SHIPPING & DELIVERY POLICY

Last updated: August 30, 2026

Thank you for shopping with ChillZone. This Shipping & Delivery Policy explains where we ship, how orders are fulfilled, shipping charges, estimated delivery times, tracking, customs charges, and what to do if an order is delayed, lost, or damaged.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1. Shipping Destinations

We currently ship to selected addresses in the following countries and regions:

North America

• Contiguous United States

• Canada

United Kingdom

• United Kingdom

Oceania

• Australia

• New Zealand

European Union

We currently ship to supported addresses in:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

The United Kingdom, Norway, and Switzerland are not members of the European Union and are covered by separate shipping terms.

Some remote, offshore, northern, island, military, overseas, restricted, or special customs and tax territories may not be serviceable.

An address is eligible for delivery only when an applicable shipping option appears during checkout.

2. Locations We Do Not Currently Serve

Unless an applicable shipping option is displayed during checkout, we do not currently ship to:

• Alaska or Hawaii;

• Puerto Rico or other United States territories;

• APO, FPO, or DPO military addresses;

• PO Boxes;

• Remote or restricted locations that cannot be serviced by our carriers;

• Overseas territories or special customs territories; or

• Any destination for which no shipping option appears during checkout.

Certain oversized products and furniture may only be available in selected countries or within the contiguous United States.

Product and destination availability will be confirmed during checkout.

3. Direct Fulfillment

Products may be shipped directly by our approved suppliers or fulfillment partners.

ChillZone remains the seller responsible for the customer’s order even when a supplier or fulfillment partner dispatches the product directly.

Products from one order may be stored in different fulfillment locations and may therefore be dispatched separately.

4. Order Processing

Orders for small and medium-sized products are normally processed within 3–7 business days.

Furniture and other oversized products may require 5–10 business days for processing and preparation.

Processing time is separate from shipping transit time.

Business days do not include Saturdays, Sundays, or public holidays in the destination country.

Processing may take longer during promotional periods, public holidays, periods of high demand, or when additional address or order verification is required.

Certain customized, made-to-order, oversized, or special-order products may require additional processing time. Any longer processing period will be displayed on the product page or communicated before the order is accepted.

5. Estimated Delivery Times

The following delivery estimates begin after an order has been processed and dispatched:

• Small parcels: approximately 7–20 business days;

• Rugs, floor lamps, and other medium or oversized parcels: approximately 12–30 business days;

• Furniture delivered within the contiguous United States: approximately 25–55 business days;

• Furniture delivered to other supported destinations: the applicable estimate will be displayed on the product page or during checkout.

Delivery estimates are not guaranteed appointment dates unless ChillZone expressly confirms a guaranteed delivery date in writing.

Delivery may take longer because of customs inspections, carrier delays, severe weather, public holidays, strikes, peak shopping periods, address problems, remote locations, transportation restrictions, or other circumstances outside our reasonable control.

European Union Delivery Period

Unless a different delivery period is clearly displayed and agreed before purchase, orders delivered to the European Union will be delivered without undue delay and no later than 30 calendar days after the order is concluded.

Where a product requires more than 30 calendar days, the longer delivery period must be displayed on the product page or during checkout and accepted by the customer before the order is placed.

If an EU order is not delivered within the agreed period, the customer may provide an additional reasonable period for delivery. If we still fail to deliver within that additional period, the customer may be entitled to cancel the affected order and receive a refund.

Where delivery by a particular date is essential, or where ChillZone refuses or is unable to deliver, the customer may have the right to cancel without providing an additional delivery period.

6. Shipping Charges

Shipping charges are calculated according to the product’s shipping category, package size, weight, and destination.

Unless checkout displays another currency, the following rates are shown in USD:

Destination	Small Parcel	Medium / Oversized	Furniture
Contiguous United States	$24.95	$89.95	$349.95
Canada	$34.95	$119.95	Not currently available
United Kingdom	$29.95	$109.95	Not currently available
Australia	$39.95	$139.95	Not currently available
New Zealand	$44.95	$159.95	Not currently available
European Union	Calculated at checkout	Calculated at checkout	Selected products and destinations only; calculated at checkout

The complete shipping charge will be displayed during checkout before payment is submitted.

The shipping charge displayed at checkout is the final applicable shipping charge for that order. No additional shipping charge will be added after an order has been accepted unless the customer requests a change to the order or delivery method.

Shipping prices and availability may be updated without prior notice. Changes will not affect orders that have already been confirmed.

7. Duties, VAT, and Import Taxes

Orders covered by this policy are shipped using Delivered Duty Paid (DDP) arrangements.

Applicable customs duties, import taxes, import VAT, customs-clearance charges, and brokerage fees are included in the final amount shown before the order is placed or are paid by ChillZone or its shipping partner.

Customers should not be required to pay additional customs duties, import VAT, or customs-clearance charges when an order is delivered.

Any sales tax, GST, or VAT legally applicable to the purchase will be included in or displayed as part of the final order total before payment.

If a carrier or customs authority unexpectedly requests an additional import payment, do not pay it before contacting us at support@chillzonehome.store.

Please provide:

• The order number;

• A copy or photograph of the payment request;

• The carrier’s name; and

• The tracking number.

