Shipping policy

Shipping Policy

Here is when an order leaves, how long delivery usually takes, and what to do if the journey does not go to plan.

What to expect before your parcel leaves

KERVYRA orders are currently prepared at an international fulfillment location. Unless checkout or the order confirmation names a local warehouse, expect the parcel to begin its journey internationally. Tracking and customs records may therefore show a dispatch address that differs from our business address.

Count the delivery ranges below from the day the carrier receives the parcel, not from the day you pay. For your order, the most useful updates are the dates shown at checkout, in the order confirmation, and later on the tracking page.

1. When will my order leave?

Our working target is to prepare and hand most paid, in-stock orders to the carrier within 48 hours after payment and any required checks are complete. Processing may take longer on weekends or public holidays, or if an item, address, payment, age, fraud, or destination check needs attention.

Processing time is separate from transit time. If we cannot ship within the time stated for your order, we will contact you with a revised estimate and any choice to accept the delay or cancel that applicable law requires.

Orders containing several items may need extra preparation or may be split into separate parcels. You will not be charged an extra standard shipping fee solely because we split an order.

2. Which shipping services can I choose?

• Standard shipping: free tracked standard postal delivery when shown at checkout.

• Express shipping: DHL, UPS, FedEx, or another available express carrier may be quoted by customer service. Please ask before placing the order; the quoted express charge is paid by the customer.

• Final-mile delivery: the main carrier may transfer the parcel to a local postal or delivery partner.

For your order, rely on the service and price shown at checkout or later confirmed by us in writing. We may choose an equivalent carrier when necessary, provided the service level is not materially reduced.

3. How long does delivery usually take?

Destination	Estimated transit time
United States	10–15 days
Europe	7–15 days
Japan and South Korea	5–12 days
Other destinations	Please contact us before ordering

 

These ranges do not include the processing period. They are not guaranteed arrival dates. Customs checks, peak seasons, weather, service interruptions, remote-area delivery, and local carrier operations can add time.

If you need an order for a particular date, contact us before ordering. Choosing express delivery can reduce transit time, but no carrier service is guaranteed unless we expressly confirm a guaranteed service in writing.

4. Where do we deliver?

Checkout reflects the destinations our carriers can currently reach, together with product restrictions and local legal requirements. If checkout does not accept a destination, please do not use a forwarding address to bypass that restriction.

You are responsible for checking whether the product may lawfully be imported, possessed, and used at the destination. We may hold or cancel an order if we reasonably believe delivery would breach law, carrier rules, sanctions, or safety restrictions. If we cancel before dispatch, we will refund the cancelled amount.

5. What will the parcel look like?

We use plain outer packaging intended not to reveal the intimate nature of the contents. The shipping label must still show information required by the carrier and law, which may include a sender, return routing, customs description, value, or country-of-origin information.

Customs authorities and carriers may inspect a parcel. We cannot promise that a parcel will never be opened during lawful screening, and we will not falsify customs descriptions, values, origin information, or other shipping records.

6. Following your parcel

When the service is trackable, we send a tracking number after dispatch. The first scan may take a few days to appear, and tracking can pause while a parcel moves between countries or carrier networks.

A delivery estimate or a tracking scan is not a promise that the carrier will deliver at a particular hour. Please monitor tracking and follow any carrier instructions about access, collection, signature, or redelivery.

7. Check the delivery details before paying

Check the recipient name, street address, unit number, postal code, telephone number, and email before paying. Contact us immediately if anything is wrong. We can change an address only before the order is committed to fulfillment or dispatch.

Carrier delivery instructions are requests, not guarantees. If an address is incomplete, incorrect, inaccessible, or rejected by the carrier, delivery may be delayed or the parcel may be returned. We will explain any reasonable reshipping or return cost before taking the next step, subject to applicable law.

We may ask for address confirmation where the billing and shipping details differ or where a carrier cannot validate the address.

8. Customs and charges at the border

Unless checkout or the order confirmation clearly says that duties and import charges are included, the recipient is responsible for customs duty, import tax, local sales or consumption tax, brokerage, and carrier handling fees collected at or after import.

These charges are set by public authorities, carriers, or brokers and are not controlled by KERVYRA. We cannot reliably estimate them for every destination. Any tax collected by KERVYRA will be shown at checkout.

If a parcel is refused, abandoned, or returned because import charges were not paid or an import requirement was not completed, we will assess the parcel when it returns. A refund may exclude unrecoverable shipping, return, customs, or handling costs when the law permits it and where those costs were caused by the refusal.

9. When an order arrives in more than one parcel

Items may arrive in more than one parcel and on different days. Each parcel may have its own tracking number. If part of an order has arrived, check all tracking links before reporting an item missing.

If an item cannot be supplied, we will contact you about a replacement, delay, or refund for that item. We will not substitute a materially different product without your agreement.

10. If tracking stops or delivery runs late

A short tracking pause is common in international transit. If tracking has not updated for an unusually long period or the estimated range has passed, contact us with your order number. We will review the scans and, when it fits the situation, open a carrier inquiry.

Carrier investigations can take time. We will not require you to wait indefinitely: once the parcel is confirmed lost, or once applicable law requires a remedy, we will offer the appropriate replacement, refund, or other resolution.

11. If a parcel arrives damaged or incomplete

If the parcel arrives visibly damaged, photograph the outer package and shipping label before opening it if practical. Contact us as soon as possible with the order number, a description, and clear photos or video of the parcel and affected item.

If an item is missing, first check whether the order was split. If tracking says delivered but you cannot find the parcel, check the delivery location, household, building desk, and carrier notice, then contact the carrier and KERVYRA promptly.

Evidence helps us investigate but does not remove your legal rights. Once the issue is verified, we will provide the replacement, refund, or other remedy that is appropriate.

12. Refused, unclaimed, or returned parcels

Please contact us before refusing a parcel. Refusal does not automatically cancel the order and may create return or customs costs. Parcels not collected from a pickup point may also be returned.

When a returned parcel reaches the approved return location, we will inspect its status and contact you. Depending on the reason and local law, we may offer reshipment at the customer’s cost or refund the eligible amount after permitted deductions.

13. Your rights when delivery goes wrong

We remain responsible for delivery and remedies to the extent required by applicable consumer law. A carrier delivery scan will be considered with the other available evidence and is not used to remove a right that the law gives you.

Nothing in this policy limits rights you may have for late delivery, non-delivery, damaged goods, or goods that do not match the order.

14. If you need shipping help

For shipping help, reply to the order confirmation or use the Contact Us page. Send the order number, recipient name, delivery postcode, and a short account of what happened. Do not send payment passwords or one-time security codes.