Shipping Policy

Order Processing and Dispatch Time

Orders are generally processed, prepared, and dispatched within 2–3 business days after order confirmation and successful payment.

Orders placed on weekends, public holidays, or outside normal business hours will begin processing on the next business day.

The order processing and dispatch period is separate from the estimated delivery time. For example, an order may require:

• 2–3 business days for processing, preparation, and dispatch; plus

• The estimated transit time for the selected shipping method.

Processing may take longer during high-volume periods, promotional campaigns, public holidays, product launches, inventory checks, or circumstances beyond our reasonable control.

If additional information, payment verification, address confirmation, or identity verification is required, the processing period may begin after the requested information has been received and verified.

Shipping Fees

Shipping fees are calculated during checkout and displayed before payment is completed.

Shipping charges may vary depending on:

• The delivery destination;

• The selected shipping method;

• Package weight and dimensions;

• The number of items ordered;

• Carrier rates; and

• Any available shipping promotions.

Shipping charges do not include customs duties, import taxes, brokerage fees, clearance fees, or other charges imposed by the destination country unless expressly stated during checkout.

Estimated Delivery Times

Estimated delivery times begin after the order has been processed and handed over to the shipping carrier.

Typical estimated transit times are:

• Standard Shipping: 3–10 business days;

• Express Shipping: 3–5 business days.

Accordingly, the total estimated time from order confirmation to delivery consists of:

2–3 business days of processing and dispatch time, plus the applicable shipping transit time.

For example, an order sent using Standard Shipping may generally take approximately 5–13 business days in total, excluding customs delays, weekends, public holidays, remote-area delivery delays, and other circumstances beyond our control.

Delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on the destination, carrier operations, customs procedures, weather conditions, public holidays, local delivery services, and other external factors.

Shipping Confirmation and Tracking

Once your order has been dispatched, a shipping confirmation email containing the available tracking information will be sent to the email address provided during checkout.

Tracking information may take up to 24–72 hours to become active after the carrier receives the shipment.

Tracking updates are provided by the shipping carrier. We are not responsible for delays, incomplete scans, or inaccurate tracking information caused by the carrier’s tracking system.

Delivery Address and Contact Information

Customers are responsible for providing a complete and accurate:

• Full name;

• Delivery address;

• Apartment, unit, or building number;

• Postal or ZIP code;

• Telephone number;

• Email address; and

• Any other information required for delivery or customs clearance.

Incorrect, incomplete, or outdated information may result in processing delays, delivery failure, return shipping, storage charges, customs issues, or destruction of the shipment.

Please contact us at help@kodgemstraight.com as soon as possible if you notice an error in your delivery information.

We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched. Once the shipment has been handed over to the carrier, address changes may be unavailable or may result in additional carrier charges.

Any additional costs resulting from incorrect or incomplete information supplied by the customer may be charged to the customer or deducted from any approved refund, to the extent permitted by applicable law.

International Shipping

We offer international shipping to selected countries and regions.

The availability of shipping services may depend on the destination, carrier restrictions, customs regulations, product restrictions, and operational considerations.

We reserve the right to decline or cancel an order if:

• We cannot legally or operationally ship the product to the destination;

• The destination is not serviced by our carriers;

• The product is restricted or prohibited in the destination country;

• Required customs or delivery information is unavailable; or

• The shipment presents an unusual compliance, fraud, or delivery risk.

If we cancel an order before dispatch, the amount paid for the cancelled items and any applicable shipping charges will be refunded, subject to the original payment provider’s processing time.

Customs Duties, Taxes, and Import Charges

International shipments may be subject to:

• Customs duties;

• Import taxes;

• Value-added tax;

• Brokerage fees;

• Customs clearance fees;

• Storage charges;

• Administrative charges; and

• Other local fees imposed by authorities, carriers, or third-party service providers.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.

Kodgem Straight does not control these charges and cannot reliably estimate the amount that may be imposed.

Customers are responsible for confirming that the ordered products may be lawfully imported into the destination country and for complying with all applicable customs, import, and delivery requirements.

Customs authorities or shipping carriers may request identification, tax information, proof of payment, product information, authorization documents, or additional personal details. The customer is responsible for providing the requested information within the required period.

Customs Delays

Customs clearance procedures may delay delivery beyond the estimated transit time.

Delays caused by customs inspections, local authorities, missing customer documentation, unpaid import charges, carrier operations, or other circumstances outside our reasonable control are not considered processing delays.

We are not responsible for customs clearance times or for delivery delays caused by the customer’s failure to respond to a customs authority or shipping carrier.

Refused, Unclaimed, and Undeliverable Shipments

A shipment may be treated as undeliverable if:

• The customer refuses delivery;

• The customer does not collect the shipment;

• The delivery address is incorrect or incomplete;

• The recipient cannot be contacted;

• The customer fails to respond to the carrier;

• The customer fails to complete the required customs procedures;

• The customer does not provide requested documentation;

• The customer does not pay applicable duties, taxes, or clearance charges; or

• Delivery cannot be completed for another reason attributable to the customer.

Undeliverable shipments may be returned to us, held by the carrier, placed in customs storage, treated as abandoned, confiscated, or destroyed.

