Shipping Policy

Welcome to zimasya.com, where we prioritize not only the quality of our furnishings but also the efficiency and reliability of our delivery services. Our Shipping Policy is crafted to ensure that your chosen items from our extensive collection are delivered to you with care and punctuality. As you familiarize yourself with our shipping procedures and guidelines, rest assured that every step is taken to provide a smooth and hassle-free delivery experience. We understand the excitement that comes with enhancing your outdoor spaces, and we strive to ensure that your orders arrive in a timely and secure manner. Thank you for choosing zimasya.com, where our commitment to excellence extends beyond our products to every aspect of your shopping experience.

At Zimasya, we are deeply committed to providing you with a premier shopping experience from the moment you place your order to the arrival of your furniture at your doorstep. We understand the critical role the shipping process plays in ensuring your satisfaction. Here's some key information about our shipping and white glove delivery services, along with some additional details:

Shipping Area :

We only sell to the United States.

Delivery Methods:

Upon arrival in the United States, your furniture is first transported via ocean freight to our warehouses located in California and Georgia, depending on your address. Once the items arrive at the respective warehouse, we then coordinate with delivery companies to transport the products to your location via curbside delivery.

Our basic delivery service is curbside delivery.

Processing Time: 7–15 Business Days：

All made-to-order items go through production, quality checks, and careful packaging before shipment. This process typically takes 7 to 15 business days.
Note: Complex or highly customized orders may take longer.

Sea Freight: 35–50 Business Days：

After the order ships, it takes approximately 35 to 50 business days to arrive at a U.S. port. This includes export clearance, international sea transit, and U.S. customs clearance.
Note: Severe weather, route changes, or customs inspections may cause occasional delays.

Port to Warehouse Transfer: 3–7 Business Days：

Once cleared by customs, your order will be transferred from the port to our U.S. warehouse. This typically takes 3 to 7 business days.
In rare cases, additional time may be required due to customs inspections or port congestion.

US Local Delivery:

After arriving at our warehouse and passing inspection, your order will be delivered via local carriers. Delivery times vary depending on your location and typically take 5 to 10 business days.

Total Delivery Time:

The expected delivery time is 6-8 weeks after ordering

Important Reminder:

As most of our products are made-to-order furniture, the entire process involves production, overseas shipping, customs clearance, and final delivery. Please review the above information carefully before placing your order.
You will receive tracking updates and important shipping notices by email—please check your inbox regularly.
Thank you for your patience and support!

Shipping Costs:

Shipping costs depend on the weight of the product, the size of the product and the actual distance shipped.（please note：due to the flexibility on range of customers' delivery address, an estimated charge of shipping cost can only be provided automatically while checking out for your order. To get the accurate quote, please send us your inquiry or you will receive an invoice for the extra payment if the shipping cost more in actual.）

White Glove Delivery Service

For a truly premium experience, our white glove delivery service goes beyond traditional shipping. This service is designed to offer you the utmost convenience and peace of mind:

• Professional Handling: Our experienced delivery team will handle your furniture with care from the moment it leaves our warehouse.

• Assembly and Placement: With white glove delivery, you won't have to worry about assembling complex furniture pieces. Our team will expertly assemble and place the items in your desired location, ensuring they are set up correctly.

• Packaging Removal: We'll take care of removing all packaging materials, leaving your space clean and ready for you to enjoy your new furniture.

Home Delivery, Inside Delivery, and Staircase/Elevator Delivery

We also offer home delivery, inside delivery, and delivery to different floors, including staircases and elevators. However, based on various circumstances and conditions, we may charge additional fees as needed. Specific charges will depend on your order and requirements, and we will provide this information during the ordering process to ensure clarity.

Additional Charged:

The following may incur additional shipping charges:

1.Delivery to remote destinations

2.Delivery requiring stair access

3.Delivery with special requirements

unique entryways, routes, or sites with vehicle height limitations (under 3.3 meters), including busy locations like shopping centers or construction sites.

Shipping Rates and Tracking

Shipping rates vary based on factors such as the chosen shipping option, item size, and your location. You can view the applicable shipping costs during the checkout process before finalizing your order. Once your order is shipped, we'll provide you with a tracking number so you can monitor the progress of your delivery in real-time.

International Shipping

While our primary sales area is the United States, we also offer international shipping to select countries. If you're interested in shipping to an international destination, please contact our customer service team for information on availability and rates. If you have any further questions, feel free to reach out to us, and we'll be happy to assist.

Shipping：

Order processing time: 7-15 working days
Order processing includes: manufacturing, packaging, etc.
Shipping time: 35-50 working days
Transportation includes: customs clearance, delivery

*3 If the customer refuses to receive the item without permission or the storage period has expired, etc., the customer will be responsible for the cost of re-delivery.

Delivery time = processing time + shipping time

You can track your order delivery on this page https://zimasya.com/apps/17TRACK .

Contact Us

If you have any questions or need support regarding our shipping options or white glove delivery service, our dedicated customer support team is here to assist you. You can reach out to us through the following means:

• Phone: +1 (516) 346-5726
• Email: support@zimasya.com

Your satisfaction is our top priority, and we are committed to ensuring your furniture arrives in excellent condition and on time.

