Help Center

Store the massager in cool and dry place away from sunlight;

Clean the massager with ZALO cleanser after each use and keep in matching storage pouch;

Attention defends mechanical failure caused by falling and crash.

Clean the massager with ZALO cleanser after each use and keep in matching storage pouch. 

We do not distribute, sell, or rent your name or personal information to any third party, and will never do so without your permission. This includes any e-mail addresses or mailing addresses that you provide. When you place an order, your mailing address is for shipping use only.

It is very important for you to provide the correct information for a couple of reasons. First and foremost let us reassure you that we do not share this information with anyone unless it is directly related to your order (such as providing info to the carrier). A correct e-mail address is necessary for you to receive any updates and/or tracking information regarding your order. We do not share your e-mail address with any third parties that will send you unwanted or spam mail. Your e-mail address used to contact you online is used solely for use between you (buyer) and ZALO USA LLC to respond to any inquiries regarding orders or products and to comply with any requirements of law i.e.: verification for suspected fraudulent activities. We generally choose to e-mail our customers realizing that you may not want to discuss your order over the phone, however, if we do need to call you it is only out of necessity. Rest assured that the conversation will be as discreet as possible with no direct reference made to the items in your order.

You will only receive emails related to the order you place unless you check the box that states you wish to receive promotional emails.

Email subscribers receive our newsletter as well as special offers and exclusive discounts that aren't available to the general public.

You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter.

Yes. By registering for an account you will only receive emails that pertain to your order or answers to any questions you may have for us.

Yes, you can go into your account settings after logging in and update your email preferences.

Due to the nature of our business, our emails may end up in your spam or junk folder. Be sure to add contact@zalousa.com to your 'white list' to be sure our emails end up in your inbox.

ZALO USA accepts the following forms of payment:

• VISA
  
• MasterCard
• Discover
• American Express
• PayPal
• Apple Pay

We are unable to accept checks, cash or money orders.

We respect your privacy! Package contents and our website are not disclosed on box. All of our packages are either plain brown boxes or standard issued packaging from UPS, FedEx, or USPS. Return address is nondescript. Also, no catalogs will be mailed to your home.

Gharges appear as Ovsonet Ltd, which is our corporate name. You may not recognize this name after checkout as it does not match the name of this website, so please make a note of it. Also, no catalogs will be mailed to your home.

Whenever you place an order with us, a confirmation e-mail is sent to you with details of the order you have made. As soon as your order is dispatched, a second confirmation e-mail is sent to you indicating that your order is now in its way to you. If you have not received these e-mails, it is possible they may have been caught in your spam mail folder. It is advisable to look through your spam mail and see if your confirmation e-mails have appeared there, as you can then make adjustments to ensure that they come through to you without issue in the future. It is also possible that there may have been some sort of error with your confirmation e-mails not reaching you, either because of server issues or problems in transit. If in doubt as to the status of your order click on "Order Status" and enter the required information. If you are unable to look up your order e-mail us at contact@zalousa.com.

Generally speaking, no. Once an order's status is "Processed" it is very difficult to make changes especially once it has been in the system for 12 hours or more. Orders move very quickly through the warehouse system, even on the weekends. Please contact us immediately via e-mail at contact@zalousa.com. Sending us an email, or using the contact form is the fastest way to contact us. We are unable to add any items to an existing order.

To cancel your order please contact us as soon as possible via e-mail at contact@zalousa.com or call us at 1-888-245-5282. Sending us an email, or using the contact form is the fastest way to contact us. In most instances, your order is processed the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been processed/or shipped. Please order carefully.

Please be advised, if you no longer wish to receive your order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order. Please keep in mind that shipping is non-refundable.

While our main warehouse houses the majority of the products we carry - some of our inventory is not in "real time". What that means is that some products are not removed from inventory as they are being ordered. This is because we have access to several warehouses and vendors across the country and often if something is not in stock in our main warehouse we are still able to source it elsewhere and fill your order. If there is ever an instance when your order cannot be filled, we will contact you with available alternatives, or we may suggest another product. On occasion, an item is just not available from any of our sources either because of a production issue or a discontinuation. In these cases we will notify you immediately and refund your order.

While we do our best to fill your order as expediently as possible there are occasions when an item may not be available. We will notify you immediately and cancel and refund the part of your order or give you the opportunity to select an alternative item. If you would like to be notified once the item becomes available again, just let us know and we will contact you via e-mail when the item is back in stock.

98% of the time orders are processed and shipped within 24 hours (in stock items only) during the business week. Your order will be processed and shipped same business day if made before 11:30 am CST. Keep in mind that weekends and holidays are not considered business days by ZALO USA, or our shipping partners.  

USPS does not guarantee delivery around holidays, and in the case of bad weather. Please note that the shipping options you choose take effect on the day the item ships, not the day you order.

We cannot control delivery errors, especially if your address is incorrect, or not 100% complete.

We generally ship by FedEx, but may use a different carrier at our discretion (UPS, USPS). We do not accept COD (cash on delivery) orders.

United States:

Standard Shipping 2-7 Day Delivery: Free!

FedEx 2-day Delivery: $4.99*

*shipping is not available for P.O. Boxes, APO or FPO addresses or international shipments.

