Zoeleaf

Shipping & Delivery Policy

Biodegradable & Sustainable Tableware for the World

Last Updated: May 2026 | Version 1.0

1. Introduction

At Zoeleaf, we believe sustainability does not stop at the product — it extends through every step of our supply chain, including the way we deliver. This Shipping & Delivery Policy governs all orders placed through www.zoeleaf.com and applies to domestic buyers across India as well as our global export partners and distributors.

We manufacture biodegradable tableware from areca palm leaves and sugarcane bagasse — materials that demand careful handling. Our shipping processes are designed to protect product integrity, comply with international trade regulations, and minimise environmental impact at every stage.

By placing an order with Zoeleaf, you agree to the terms outlined in this policy. If you have questions, please contact us at hello@zoeleaf.com or +91 78271 74424 before placing your order.

2. Order Processing & Confirmation

2.1 Order Confirmation

All orders — whether domestic or international — are subject to formal acceptance by Zoeleaf. Upon receipt of your order, you will receive an automated acknowledgement email within 24 hours. A confirmed Order Acceptance is issued separately once our team verifies product availability, order specifications, and shipping feasibility.

2.2 Processing Times

Order Type	Processing Time
Standard Domestic Orders	1–3 business days
Bulk / Export Orders	5–10 business days (post confirmation & payment)
Custom Export Packs	10–20 business days (includes production lead time)
Private Label / OEM Orders	15–25 business days (subject to design approval)

Processing begins only after full payment is received and confirmed, or a written purchase order is received for approved credit accounts. Business days exclude Indian public holidays and Zoeleaf production shutdowns, which will be communicated in advance.

2.3 Custom & Bulk Orders

For Custom Export Packs, private label, or orders exceeding standard minimum quantities, a dedicated account manager will contact you within 48 hours of inquiry submission to confirm specifications, lead time, and shipping terms. All bespoke requirements must be agreed in writing before production commences.

3. Shipping Destinations

3.1 Domestic Shipping (India)

Zoeleaf ships to all major pin codes across India. Delivery to Tier 1 and Tier 2 cities is handled via our primary logistics partners. Remote or restricted areas may require additional transit time or an alternate delivery arrangement, for which we will notify you in advance.

3.2 International Export Shipping

Zoeleaf is an export-focused brand currently serving 25+ global partners across the following regions:

United Kingdom & European Union
United States, Canada & North America
Middle East (UAE, Saudi Arabia, Kuwait, Bahrain, Qatar)
Southeast Asia (Singapore, Malaysia, Thailand, Vietnam)
Australia & New Zealand
Other regions — subject to feasibility assessment

If your destination is not listed above, please contact us at hello@zoeleaf.com to discuss feasibility. Export orders are governed by applicable DGFT (Directorate General of Foreign Trade) regulations and the import laws of the destination country.

📌 Note: Zoeleaf products are certified and compliant for export to the UK, US, EU, and GCC markets. Relevant certifications include BPI Compostability, FDA Food Safety, ISO Standards, and FIEO Export Registration. Copies of all certificates are available on request.

4. Shipping Methods & Transit Times

4.1 Domestic Logistics

Shipping Mode	Estimated Transit Time
Metro Cities (Delhi, Mumbai, Bengaluru, etc.)	2–4 business days
Tier 2 & Tier 3 Cities	4–7 business days
Remote / Hill / Island Areas	7–14 business days
Express / Priority Delivery (where available)	1–2 business days (additional charges apply)

4.2 International Export Shipping

Export Mode	Estimated Transit Time (after dispatch)
Sea Freight (FCL / LCL)	15–35 business days (destination-dependent)
Air Freight (Standard)	5–10 business days
Air Freight (Express / Priority)	3–5 business days (premium rates apply)
Courier (Small Samples / B2C)	7–14 business days

All transit times are indicative and may vary due to port congestion, customs clearance delays, carrier schedules, or force majeure events. Zoeleaf will provide an estimated delivery window at the time of shipment confirmation.

5. Shipping Costs & Freight Terms

5.1 Domestic Orders

Shipping charges for domestic orders are calculated based on the total shipment weight, volumetric dimensions, and delivery destination. Charges are displayed at checkout and confirmed in the Order Acceptance document.

