Shipping policy

1. Scope 

This Shipping and Delivery Policy applies to products purchased from polykye.com and forms part of the PolyKye Terms of Service and Sale. It is operated by Canurta Naturals USA Inc., doing business as PolyKye (“PolyKye,” “we,” “us” or “our”). Returns, refunds and product-condition claims are also subject to the Returns and Refunds Policy. 

Order-specific information shown on the product page, in the cart, at checkout or in an order confirmation - including destination eligibility, shipping method, charge and estimate - forms part of this Policy and controls if it is more specific. 

2. Where we ship 

The online store is directed to customers in the United States. We ship only to destinations presented as eligible at checkout. Availability can vary by product, state, ZIP code, carrier service, address type and applicable law. 

We may decline or cancel an order that cannot lawfully or reliably be delivered to the address provided. Some products or services may not be available to P.O. boxes, APO or FPO addresses, freight forwarders, mail-receiving services, hotels, temporary accommodations or other locations that a carrier cannot verify or serve. If we cancel an unshipped order after capturing payment, we will refund the canceled amount to the original payment method. 

We do not currently offer international shipping through the online store unless checkout expressly presents an international destination as eligible. Customers must not use forwarding services to bypass destination restrictions. 

3. Processing and shipment timing 

Processing time is the period needed to review, prepare and hand an order to the carrier. Transit time begins after the carrier accepts the shipment. Estimates shown at checkout generally use business days and do not include weekends or U.S. federal holidays unless stated otherwise. 

The processing or shipment timeframe displayed when you order is an estimate based on information reasonably available at that time. Orders may require additional review for payment authorization, address verification, fraud prevention, product availability, weather restrictions or legal compliance. Preorder or backorder items may have a separate stated shipment timeframe. 

We aim to ship within the timeframe stated when the order is placed. If no shipment timeframe is stated, we will ship within the period required by applicable law. If we learn that we cannot ship on time, we may provide a revised shipment date and an opportunity to accept the delay or cancel for a prompt refund, or we may cancel and refund the affected order, as required by law. 

4. Shipping methods charges and taxes 

Available shipping methods and charges are displayed at checkout before an order is submitted. Charges can depend on the destination, package weight or dimensions, order value, selected speed, carrier service and any active promotion. A discount on products, including an Access Program discount, does not reduce shipping charges unless the offer expressly says it does. 

Applicable sales tax and other required charges are calculated or disclosed at checkout. A shipping promotion applies only while offered and only to orders that meet its stated conditions. We may correct a technical or pricing error before shipment and will contact you if the correction materially affects the order. 

5. Order confirmation tracking and split shipments 

After an order is accepted, we send an order confirmation to the contact information provided. A shipping confirmation or order-status page may provide tracking when it becomes available. Tracking events are supplied by the carrier and may take time to appear or update. 

An order may arrive in more than one package because of inventory, fulfillment location, product availability or carrier requirements. Separate packages may have different tracking numbers and delivery dates. We do not charge additional shipping solely because we choose to split an order after checkout. 

6. Delivery estimates 

Delivery dates and transit windows are estimates, not guarantees. Carrier capacity, severe weather, natural disasters, public emergencies, holidays, transportation disruptions, labor interruptions, security reviews, address issues and other circumstances outside our reasonable control can delay delivery. 

A faster shipping method shortens the carrier service estimate but does not necessarily shorten order processing. We are not responsible for a carrier delay outside our reasonable control, but we will provide reasonable assistance and any remedy required by applicable law. 

7. Delivery address and order changes 

You are responsible for providing a complete, accurate and deliverable address, including unit or suite information. Review the address and contact details before submitting the order. Address changes made in a customer account do not automatically update an order already placed. 

Contact us promptly if an order contains an address or item error. We cannot guarantee that we can change or cancel an order after it has entered fulfillment. We will not redirect a shipment when doing so would create a fraud, security, carrier or legal concern. 

If a package is returned because of an incorrect or incomplete address, refusal, failed delivery attempts, an unclaimed package or another issue not caused by PolyKye, we may refund eligible returned products minus shipping or return costs, or offer reshipment at the customer's expense, subject to the Returns and Refunds Policy and applicable law. 

8. Delivered packages and risk of loss 

Title transfers after full payment and shipment, subject to applicable law. Risk of loss transfers when the package is delivered to the address provided or to a person, location, parcel locker or pickup point authorized by the customer, except where applicable law requires otherwise. 

If tracking shows delivery but the package cannot be located, check the delivery area, parcel locker, household members or building staff, and allow a short period for a premature carrier scan. Then contact the carrier and PolyKye promptly. We will review available tracking and delivery information and provide any remedy required by law; replacement or refund is not guaranteed when reliable evidence confirms delivery to the authorized location. 

9. Lost delayed or misdelivered packages 

Contact us if tracking has not updated for an unusual period, a delivery estimate has passed, or the carrier reports that a package is lost or misdelivered. We may ask you to confirm the address, check with the carrier, provide information needed for a claim, or wait until the carrier's investigation period has passed. 

If we or the carrier confirm that a shipment was lost before delivery, we will provide an appropriate replacement or refund for the affected products and eligible shipping charges, subject to availability and applicable law. We may refuse duplicate recovery if a bank, payment provider, insurer or carrier has already reimbursed the same loss. 

10. Damaged incorrect or incomplete orders 

Inspect the package and products promptly after delivery. If an item is damaged in transit, defective, incorrect, leaking, opened unexpectedly or missing, contact us as soon as reasonably possible, preferably within 7 days of delivery. Include the order number, a description of the issue, and clear photographs of the product, packaging, shipping label and any visible damage when available. 

Keep the product and packaging until we confirm whether they are needed for review or a carrier claim. Do not use a product that appears contaminated, tampered with or unsafe. Depending on the circumstances and applicable law, we may replace the item, issue a refund, request a return or provide another appropriate resolution under the Returns and Refunds Policy. 

11. Subscriptions 

Each subscription order is shipped to the delivery address associated with the subscription when that order is processed. Update the subscription address before the next processing date. Changes made after processing may not apply to that shipment. Shipping charges, methods, taxes and delivery estimates may change for future orders as permitted by the Subscription and Cancellation Policy and applicable law. 

12. PolyKye Access Program orders 

Orders placed through the PolyKye Access Program follow this Policy unless the Access Program Terms expressly state otherwise. Program approval or a product discount does not guarantee inventory, a particular delivery date, free shipping or service to an otherwise ineligible destination. 

13. Contact us 

For shipping assistance, use the Contact Us link on polykye.com and include the order number and a concise description of the issue. Do not send payment credentials, medical information or Access Program supporting documents through ordinary customer-service channels. 

Canurta Naturals USA Inc. 
Attn: PolyKye Customer Care 
33739 S Meridian Road 
Woodburn, Oregon 97071 
United States 

14. Changes to this Policy 

We may update this Policy to reflect changes in destinations, carriers, fulfillment practices, Services or legal requirements. The version in effect when an order is placed generally applies to that order, except where a change is required by law or is more favorable to the customer.