Effective date: 15 September 2026
KINERVA LABS works with third-party fulfilment and delivery partners so orders can be sent directly to customers. The estimates below are designed to set realistic expectations and may be updated as our fulfilment network changes.
1. Order processing
Most orders are prepared for dispatch within 1–3 business days after successful payment. Orders placed on weekends or public holidays may begin processing on the next business day. High-volume launches, holidays, address verification or stock transfers can occasionally add processing time.
2. Estimated delivery times
Delivery times vary by destination, carrier and fulfilment route. Where a delivery estimate is available, it will be shown during checkout, in the order confirmation or with tracking information after dispatch. All delivery windows are estimates rather than guaranteed arrival dates.
If you need an order by a specific date, contact info@kinervalabs.com before ordering so we can confirm the currently available delivery information for your destination.
3. Tracking
Where tracking is supported, the tracking number is normally provided after the fulfilment partner dispatches the parcel. Tracking data may take 24–72 hours to begin showing movement after a label is created.
4. Multiple parcels
An order containing multiple items or variants may occasionally ship in separate parcels. If that happens, you may receive more than one tracking number and the parcels may arrive on different days.
5. Address accuracy
Please check your name, street address, apartment/unit number, postcode and phone/email details carefully before placing the order. If you notice an error, contact info@kinervalabs.com immediately. We cannot guarantee an address change after fulfilment has started.
6. Delays
Customs processing, carrier congestion, severe weather, remote destinations, peak shopping periods, security checks and other events outside our reasonable control may delay a parcel. If tracking has not updated for an unusual period or the estimated delivery window has passed by more than 5 business days, contact us and we will investigate with the delivery partner.
7. Lost packages
If a carrier confirms that a parcel is lost, or if a tracked parcel does not arrive after a reasonable investigation period, we will assess the case and provide the remedy required by applicable law, which may include replacement or refund.
8. Delivered but not received
If tracking shows “delivered” but you cannot locate the parcel, check safe places, household members, neighbours and any building reception area first. Then contact the carrier and email us at info@kinervalabs.com so we can assist with the investigation.
9. Customs, duties and import charges
Where duties, taxes or import charges are collected at checkout, this will be shown during purchase. If they are not collected, the recipient may be responsible for local import charges imposed by the destination country. We do not control charges assessed directly by customs authorities.
10. Shipping availability
Available countries and delivery methods are determined by the checkout and our current fulfilment network. We may be unable to ship to certain restricted regions, PO boxes or remote areas depending on the carrier and product.
11. Support
For delivery questions, email info@kinervalabs.com and include your order number.