FAQ

Last updated: November 11, 2026

Welcome to the Kemzilo Help Center. Here you can find answers to common questions about placing an order, shipping, delivery, returns, exchanges, and refunds.

If you need further assistance, please contact our customer support team at service@kemzilo.com.

Ordering and Payments

1. How do I place an order?

Browse our store, select your preferred product and any available options, and add the item to your cart.

Proceed to checkout, enter your delivery details, review the final order total and available shipping methods, and complete payment using an accepted payment option.

Please check your order details carefully before submitting your purchase.

2. Can I change or cancel my order after placing it?

If you need to change an item, correct your shipping information, or cancel an order, please contact service@kemzilo.com as soon as possible.

We will make reasonable efforts to assist before dispatch. However, once an order has entered fulfillment or has been shipped, changes or cancellations may no longer be possible.

If your order has already been dispatched, the applicable return procedure and any mandatory cancellation or withdrawal rights will determine the available options.

3. What payment methods do you accept?

The payment methods available for your order are displayed during checkout.

Please review the final order amount, including any shipping charges and taxes collected by the store, before authorizing payment.

Shipping and Delivery

4. How long does order processing take?

Our usual order processing time is 1–3 business days after successful payment confirmation.

This period covers preparing your order and arranging shipment. Business days generally exclude weekends and applicable public holidays.

Processing may take longer if payment verification, inventory issues, or incomplete delivery details require additional attention.

5. How long will delivery take?

Once your order has been dispatched, the general estimated shipping transit time is 7–15 business days.

Please note that order processing and shipping transit are separate stages:

Order processing: 1–3 business days after successful payment confirmation.
Estimated shipping transit: 7–15 business days after dispatch.

Delivery times are estimates rather than guaranteed arrival dates. Customs clearance, local carrier conditions, public holidays, and other factors may affect delivery.

6. Which countries and regions do you ship to?

Delivery availability depends on the products selected and the destination entered during checkout.

The following table provides a general regional reference:

RegionDestination examplesGeneral transit estimate, if shipping is availableNorth AmericaUnited States, Canada7–15 business days after dispatchUnited KingdomUnited Kingdom7–15 business days after dispatchContinental EuropeGermany, France, Spain, Italy7–15 business days after dispatchOceaniaAustralia, New Zealand7–15 business days after dispatchOther countries and regionsEligible destinations shown at checkoutEstimate provided for the available shipping method

The countries listed are examples for checking eligibility and are not a guarantee that all destinations or products are supported.

Shipping is available only when an eligible delivery method appears for your order and shipping address at checkout.

7. How much does shipping cost?

Shipping charges are calculated according to your order and the delivery methods available at checkout.

The amount may depend on your destination, the selected products, package characteristics, and the shipping service.

The applicable shipping fee is displayed before you complete your purchase. There are no additional standard shipping charges beyond the amounts disclosed through the purchase process, although legally applicable customs or import charges may arise separately.

8. Do you offer free shipping? Is there a minimum order amount?

Free shipping is available only when an eligible free-shipping method or promotional offer is displayed for your order at checkout.

There is no universally guaranteed minimum order amount for free shipping under our Shipping Policy.

If a free-shipping promotion has a specific spending threshold, the amount, currency, eligible destinations, and conditions will be shown with that offer.

Orders that do not qualify for free shipping are subject to the shipping charge displayed at checkout.

9. How can I track my order?

When tracking is available, tracking information may be provided using the contact details associated with your order.

Carrier updates may not appear immediately after dispatch and may take additional time when a package moves between facilities.

If your shipment appears unusually delayed, contact service@kemzilo.com with your order number and any available tracking reference.

10. Will I have to pay customs duties or import taxes?

International orders may be subject to import duties, local taxes, or customs clearance charges, depending on the destination.

Whether any such charges are prepaid depends on the transaction information displayed during checkout.

Charges not collected at checkout may be payable by the recipient where legally applicable.

Customs clearance may also affect delivery time.

11. What should I do if my package is delayed or missing?

If your package has not arrived within the estimated period, first review any available tracking information.

If the tracking information does not explain the delay, contact service@kemzilo.com and provide your order number.

We will review the available shipment details and, where appropriate, investigate the issue with the carrier.

Your mandatory consumer rights concerning delayed or undelivered goods remain unaffected.

12. What if I entered the wrong shipping address?

Please contact our customer support team immediately if you notice an error in your delivery address.

We will attempt to assist with a correction before dispatch. However, once a package has been shipped, changing its destination may not be possible.

Any additional shipping costs or available remedies will depend on the circumstances, the information disclosed during checkout, and applicable law.

Returns and Exchanges

13. What is your return policy?

Kemzilo accepts requests for eligible voluntary returns within 30 calendar days after delivery.

For a change-of-mind return, the item should generally be in its original condition, include the supplied accessories and components, and not have been used beyond what is reasonably necessary for inspection.

