Last updated: October 25, 2026
This policy explains how and when your order ships. It forms part of our Terms of Service and works together with the Refund & Return Policy.
1. Order processing
Orders are packed and handed to the carrier within 1 business day of payment clearing. Business days are Monday to Friday, excluding US public holidays. Orders placed at weekends or on a holiday are processed the next business day.
2. Delivery estimates
- US standard — 5 to 10 business days after dispatch.
- US expedited — 2 to 4 business days after dispatch.
- International standard — 10 to 20 business days after dispatch.
These are estimates based on typical carrier performance, not guarantees. Weather, customs clearance, carrier backlogs and remote delivery areas can add time. Delivery estimates do not include the processing day above.
ASSUMPTION: standard/expedited windows and the $49 free-shipping threshold. Update to match the rates you actually configure in WooCommerce.
3. Shipping cost and free shipping
Shipping is calculated at checkout from the weight, dimensions and destination of your order. Orders of $49 or more shipping to a US address qualify for free standard shipping.
4. Where we ship
We ship to the United States including Alaska and Hawaii, and to most international destinations. A small number of destinations may be unavailable because of carrier restrictions or the nature of the goods. If we cannot ship to your address we will cancel the order and refund you in full.
We do not ship to PO boxes for oversized items.
5. Tracking
Every order ships with tracking. You receive the tracking number by email as soon as the label is created. Tracking can take up to 24 hours to show movement after the carrier scans the parcel.
6. Split shipments
If your order contains items stored in different warehouses, it may arrive in more than one parcel. You will receive a tracking number for each parcel and you will not be charged extra shipping.
7. Customs duties and import taxes
International orders may be subject to import duties, taxes and carrier handling fees set by the destination country. These charges are not included in our prices or shipping rates and are the responsibility of the recipient. Please check your local rules before ordering. We complete customs documentation with the true value of the goods and cannot mark parcels as gifts or under-declare them.
8. Address accuracy and undeliverable parcels
Please check your shipping address before submitting the order. If a parcel is returned to us because the address was wrong, incomplete or nobody was available to receive it, we will refund the item cost minus the original shipping charge, or re-ship it at your cost. We cannot change the delivery address after dispatch.
9. Lost or missing parcels
If tracking shows the parcel was delivered but you have not received it, please check with neighbours and around your property, then contact the carrier and us within 7 days of the delivery scan. We will open a carrier investigation. Where the carrier confirms the parcel is lost, we will send a replacement or a full refund at your choice.
10. Damaged in transit
If a parcel arrives visibly damaged, photograph the outer packaging before opening it and photograph the contents, then contact us within 7 days. Keep all packaging — the carrier will usually need to inspect it.
11. Delivery delays
Delivery estimates are not guaranteed and late delivery on its own does not entitle you to a refund. If a parcel is significantly overdue, contact us and we will chase the carrier; if it is confirmed lost we will replace or refund it.
12. Contact
Shipping questions, including a delivery problem: support@kerorong.com — please include your order number.