Shipping policy

Delivery

The estimated delivery date may vary depending on the product and is displayed on the product page, the checkout page, and in the order confirmation email or telephone confirmation. For all product categories, the maximum delivery period is 10 calendar days from the moment the bank confirms receipt of payment (funds credited to our account). For international customers, the final order price will be communicated by email or telephone, and delivery will be made only after the customer has explicitly accepted this price. Orders containing more than 21 liters of LactoSer are shipped in two parcels exclusively by courier, and the Customer may not choose two different shipping methods. Courier fees and the cost of the insulated shipping box are included in the price for certain products. For other products, these costs are displayed separately as part of the final order total before the online ordering process is completed.

For products in stock, delivery will be made according to the Customer's selected courier service. There is a processing period of approximately 12–24 hours between order registration and handover to the courier. Any additional delay will be communicated to the Customer, and a new delivery date will be agreed upon, which may not exceed the maximum delivery period stated above.

Please note! Due to the very short order processing time, it is not possible to modify orders once they have been placed.

If the ordered products become unavailable (including cases where the price or certain product characteristics have changed after the order confirmation), EmbryOm will inform the Customer of the unavailability and refund any amounts already paid within 14 days. The Customer may also accept the revised price or product characteristics, thereby modifying the original order, and EmbryOm will deliver the products according to the updated order.

Delivery Conditions

At the request of ZONAR or the courier, the Customer must provide proof of identity, if necessary, using one or more official identification documents, and communicate the order number assigned by the Seller. If the Customer is unable to receive the order personally, the parcel may be delivered only to a person over 18 years of age at the specified delivery address, provided that this person communicates the order number to the courier. No delivery request can be fulfilled unless these conditions are met. If delivery is made to the Customer's workplace and the courier cannot access the premises, the Customer is responsible for ensuring that the order can be received. The courier will contact the Customer by telephone before delivery to confirm their availability at the address provided during checkout. The Customer undertakes to be present at the specified delivery address during the time interval communicated by the courier; otherwise, the Customer will bear the cost of any subsequent delivery attempt. The delivery time may only be changed with the courier's agreement.

Delivery shall be deemed completed by ZONAR when the ordered products have been handed over to the Customer at the delivery address specified when placing the order.

Receipt of Products

Upon delivery of the ordered products, the Customer is required to sign the delivery note (AWB) presented by the courier. The delivery note is accompanied by the fiscal receipt or invoice containing all relevant information about the delivered products (product name, quantity, and price). The Customer is also required to inspect the products for any damage or missing items. Any damage or shortages must be noted in handwriting on the delivery note in order to be taken into consideration.

By signing the delivery note, the Customer acknowledges that the ordered products have been received in full and in good condition.

If any issue arises in connection with the delivered order, the Customer must contact Customer Service and report the problem within no later than one business day after receiving the products. After this period, any complaint regarding the delivered order will no longer be considered.

ZONAR undertakes to respond to all requests and complaints within a maximum of 3 business days from the date they are received.

Delivery Delays

Depending on product availability, the delivery date may be agreed upon after the order has been completed, OR it will automatically be scheduled for the first Wednesday following the date on which the bank transfer has been credited to EmbryOm's bank account specified in the electronic order.

ZONAR undertakes to comply with these delivery dates for online orders. If these delivery dates cannot be met, the Customer will be informed immediately using the contact details provided, by email or SMS.

If the delivery of the ordered products is delayed, ZONAR advises the Customer to notify Customer Service so that the most appropriate solution can be found for completing the delivery.

If the delivery is delayed by more than 3 business days, except in cases of force majeure or technical failures of the website that prevented the order from being processed or displayed, the Customer is entitled to cancel the order by sending a written email to lactoser@zonar.ro or by contacting Customer Service by telephone.