Shipping Policy

Last updated: May 12, 2026

At SF Zero, we want your SF Zero Complete on your kitchen counter as quickly and quietly as possible. No surprises, no small print, no tracking emails that lead nowhere. This Shipping Policy explains how we process orders, how long delivery takes, what shipping costs, and what happens in the rare case something goes wrong. By placing an order, you agree to the terms below and to our Terms and Conditions.

This Shipping Policy should be read together with our Terms and Conditions.

Shipping costs

Free shipping over $70
Orders of $70 or more ship free within the United States.

Orders under $70
For orders under $70, shipping is a flat $4.95. The amount is calculated automatically at checkout.

Insured shipping (optional)

Choose Insured Shipping for $2.95 at checkout for extra peace of mind:

  • Coverage up to $500 in case of loss, theft, or irreparable transit damage.
  • We'll send a free replacement or issue a refund (up to the insured amount) without back-and-forth.
  • To file a claim, reply to your order confirmation or email support@sf-zero.com with your order number and tracking code.

In brief:

  • Coverage starts the moment the package is handed to the carrier and ends at delivery.
  • Report loss or theft as soon as it becomes clear the package can't be located by the carrier.
  • Please keep your shipping emails and tracking details. We need them to process your claim quickly.

Shipping time

Processing
We aim to process orders placed Monday through Friday within 24 hours.

Delivery (after dispatch)

Region Standard delivery time
United States 3–5 business days
  • Please note: during peak periods, delivery may occasionally take 7–10 business days. We'll flag this on the site and in your tracking email if it applies.

Track & Trace

Tracking by email
Once your order ships, you'll automatically receive an email with your tracking number.

Tracking tool on our site
You can follow your package live using the tracking tool on our website. Carrier updates are typically displayed daily.

To view your shipment, enter either:

  • your email address and order number, or
  • only your tracking number.

The tracking tool is available under "Tracking Tool" in the site menu.

Sustainable shipping

Wherever possible, we ship directly from our supplier or secondary warehouse. That means:

  • Fewer transport movements, and therefore lower CO₂ emissions.
  • Less packaging material and less waste.
  • No extra cost to you, we cover it.

Not received, delayed, or damaged?

  • Check tracking first
    Sometimes there's a delay with the carrier. Check whether a new delivery date has been scheduled.

  • Still no delivery after 10 business days?
    Email support@sf-zero.com. Please include your order number and ZIP code.

  • Received damaged
    Please report any visible damage within 48 hours of delivery, with clear photos of the packaging and the bag. That allows us to contact the carrier quickly and get a replacement out to you.

Tracking shows "Delivered" but you haven't received it

If tracking shows the order as "Delivered," the shipment is considered delivered by the carrier. At that point, responsibility transfers to the recipient, and SF Zero is not liable for loss or theft after the carrier's delivery scan.

What to do:

  • Check with household members, neighbors, and any safe spot the carrier may have used (porch, side door, mailroom).
  • Contact the carrier directly to open a claim or investigation using your tracking details.
  • Keep all emails and tracking updates for your records.

Important: Insured Shipping covers loss and theft up until delivery. Once tracking shows Delivered, insured coverage ends at that moment.

Special situations

  • Partial shipments
    Your order may arrive in more than one package and on different days. You'll receive a separate tracking number for each.

  • Incorrect or incomplete address
    Please double-check your address at checkout. SF Zero isn't liable for delays or loss caused by incorrect address information. If you spot a mistake, contact us right away. If an order is delivered to the address you provided, even if that address turns out to be wrong. SF Zero isn't responsible for the delivery outcome.

  • Refused deliveries and uncollected packages
    If a package is refused at the door or sent to a pickup location and not collected in time, it will typically be returned to sender. That's the customer's responsibility.

How we handle it:

  • We can only act (reship or refund) once the package has been fully returned and processed at our warehouse or supplier.
  • Once returned, we'll offer a fair solution: reshipment (shipping costs may apply) or a refund (excluding any carrier or return handling costs, if applicable).
  • Not home at delivery
    Where possible, the carrier will leave the package with a neighbor or at a nearby pickup location. Check your tracking for the current status and pickup instructions.

  • Holidays and peak periods
    Processing and delivery times may shift around holidays and peak season. We'll communicate this as clearly as we can on the site and in your tracking emails.

Order changes & cancellations

Changed your mind, or entered something wrong? No problem, as long as you reach us fast.

  • Requests to change or cancel an order must be submitted within 12 hours of purchase by emailing support@sf-zero.com (include your order number).
  • Once processing has started, changes and cancellations are no longer possible.
  • Orders that have already shipped can't be canceled.

Customer support

Email: support@sf-zero.com
Hours: Monday through Friday, 9:00 AM – 5:00 PM (ET)

A real person replies within one business day. No bots, no ticket queue.

Summary

  • Free shipping over $70, otherwise $4.95
  • Optional insured shipping for $2.95 (coverage up to $500)
  • Processing within 24 hours on business days
  • Delivery: typically 3–5 business days after dispatch
  • Tracking by email and via our live tracking tool
  • Sustainable shipping direct from supplier or secondary warehouse