Shipping & Returns

1. Shipping & Production Time

Production & Delivery Time
Zipbedz utilizes a "one-stop production and direct shipping" model, ensuring quality control from manufacturing to dispatch. As all products are custom-made to order, the actual production and delivery time will depend on current order volumes. The system will display the "Estimated Delivery Date" at checkout.

Delivery Service
All orders are securely shipped via SF Express. Once your order is dispatched, we will send you an email containing a tracking number so you can check your parcel's status at any time.

Overdue Parcels, Fines & Reshipment
To ensure you receive your parcel smoothly, please pay close attention to the pickup notifications (SMS or App) from SF Express:

  • Overdue Fines: If you choose an "SF Locker", please be aware of SF Express's free pickup time limit (usually 24 hours). Any overdue storage fees charged by SF Express will be borne by the recipient.
  • Return & Reshipment: If a parcel is returned by SF Express due to being overdue for pickup, rejected, or having incorrect delivery information, the buyer will be responsible for the resulting "return shipping fee" and "reshipment fee". We will arrange for reshipment as soon as we receive the relevant shipping fees.

2. Regional Delivery Information

📍 Hong Kong
  • Delivery Methods: Door-to-door delivery or SF Express self-pickup services.
  • Self-pickup Instructions: If you choose to pick up at an SF Store / SF Partner / SF Locker, please enter the SF Code and detailed address in the "Shipping Address" field at checkout (e.g., 852M1001, G/F Gala Place, 56 Dundas St, Mong Kok).

Free basic shipping across Hong Kong! However, door-to-door delivery is temporarily unavailable for designated remote areas and outlying islands (e.g., Sai Kung, Ma Wan, Discovery Bay, Lantau Island, Cheung Chau, Lamma Island, etc.). Customers in these areas, please select the nearest SF Store / SF Partner / SF Locker for self-pickup.

📍 Macau
  • Delivery Methods: Door-to-door delivery or SF Express self-pickup services.
  • Self-pickup Instructions: If you choose to pick up at an SF Store / SF Partner / SF Locker, please enter the SF Code and detailed address in the "Shipping Address" field at checkout (e.g., 853A, G/F, 3B & 3C, Rua Cinco do Bairro da Areia Preta, Macau).

Free basic shipping across Macau! Basic customs clearance is required for shipping. Please ensure you provide an accurate real full name (English or Chinese) and contact number for smooth logistics.

📍 Taiwan

Free door-to-door shipping for the main island of Taiwan! (Note: We currently do not provide delivery services to outlying islands such as Penghu, Kinmen, Matsu, etc. All parcels are shipped across borders. Generally, no customs duties are required. However, if a buyer triggers the Taiwan Customs "Frequent Import Tax" regulation—i.e., importing overseas parcels more than 6 times within half a year—any resulting taxes shall be borne by the buyer.)

Real-name Authentication Requirements (EZ WAY):

  • 1. Mandatory Information at Checkout: Real Chinese Name (must match ID card), Mobile Number (same as registered in EZ WAY), and ID Number.
  • 2. Actions After Shipment: Upon receiving the shipping notification, please check the push notification on your "EZ WAY" app and click "Confirm" (申報相符) to clear customs.

🔗 Click here to learn more about EZ WAY Authentication

3. Returns & Refunds Policy

Fully Customized Products Declaration
As all Zipbedz products are 100% made-to-order based on the dimensions you provide, we do not accept return or exchange requests due to measurement errors or personal preferences. Please double-check your measurement data (length, width, and thickness) before placing your order.

Quality Guarantee & Defect Handling
Unless the product has an obvious quality defect, or the manufacturing size seriously deviates from the order specifications (exceeding the normal manual manufacturing margin of error of ±2cm), we do not accept returns or exchanges. If you encounter the above defects, please contact us within 7 days of receiving the parcel:

  • Email: info@zipbedz.com (Or contact customer service via WhatsApp, LINE at the bottom right of our website)
  • Details: Please ensure you provide your order number and clear photos of the product defect or size measurement.
  • Follow-up: Our after-sales team will arrange a follow-up and resolution as soon as the issue is confirmed.