Orders above ₹25,000 may qualify for subsidised or complimentary freight — please contact us for current thresholds.
Bulk pallet shipments are quoted separately based on truck-load requirements.

5.2 Export & International Orders

International freight is quoted on an order-by-order basis. The applicable Incoterms® are agreed at the time of purchase and will be explicitly stated in the Commercial Invoice and Packing List. Zoeleaf supports the following standard Incoterms:

EXW (Ex Works) — Buyer arranges all freight from Zoeleaf’s factory/warehouse in New Delhi.
FOB (Free on Board) — Zoeleaf delivers goods to the port of export; buyer assumes responsibility once on board.
CIF (Cost, Insurance & Freight) — Zoeleaf arranges sea freight and cargo insurance to the port of destination.
DAP (Delivered at Place) — Zoeleaf delivers to named destination; buyer handles import clearance and duties.

📌 Note: All freight quotations are valid for 14 days from the date of issue and are subject to current carrier rates. Fuel surcharges, port handling fees, and documentation charges may apply and will be itemised separately.

6. Customs, Import Duties & Taxes

Zoeleaf exports in full compliance with Indian export regulations under DGFT and Foreign Trade Policy. For international shipments, please note the following:

Import duties, customs taxes, VAT, GST, and other levies applicable at the destination country are the sole responsibility of the buyer/consignee.
Zoeleaf will prepare all required export documentation accurately, including Commercial Invoice, Packing List, Certificate of Origin, Phytosanitary Certificate (where applicable), and relevant product certifications.
Any delays or additional costs arising from customs examination, holds, or regulatory requirements at the port of entry are the buyer’s responsibility.
Zoeleaf strongly recommends that buyers engage a licensed customs broker or freight forwarder in their country to facilitate smooth clearance.
HS Codes applicable to our product range will be declared correctly on all shipping documents. Common classifications include HS 4602 (plaited/woven products of plant material) and HS 4823 (other paper/paperboard — for bagasse products). Buyers are advised to verify applicability with their local authorities.

📌 Important: Zoeleaf is registered with FIEO (Federation of Indian Export Organisations) and is MSME-certified. Our products carry BPI Compostability and FDA food safety certifications — documentation that often facilitates smoother customs clearance in regulated markets.

7. Packaging Standards

Our products are delicate natural goods that require protective packaging. We take packaging seriously, both to safeguard product quality and to uphold our sustainability values:

All products are packed in export-grade corrugated cartons reinforced for stacking and moisture resistance during sea freight transit.
Inner packaging uses recycled kraft paper or biodegradable wrapping — never single-use plastics.
Products are air-dried, heat-pressed, and packed in humidity-controlled conditions to prevent warping or mould during long transit.
Pallet wrapping, when required, uses minimal stretch film and is optimised for container loading.
Custom branded packaging, inner sleeves, and retail-ready display packs are available for Private Label and Custom Export Pack orders.

8. Order Tracking

Once your order is dispatched, you will receive a Shipment Dispatch Notification via email or WhatsApp containing:

Tracking number / Airway Bill Number (AWB) / Bill of Lading reference
Name and contact details of the carrier / freight forwarder
Estimated arrival window at port of destination or delivery address
Copies of shipping documents (Invoice, Packing List, COO, etc.)

For domestic orders, real-time tracking is available via the carrier’s online portal, a link to which will be shared with the tracking number. For export orders, Zoeleaf provides status updates at key milestones — departure from origin, arrival at transshipment port (if applicable), and estimated arrival at the destination port.

If you experience difficulty tracking your shipment, please contact us at hello@zoeleaf.com with your Order Reference Number and we will liaise with the carrier on your behalf.

9. Delivery Issues, Delays & Lost Shipments

9.1 Delayed Shipments

While Zoeleaf endeavours to meet all estimated timelines, delays may occur due to circumstances beyond our control, including:

Force majeure events (natural disasters, strikes, pandemics, war, etc.)
Port congestion or carrier operational issues
Customs examination or regulatory holds at origin or destination
Inaccurate or incomplete delivery information provided by the buyer

Zoeleaf will proactively notify you of any foreseeable delays. In the event of a significant delay attributable to Zoeleaf or its appointed freight provider, we will work to provide appropriate resolution, which may include re-routing, priority re-dispatch, or credit where applicable.

9.2 Lost or Non-Delivered Shipments

If your shipment has not arrived within 10 business days of the estimated delivery date, please notify us immediately at hello@zoeleaf.com. We will initiate a trace/investigation with the carrier. Claims for lost domestic shipments must be reported within 15 days of the estimated delivery date. Claims for lost international shipments must be reported within 30 days of the Bill of Lading date.

9.3 Incorrect Delivery Address

Zoeleaf ships to the delivery address provided at the time of order. Any correction to the delivery address after order confirmation may incur additional charges and transit time. Zoeleaf shall not be liable for non-delivery or mis-delivery resulting from an incorrect address provided by the buyer.

10. Damaged or Defective Goods on Arrival

Zoeleaf takes every precaution to ensure products arrive in perfect condition. However, should your goods arrive damaged, please follow the procedure below:

Inspect all cartons upon arrival and before signing the Proof of Delivery (POD) or releasing the carrier.
Note any visible damage on the carrier’s delivery receipt or POD at the time of delivery. Do not accept and sign without noting damage — this is critical to supporting any claim.
Report damage to Zoeleaf within 48 hours of receipt for domestic orders and within 5 business days for international orders by emailing hello@zoeleaf.com.
Include your Order Reference Number, photographic evidence of the damage (outer packaging, inner packaging, and affected products), and the number of damaged units.
Do not dispose of damaged goods or packaging until the claim is resolved, as inspection may be required.

Upon receipt of a valid damage claim, Zoeleaf will assess and respond within 5 business days with a proposed resolution — which may include replacement, credit note, or partial refund — at our sole discretion and subject to the terms of the applicable sale agreement.

📌 Note: Zoeleaf products are natural organic goods. Minor variations in colour, texture, and grain pattern are inherent characteristics of areca palm leaf and sugarcane bagasse materials — these are not manufacturing defects and do not constitute grounds for a damage or quality claim.

11. Returns, Refusals & Order Cancellations

11.1 Returns Policy

Due to the perishable and hygienic nature of food-contact tableware, and the bespoke production involved in most Zoeleaf orders, we do not accept returns except in the following circumstances:

Products delivered with verified manufacturing defects affecting fitness for purpose.
Products that are materially different from the agreed specifications confirmed in the purchase order.
Transit damage claims accepted by Zoeleaf under Section 10 of this policy.

11.2 Order Cancellations

Order cancellation requests are accepted under the following conditions:

Cancellation before production commencement: Full refund of advance payment, less any bank/transaction charges.
Cancellation after production has commenced: Cancellation charges of 25%–50% of the order value may apply to cover material and labour costs incurred.
Cancellation after dispatch: Orders cannot be cancelled once dispatched. The buyer is responsible for all freight, customs, and associated costs.

All cancellation requests must be submitted in writing to hello@zoeleaf.com and will be acknowledged within 2 business days.

12. Force Majeure

Zoeleaf shall not be held liable for delays or failure to deliver arising from events beyond its reasonable control, including but not limited to acts of God, floods, earthquakes, pandemics, government restrictions, port closures, carrier strikes, or war. In such circumstances, Zoeleaf will notify the buyer promptly and both parties will work in good faith to agree an amended timeline or alternative arrangement.

13. Contact Us

For all shipping, logistics, or delivery-related queries, our team is available to assist you:

Company	Zoeleaf
Email	hello@zoeleaf.com
Phone / WhatsApp	+91 78271 74424
Website	www.zoeleaf.com
Registered Address	New Delhi – 110046, India
Business Hours	Monday – Saturday, 9:00 AM – 6:00 PM IST

This policy was last reviewed in May 2026 and supersedes all previous versions. Zoeleaf reserves the right to modify this policy at any time. The most current version will always be available at www.zoeleaf.com. Continued use of our services following any update constitutes acceptance of the revised policy.

Shipping Policy