This section does not cover charges caused by incorrect customer information, customer-requested changes after dispatch, storage caused by failure to accept delivery, or other costs caused by circumstances under the customer’s control.

8. Multiple Shipments

If an order contains several products, the products may:

• Arrive in separate packages;

• Have different tracking numbers;

• Be dispatched from different countries or fulfillment locations; and

• Be delivered on different dates.

Receiving one part of an order does not mean that the remaining products are missing.

There is no additional shipping charge when ChillZone divides an order into multiple shipments unless the customer separately requests another delivery service.

9. Order Tracking

When tracking information becomes available, it will be sent to the email address provided during checkout.

Please allow up to 3 business days after receiving a shipping confirmation for tracking information to begin updating.

Some international or oversized shipments may be transferred between multiple carriers and may receive more than one tracking number.

If tracking has not updated for an extended period, or if a package is more than seven business days past the latest estimated delivery date, contact us at support@chillzonehome.store.

10. Risk During Delivery

ChillZone bears the risk of loss or damage while an order is being transported using a carrier arranged or offered by ChillZone.

Risk passes to the customer when the customer, or a third party designated by the customer other than the carrier, takes physical possession of the order.

If the customer independently appoints a carrier that was not offered by ChillZone, risk may pass when the order is handed to that carrier, without affecting any rights the customer may have against the carrier.

11. Address Accuracy

Customers are responsible for providing a complete and accurate delivery address, postal code, telephone number, and email address.

Contact us immediately if an address needs to be corrected. We cannot guarantee that an address can be changed after processing or dispatch has begun.

Additional delivery or return costs caused by an incorrect or incomplete address may be charged before reshipment or deducted from a refund where permitted by law.

No additional charge will apply where delivery failed because of an error by ChillZone, its supplier, or its carrier.

12. Remote Locations and Delivery Restrictions

Some remote locations may require additional processing time, special delivery arrangements, or may not be available for delivery.

If we cannot deliver an order to the provided address, we will contact the customer before dispatch and offer one or more of the following:

• An alternative delivery arrangement;

• Removal and refund of an unavailable product; or

• Cancellation and refund of the affected order.

We will not add an unexpected shipping charge after an order has been placed without first obtaining the customer’s agreement.

13. Damaged Deliveries

Customers should inspect products and packaging as soon as reasonably possible after delivery.

If an item arrives damaged, defective, incomplete, or incorrect, contact support@chillzonehome.store and provide:

• The order number;

• Photographs or video of the damaged or incorrect product;

• Photographs of the outer and inner packaging;

• A photograph of the shipping label; and

• A description of the issue.

Please retain the product and packaging until we provide further instructions.

Reporting visible shipping damage within 48 hours helps us resolve the carrier or supplier claim more quickly, but this requested period does not limit any mandatory consumer rights.

Depending on the circumstances and applicable law, we may arrange repair, replacement, missing parts, collection, price reduction, or a full or partial refund.

14. Lost or Missing Packages

A package is not automatically considered lost because tracking is temporarily delayed.

If tracking states that a package has been delivered but it cannot be located, please:

1. Confirm the delivery address in the order confirmation;

2. Check around the property and any secure delivery locations;

3. Ask household members, neighbours, reception staff, or building management;

4. Review any carrier delivery notice;

5. Contact the carrier using the tracking number; and

6. Contact ChillZone if the package is still missing.

We will investigate the shipment with the supplier and carrier.

If a shipment is confirmed as lost, we will provide an appropriate replacement or refund in accordance with applicable law.

15. Refused and Undeliverable Orders

Please contact us before refusing a shipment.

Orders returned because of an unjustified refusal, incorrect address, repeated failed delivery attempts, or failure to collect or cooperate with the carrier may be subject to return shipping, storage, or handling costs where permitted by law.

These costs will not apply where delivery was refused because:

• The product was visibly damaged;

• An incorrect product was delivered;

• The carrier demanded an unexpected import payment that should have been covered under our DDP terms; or

• The delivery otherwise failed because of an error by ChillZone, its supplier, or its carrier.

Refusing delivery does not automatically constitute a valid cancellation or EU withdrawal notice. Customers should contact us separately to confirm their decision.

16. Order Changes and Cancellations

Contact support@chillzonehome.store as soon as possible if an order must be changed or cancelled.

We will attempt to accommodate the request, but changes or cancellations cannot be guaranteed after processing or dispatch has begun.

Approved returns and refunds are handled according to our Return & Refund Policy and applicable consumer law.

17. European Union Right of Withdrawal

European Union consumers generally have the right to withdraw from an online purchase within 14 days after receiving the goods, subject to applicable legal exceptions.

Detailed instructions, return-cost estimates, refund procedures, and the EU model withdrawal form are provided in our Return & Refund Policy.

Nothing in this Shipping & Delivery Policy limits any mandatory right of withdrawal, legal guarantee, repair, replacement, price reduction, or refund available under European Union or applicable national law.

18. Contact Us

For shipping questions, tracking assistance, damaged products, or missing orders, contact:

ChillZone Customer Support
Email: support@chillzonehome.store
Website: https://www.chillzonehome.store

Please include your order number when contacting us.