Neck and Shoulder Cervical Relief Pillow

Here you'll find the answers to the most common questions our customers have!

How long after ordering is my order shipped?

We typically ship all orders within 3-5 business days. You will receive an email with a tracking number once your order is shipped but sometimes due to free shipping tracking may not be available.

How long does it take to arrive?

We ship all orders from our USA, UK or Asia factory. Once shipped, we see delivery happen within the following timeframe:

• USA, UK, Canada, Australia: Within 7-14 Business Days
• Most of Europe: Within 10-18 Business Days
• International: Within 15-35 Business Days

Once an item leaves our warehouse and is handed to the carrier, the shipping process is the responsibility of the carrier.

While we do have access to tracking systems which can provide information, once a package is in the carrier network, we are unable to fulfill requests such as redirecting packages, recalling packages, or expediting shipping, and we will look to resolve shipping issues in other ways.

These timeframes are typical, and sometimes local carrier issues may mean you item arrives slightly later than this.

I didn't receive my order.

Please contact our support team, quoting your order number from the confirmation email/SMS message. We'll help track down your order.

What about customs fees/taxes?

We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.

It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.

By purchasing our product(s), you consent you will be responsible for the payment of such fees when the item(s) arrives in your country.

Why is my tracking information is not available?

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 6 business days ago and there is still no information on your tracking number, please contact us.

Why is my tracking info not updating?

There is no need to worry, this is perfectly normal. When your order is in transit and moving between countries, tracking will be very slow to update. Once the item lands in your country, it will move very quickly to your doorstep. You can track it here by entering your order number and email address.

My shipping address is wrong, can I change it?

You may request to correct your shipping address before your order is shipped. Changes are no longer possible once your order has been shipped out and in transit.

Additionally, Shopzu.com is not liable if an incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error, we will fully take responsibility of the original order that was made for you at no charge.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

Can I cancel or change my order?

You can only makes changes to your order or request a refund before you order has been shipped out. Once an order is fulfilled and in transit, we will no longer be able to make any changes to the product(s), address or provide you with a refund.

Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.

If you have any questions regarding our Shipping Policy, please don't hesitate to contact us at support@shopzu.com.