Waiting for a physical card that hasn't been delivered yet? Let’s check a few things step by step and see what you can do next.
First, check which card you ordered
Make sure you ordered a physical ZEN Card.
If you ordered only a virtual card, it’s available right away in the ZEN.COM app and no delivery is involved.
Check your card delivery details in the app
You can see delivery information directly in your card’s settings.
In the ZEN.COM app, open your card details and tap "Delivery details". This option usually appears within 2 business days after you order a physical card.
When you open delivery details, you can see:
- The courier delivering your card
- The delivery address you provided
For cards sent via FedEx or DHL to addresses in Poland, you’ll also see a "Track your shipment" button with a tracking number. The tracking number becomes available within 2 business days after ordering.
Information about card delivery tracking
Delivery tracking is currently available only for:
- FedEx deliveries in Poland
- DHL deliveries in Poland
We don’t offer delivery tracking for:
- Cards sent outside of Poland
- Cards sent via Poczta Polska (Polish Post)
- Cards sent via Nova Post
- Cards sent via DHL Global Mail to other countries
Expected delivery times
Physical ZEN Cards are usually delivered within:
- Up to 6 business days if ordered to Poland
- Up to 25 business days if ordered to Ukraine
- Up to 15 business days if ordered to any other supported country
If your card still hasn’t arrived
If the expected delivery time has passed and your card hasn’t arrived, contact us via in-app chat.
Our support team will:
- Block the card for your security
- Waive the fee for ordering a new physical card
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