Frequently Asked Questions

1. How can I contact Cleanzivo?

You can contact our customer support team by email at support@cleanzivo.com 

Our customer support team can assist you with questions regarding orders, shipping, returns, refunds, products, and other store-related matters.

2. How much does shipping cost?

We offer the following standard shipping rates:

Orders over USD $38.99:
Free worldwide standard shipping.

Orders from USD $0.00 to USD $38.99:
USD $5.99 standard shipping fee.

Any applicable shipping charges will be displayed at checkout before payment is completed.

3. How long does order processing take?

Orders generally require 1–3 business days for processing and preparation before shipment.

Processing time does not include transportation or delivery time.

Orders placed on weekends, public holidays, or during periods of unusually high order volume may require additional processing time.

4. How long does delivery take?

Estimated delivery times after shipment are:

• United States: 7–15 business days
• Europe: 7–15 business days
• Other countries and regions: 15–30 business days

These delivery times are estimates and are not guaranteed delivery dates.

Delivery may take longer due to customs processing, carrier delays, weather conditions, public holidays, transportation disruptions, remote delivery locations, or other circumstances outside our reasonable control.

5. How can I track my order?

If tracking information is available for your shipment, it may be provided after your order has been dispatched.

If you have questions about your order status or tracking information, please contact us at support@cleanzivo.com and provide your order number.

6. Can I cancel or change my order?

If you need to cancel or change an order, please contact us at support@cleanzivo.com as soon as possible.

We will make reasonable efforts to accommodate your request before the order enters processing or shipment.

However, once an order has been processed or shipped, cancellation or modification may no longer be possible.

7. What should I do if my product arrives damaged, defective, or incorrect?

Please inspect your order after delivery.

If your product is damaged, defective, or different from what you ordered, please contact us as soon as possible at support@cleanzivo.com.

Please provide your order number and, where applicable, photographs or other information showing the issue.

We will review the situation and provide an appropriate solution, which may include a replacement, refund, or other resolution depending on the circumstances.

8. Can I return an item?

Yes. Cleanzivo offers a 30-day return policy.

You may request a return within 30 calendar days after receiving your order.

To be eligible for a return, the item must generally be in the same condition in which you received it, unused or unworn, with tags where applicable, and in its original packaging. You will also need your receipt or proof of purchase.

To request a return, please contact us at support@cleanzivo.com within the 30-day return period.

Please do not send any product back without first contacting us and receiving return instructions.

For complete return eligibility requirements and procedures, please review our Return & Refund Policy:

https://cleanzivo.com/policies/refund-policy

9. When will I receive my refund?

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days.

Please note that your bank, credit card issuer, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@cleanzivo.com.

10. Can I exchange an item?

If you would like a different product, size, or version, please contact us at support@cleanzivo.com.

The fastest way to receive another product is generally to return the original eligible item in accordance with our Return & Refund Policy and place a separate order once the return has been accepted.

11. Are there any items that cannot be returned?

Certain products may not be eligible for return, including:

• Perishable goods;
• Customized, personalized, or made-to-order products;
• Products that cannot be returned for health, hygiene, or safety reasons once opened or used;
• Hazardous materials, flammable liquids, or gases;
• Gift cards.

Items marked as final sale or clearance may also be ineligible for return unless otherwise required by applicable law.

If you are unsure whether your product is eligible for return, please contact us at support@cleanzivo.com before sending it back.

12. Do customers in the European Union have a right of withdrawal?

Where applicable under European Union consumer law, customers receiving qualifying merchandise in the European Union may have a statutory right to cancel or return an order within 14 days, subject to applicable legal requirements and exceptions.

This statutory right is separate from Cleanzivo's general 30-day return policy.

For full details, please review our Return & Refund Policy.

13. Are customs duties or import taxes included?

International shipments may be subject to customs duties, import taxes, VAT, or other government charges depending on the destination country or region.

Unless otherwise stated at checkout, these charges may be the responsibility of the recipient.

Customs requirements and charges vary by jurisdiction.

14. What should I do if my package is delayed or has not arrived?

If your package has not arrived within a reasonable period after the estimated delivery timeframe, please contact us at support@cleanzivo.com.

Please provide your order number and relevant shipping information so that we can investigate the shipment.

15. How is my personal information handled?

We handle personal information in accordance with our Privacy Policy.

We may collect information necessary to process orders, provide customer support, operate our website, prevent fraud, improve our Services, and conduct marketing or advertising activities where permitted by applicable law.

We use reasonable measures designed to protect personal information and may share information with Shopify, payment processors, shipping providers, service providers, and other authorized parties where reasonably necessary or legally required.

For complete information, please review our Privacy Policy:

https://cleanzivo.com/policies/privacy-policy

16. Where can I read Cleanzivo's store policies?

You can review our policies using the following pages:

Privacy Policy:
https://cleanzivo.com/policies/privacy-policy

Return & Refund Policy:
https://cleanzivo.com/policies/refund-policy

Terms of Service:
https://cleanzivo.com/policies/terms-of-service