Refund, Replacement, and Return Policy

At Shelzo.com, we strive to provide a smooth and transparent refund and return process. Please read our policy carefully before requesting a return.

1. Return & Refund Eligibility

• Return Window: Items can be returned within 30 days from the delivery date.
• Condition: Items must be unused, in their original condition, and in original packaging to qualify for a return.
• Non-Returnable Items:
• Final sale items
• Gift cards
• Used or damaged items that are not the result of shipping issues

2. Returns for Customer Preference

• If you change your mind about a purchase, you may return unused, unopened items within 30 days of delivery.
• The item must be in original packaging, with all components intact.
• Customers are responsible for return shipping costs.
• Refunds exclude original shipping fees and will be processed within 3 business days after the returned item is received and inspected.

3. Order Credits

• Promotional Credits: Non-refundable and non-transferable.
• Top-Up Credits: Refunds for top-ups are evaluated on a case-by-case basis. Only unused amounts are refundable to the original payment method.

4. Shipped Orders (Refund or Replacement Eligibility)

• Order Delays:
• If an order has no tracking updates, is still in transit, pending, or marked as expired for more than:
• 30 days from the shipping date for U.S. orders
• 60 days for international orders
• 110 days for Brazil
• We will offer a full refund or resend the product at no additional cost.
• Orders affected by customs delays, natural disasters, or other unforeseen events may take longer.
• Delivered Orders:
• If tracking confirms delivery but you did not receive the package, a non-delivery certification from your local post office is required for any refund or replacement request.
• Damaged Products:
• If the product arrives damaged, a full refund or replacement is available within 30 days of delivery.
• Photo or video evidence is required for validation.
• Incorrect or Missing Products:
• If the wrong item was received or an item is missing, a full refund or replacement will be provided.
• Photo or video evidence is required.

5. Order Cancellation

• Orders can be canceled for a full refund if they have not been processed or shipped.
• Orders for Print-on-Demand (POD) and preorder inventory cannot be canceled after payment.

6. Return Process

• To start a return, contact us at info@shelzo.com with your order number and reason for return.
• Once approved:
• Customers must ship the item back using a trackable shipping method.
• The return address and shipping instructions will be provided via email.
• Customers must package the item securely to prevent damage during return shipping.
• Photo or video proof is required for damaged, missing, or incorrect items before refunds are issued.
• Once the returned item is received and inspected, we will process the refund or replacement within 3 business days.
• Refund processing times may vary depending on your payment provider.

7. Shipping & Returns Alignment

• Orders are processed within 1-3 business days before shipping.
• Standard delivery times apply as stated in our Shipping Policy:
• United States: 7-15 business days
• Canada, Europe, Australia: 10-15 business days
• Other Countries: Varies (contact support for details)
• We do not accept returns for P.O. Boxes or military addresses (APO/FPO).

8. Customer Support

• Support hours: Monday-Sunday, 9 AM - 5 PM EST
  
• Email: info@shelzo.com
• We respond to all return inquiries within 24 hours during business days.

9. Business Address

SHELZO, 390 NE 191st St, Miami, Florida 33179, United States.

10. Contact Us

For any inquiries, refund requests, or replacement issues, please reach out to us at info@shelzo.com.