From choosing the right rug size for your room to waiting for its arrival, 𝑲𝒛𝒆𝒏𝒗𝒊𝒓𝒐™ wants you to understand how your order is processed, shipped, and delivered. This policy applies to purchases made through kzenviro.com.

1. Shipping Destinations & Origin

We offer worldwide shipping. Orders are shipped from China.

Some remote locations or addresses subject to shipping restrictions may be unavailable for delivery. Please refer to the information displayed at checkout to confirm whether we can ship to your address. If a shipping restriction is identified after your order is placed, we will contact you to discuss the next steps.

2. Order Processing Time

Orders are generally processed and dispatched within 3 business days after successful payment. Business days exclude weekends and public holidays.

Processing includes checking the selected rug design, dimensions, quantity, and shipping details, as well as arranging packaging and dispatch. If your order information is incomplete, payment requires verification, or an item becomes temporarily unavailable, we will contact you through the email address provided at checkout.

An order confirmation email does not mean your order has shipped. Please refer to your shipping notification for dispatch confirmation.

3. Estimated Transit Time

After dispatch, orders are estimated to arrive within 7–15 business days.

This transit estimate does not include order processing time. Under normal circumstances, the estimated total time from successful payment to delivery is therefore 10–18 business days.

Delivery times are estimates rather than guaranteed arrival dates. Actual delivery may be affected by the destination, customs clearance, public holidays, weather, and local carrier arrangements. Please allow additional time when ordering for a move, room makeover, or gift.

4. Shipping Charges

Shipping charges are calculated and displayed at checkout. Please review the shipping fee and order total before paying.

Shipping costs may vary depending on the rug’s dimensions and weight, the quantity ordered, and the delivery address. The applicable charge is the amount shown at checkout.

5. Import Duties, Taxes & Customs Clearance

Orders are shipped internationally from China. The destination country or region may impose import duties, import taxes, or other customs-related charges. These charges are the recipient’s responsibility unless checkout explicitly states that they are included or collected in advance.

Applicable charges and assessment rules are determined by local customs or other relevant authorities. Before ordering, we recommend checking local customs requirements. Please do not assume that the product price and shipping fee include all import-related charges.

If customs clearance requires information or payment from the recipient, please respond promptly to official notices from customs or the carrier. Customs delays may affect the estimated delivery date.

If a package is returned because customs clearance was not completed, applicable charges were unpaid, or delivery was refused, please contact customer support. We will explain the available resolution based on the package status, actual costs incurred, and applicable requirements. A returned package does not automatically mean a refund has been approved.

6. Shipping Notifications & Tracking

Once your order has shipped, we will email a shipping notification and tracking number to the email address provided at checkout.

Please ensure your email address is correct and check your spam or junk folder. After a tracking number is generated, the carrier may need time to record the first scan, so tracking updates may not appear immediately.

If you have not received a shipping notification, your tracking number does not work, or tracking has not updated for an extended period, contact customer support with your order number so we can investigate.

7. Shipping Addresses & Order Changes

Before paying, please check the recipient’s name, street address and building number, city, state or province, postal code, and phone number to ensure the information is complete and accurate.

If you need to change your shipping address, contact customer support as soon as possible. Whether a change can be made depends on the order’s processing status. Submitting a change request does not mean the change has been completed.

Once an order has been handed to the carrier, changing the address or intercepting the package may no longer be possible. If delivery fails because of an incorrect address, incomplete information, or failure to collect the package, we will help investigate and explain any potential charges before arranging another delivery.

8. Rug Packaging & Inspection Upon Arrival

Depending on the rug’s dimensions and shipping requirements, it may be packaged rolled or folded. The packaging method will depend on the specific product and shipping arrangements.

After delivery, check the rug’s design, dimensions, and quantity, and inspect both the packaging and the rug. Shipping packaging may cause temporary creases or curled edges. Please follow the instructions provided with the product when unrolling and positioning it.

Do not use high-temperature ironing, steam, or chemical treatments to remove creases without first confirming the care requirements. If you notice damage, moisture damage, an incorrect item, or creases that continue to interfere with normal use, retain the packaging and contact customer support with overall and close-up photos.

9. Delays, Lost Packages & Packages Marked Delivered

If your package has not arrived within the estimated transit period or tracking has not updated for an extended time, please contact us. We will help investigate using the order details and carrier records and explain the available next steps.

If tracking shows “delivered” but you have not received the package, first check your doorstep, reception desk, mailroom, and other possible delivery locations. Please also check with household members or building management. If you still cannot locate it, contact us promptly with your order number, tracking number, and details of the situation.

A “delivered” tracking status does not prevent you from reporting that you have not received your package. We will review the delivery records and specific circumstances to determine the appropriate next steps.

10. Shipping Questions & After-Sales Support

For questions about dispatch, tracking issues, or delivery, please email service@kzenviro.com and provide:

• Your order number and checkout email address;

• Your tracking number, if available;

• A description of the issue and relevant photos or notification screenshots, if applicable.

For returns, refunds, or product-related issues, please also review our Return & Refund Policy. Do not send merchandise directly to the shipping origin address or the business address listed on our website. Use the specific return address provided by customer support.