Certain products may be excluded from voluntary returns where a lawful exception applies.

If an item is defective, damaged, or incorrectly supplied, applicable consumer rights may provide additional remedies beyond the voluntary return period.

14. How do I request a return?

Please follow these steps:

Email service@kemzilo.com with your order number, the product concerned, and your reason for requesting a return.
If the item is damaged, defective, incomplete, or incorrect, provide photographs when reasonably available.
Wait for customer support to provide the applicable return instructions and, if a physical return is required, the authorized receiving address.
Package the item securely and follow the agreed shipping method. Keep your postage receipt and tracking details when available.

Please do not send a return to our registered company address unless customer support specifically authorizes that address for your return.

15. Who pays for return shipping?

Return shipping responsibility depends on why the item is being returned.

Return reasonReturn shipping responsibilityChange of mind or personal preferenceCustomer generally pays, unless applicable law requires otherwiseWrong item or variation sent by usKemzilo covers applicable reasonable costs or arranges another lawful remedyDefective or damaged itemKemzilo covers applicable reasonable costs or arranges another lawful remedyMissing essential components or materially incorrect descriptionKemzilo covers applicable reasonable costs or arranges another lawful remedyNo physical return requiredNo return shipping charge is incurred

Please contact customer support before arranging return shipping so the applicable procedure can be explained.

16. How much will return shipping cost?

For an eligible change-of-mind return, there is no universal fixed return-shipping fee.

The estimated cost is the carrier's quoted price for sending a suitably packaged, preferably tracked parcel from your location to the authorized return destination.

The amount depends on the destination, parcel weight, dimensions, selected service, and any applicable customs charges.

You can request the authorized return address from customer support and then obtain a quotation from your preferred carrier before sending the parcel.

For a qualifying return involving a defective, damaged, or incorrectly supplied item, your out-of-pocket return postage is $0 when Kemzilo provides a prepaid shipping label or arranges collection.

If customer-paid shipping must be arranged for an approved seller-responsibility return, please obtain authorization and reimbursement instructions before purchasing postage.

17. Can I return an item that has been used?

For voluntary change-of-mind returns, the item should generally be in its original condition and should not have been used beyond reasonable inspection.

We may review its condition and whether the voluntary-return requirements are satisfied.

If a product is defective or does not conform to the purchase agreement, any mandatory consumer rights continue to apply regardless of the voluntary return conditions.

18. Can I exchange an item instead of returning it?

Exchanges depend on product availability, the reason for the request, and applicable consumer rights.

Please contact service@kemzilo.com with your order number and explain which item or variation you would prefer.

Where a direct exchange is not available, an eligible return followed by a separate purchase may be an appropriate option.

Refunds

19. When will I receive my refund?

Once a refund is approved, Kemzilo ordinarily initiates the repayment within 10 business days after approval, unless applicable law requires an earlier deadline.

Refunds are generally issued to the original payment method unless another method is legally required.

Your bank or payment provider may need additional time to process the repayment and display the funds in your account.

20. Will the original shipping fee be refunded?

Whether the original delivery charge is refundable depends on the reason for the return, the terms disclosed during checkout, and applicable consumer law.

For an eligible change-of-mind return, the treatment of the original shipping charge may differ from a return involving faulty or incorrectly supplied merchandise.

Any mandatory right to reimbursement takes precedence over this policy.

21. Do you charge restocking fees?

No. Kemzilo does not charge a restocking fee for eligible returns.

If the customer is responsible for return postage on a change-of-mind return, the actual carrier charge is separate from a restocking fee.

22. What if my item arrives damaged, defective, or incorrect?

Please contact service@kemzilo.com with your order number and a description of the issue.

Photographs of the product, packaging, or affected components may help us review the problem.

Depending on the circumstances and applicable consumer law, the resolution may involve a replacement, repair, refund, or another appropriate remedy.

For qualifying seller-responsibility returns, Kemzilo covers applicable reasonable return costs or provides another lawful solution.

Accounts, Privacy, and Customer Support

23. Do I need to be at least 18 years old to place an order?

Yes. You must be at least 18 years old and have the legal capacity to enter into a binding contract to place an order or use an available customer account.

For details about the handling of personal information, please refer to our Privacy Policy.

24. How can I contact customer service?

Our customer support team can assist with product inquiries, order concerns, shipping questions, returns, refunds, and privacy requests.

Support Email: service@kemzilo.com

Contact Phone: +86 17038692475

Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)

When contacting us about a purchase, please include your order number so we can identify the relevant transaction.

Important Information

These answers summarize the relevant shopping procedures. They do not remove or limit mandatory consumer rights. Where applicable law provides a more favorable remedy, that legal protection takes precedence.

Business and Contact Information

Operating Company: Guangzhou Chuanquhui Trading Co., Ltd.

Unified Social Credit Code (USCC): 91440118MAK940WA9B

Company Address: Room K146, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou