Shipping policy

Shipping Policy

Last Updated: September 17, 2026

At Kenvo, we work to prepare and dispatch orders as efficiently as possible while keeping customers informed throughout the delivery process. This Shipping Policy explains our standard processing times, estimated delivery periods, tracking procedures, and circumstances that may affect shipment.

1. Order Preparation

Orders are generally prepared for dispatch within 1–3 business days after payment has been successfully confirmed.

Business days typically do not include weekends or public holidays.

During promotional campaigns, seasonal periods, unusually high order volumes, or unforeseen operational circumstances, preparation may occasionally require additional time.

2. Estimated Delivery Periods

After dispatch, the time required for a package to reach its destination depends on the destination country, carrier, customs procedures, and selected shipping service.

Our general delivery estimates are:

Destination Estimated Delivery
United States 7–15 business days
Canada 8–18 business days
United Kingdom 7–15 business days
European Union 8–18 business days
Australia & New Zealand 8–18 business days
Other International Destinations 10–25 business days

These periods are estimates and should not be interpreted as guaranteed delivery dates.

3. Shipping Fees

Any applicable shipping charges will be presented during checkout before the order is finalized.

The amount may depend on factors such as:

  • Destination;

  • Package dimensions or weight;

  • Shipping service selected;

  • Promotional eligibility;

  • Carrier rates;

  • Other applicable delivery conditions.

If a shipping promotion is available, its requirements will be displayed during the purchasing process.

4. Dispatch Confirmation

Once an order has been handed over to the shipping provider, Kenvo may send a dispatch notification to the contact information supplied with the order.

Where available, this notification may contain:

  • Order reference;

  • Shipment information;

  • Carrier details;

  • Tracking number;

  • Tracking instructions.

Tracking information may take some time to become active after the package enters the carrier's system.

5. Shipment Tracking

When tracking is available, customers can monitor the shipment using the tracking information provided by Kenvo or the relevant carrier.

Tracking events are generated by the carrier and may not update continuously.

A period without a new tracking event does not necessarily mean that a shipment has been lost or stopped.

If tracking remains inactive or unchanged significantly beyond the expected delivery period, customers should contact our support team for assistance.

6. Delivery Estimates and Delays

Estimated delivery times are provided for guidance and may be affected by circumstances beyond Kenvo's direct control.

Possible causes of delay include:

  • Carrier congestion;

  • Customs inspections;

  • Import procedures;

  • Severe weather;

  • Public holidays;

  • Transportation interruptions;

  • Incorrect address information;

  • High seasonal demand;

  • Local delivery conditions;

  • Unexpected logistical events.

Kenvo does not guarantee delivery on a specific date unless a particular delivery commitment has been expressly confirmed.

7. Customs, Duties, and Import Taxes

International shipments may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless expressly stated otherwise during checkout, these charges are generally the responsibility of the recipient.

Customs authorities may also inspect shipments or request additional information before releasing a package.

Kenvo does not determine customs charges or control the procedures of foreign customs authorities.

8. Correct Shipping Information

Customers are responsible for checking that their delivery information is complete and accurate before submitting an order.

This includes the recipient's name, street address, apartment or unit number where applicable, city, region, postal code, country, and any other information required for successful delivery.

If an address error is discovered, please contact Kenvo immediately. We cannot guarantee that changes can be made once an order has entered processing or shipment.

9. Delivery Attempts

The number and type of delivery attempts depend on the carrier and destination.

If delivery cannot be completed, the carrier may leave a notification, redirect the package to a collection point, hold it temporarily, or return it to the sender.

Customers should monitor their tracking information and follow any instructions provided by the carrier.

10. Undeliverable Packages

A package may be returned to Kenvo when delivery cannot be completed because of circumstances such as:

  • Incorrect or incomplete address;

  • Refusal of delivery;

  • Failure to collect a held package;

  • Repeated unsuccessful delivery attempts;

  • Recipient unavailability;

  • Customs-related issues;

  • Destination restrictions.

If a package is returned, customers should contact our support team to discuss the available options.

Additional shipping charges may apply if another delivery attempt is requested due to circumstances attributable to the customer, where permitted by applicable law.

