Hello Yan!
First of all, we want to thank you for writing to us and telling us what you're going through. We sincerely regret the poor experience you had with this first purchase. We completely understand your frustration and want to make sure we support you every step of the way until your case is fully resolved.
We want to be completely clear that this appears to be a misunderstanding with the carrier, something that, unfortunately, is beyond our direct control. Often, courier companies mark packages as "delivered" early, as part of their logistics processes, but in reality, the package is still in transit and has not yet been delivered.
We're already in direct contact with the carrier to find out exactly where your package is, and as soon as we have a concrete update, we'll let you know immediately.
Regarding the shipping method, we reviewed your order and informed you that it was processed with standard shipping. We have sent a copy of the invoice to your email, where you can verify that the payment was indeed made using this method.
Express shipping has a higher cost and was not selected for this purchase.
Since your order was shipped with standard shipping, it's still within the estimated delivery time, which is 4 to 7 business days, excluding weekends and holidays.
We sincerely apologize for the misunderstanding and any distress this situation may have caused you. We promise we're doing everything possible to track down your package and ensure you receive it.
We remain extremely attentive to your case, in constant communication with the carrier, and above all, committed to providing you with a positive experience, just like the one all our clients deserve.
Thank you for your patience and giving us the opportunity to resolve this.
We are here for you, always with love and commitment.
A big hug,
Team Zenzsual!
