Shipping policy

Shipping Policy

Last updated: [DATE]

[Kraken] ("we," "us," "our") ships worldwide. This policy explains how we process, ship, and deliver orders. It forms part of our [Terms of Service] and should be read alongside our [Refund & Returns Policy].

1. Order Processing

  • Orders are processed within [X–Y business days] after payment is confirmed. Orders are not processed or shipped on weekends or public holidays.
  • You will receive a confirmation email once your order is placed and a separate notification with tracking information once it ships.
  • Processing may take longer during sales, promotions, or peak periods. We will notify you of significant delays where possible.

2. Shipping Times and Estimates

  • We ship to over [20] countries. Estimated delivery times vary by destination and shipping method selected at checkout.
  • All delivery timeframes are estimates only and are not guaranteed. They begin from the date of dispatch, not the date of order.

3. Delivery Delays

Once an order leaves our facility, it is in the hands of the shipping carrier. We are not responsible for delays caused by the shipping provider, customs, weather, strikes, or other events outside our reasonable control. A delay in delivery is a matter between the carrier and the recipient and is not grounds for a refund or cancellation, provided the item is ultimately delivered.

If your tracking shows no movement for an unusually long time, contact us at [EMAIL] and we will help you open an inquiry with the carrier — but the resolution of carrier delays rests with the carrier.

Note: A delayed item that still arrives is different from an item that never arrives. Lost or non-delivered parcels are handled under Section 6 and our Refund & Returns Policy.

4. Shipping Costs

  • Shipping costs are calculated at checkout based on destination, weight, and method, and are shown before you complete your purchase.
  • Shipping charges are non-refundable except where required by law or where an item is returned due to our error or a confirmed defect.

5. Customs, Duties, and Import Taxes

For international orders, the recipient is responsible for any customs duties, import taxes, and brokerage fees charged by the destination country. These are not included in the product or shipping price and are non-refundable. We have no control over these charges and cannot predict their amount. Refusal to pay them, resulting in a returned or destroyed parcel, is not eligible for a refund.

6. Lost, Stolen, or Non-Delivered Parcels

  • You are responsible for providing a complete and accurate shipping address. We are not liable for non-delivery resulting from an incorrect, incomplete, or undeliverable address, or for parcels marked delivered but reported missing after delivery.
  • For parcels that appear genuinely lost in transit, contact us at [EMAIL] within [X days] of the latest estimated delivery date. We will investigate with the carrier and, where a loss is confirmed and your statutory rights require it, arrange a replacement or refund in line with our Refund & Returns Policy.
  • Where signature on delivery is available and selected, a signed delivery is treated as received.

7. Incorrect Address / Failed Delivery

If a parcel is returned to us because of an incorrect address, refused delivery, or failure to collect, we may, at our discretion, reship it at your cost or refund the item amount minus shipping and any non-recoverable fees.

8. Tracking

A tracking number is provided for most shipments once dispatched. Please allow [24–48 hours] for tracking information to update. If tracking is unavailable for your selected method, this will be indicated at checkout.

9. Your Statutory Rights

Nothing in this policy removes or limits any non-waivable rights you have under the consumer-protection laws of your country (including, where applicable, the EU/EEA, United Kingdom, Australia, and other jurisdictions). Where any term conflicts with such a right, that right prevails.