International Shipping:

Canada: $9.99 

Australia, Belgium, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Sweden, United Kingdom: $14.99

Allow 7-10 business days from date shipped, longer for outlying areas.
We currently offer international shipping to Canada, Australia, Belgium, Findland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Sweden, and United Kingdom. International shipments require customs paperwork and these shipments will take approximately 1-2 weeks from the shipping date to be delivered depending on customs clearance into your country. You will receive a tracking number once the order is shipped. This can be tracked for your convenience on the www.USPS.com website. Customers may want to check with local customs regulations to be aware of the laws within their country. All items that we sell on our site are legal in the USA, however if certain countries restrict these items for use or sale we cannot be held liable if these items are seized or confiscated by customs. We also are not held liable for any tariffs, import duties or international taxes that may be imposed outside the USA. On all international shipments once the shipment arrives into the destination country and customs received the package, the customs agents make all the final delivery arrangements. After tracking the package on www.USPS.com and it states the package is in customs the customer can contact their local customs agents for final delivery information and arrangements.

Yes, we ship to all APOs, FPOs, and PO Boxes.

For standard shipping please allow up to 30 days for your order to arrive for APO & FPO boxes only. Please note that all APO/FPO orders must pass through military customs which may affect your delivery date.

• For City, Enter either APO (for Army Post Office) or FPO (for Fleet Post Office).
• For State, Select AA (Armed Forces Americas), AE (Armed Forces Europe, Middle East), or AP (Armed Forces Pacific).
• Enter the zip code provided by the military.
• For Country, select United States regardless of where the recipient is stationed.
• Because of military guidelines, we have to ship your order via the United States Postal Service.

The only option we are allowed to ship APO/FPO orders is through the USPS.

If your military order gets returned to us before you are able to receive it, you will be immediately refunded the total amount of your order less the shipping charges.

We currently offer international shipping to Canada, Australia, Belgiuem, Findland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Sweden, and United Kingdom.

We currently offer international shipping to Canada, Australia, France, Germany, Italy, Netherlands, New Zealand, Norway, and Sweden. International shipments require customs paperwork and these shipments will take approximately 1-2 weeks from the shipping date to be delivered depending on customs clearance into your country. You will receive a tracking number once the order is shipped. This can be tracked for your convenience on the www.USPS.com website. Customers may want to check with local customs regulations to be aware of the laws within their country. All items that we sell on our site are legal in the USA, however if certain countries restrict these items for use or sale we cannot be held liable if these items are seized or confiscated by customs. We also are not held liable for any tariffs, import duties or international taxes that may be imposed outside the USA. On all international shipments once the shipment arrives into the destination country and customs received the package, the customs agents make all the final delivery arrangements. After tracking the package on www.USPS.com and it states the package is in customs the customer can contact their local customs agents for final delivery information and arrangements.

If your international order gets returned to us before you are able to receive it, you will be immediately refunded the total amount of your order less the shipping charges.

If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt.

Please note:

• We cannot accept returns or exchanges on items that have been opened. This is for the health, safety and peace of mind of our customers. It is also the law.
• Opened pleasure objects may only be returned under warranty.
• Shipping charges will only be refunded in cases where our error caused the return.
• Pre-authorization is required for all returns and exchanges.
• ZALO will not bear the costs of return shipping.

If you purchased your product from an alternate ZALO retailer, only defective items may be returned under warranty with a valid proof of purchase. We will not accept unopened returns from an alternate ZALO retailer.
To return or exchange an unopened pleasure object, please contact us via email at contact@zalousa.com.

If upon receipt of your delivery you find that the box has been damaged, opened, or its contents are missing, please ensure that you take a photograph of the damaged packaging which should be emailed to us. If you are at home during the delivery write “Damaged/Opened/Missing content" and refuse the package when delivered by FedEx/UPS/USPS/DHL.

You are are having trouble with your LELO pleasure object, and need to take advantage of our warranty, please follow this link for more information: https://www.zalousa.com/pages/manufacturer-warranty

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

Then your exchange will be shipped/ a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Credit card refunds will appear on your statement in the next billing cycle or, in the case of online banking, should appear in your account within 10 business days after your credit is applied.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@zalousa.com.

We want to ensure that you get great customer service. If you have any questions or problems please complete the contact form on "Contact us" page and one of our staff will be glad to help you. You may also reach us by phone or email  Monday through Friday 8:00 am - 4:30 pm CST (excluding holidays). Sending us an email, or using the contact form is the fastest way to contact us.

UNITE STATES

Email: contact@zalousa.com or use contact form

Phone: 1-888-245-5282  Monday-Friday 8:00 am - 4:30 pm CST (excluding holidays)

Mailing Address:

Ovsonet Ltd - ZALO USA
13301 Southwest Hwy Suite J
Orland Park, IL 60462

ASIA

Email: service@zalo.com.cn

Monday through Friday 8:00 am to 4:30 pm CST (excluding holidays).

Sending us an email, or using the contact form is the fastest way to contact us.

Not at this time. We are an e-commerce business only. All items are shipped directly from our warehouse. We are not open to public.

We currently do not mail catalogues. We are strictly an online business.

No, by signing up at ZALO USA website, you agree that you are over the age of 18 years old.

All ZALO products have successfully passed the most rigorous quality tests and all items are inspected for any defects at the end of the manufacturing process.

ZALO warrants for one year from date of purchase against manufacturing defects caused by workmanship or material failure. In rare instance you discover a defect and notify us during the warranty period, ZALO will, at its discretion, replace the product free of charge. This warranty does not cover cosmetic deterioration caused by normal wear and tear or damage resulting from accidents caused by improper and incorrect use or damage resulting from repairs or dismantling undertaken by a non-authorized retailer, technician, or customer service center. Please keep your original purchase receipt together with your ZALO product's warranty card for the duration of the warranty period.

All product warranty claims must be returned to ZALO with shipping paid. ZALO will not bear the costs of shipping. 

Please contact us at contact@zalousa.com to obtain the mailing address.

Note: If you purchased your item from a different store or website, please refer to them for return and/or warranty assistance.