Shipping Policy

Thank you for shopping with us! We are committed to providing a smooth and transparent shipping experience. Please read our policy carefully to understand how and when your order will be processed and delivered.

Order Processing Time

• All orders are processed within 1–2 business days. Most weekday orders are processed within 24 hours.
• Orders are not processed or shipped on weekends or public holidays.
• During periods of high order volume, processing may take slightly longer. We will notify you if your order is affected.

Delivery Time

• After your order has been dispatched, standard delivery takes approximately 8–14 business days, depending on your location.
• Delivery times may vary due to your location, customs procedures, postal service conditions, or other circumstances beyond our control.

Shipping Rates

• Shipping charges are calculated based on your location and order details, and will be displayed at checkout before payment.

Order Tracking

• All orders include tracking information. Once your order has been packed and handed off to our fulfillment partners, you will receive a shipping confirmation email with your tracking number.
• You can use your tracking number at any time to check the status of your shipment.

International Shipping

• We ship worldwide.
• In certain countries (e.g. Canada and Brazil), customs taxes or import duties may apply. These charges are the sole responsibility of the buyer and are not included in your order total.
• International delivery times may vary depending on the destination country and any applicable customs procedures.

Failed Deliveries & Missed Packages

• If you are not home at the time of delivery, your package may be redirected to a local pickup point and held for up to 7 days before being returned to one of our international warehouses.
• In cases of failed delivery due to an incorrect shipping address or recipient unavailability, we reserve the right to charge a redelivery fee equivalent to $5 or the original shipping cost, whichever is higher.
• If the package cannot be retrieved and additional product charges are incurred, these may also be passed on to the buyer.
• Please ensure your shipping address is accurate and complete at the time of purchase to avoid these situations.

Lost, Stolen, or Misdelivered Packages

Once a package has been handed off to the carrier and tracking confirms delivery, Fernova is no longer responsible for lost, stolen, or misdelivered packages. This includes packages marked as "delivered" by the carrier but reported missing, packages delivered to the address on file but taken from the property, and packages delivered by the carrier to an incorrect address despite a correct address being provided at checkout.

If your tracking shows delivered but you have not received your package, we recommend:

• Checking with household members, neighbors, and building management.
• Looking around the delivery location (porch, side door, mailroom, parcel locker).
• Waiting 24–48 hours, as carriers occasionally mark packages delivered before actual drop-off.
• Contacting the carrier directly with your tracking number to file a claim.

If the issue cannot be resolved with the carrier, please contact us at info@tryfernova.com and we will do our best to investigate, though replacements or refunds for carrier-confirmed deliveries are issued at our sole discretion.

Contact Us

• If you have any questions or concerns about your order, shipping status, or delivery, our customer support team is happy to help.
• You can reach us at info@tryfernova.com.

We appreciate your patience and understanding. Shipping timelines are estimates and may be subject to delays outside of our control. Thank you for your support.