🚚 Shipping Policy
At Kerviuna™, we want the delivery experience to be as clear and straightforward as the shopping experience itself.
This Shipping Policy explains how orders are processed, where they may be fulfilled from, estimated delivery times, shipping charges, tracking, customs, order changes, and how we handle shipping-related problems.
📦 How We Fulfill Orders
Kerviuna™ offers miniature scene ambient lights and decorative lighting designed for desks, shelves, bedside tables, and other everyday spaces.
Depending on product availability and the destination of your order, products may be fulfilled from our own or partner fulfillment facilities.
This allows us to coordinate inventory across different locations while continuing to offer our collection to customers in multiple regions.
The fulfillment location for an order may vary based on:
- Product availability
- Delivery destination
- Current inventory allocation
- Fulfillment capacity
We do not represent every order as shipping from a local warehouse unless that is actually the case.
⏱️ 1. Order Processing
After your payment has been successfully confirmed, your order enters our processing system.
Standard Processing Time
Orders are typically processed within:
2–4 business days
This period may include:
- Order verification
- Product preparation
- Quality checks
- Packaging
- Shipment handoff preparation
Peak Periods
During holidays, promotional events, New Year periods, or other high-volume seasons, processing may take up to:
5 business days
Processing time is separate from the estimated delivery time shown below.
🏷️ 2. Shipping Fee
Kerviuna™ currently charges a flat standard shipping fee of:
US$5.99 per order
The same standard shipping fee applies regardless of destination unless a different shipping option or charge is clearly displayed during checkout.
Any applicable shipping cost will be shown before the order is completed.
✈️ 3. Estimated Delivery Times
Once your order has been dispatched, estimated delivery times are:
| Destination | Estimated Delivery Time |
|---|---|
| United States | 10–15 business days |
| Canada | 11–16 business days |
| United Kingdom | 11–16 business days |
| Australia | 11–16 business days |
| Other Supported Destinations | 15–20 business days |
These timeframes begin after dispatch and do not include the order processing period.
Delivery estimates are not guaranteed arrival dates.
Actual delivery time may vary because of factors such as:
- Destination
- Carrier network conditions
- Local delivery volume
- Customs clearance
- Severe weather
- Public holidays
- Transportation disruptions
If a significant delivery issue occurs, please contact our Customer Support team so we can review the available tracking information and assist you.
🔍 4. Tracking Your Order
Once an order has been shipped, we will send a shipping confirmation email containing available tracking information.
Please allow approximately:
1–3 business days
for the carrier's tracking system to begin displaying movement after a shipping label has been created.
A short delay in the first tracking scan does not necessarily mean that the shipment has stopped moving.
If your tracking information has not updated for an extended period, please contact:
Include your order number so our support team can review the shipment more efficiently.
🌍 5. Shipping Origin
Kerviuna™ orders may be dispatched from different fulfillment locations depending on inventory availability and the customer's destination.
An order may be fulfilled through:
- Our designated fulfillment facilities
- Partner fulfillment centers
- Approved supply or logistics partners
Because fulfillment locations may vary, customers should not assume that every order originates from China, the United States, or any other single country.
Our goal is to route each available order through an appropriate fulfillment location based on current operational conditions.
🛃 6. Customs, Import Duties & Taxes
For some international destinations, orders may be shipped under Delivered Duty Unpaid (DDU) terms.
Where applicable, this means customs authorities in the destination country may assess:
- Import duties
- Customs charges
- VAT or similar taxes
- Other government-imposed import fees
Such charges are generally determined by local authorities and may be payable by the recipient where required by law.
These charges are separate from the product price and the shipping fee paid to Kerviuna™ unless checkout specifically states otherwise.
Customs procedures may occasionally affect delivery time.
If you are unsure about potential import charges, we recommend checking the applicable requirements in your destination country before ordering.
⏳ 7. Address Changes & Order Cancellations
We begin preparing orders soon after they are placed.
