CUSTOMER HELP & FAQ
Helpful Answers for Shopping With 𝒁𝑬𝑸𝑴𝑨𝑹𝑰𝑨™
Shopping for your pet should be simple and comfortable.
Whether you have a question about a product, want to check an existing order, need help with tracking, or are considering a return, you can find the most important information below.
01 · Who Operates ZEQMARIA™?
𝒁𝑬𝑸𝑴𝑨𝑹𝑰𝑨™ is operated by:
Hangzhou Gumimin Information Consulting Co., Ltd.
Owner
Zou Zhen
Registered Business Address
Room 1615-2, Qianlong Building, No. 1786 Jianghan Road, Changhe Subdistrict, Binjiang District, Hangzhou City, Zhejiang Province
Unified Social Credit Code
91330108MAKCKL8E6N
Customer Support Email
service@zeqmira.com
Contact Number
+86 136 3199 0381
02 · What Does ZEQMARIA™ Offer?
𝒁𝑬𝑸𝑴𝑨𝑹𝑰𝑨™ focuses on practical and thoughtfully designed products for everyday pet care.
Our store may include products for:
Feeding · Resting · Playing · Caring
From food and water bowls to comfortable resting accessories and everyday pet essentials, our goal is to provide products that fit naturally into the routines pets share with their families.
Product availability may change over time, so please refer to the individual product page for current details, options, and specifications.
03 · How Long Does Order Processing Take?
After payment has been successfully confirmed and any necessary order checks are completed, orders are typically prepared within:
2–4 Business Days
During holidays, promotional periods, or unusually high order volumes, preparation may occasionally take up to:
5 Business Days
Processing time is separate from shipping transit time.
04 · How Long Does U.S. Delivery Take?
For supported destinations within the United States, standard shipping is generally estimated at:
10–15 Business Days After Dispatch
Delivery times are estimates rather than guaranteed arrival dates.
Actual transit may be affected by carrier operations, severe weather, public holidays, customs procedures, destination, seasonal demand, or other logistics circumstances outside normal fulfillment control.
05 · How Much Is Shipping?
Available shipping methods and any applicable delivery charges are displayed during checkout before payment is completed.
The final shipping cost may depend on your destination, order details, and available delivery service.
This allows you to review the applicable delivery option before placing your order.
06 · Where Will My Order Ship From?
𝒁𝑬𝑸𝑴𝑨𝑹𝑰𝑨™ orders do not necessarily ship from one fixed location.
Depending on product availability, inventory location, and destination, an order may be fulfilled through our facilities or designated fulfillment partners.
For this reason, the shipping origin printed on your parcel may differ from the registered business address of Hangzhou Gumimin Information Consulting Co., Ltd.
Orders containing multiple products may occasionally arrive in separate parcels with different tracking numbers.
07 · How Will I Receive Tracking Information?
After your order has been dispatched and tracking information becomes available, the relevant shipment details will normally be sent to the email address entered during checkout.
Tracking may not update immediately after a shipping label is created.
Please allow the carrier time to receive, scan, and register the parcel in its system.
08 · Why Has My Tracking Stopped Updating?
A temporary pause in tracking does not necessarily mean that your parcel has stopped moving.
Some carriers do not scan packages at every stage of transportation.
If tracking remains unchanged for an extended period, contact:
service@zeqmira.com
Please include your order number so our support team can review the available shipment information and, where appropriate, investigate with the relevant logistics provider.
09 · Tracking Says Delivered, but I Cannot Find My Package
If your shipment is marked “Delivered” but you cannot locate it, first check:
✓ Mailbox
✓ Porch or normal delivery area
✓ Safe-drop locations
✓ Household members
✓ Building reception or concierge
✓ Nearby neighbors, where appropriate
You may also contact the carrier for additional delivery information.
If the parcel still cannot be located, contact us with your order number and tracking information.
A shipment being marked as delivered does not automatically prevent the circumstances from being reviewed.
10 · What Is the Return Period?
Eligible products may generally be returned within:
30 Calendar Days After Confirmed Delivery
The product must meet the applicable return conditions.
Please review our Return & Refund Policy and contact customer support before sending merchandise back.
11 · How Do I Request a Return?
Start your request by contacting:
service@zeqmira.com
Please provide:
- Your order number
- The product you wish to return
- Your reason for requesting the return
- Relevant photos or videos when the request involves damage, defects, incorrect items, or another visible issue
Our customer support team will review the request and provide the applicable next steps.
12 · Where Should I Send My Return?
Please do not automatically return products to our registered business address.
Approved returns may need to be sent to a designated return facility that differs from our company registration location.
After your return request has been reviewed and approved, customer support will provide the appropriate:
Return Address · Return Instructions · Applicable Next Steps
Unauthorized returns or parcels sent to an incorrect address may be delayed or may not be accepted.
13 · Who Pays for Return Shipping?
Preference-Based Returns
If an eligible return results from a change of mind, personal preference, incorrect customer selection, or another reason not attributable to us, the customer is generally responsible for return shipping costs.
Problems Attributable to Us
If our review confirms that a product was damaged, defective, incomplete, incorrect, or materially different because of an error attributable to us, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that confirmed error.
14 · How Long Does a Refund Take?
After an authorized return reaches the designated return facility, it may be inspected to confirm that the applicable return requirements have been met.
Once the return has been:
Received → Inspected → Approved
the eligible refund will generally be initiated to the original payment method within:
5–10 Business Days
Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.
15 · Can I Cancel My Order?
If you need to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to cancel an order before fulfillment begins.
Once processing, packing, fulfillment, shipment preparation, or dispatch has started, cancellation cannot be guaranteed.
No cancellation fee is charged when an order is successfully cancelled before fulfillment.
16 · What If My Product Arrives Damaged or Incorrect?
Please inspect your order after delivery.
Contact us promptly if a product arrives:
Damaged · Defective · Incomplete · Incorrect · Materially Different From Its Description
Please provide your order number together with relevant photographs or videos when appropriate.
After the issue has been reviewed, an appropriate solution for a confirmed error attributable to us may include:
Replacement · Reshipment · Refund · Authorized Return
17 · STILL NEED HELP?
Our customer care team can assist with:
Pet Products · Existing Orders · Shipping & Delivery · Tracking · Returns · Refunds · Payments · Purchase-Related Questions
Customer Care
Email
service@zeqmira.com
Phone
+86 136 3199 0381
Customer Service Hours
8:00 AM – 10:00 PM
China Standard Time (UTC+8)
We aim to respond to general customer inquiries within 1–2 business days. Matters requiring additional investigation with a carrier, fulfillment provider, payment provider, or another service partner may require additional time.
BUSINESS INFORMATION
𝒁𝑬𝑸𝑴𝑨𝑹𝑰𝑨™
Operating Company
Hangzhou Gumimin Information Consulting Co., Ltd.
Owner
Zou Zhen
Registered Business Address
Room 1615-2, Qianlong Building, No. 1786 Jianghan Road, Changhe Subdistrict, Binjiang District, Hangzhou City, Zhejiang Province
Unified Social Credit Code
91330108MAKCKL8E6N
Customer Support Email
service@zeqmira.com
Contact Number
+86 136 3199 0381
𝒁𝑬𝑸𝑴𝑨𝑹𝑰𝑨™
Everyday Pet Essentials · Clear Shopping Information · Helpful Support
Need assistance? Contact us at service@zeqmira.com.