Shipping & Delivery Policy

Last Updated: November 11, 2026

Every ZiXa piece begins with craftsmanship, patience, and attention to detail.

Because many of our porcelain pieces are individually made and hand-painted, our delivery process is different from that of a conventional ready-to-ship retailer.

Please review the information below before placing your order.

1. Where We Ship

ZiXa currently ships to eligible addresses in the contiguous 48 United States and the District of Columbia, and Canada.

United Kingdom shipping is temporarily unavailable. Standard checkout shipping is not offered to Alaska, Hawaii, U.S. territories, military addresses, Amazon warehouse addresses, or other countries.

Carrier coverage depends on the exact address and parcel. If we cannot fulfill an affected paid order, we will notify you and offer cancellation and a full refund.

2. Availability, Production & Order Processing

A piece may be available from finished stock or may need to be made after your order is confirmed. Availability is shared across sales channels; the displayed orderable quantity does not guarantee immediate dispatch.

Order preparation and dispatch processing: 15–25 calendar days, excluding any required production. This period allows for availability checks, order coordination, inspection, protective packaging, and preparation for carrier collection.

If production is required, allow an additional 15–20 calendar days. Production time does not include international transportation.

Estimated payment-to-carrier-handoff window: 15–45 calendar days. Finished-stock orders normally require 15–25 calendar days. Orders requiring production normally require 30–45 calendar days in total (15–20 days of production plus 15–25 days of processing).

Please plan for the full dispatch window unless a shorter, item-specific timeframe is confirmed. For multi-item orders, use the longest applicable preparation time. International transit starts after carrier handoff.

3. International Shipping

Orders are dispatched from Jingdezhen, China, through our international logistics partners.

Published standard transit estimates after carrier handoff: 6–15 business days for supported U.S. destinations and 8–15 business days for Canada. These estimates allow for normal route and last-mile variation and are additional to order processing and any required production.

Business days for transit are Monday through Friday, excluding relevant public holidays. Actual transit may vary with customs processing, transportation schedules, weather, local delivery conditions, and holidays. These are estimates, not guaranteed arrival dates.

Production, order processing, and transit are separate stages. A 15–20 day production estimate is not a delivery estimate.

4. Shipping Costs

Standard shipping is currently free for eligible orders to supported U.S. and Canadian destinations. The available method and final shipping charge are displayed at checkout before payment.

Carrier eligibility depends on the destination, parcel value, contents, weight, and dimensions. If an accepted order requires an alternative service, we will contact you before dispatch to discuss the options.

We will not impose undisclosed additional shipping charges without your agreement. If no acceptable delivery arrangement is available, you may cancel the affected order for a full refund.

5. Customs & Import Charges

ZiXa arranges international transportation and customs handling through eligible logistics providers.

When your checkout shipping arrangement includes import duties and related clearance charges, these are covered under that delivery arrangement.

Certain orders may require an alternative shipping service because of package value, dimensions, destination, or carrier restrictions.

If an accepted order cannot be shipped under the originally available arrangement, we will contact you before dispatch to discuss available options.

We will not unilaterally impose additional shipping or import charges without your agreement. If no acceptable delivery arrangement is available, you may cancel the affected order for a full refund.

6. Packaging & Protection

Porcelain is delicate, and we take care when preparing each shipment.

Items are packed using suitable protective materials and shipping cartons appropriate to the piece.

Where an order contains multiple items, we may use more than one package when necessary for safe handling and lawful shipping.

If an order must be shipped separately, we will provide the relevant shipment details and tracking information.

7. Tracking Your Order

Once your order has been dispatched and tracking information becomes available, we will send a shipment notification to the email address provided at checkout.

Tracking information may take some time to appear after the shipping label is created or the parcel enters the carrier’s network.

Please ensure your email address is accurate and check your spam folder if you do not receive an expected update.

8. Shipping Delays

We make reasonable efforts to meet the stated dispatch timeframe.

If we determine that your order cannot be shipped within the promised time, we will notify you within the period required by applicable law and explain your options.

You may be offered a revised shipping date or the option to cancel the affected order for a prompt refund.

We will not treat an order as indefinitely delayed without providing the legally required notices and obtaining consent where required.

9. Address Accuracy

Please provide a complete and accurate shipping address, including the recipient’s name, street address, city, state, ZIP code, and contact information.

If you discover an address error, contact us immediately at [email protected].

Address corrections may be possible before dispatch but cannot be guaranteed after the package has entered the carrier network.

If an order is returned because of an incorrect or incomplete address supplied by the customer, we will contact you to discuss the available resolution and any reasonable, documented costs, subject to applicable law.

10. Damaged or Missing Packages

If your package arrives visibly damaged, please photograph the outer packaging before opening it when practical.

If an item is damaged, incorrect, or missing, contact us as soon as possible and provide your order number and photographs if available.

We will investigate and offer an appropriate replacement, refund, or other remedy in accordance with our Returns & Refunds Policy and applicable law.

If a package is lost in transit, please contact us so we can investigate with the carrier.

Carrier compensation limitations do not eliminate any rights you may have against ZiXa as the seller.

11. Multiple Items & Separate Shipments

Some multi-item orders may require separate packages because of packaging safety or carrier shipping restrictions.

Where separate shipments are used, they must comply with applicable customs requirements.

We may contact you before dispatch if your order requires an alternative shipping arrangement.

If the proposed arrangement is not acceptable and the order cannot otherwise be fulfilled as agreed, we will offer cancellation and an appropriate refund.

12. Contact

For questions about production status, shipping estimates, tracking, or delivery:

ZiXa Customer Support

Email: [email protected]

Website: https://zixa.diy/

We appreciate your patience as your porcelain piece travels from the studios of Jingdezhen to your home.

Crafted with care. Packed with attention. Sent with gratitude.