11. Packages Showing as Delivered

If tracking indicates that your package has been delivered but you cannot locate it, we recommend checking:

  • The delivery location specified in your order;

  • Your mailbox or designated package area;

  • With household members;

  • With building reception or property management where applicable;

  • With nearby neighbors;

  • Any delivery notice left by the carrier.

If the shipment remains missing, contact Kenvo so that we can review the available delivery information and, where appropriate, assist with a carrier investigation.

12. Damaged Shipments

If a package arrives with visible damage, please document the condition before disposing of any packaging.

Photos showing the external package, shipping label, internal packaging, and affected product may be useful during the review.

Please contact our customer support team promptly so that the situation can be assessed.

Depending on the circumstances, Kenvo may arrange a replacement, exchange, refund, or another appropriate resolution.

13. Split Deliveries

An order containing multiple products may occasionally be shipped in separate packages.

Items may be dispatched separately because of inventory availability, fulfillment arrangements, warehouse locations, or carrier requirements.

When applicable, customers may receive separate tracking information.

Receiving one part of an order before another does not necessarily indicate that the remaining items have been lost.

14. Shipping Restrictions

Certain products, destinations, or delivery routes may be subject to restrictions imposed by carriers, customs authorities, or applicable laws.

Kenvo may be unable to ship to certain locations or may need to use an alternative delivery method.

If a submitted order cannot reasonably be shipped to the selected destination, we may contact the customer regarding the available options.

15. Lost Shipments

If a shipment appears to have been lost, Kenvo may review the tracking history and, where appropriate, request an investigation from the relevant carrier or fulfillment provider.

Carrier investigations can require additional time.

Once sufficient information is available, we will determine the appropriate next step based on the circumstances, our applicable policies, and any legal requirements.

16. Carrier Delays

Once an order has been transferred to the carrier, certain aspects of the delivery process are outside Kenvo's direct control.

Carrier delays may result from routing changes, local delivery conditions, transportation issues, weather, operational backlogs, or other factors.

Kenvo will make reasonable efforts to assist customers when delivery problems arise.

17. Address Changes After Purchase

Customers should contact Kenvo immediately if they need to change a delivery address.

Address modifications may not be possible after an order has entered fulfillment or been handed to the carrier.

If the original shipment cannot be redirected, the customer may need to follow the applicable return or reshipment procedure.

18. Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible.

If cancellation cannot be completed, the customer may need to receive the shipment and then request a return if the purchase qualifies under the Kenvo Return and Exchange Policy.

Any resulting refund will be handled according to the applicable refund conditions.

19. Customer Cooperation

Customers are expected to reasonably cooperate with delivery requirements.

This may include responding to carrier notifications, providing information requested by customs authorities, paying applicable import charges, and collecting packages within the carrier's designated holding period.

Failure to complete these actions may result in delivery delays or return of the shipment.

20. Remote and Special Delivery Locations

Deliveries to rural areas, remote regions, islands, territories, military addresses, or locations with limited carrier service may require additional time.

Available shipping options can also differ depending on the destination.

If a selected delivery service is unavailable for a particular location, Kenvo may contact the customer regarding alternative arrangements.

21. Delivery to Third Parties

If a customer requests delivery to another person, business, building reception, workplace, or other third-party location, the customer remains responsible for ensuring that the destination can safely receive the shipment.

Once tracking confirms delivery to the supplied destination, any subsequent issue involving internal handling or collection may need to be addressed with the receiving party or carrier.

22. Shipping and Consumer Rights

This Shipping Policy describes Kenvo's standard delivery procedures but does not override mandatory consumer protections.

Where applicable law provides specific rights concerning delayed delivery, non-delivery, incorrect fulfillment, damaged products, or other shipping-related matters, those rights remain applicable.

23. Policy Updates

Kenvo may modify this Shipping Policy when necessary to reflect changes in carriers, fulfillment procedures, shipping methods, business operations, or applicable legal requirements.

The latest version will be published on our website with its corresponding update date.

24. Contact Kenvo

For questions concerning shipping, tracking, delivery delays, damaged packages, address problems, or other delivery matters, please contact the Kenvo customer support team through the contact information available on our website.

When contacting us about a shipment, please provide your order number whenever possible so that we can locate the relevant delivery information.

Kenvo
Shipping Policy — Last Updated September 17, 2026