Shipping & Delivery

Last updated: September 2026

Every Zhithera order is inspected and packed by hand before it leaves us. This page explains where we ship from, how long each step takes, what shipping costs, and what to do if a parcel is late, lost or damaged.

For returns, refunds and warranty, please see:

• Refund Policy

• Help Center

Processing Time

Processing time is the time between your payment and the moment your parcel is handed to the carrier. It does not include transit time.

• In-stock items: 1–2 business days after payment is confirmed.

• Pre-order items: the estimated dispatch date is shown on the product page. An order that mixes in-stock and pre-order items ships together once everything is available. Email us if you would like the available items sent first; a second shipping charge may apply.

• Business days are Monday to Friday, excluding public holidays in Hong Kong and the United States.

Where We Ship From

Orders are dispatched from one of two locations. Checkout selects the location automatically based on your address and stock availability.

Estimated Delivery Time

Delivery estimates below are counted from dispatch, not from the order date. The options and prices that apply to your address are shown at checkout before you pay.

Estimates are not guarantees. Customs inspection, weather, public holidays and peak seasons can add time, and these are outside our control.

Shipping Costs and Free Shipping

Shipping is calculated at checkout from your destination, the weight of your order and the service you choose.

• Free standard shipping on orders of US$100 or more, applied automatically at checkout.

• Orders under US$100 pay the rate shown at checkout for the selected service.

• Express upgrades, where offered, are charged at the rate shown even when the order qualifies for free standard shipping.

Tracking Your Order

You will receive a dispatch email with a tracking number as soon as the carrier scans your parcel. You can follow it from:

• the tracking link in your dispatch email;

• your order history in My Account;

• the carrier’s own website.

Tracking can take 1–3 business days to show its first movement after dispatch. If nothing has updated for 7 business days, email us and we will open an enquiry with the carrier.

Customs, Duties and Taxes

Orders shipped outside Hong Kong and the United States may be subject to import duties, VAT or other charges set by the destination country.

• These charges are set by your local customs authority and are not included in our prices or shipping rates.

• The buyer is responsible for any duties, taxes or brokerage fees due on delivery.

• If a parcel is refused or returned because charges were not paid, the original shipping cost and any return fees are deducted from the refund.

Essential oils and fragrance oils are shipped as non-hazardous consumer goods. A small number of destinations restrict liquid imports; if we cannot ship an item to your address we will contact you before dispatch.

Address Changes and Cancellations

• Before dispatch: email us as soon as possible with your order number. We can update the address or cancel the order at no cost while it is still being processed.

• After dispatch: the address can no longer be changed by us and the order cannot be cancelled in transit. Some carriers offer redirection through their own tracking page.

• Please check your street address, postal code and phone number before you pay. We cannot accept responsibility for parcels delayed, returned or lost because the address supplied was incomplete or incorrect.

Lost, Delayed or Damaged Parcels

• Delayed: if your parcel has not arrived within 10 business days of the end of its estimate, email us and we will investigate with the carrier.

• Lost: if the carrier confirms a parcel is lost, we will send a replacement or refund you in full, including shipping.

• Delivered but not received: check with household members, neighbours and your building’s mail room first, then contact us within 7 days of the delivery scan so we can open a claim.

• Damaged on arrival: photograph the outer box and the contents before discarding anything and email us within 48 hours of delivery. We will arrange a replacement or refund under our Refund Policy.

Split Shipments

If your order includes items held in different warehouses, it may arrive in more than one parcel, each with its own tracking number. You are charged shipping once for the whole order.

Need Help?

Questions about shipping, delivery status or your order:

Email: [email protected]

Please quote your order number so we can find it quickly.