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Frequently Asked Questions

Product FAQs

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. 

Replacement charging cables are available for purchase on our website here.

All information is secure.

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.

Email Preferences

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.

Order FAQs

ZALO USA accepts the following forms of payment:

  • VISA
  • MasterCard
  • Discover
  • American Express
  • PayPal
  • Apple Pay
  • Buy with Prime

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

Charges appear as ZALO USA LLC, which is our corporate name.

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 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.

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.

Shipping FAQs

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, FedEx or UPS 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 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.

NOTE: International shipments may include a customs declaration.

For complete shipping information please click here.

Free standard shipping is available for all orders being shipped to the US. We do not offer international free shipping at this time.

You'll receive an email with tracking information when your order has shipped. Please ensure your destination has a secure point of delivery. Note that although tracking numbers are sent when the order has been packaged for shipment, tracking information does not start to update until the package has arrived at the processing center. Please contact us with any questions you may have. 

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.

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.

Yes, we do ship to other countries. For complete list of countries we ship to, please click here.

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

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 and applicable return shipping fees.

If your tracking information shows that your package was delivered, but you can't find it:

  • First, verify your shipping
    address, to do this, locate your tracking number in your shipping
    confirmation email or log into your account and check your order
  • If your order was marked as “delivered” please wait 48
    hours - sometimes delivered packages may say delivered up to 48 hours
    before arrival.
  • Look for a notice of attempted delivery.
  • Look around the delivery location for your package.
  • Check
    to see if someone else accepted the delivery like a neighbor or another
    household member unless you have health or safety concerns.
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive packages.
  • If you still can not locate your package please reach out to the carrier.


To view our return policy, please click here.

If you have any unopened, unused items that are eligible for a return, please fill out the Non-Defective Return Form on our website, click here to view the return form.

To view our return policy, please click here.

If you have an item that is defective please refer to our warranty policy, click here to view our warranty policy.

Purchases made with other vendors are subject to those vendors’ policies. Other vendors’ policies will vary. Always review a vendor’s return policy before purchase.

Defective products are under warranty for 1 year with proof of purchase, regardless of where they were purchased from. See our Warranty Policy for details.

Defective products are under warranty for 1 year with proof of purchase, regardless of where they were purchased from. See our Warranty Policy for details.

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.

Customer Service

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 e-mail Monday through Friday 8:00 am - 4:30 pm CST (excluding holidays). Sending us an e-mail, or using the contact form is the fastest way to contact us.


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:
13341 Southwest Hwy Suite E
Orland Park, IL 60462


Email: service@zalo.com.cn

Phone: +861-400-828-7066  Monday-Friday 9:00 am - 5:30 pm

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.

Yes, all rechargeable products come with 1-year warranty. For more information regarding our warranty policy, please click here.