If you need to:
- Correct your shipping address
- Modify eligible order information
- Request an order cancellation
please contact:
within 12 hours of placing your order.
Please include your order number and the requested change.
We will make reasonable efforts to accommodate requests received within this period.
However, once an order has entered fulfillment, been packed, or been handed over for shipment, changes or cancellation may no longer be possible.
If cancellation is no longer available, any applicable return options after delivery will be handled according to our Return & Refund Policy.
📝 8. Incorrect or Incomplete Shipping Information
Customers are responsible for providing complete and accurate shipping information at checkout.
Please review carefully:
- Recipient name
- Street address
- Apartment or unit number
- City
- State / Province / Region
- Postal or ZIP code
- Country
- Contact telephone number where required
If you notice an error shortly after placing your order, contact us as soon as possible at:
If the order has not yet entered fulfillment, we will make reasonable efforts to update the address.
Once an order has already shipped, address changes may be limited by the carrier.
🚧 9. Delayed Shipments
Occasional delays can occur during international or domestic transportation.
If your order appears significantly delayed or tracking has remained unchanged for an extended period, contact our Customer Support team.
Please provide:
- Your full name
- Order number
- Email address used for the order
- Tracking number, if available
We will review the available shipping information and help determine the appropriate next step.
We do not automatically reject a customer inquiry solely because a carrier status shows the package as shipped or delivered.
📦 10. Lost Packages
If tracking information indicates that a package may have been lost in transit, please contact:
We will review the shipment details and, where necessary, work with the applicable fulfillment or shipping provider.
If the package is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund, depending on the circumstances.
Customers will not be required to bear additional costs for an order confirmed lost due to a fulfillment or carrier-related issue.
⚠️ 11. Damaged Packages or Products
If your order arrives damaged, defective, or with an incorrect product, please contact us as soon as reasonably possible after delivery.
Email:
Please provide:
- Order number
- Description of the issue
- Clear photos or videos where relevant
- Photos of the external packaging if shipping damage is visible
If the product arrives damaged, defective, incorrect, or materially different from its description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
Please do not discard damaged products or packaging until our support team has reviewed your request, where reasonably possible.
📫 12. Packages Marked as Delivered
If tracking shows Delivered but you cannot locate the package, we recommend first checking:
- Around the delivery location
- With household members
- With building reception or management
- With nearby safe delivery areas
- With the carrier where appropriate
If the package still cannot be located, contact us at:
Please provide your order number and tracking information.
A carrier's “Delivered” scan does not automatically prevent us from reviewing the circumstances of your claim.
📦 13. Multiple-Package Orders
In some cases, products from the same order may be fulfilled separately.
If this happens:
- Packages may arrive on different days
- Separate tracking numbers may be provided
- You will not be charged additional standard shipping fees solely because the order was split for fulfillment
If part of your order arrives before the rest, please check your shipping confirmation emails for additional tracking information.
💬 14. Need Help With Delivery?
For questions about processing, tracking, delivery delays, lost packages, damaged shipments, or shipping information, contact our Customer Support team.
Email: service@kerviuna.com
Phone: +86 13345818122
Business Hours: 9:00 AM – 10:00 PM
Including your order number will help us locate your purchase more efficiently.
🏢 Company Information
Brand: Kerviuna™
Company Name: Hangzhou Xinsheng Culture Media Co., Ltd.
Unified Social Credit Code: 91330110MAKCQQN89Q
Legal Representative: Hu Leqin
Company Address: Room 4248, 3rd Floor, Area A, No. 230 Tianmushan West Road, Xianlin Subdistrict, Yuhang District, Hangzhou, Zhejiang, China
Company Phone: +86 13345818122
Company Email: service@kerviuna.com
Business Hours: 9:00 AM – 10:00 PM
Kerviuna™ is owned and operated by Hangzhou Xinsheng Culture Media Co., Ltd.
Please note that the company address above is our registered business address and should not automatically be used as a return address. Approved returns must be sent according to the return warehouse address and instructions provided by our Customer Support team.