Questions about a shipment? Contact support@kervero.com and include your order reference.
1. Fulfillment partners
Products may be fulfilled by third-party supply and logistics partners. This means inventory storage, packing, and carrier handoff may be handled outside our own premises while remaining coordinated through our order operations.
2. Processing time and transit time
Processing time and transit time are separate concepts:
- Processing time is the period required to confirm, prepare, and dispatch an order after payment is successfully received.
- Transit time is the period after dispatch while a carrier moves the package to the delivery address.
Total delivery time is typically the combination of both periods and can vary by product, inventory location, destination, and carrier conditions.
3. Delivery estimates
Where delivery estimates are shown, they are estimates—not guarantees. Actual timing may vary based on product availability, destination, customs processes where applicable, weather, carrier capacity, and other factors outside our direct control.
We do not publish a single global guaranteed shipping duration for all products and destinations.
4. Tracking
Tracking information is provided where available. Some shipments may offer limited tracking depending on the carrier service and destination. When tracking becomes available, it is typically shared through the order confirmation email or a subsequent shipment notification.
5. Delays
Delays may occur due to carrier congestion, weather, customs, incorrect address details, remote destinations, peak seasonal volume, or other events outside our control. If your order appears delayed beyond the estimate provided for that purchase, contact support with your order reference so we can investigate.
6. Delivery address
Please ensure your shipping address is complete and accurate at checkout. We may be unable to redirect a package after dispatch. Additional costs caused by incorrect address information may be the customer's responsibility where permitted by applicable law.
7. Duties and import charges
International shipments may be subject to customs duties, taxes, or import fees determined by the destination country. Unless otherwise stated at checkout, such charges may be the recipient's responsibility.
8. Contact
For shipping questions, email support@kervero.com.