions about a shipping quote? Email [email protected] and we will check it.
Most Zhithera orders are dispatched from our Hong Kong warehouse, where the diffusers are built and the oils are filled and sealed. For most customers that means an international shipment rather than a domestic one, and international carriers charge accordingly.
We ship from the warehouse closest to you when we can
Items stocked in our U.S. warehouse ship from there first: faster to arrive and cheaper to send. That stock covers selected items and quantities, so when the item you want is not held locally the order ships from Hong Kong. Typical times for both are in Shipping & Handling Times.
Why oils cost more to send than their weight suggests
Essential oils and fragrance oils travel in glass, boxed and cushioned so they arrive intact. Carriers bill by the greater of actual weight and the space a parcel occupies, and for a small, well-protected bottle that is almost always the space.
How to pay less
Shipping is free on orders over $100, so a larger order carries no freight at all.
Combine what you need into one order. Several items travel in one parcel for far less than several small parcels.
The rate at checkout is what the carrier charges for your address and parcel. We do not add a handling fee. Duties and taxes, where they apply, are explained in International Shipping.
If a quote looks wrong for what you are ordering, email [email protected] and we will check it.
A parcel is marked Returned to Sender when the carrier could not complete delivery. The usual reasons:
The address was incomplete or wrong (a missing unit number, an old postcode).
Nobody was available after the carrier’s final attempt and the parcel was not collected from the depot in time.
The recipient name was not recognised at the address, or the courier could not get in (gated buildings, military bases).
Customs refused entry or duties were not paid; see International Shipping.
What happens next
Once the parcel is back with us we cannot reship it. We refund the items and any tax charged, so you can place a new order with a corrected address. The original shipping charge is not refundable, and a parcel returned from abroad can take several weeks to reach us.
How to avoid it
Check the address on the confirmation page before you pay.
If you are out during the day, ship to a work address or somewhere a neighbour can take the parcel in.
Watch the tracking (Tracking Information) and collect promptly if the carrier leaves a card.
Email [email protected] with your order number if you think a parcel is on its way back.
A “Delivered” scan with no parcel in sight is usually a timing or location mix-up rather than a lost order. Work through these steps first.
1. Check the address
Open your order confirmation email and compare the delivery address with where you are. A missing apartment number or an old address is the most common cause.
2. Look nearby
Carriers often leave parcels with a neighbour, at a building front desk or mailroom, in a parcel locker, or somewhere out of sight at the door. Ask anyone who might have taken it in.
3. Allow up to 5 business days
Some carriers scan a parcel as delivered before it is actually dropped off. Most such parcels turn up within 1–5 business days of the scan.
Still nothing?
Email [email protected] with your order number and we open an investigation with the carrier. They may ask for a short statement or a photo of the delivery spot; please respond so the claim can proceed. If the carrier confirms the parcel cannot be found we replace it or refund it under the guarantee in Tracking Hasn’t Been Updated — Is My Order Lost?.
See also Tracking Information for how scans normally progress.
A gap in tracking is unsettling, and in most cases it is not a lost parcel. Here is what usually causes it and what we do about it.
Why tracking pauses
International hand-over: when a parcel moves from the origin carrier to the carrier in your country, there is often no scan for 3–7 days.
Customs clearance: routine inspection can hold a parcel for several days without an update.
Weekends, public holidays and peak-season volume slow scanning at every hub.
What to do
Check the estimated delivery window in your dispatch email; a parcel is not considered late until that window has passed.
If there has been no scan for more than 10 business days, or the estimated window has passed, email [email protected] with your order number. We open a trace with the carrier and keep you updated.
The Zhithera guarantee
If your parcel is not delivered within 30 days of dispatch, you are entitled to a replacement or a full refund, your choice. Exceptions are parcels marked as delivered to the address you gave, parcels returned to us because the address was incomplete or incorrect, and parcels refused or held by customs for duties that were not paid.
See also Tracking Information and Shipping & Handling Times.
Track your order from your account: Check Order Status. The tracking number is also in the dispatch email.
When tracking updates
The first scan usually appears 24–72 hours after dispatch, once the carrier has collected the parcel.
For international orders the parcel is handed from the origin carrier to the postal or courier service in your country. Around that hand-over, and during customs clearance, tracking can pause for 3–7 days with no new scan. That is normal and the parcel is still moving.
Once the parcel is in your country, updates come from the local carrier and usually appear daily until delivery.
Common statuses
Label created / pre-shipment: we have packed the order and the carrier has not scanned it yet.
In transit: on its way between hubs, including the international leg.
Held at customs: routine inspection; most parcels clear within a few days without any action from you. If the carrier asks you for a document or a duty payment, they will contact you directly.
Out for delivery: arriving that day.
Carriers do not scan on weekends or local public holidays, and estimates are not guarantees. If tracking has shown nothing new for more than 10 business days, see Tracking Hasn’t Updated — Is My Order Lost? or email [email protected].
Orders ship from our Hong Kong warehouse, or from our U.S. warehouse when the item is stocked there. The estimated delivery time for your address and the items in your cart is shown at checkout; the figures below are typical, not guaranteed.
Order processing
Orders are packed and handed to the carrier within 1–3 business days (Monday to Friday, excluding public holidays).
You receive an automated email with the tracking number as soon as the parcel is dispatched.
Typical transit times after dispatch
United States: 2–5 business days from the U.S. warehouse; 6–12 business days from Hong Kong.
United Kingdom & Europe: 6–12 business days.
Canada, Australia & Asia-Pacific: 5–10 business days.
Other regions: 8–18 business days.
Transit times can be affected by weather, customs inspection, public holidays and peak-season volume. During major promotions processing may take up to 5 business days.
Shipping is free on orders over $100; below that, the rate shown at checkout is what the carrier charges for your parcel. See Tracking Information for how tracking updates, or email [email protected] with any question.
Coming soon. Local pick-up is not yet available at checkout. This page explains how it will work so you know what to expect; we will announce it here once the option goes live.
Zhithera is preparing a local pick-up option through the PUDO Point network. Instead of waiting at home for a courier, you will be able to have your order delivered to a nearby participating business and collect it whenever suits you. It is a good fit if you are out during the day, share a building entrance, or simply prefer not to leave a parcel on the doorstep.
How to choose local pick-up
At checkout, choose “Pick Up Locally” as your delivery method.
Enter your ZIP code to see the PUDO Point locations near you.
Select the one you would like to collect from, then complete your order as usual.
Collecting your order
We will email you as soon as your parcel reaches the location you chose. That message includes the pick-up address, the opening hours of that business, and anything you need to bring with you — usually just the order number or the notification email on your phone.
Parcels are held for a limited period before being returned. The exact window is set by each location and will be stated in your notification email, so it is worth collecting promptly.
If something goes wrong at the pick-up point
If the location cannot find your parcel, is closed during its stated hours, or you are told the parcel has already been collected, contact PUDO directly — they handle everything that happens inside their network: PUDO Point support.
For anything to do with the order itself — what was in it, a refund, or a replacement — write to us at [email protected] and we will take it from there.
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