Shipping policy

Shipping Policy

Last Updated: December 2025

1. Overview

At KENATIV™, we're committed to delivering your premium pillows, blankets, and home essentials safely and promptly. This Shipping Policy outlines our shipping practices, delivery times, costs, and what to expect when you place an order.

2. Order Processing

2.1 Processing Time

All orders are processed within 1-3 business days of purchase (Monday-Friday, excluding holidays). This includes quality checks and careful packaging.

Once your order ships, you will receive a shipping confirmation email with a tracking number.

2.2 Payment & Order Confirmation

  • Payment must be processed and approved before your order ships
  • You'll receive an order confirmation email immediately after purchase
  • A shipping confirmation email will be sent when your package leaves our warehouse

3. Shipping Methods & Delivery Times

We offer the following shipping options at checkout:

Delivery times are estimates from the date of shipment and do not include processing time or weekends/holidays.

3.1 International Shipping

We currently ship to [list countries or regions]. International orders may take 10-21 business days depending on destination.

International Shipping Costs:

  • [Add your international shipping rates]
  • Customers are responsible for any customs duties, tariffs, or import taxes

3.2 AK & HI Shipping

Orders to Alaska and Hawaii require additional shipping time (7-14 business days) and fees. Expedited options are not available to these locations.

4. Shipping Addresses

4.1 Acceptable Addresses

We ship to valid U.S. residential and business addresses. We cannot ship to:

  • P.O. boxes (unless using USPS)
  • APO/FPO military addresses (available upon request)
  • International addresses (see Section 3.2)

4.2 Address Verification

Please ensure your shipping address is accurate and complete at checkout. We are not responsible for packages delivered to incorrect addresses provided by the customer.

5. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Shipping method selected
  • Destination address
  • Package weight and dimensions
  • Any applicable promotions or free shipping offers

All shipping costs are non-refundable, even if you return your order.

6. Tracking Your Order

6.1 Tracking Number

Your shipping confirmation email will include a tracking number. Use this to monitor your package in real-time on the carrier's website:

6.2 Delivery Confirmation

Carriers provide delivery confirmation. Most packages require a signature; some may be left in a safe place if specified.

7. Delivery Issues

7.1 Late or Missing Packages

If your package doesn't arrive within the estimated delivery window:

  1. Check the tracking number - Verify the delivery status online
  2. Wait 2 business days - Delays sometimes occur with carriers
  3. Contact us - Email [your-email@kenativ.com] with:
    • Order number
    • Tracking number
    • Delivery address

We will investigate with the carrier and work to resolve the issue. If the package is confirmed lost, we will either reship your order or issue a refund.

7.2 Packages Marked as Delivered

If your package is marked as delivered but you haven't received it:

  1. Check with neighbors or household members
  2. Look around your delivery area (porch, side door, mailbox, etc.)
  3. Contact your carrier to investigate
  4. If still unresolved, contact us within 7 days of the delivery date

We will file a claim with the carrier on your behalf.

7.3 Weather & Force Majeure

KENATIV™ is not responsible for shipping delays caused by:

  • Severe weather
  • Natural disasters
  • Carrier strikes or service disruptions
  • Government action
  • Other unforeseen circumstances

We will communicate any delays transparently.

8. Damaged or Defective Products

8.1 Reporting Damage

If your package arrives damaged:

  1. Take photos - Document the damage and packaging
  2. Do not discard packaging - Keep the original box and materials
  3. Contact us within 7 days - Email [your-email@kenativ.com] with:
    • Order number
    • Photos of damaged items and packaging
    • Description of damage

8.2 Resolution

Once we verify the damage, we will:

  • Reship the item at no cost, OR
  • Issue a full refund, OR
  • Provide a replacement

You may be asked to return the damaged item for inspection. Return shipping will be covered by KENATIV™.

9. Returns & Return Shipping

9.1 Return Eligibility

We accept returns within 30 days of d