A refused, unclaimed, or undeliverable shipment is not automatically treated as an authorized return.

If the shipment is returned to us, it will be inspected before any refund is considered. Any approved refund may be reduced by:

• Original shipping charges;

• Return shipping charges;

• A USD 40 reverse logistics fee;

• Customs duties and taxes;

• Brokerage or clearance fees;

• Storage and handling charges;

• Carrier penalties;

• Reshipment costs; and

• Any other non-recoverable expense associated with the shipment.

Original shipping charges are non-refundable unless otherwise required by applicable law or the delivery failure resulted from an error attributable to us.

Abandoned, Confiscated, or Destroyed Shipments

If a shipment is abandoned, confiscated, disposed of, or destroyed by a carrier, customs authority, or other competent authority because the customer:

• Refused or failed to accept delivery;

• Failed to collect the shipment;

• Failed to pay customs duties, taxes, or other charges;

• Failed to provide the required information or documentation;

• Failed to complete customs clearance procedures; or

• Otherwise prevented the shipment from being delivered,

Kodgem Straight will not be required to provide a refund, replacement, reshipment, or other compensation, to the extent permitted by applicable law.

The customer may also be responsible for any customs penalties, storage charges, disposal charges, destruction fees, carrier fees, or other costs arising from the abandoned or destroyed shipment.

This provision does not apply where the shipment was primarily confiscated, rejected, or destroyed because of an error attributable to Kodgem Straight, such as materially incorrect shipping documentation, shipment of an incorrect item, or failure to comply with applicable export requirements.

Goodwill Discounts

In certain cases involving a refused, unclaimed, abandoned, or destroyed shipment, Kodgem Straight may offer a discount toward a future order as a discretionary gesture of goodwill.

Any such discount:

• Is not guaranteed;

• Is determined on a case-by-case basis;

• Has no cash value;

• Cannot be exchanged for a refund;

• May have an expiry date;

• May require a minimum purchase amount;

• May exclude shipping, duties, and taxes; and

• Does not constitute an admission of liability.

Any future order will be treated as a separate transaction and will remain subject to the shipping fees, customs charges, and terms applicable at the time of purchase.

Reshipping Returned Orders

If an undeliverable shipment is returned to us and the customer requests reshipment, the customer may be required to pay:

• A new shipping fee;

• The USD 40 reverse logistics fee;

• Return transportation costs;

• Customs, brokerage, storage, or carrier charges; and

• Any other costs associated with reshipping.

Reshipment will only be considered after the returned package has been received and inspected.

We do not guarantee that a returned item will remain available for reshipment.

Lost or Missing Shipments

If tracking indicates that a shipment is delayed or missing, please contact us at help@kodgemstraight.com.

We may ask the carrier to investigate the shipment. Carrier investigations may require the customer to provide documents, confirm non-receipt, contact a local delivery office, or complete a declaration.

A shipment is not considered lost solely because tracking information has not recently changed.

Refunds or replacements for lost shipments will be considered after the carrier has completed its investigation or otherwise confirmed the shipment’s status.

Packages Marked as Delivered

If tracking shows that an order was delivered but you cannot locate it, please:

• Check the delivery address provided with the order;

• Check entrances, reception areas, mailrooms, and safe delivery locations;

• Ask household members, neighbours, building staff, or reception personnel;

• Contact the local shipping carrier; and

• Notify us promptly at help@kodgemstraight.com.

We may request written confirmation, identity verification, photographs, security footage, delivery details, or other reasonable evidence to assist with the investigation.

A tracking status of “delivered” does not automatically guarantee that a refund or replacement will be approved. Each case will be reviewed based on the carrier’s records, the available evidence, and applicable law.

Damaged Packages

Please inspect the package when it is delivered.

If the package or product arrives damaged, contact us promptly at help@kodgemstraight.com and retain:

• The product;

• The original product packaging;

• The external shipping box or envelope;

• The shipping label;

• Any protective packaging; and

• All accessories and components.

We may request photographs, videos, carrier reports, or other supporting evidence before approving a refund, replacement, or claim.

Do not discard the damaged package or product until we confirm that it is no longer required for inspection or investigation.

Events Beyond Our Control

We are not responsible for shipping delays or delivery failures caused by events beyond our reasonable control, including:

• Customs inspections;

• Carrier disruptions;

• Severe weather;

• Natural disasters;

• Strikes;

• Public holidays;

• Government restrictions;

• Border closures;

• Civil unrest;

• Transportation interruptions;

• Incorrect customer information;

• Import restrictions; or

• Failures by local delivery services.

Where possible, we will assist the customer in obtaining information from the carrier, but we cannot guarantee a particular delivery date or outcome.

Policy Relationship

Returns, refunds, exchanges, and reverse logistics charges are also governed by our Return and Refund Policy.

If a shipment is refused, unclaimed, returned, abandoned, confiscated, or destroyed, the provisions of this Shipping Policy and our Return and Refund Policy will apply together.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

Support and Questions

For questions about shipping, tracking, customs, delivery, or an existing order, contact us at:

help@kodgemstraight.com