Shipping policy

Welcome to ZENO Cycle Parts. We are dedicated to delivering high-quality cycling components directly from Taiwan to riders around the globe. To ensure the best shopping experience, please review our shipping policy carefully before placing your order.

1. Order Processing Time

  • Standard Processing: All orders are typically processed and shipped within 5-7 business days.

  • Weekends & Holidays: Orders are not shipped or delivered on weekends or Taiwan public holidays (e.g., Lunar New Year, Dragon Boat Festival, Mid-Autumn Festival).

  • Peak Seasons: Shipments may be delayed by a few days during high-volume periods, such as sales events or major holidays. If we anticipate a significant delay, we will notify you via email or a store announcement.

  • Important Note regarding Lunar New Year: Logistics services in Taiwan often pause for 5-9 days during the Lunar New Year (typically in January or February). Please pay attention to the order cut-off dates announced on our website during this period.

2. Shipping Rates & Estimates

We offer global shipping calculated at checkout based on package weight and destination.

Shipping Method Carrier Reference Estimated Delivery Time Notes
Standard International Chunghwa Post (EMS/ePacket) 7 - 14 Business days Cost-effective; suitable for non-urgent orders.
International Express (USA Only) DHL / FedEx / SF Express 3 - 7 Business days Fast delivery with detailed tracking.

  • Please note: Delivery times are estimates and may vary due to customs clearance procedures in the destination country or force majeure events (e.g., severe weather, strikes).

3. Customs, Duties, and Taxes (Important)

ZENO Cycle Parts is not responsible for any customs and taxes applied to your order.

  • Buyer Responsibility: All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, VAT, etc.). These are Delivery Duty Unpaid (DDU) shipments.

  • Local Regulations: Tax-free thresholds and duty rates vary by country. We strongly recommend contacting your local customs office for current charges before placing an order.

  • Refused Packages: If you refuse a package due to import duties or taxes, and the package is returned to Taiwan, we will deduct both the original shipping cost and the return shipping cost from your refund. If the cost of returning the package exceeds the value of the goods, the package may be abandoned/destroyed by the carrier, and no refund will be issued.

4. Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email containing your Tracking Number(s) once your order has shipped.

  • The tracking number usually becomes active within 24 hours.

  • You can track your package via the link provided in the email or through third-party platforms such as 17TRACK.

5. Damages & Lost Packages

  • Damaged in Transit: If your order arrives damaged, please take photos immediately (including the outer box, packing materials, and the damaged item). Contact us at service@zeno.tw within 48 hours of delivery. We will assist you in filing a claim with the carrier or arranging a replacement.

  • Lost Packages: If your tracking information shows "Delivered" but you have not received your package, please check with your neighbors, family members, or your local post office first. If the package is confirmed lost, please contact us for further investigation.

6. Undeliverable Addresses (English Address Required)

IMPORTANT: Please ensure you enter your correct and complete shipping address in English characters only at checkout.

ZENO Cycle Parts is not responsible for orders shipped to incorrectly provided addresses. If a package is returned to us due to an incorrect address, or because the recipient was unavailable and failed to contact the local carrier in time, the buyer will be responsible for the reshipment costs.