Frequently Asked Questions (FAQ)

Orders

What payment methods do you accept?

We accept major payment methods available at checkout, including standard credit/debit cards (Visa, Mastercard, American Express) and other secure payment options supported by our storefront. You can review all available payment options on the checkout page before completing your purchase.

Can I change or cancel my order?

If your order has not yet been processed or shipped, we may be able to modify or cancel it. Please reach out to our support team immediately through our Contact Us page. Once an order has been handed over to the carrier and shipped, changes or cancellations can no longer be processed.

How do I know my order was placed successfully?

Upon successful placement of an order, you will automatically receive an order confirmation email containing your order number and purchase details. If you do not see it in your inbox within a few minutes, please check your spam/junk folder or reach out to us for verification.

How can I track my order?

Once your order ships, we will send a shipping confirmation email complete with tracking numbers and links. Most in-stock orders are processed within 1–2 business days, and delivery typically takes 3–7 business days after shipment. For more details, please review our Shipping Policy.

What if I entered the wrong shipping address?

Please contact us immediately via our Contact Us page with your order number and the corrected address. If the order has not yet shipped, we will update it for you. If the package has already left our facility, address modifications will depend on carrier capabilities and may incur additional fees or delays.

Products

How do I choose the right scale before ordering?

To find the perfect scale for your kitchen, we highly recommend carefully reviewing the product title, key specifications, and features (such as maximum weight capacity, graduation/precision increments, and waterproof ratings) listed on each product page. Please ensure the scale's specifications meet your culinary or dietary needs before completing your purchase.

What types of products do you offer?

zeyu Direct specializes exclusively in premium digital kitchen scales, high-precision nutrition scales, and related culinary measuring accessories. We do not sell heavy industrial scales or commercial laboratory equipment. You can browse our complete inventory via our All Collections page.

Are your products brand new?

Yes, all items sold on our store are brand-new, high-quality kitchen electronic products. Detailed product dimensions, materials (such as stainless steel or tempered glass), and functional specifications are outlined on each individual product page.

Do you offer warranties on your products?

Yes, we stand behind our quality. All zeyu Direct products are backed by our comprehensive 24-Month Limited Warranty covering manufacturing and sensor defects under normal household use. Please review our Warranty Policy page for detailed terms.

What if my scale arrives inaccurate or damaged?

If you encounter any issues with calibration, accuracy, or physical damage upon arrival, please contact us first. Our technical support team will help you troubleshoot or verify the issue (e.g., proper battery installation or surface calibration). If a return is necessary, we will guide you through the process in accordance with our Return & Refund Policy.

Shipping

Where are your products shipped from?

To ensure fast and reliable delivery, our kitchen scales are shipped directly from our local European fulfillment centers, including warehouses located in Germany, France, Italy, and Spain. Your order will automatically be dispatched from the nearest available warehouse to optimize delivery times.

How long does shipping take?

Most in-stock orders are processed and prepared for dispatch within 1–2 business days after payment confirmation. Thanks to our local European warehouse network, standard delivery typically takes only 3–7 business days after shipment, depending on your specific location and local carrier performance. Tracking details will be emailed to you immediately upon dispatch.

Do you ship internationally?

Our primary strategic fulfillment focus is serving our customers across Europe. We ship to most European countries directly from our regional hubs. Exact shipping availability, transit times, and carrier options for your specific region can be verified at checkout. If you have questions about shipping to a specific country, please reach out to us via our Contact Us page.

How much does shipping cost?

We are proud to offer Free Shipping on orders delivered within our designated European service regions. For any other supported neighboring regions, shipping costs will be calculated and clearly displayed at checkout.

Do you provide tracking information?

Yes. As soon as your order leaves one of our European fulfillment centers, an automated tracking email will be sent to the address provided. If you have not received your tracking information after our normal 2-day processing window, please check your spam folder or contact us for assistance.

What happens if my shipment is delayed?

While we ship orders promptly from our local warehouses, carrier delays can occasionally happen due to severe weather, peak holiday seasons, or regional logistical routing issues. If your package is delayed, we recommend checking the tracking link first for real-time carrier updates. If you still need help, contact us via the Contact Us page, and we will look into the status of your shipment.