Return and Refund Policy

We strive to ensure the complete and timely delivery of all products. However, in the event of any unforeseen circumstances or if you have any questions, please contact our customer service team for assistance.

Refusal and Damaged Packaging Guidelines

1.Damaged Packaging but Intact Product: If the outer packaging of your item arrives damaged but the product itself is undamaged, please do not refuse the package. Instead, accept the delivery, take photos of the packaging, and contact our customer service team for assistance.

2.Responsibility for Refusal Without Prior Notice: If you refuse a delivery without first contacting our customer service, you may be responsible for return shipping costs, and it may affect your eligibility for a refund or exchange.

3.In the event that a refund or replacement is issued due to product damage, the responsibility for the removal and disposal of the damaged product shall rest with the customer.

Returns Due to Quality Issues

If the fault lies with us, we will offer a refund, product exchange, or replacement parts in the following cases:

1.The product has significant quality issues or defects.

2.Incorrect shipping or missing items (e.g., products not matching the order).

Please note: If your item arrives damaged, please contact us within 3 days of receipt. Depending on the severity of the damage, we will offer an appropriate solution, such as a partial refund, replacement, or repair. For severe damage or items that are unusable, we will provide a full refund, replacement, or repair. For minor damage, such as scratches or dents that do not affect the product's functionality, we may offer a partial refund, but a full refund will not be issued. Please note that minor damage that does not impact the normal use of the product will not be eligible for a full refund.

Non-Returnable or Non-Refundable Items

1.Returns due to customer reasons—including but not limited to buyer’s remorse, change of mind, user error, misuse, stains, missing parts, or similar issues—are not accepted for return or exchange.

2.Made-to-Order or Personalized Items: All made-to-order or personalized products.

3.Products with Potential Shipping Damage Due to Irreversible Packaging: Products where the packaging has been altered or product identification codes/tags have been lost, which may result in shipping damage.

4.Used Products: Any products that have been used.

5.Clearance Items: All clearance products.

6.Products with Installation Marks: Products, such as wooden furniture, that may have installation marks affecting their resale condition.

7.Products with Minor Scratches: Products with minor scratches that do not affect functionality.

8.Products with Minor Color Variations: Products where the actual color may differ slightly from what is displayed on the website.

9.Products with Minor Size Differences: Products with size differences of less than 0.5 inches.

10.Seasonal Promotion Items:  All seasonal promotion products (including summer sales) are non-returnable and non-refundable unless there is a verified quality issue.

Please note：The actual product color may differ from the images displayed on our website. If you have any concerns about this, feel free to contact our customer service team to request real product images for reference.

Refund Policy And Additional Fees

1.If you receive a damaged item, we will assess the severity of the damage to determine if it qualifies for compensation and the amount.

1).For minor damages such as scratches or small dents, we will negotiate a refund of 2%-10% of the order amount

2).For significant damages, we will discuss with you whether you wish to keep the item. If you choose to keep it, we will offer compensation of 20%-30% of the order amount.

3).Additionally, if applicable, we may offer a replacement item at no extra cost.

2.Shipping charges for the original order are non-refundable.

3.If you request to cancel your order after placing it due to personal reasons (such as no longer wanting the item, dissatisfaction with delivery time, etc.), a cancellation fee will apply:

1). If the order is canceled before production, the customer will receive a full refund minus a 5% non-refundable credit card fee.

2). If the product is in production or completed but not yet shipped, the cancellation fee will range from 20%-50% of the order amount.

3). Once the product has shipped or is in transit to our warehouse in the U.S., an 80% cancellation fee will be applied.

4.If a returned item is found to be damaged upon arrival at our warehouse, we will deduct the cost of the damages from your refund.

5.For damages caused during assembly or disassembly, small replacement parts can be sent at no charge. However, larger parts may incur additional charges, and we do not cover any installation costs or refund requests related to installation fees.

6.If incorrect shipping information is provided by the customer, or if re-delivery or multiple installation attempts are required due to customer actions, any associated costs will be the responsibility of the customer.

7.If you wish to change the color, size, or style of your order after production has begun, the following fees will apply:

1).Prior to shipping, a 20% change fee will be charged.

2).After shipping has started or once the order has arrived at our U.S. warehouse, a 50% change fee will be charged.

Steps for Initiating a Return

1.Contact our customer service team at support@zimasya.com to start the return process.

2.Inform us of your return request, including your order details and reason for return.

3.Our customer support team will guide you through the return process and provide the address

4.Arrange for furniture pickup.

5.Receive your returned furniture.

6.Refunds will be processed and returned to your payment account once we have confirmed the request.

Please note：The refund process usually takes 7-10 business days after coordination with customer service. We kindly ask that you refrain from initiating a chargeback, as this can extend the process. If a chargeback is initiated, please be aware that credit card companies may take 2-3 months to resolve the issue.

Contact for Returns and Refunds

For any queries related to returns or refunds, please reach out via email at support@zimasya.com.
Please note：Exchanges may be requested within 14 days of receipt. Please inspect the item upon delivery and report any issues to Customer Service within 3 days.

Important Note : The product will start production 48 hours after the order is placed