Shipping policy

Shipping Policy

Last Updated: September 15, 2026

At Pryvo, we work to process and dispatch orders as efficiently as possible. This Shipping Policy explains how orders are prepared, shipped, tracked, and delivered, as well as circumstances that may affect estimated delivery times.

By placing an order with Pryvo, you acknowledge the shipping practices described below, subject to any mandatory rights applicable to your purchase.

1. Order Processing

Orders are generally prepared for shipment within 1–3 business days after payment has been successfully confirmed.

Business days normally exclude weekends and public holidays.

During periods of unusually high order volume, promotional campaigns, holidays, or circumstances outside our control, processing may take longer than the standard timeframe.

If a significant delay affects your order, we may provide an update using the contact information associated with the purchase.

2. Estimated Delivery Times

After an order has been dispatched, estimated delivery times may vary depending on the destination, carrier, shipping method, customs procedures, and other logistical factors.

Typical delivery estimates are:

Destination Estimated Delivery
United States 7–15 business days
Canada 8–18 business days
United Kingdom 7–15 business days
European Union 8–18 business days
Australia & New Zealand 8–18 business days
Other International Destinations 10–25 business days

These timeframes are estimates rather than guaranteed delivery dates.

3. Shipping Charges

Applicable shipping charges are displayed during checkout before the order is completed.

Shipping costs may vary depending on:

  • Delivery destination;

  • Package size or weight;

  • Selected shipping method;

  • Promotional offers;

  • Carrier rates;

  • Other applicable logistical factors.

If free shipping is offered for a particular order, the eligibility requirements will generally be displayed during the purchasing process.

4. Dispatch Confirmation

Once your order has been handed over for shipment, Pryvo may send a dispatch confirmation to the contact information provided during checkout.

The confirmation may include information such as:

  • Order number;

  • Items dispatched;

  • Shipping method;

  • Carrier information;

  • Tracking details, when available.

In some cases, tracking information may take additional time to become active after the carrier receives the package.

5. Order Tracking

Where tracking is available, customers can use the tracking information supplied by Pryvo or the applicable carrier.

Tracking updates are generated by the shipping provider and may not appear immediately after dispatch.

A temporary lack of tracking updates does not necessarily indicate that a package has stopped moving.

If tracking remains unchanged for an extended period beyond the expected delivery timeframe, please contact our customer support team so the shipment can be reviewed.

6. Delivery Estimates

Estimated delivery dates are provided for planning purposes and are not guaranteed.

Delivery may take longer because of factors including:

  • Carrier delays;

  • Severe weather;

  • Customs inspections;

  • Import procedures;

  • Public holidays;

  • Transportation disruptions;

  • Incorrect or incomplete addresses;

  • High seasonal shipping volumes;

  • Local delivery conditions;

  • Events outside Pryvo's reasonable control.

Pryvo cannot guarantee delivery on a specific date unless an express delivery commitment has been expressly confirmed.

7. Customs and Import Charges

International orders may be subject to customs duties, import taxes, brokerage charges, or other fees imposed by the destination country.

Unless expressly stated otherwise at checkout, such charges are generally the responsibility of the recipient.

Customs authorities may also require additional information or documentation before releasing a shipment.

Pryvo does not control customs decisions, inspection procedures, or the amount of any government-imposed import charge.

8. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address during checkout.

This may include:

  • Full name;

  • Street and number;

  • Apartment, unit, or suite information where applicable;

  • City;

  • State or province;

  • Postal code;

  • Country;

  • Contact telephone number where required.

If you notice an error in your shipping information, please contact Pryvo as quickly as possible.

Address changes cannot always be accommodated after an order has entered processing or shipment.

9. Failed Delivery Attempts

Carriers may make one or more delivery attempts depending on the destination and local carrier procedures.

A shipment may be redirected to a pickup location, held temporarily, or returned to the sender if delivery cannot be completed.

Customers should monitor tracking information and follow any instructions provided by the carrier.

10. Undeliverable or Returned Shipments

A package may be returned to the sender because of circumstances such as:

  • Incorrect or incomplete address;

  • Refusal of delivery;

  • Failure to collect a held package;

  • Repeated unsuccessful delivery attempts;

  • Recipient unavailable for an extended period;

  • Customs-related issues;

  • Other destination-specific restrictions.

If an order is returned to Pryvo, please contact our support team so the available options can be reviewed.

Additional shipping charges may apply if a new shipment is requested because the original delivery failed for reasons attributable to the customer, subject to applicable law.

11. Packages Marked as Delivered

If tracking indicates that a package has been delivered but you cannot locate it, please first check:

  • The delivery address provided at checkout;

  • Around the property or designated delivery area;

  • With household members or building staff;

  • With neighbors where appropriate;

  • Any delivery instructions or carrier notices.

If the package remains missing, contact Pryvo so we can review the available delivery information and, where appropriate, work with the carrier to investigate the shipment.

12. Damaged Packages

If your package arrives visibly damaged, please document the condition of the package and product as soon as reasonably possible.

Photographs of the shipping box, packaging materials, shipping label, and damaged item may assist with the investigation.

Please contact our customer support team before disposing of damaged merchandise or packaging unless otherwise instructed.

Depending on the circumstances, Pryvo may offer a replacement, exchange, refund, or another appropriate solution.

13. Multiple Shipments

Some orders may be fulfilled through more than one shipment.

If an order contains multiple products, the items may arrive separately depending on inventory, fulfillment arrangements, warehouse locations, or carrier requirements.

Separate tracking information may be provided when available.

Receiving one package before another does not necessarily mean that the remaining items are missing.

14. Shipping Restrictions

Certain products or destinations may be subject to shipping restrictions.

Restrictions may arise from:

  • Local laws;

  • Carrier requirements;

  • Customs regulations;

  • Product-specific transportation rules;

  • Geographic limitations;

  • Temporary logistical conditions.

If Pryvo determines that an order cannot legally or reasonably be shipped to the selected destination, we may contact the customer regarding the available options.

15. Lost or Significantly Delayed Shipments

If an order appears to be lost or remains substantially delayed beyond the expected delivery period, Pryvo may investigate the shipment with the relevant carrier or fulfillment partner.

The investigation may require additional time depending on the carrier's procedures.

Once sufficient information is available, Pryvo will determine the appropriate next step based on the circumstances and applicable policies or legal requirements.

16. Carrier Responsibility

Once a package has been transferred to the shipping carrier, some aspects of the delivery process are outside Pryvo's direct control.

Carrier operations may affect delivery schedules, tracking updates, routing, and delivery attempts.

Pryvo will nevertheless make reasonable efforts to assist customers when a shipment encounters a problem.

17. Changes to Orders During Shipment

Once an order has been dispatched, Pryvo may be unable to modify the shipping address, product selection, or delivery method.

Customers should contact us as soon as possible if a change is necessary.

If a modification cannot be made, the customer may need to wait for delivery and then follow the applicable return or exchange procedure where eligible.

18. Cancellation During Shipping

An order that has already entered fulfillment or shipment may not be cancellable.

If cancellation is no longer possible, the customer may need to receive the shipment and then request a return according to the applicable Return and Exchange Policy.

Any refund will be handled according to the circumstances and Pryvo's applicable refund procedures.

19. Customer Cooperation

Customers are expected to reasonably cooperate with delivery requirements, including responding to carrier notices, completing necessary customs procedures where applicable, and collecting packages within the relevant holding period.

Failure to cooperate may result in delays, additional costs, or return of the shipment.

20. Delivery to Remote or Special Locations

Deliveries to remote areas, military addresses, islands, territories, rural regions, or locations with limited carrier service may require additional time.

Available shipping methods and delivery estimates may vary by destination.

Where a particular destination cannot be served through the selected shipping method, Pryvo may contact the customer regarding an alternative arrangement.

21. Shipping Policy and Consumer Rights

This Shipping Policy is intended to describe Pryvo's standard shipping procedures.

It does not limit consumer rights that cannot legally be excluded, including rights relating to non-delivery, defective products, incorrect fulfillment, or other protections provided by applicable law.

22. Policy Updates

Pryvo may modify this Shipping Policy when necessary to reflect changes in carriers, delivery methods, business procedures, or legal requirements.

The latest version will be published on this page with its corresponding update date.

23. Contact Pryvo

If you have questions about an order, tracking information, delivery delay, damaged shipment, address issue, or another shipping matter, please contact the Pryvo customer support team using the contact information available on our website.

When contacting us about a shipment, including your order number can help us locate the relevant order more efficiently.

Pryvo
Shipping Policy — Last Updated September 15, 2026