Shipping Policy
A KOVA order should arrive quietly, on time, and beautifully intact. This policy explains how we get your refill sleeve from our fulfilment center to your door: dispatch times, carriers, costs, tracking, and what to do if something goes wrong in transit.
The short version: shipping is always free, we dispatch within 1–2 business days, most U.S. orders arrive in 5–10 business days via USPS, and everything is tracked.
Order processing & dispatch
1.1 Processing days
We process orders Monday–Friday, excluding U.S. federal holidays. Orders placed at the weekend or on a public holiday are processed on the next business day.
Orders placed before 2:00 PM ET on a business day are processed and handed to the carrier the same day. Orders placed after 2:00 PM ET, or on a weekend or holiday, are dispatched the next business day.
Subscription renewals are processed on your billing date and dispatched the same day, or the next business day if payment is confirmed after the cutoff.
1.2 Dispatch confirmation
As soon as your order is picked up by the carrier, we send a dispatch confirmation email containing your order summary, carrier name, tracking number, a live tracking link, and your estimated delivery window. If you have not received a dispatch confirmation within 3 business days of ordering, check your spam folder first — then contact hello@takekova.com.
1.3 First subscription order
Your first order includes the Welcome Ritual — the reusable tinplate Vessel and your first 30-sachet Sleeve, in a premium two-layer box. Because the Welcome Ritual is assembled, first orders may take up to 2 extra business days to dispatch. We confirm your dispatch date in your order confirmation email.
Carriers & delivery windows
We ship with USPS, with the service selected by destination and package size for reliable, tracked delivery. All delivery times are estimates under normal operating conditions.
2.1 Alaska, Hawaii & U.S. territories
We ship to Alaska, Hawaii, and U.S. territories via USPS. Delivery typically takes 7–14 business days, and tracking is provided for every order.
2.2 PO Boxes & APO/FPO
We can deliver to PO Boxes and APO/FPO/DPO addresses via USPS. Please enter the address exactly as USPS formats it at checkout.
Shipping costs
Shipping is free on every KOVA order — one-time purchases and every subscription plan alike. You will never see a shipping line at checkout. Free shipping is a permanent feature of shopping with KOVA, not a promotional offer subject to withdrawal.
| Destination | Carrier | Delivery time | Cost |
|---|---|---|---|
| Contiguous United States | USPS | 5–10 business days | Free |
| Alaska & Hawaii | USPS | 7–14 business days | Free |
| U.S. territories | USPS | 7–14 business days | Free |
| PO Boxes & APO/FPO/DPO | USPS | 7–14 business days | Free |
Prices at checkout are in U.S. dollars. Any applicable sales tax is calculated at checkout based on your shipping address. We currently ship within the United States only.
From your order to your door
Here is exactly what happens between the moment you click confirm and the moment your refill sleeve arrives.
Tracking your order
Every KOVA order is tracked end-to-end. You can follow your parcel from the moment it leaves our fulfilment center to the moment it is delivered.
5.1 Tracking not updating
Tracking is typically active within a few hours of dispatch. It is normal for tracking to show little movement for 24–48 hours while a parcel transits between hubs. If tracking shows no movement for more than 72 hours after dispatch, contact hello@takekova.com with your order number — we will investigate with the carrier within 1 business day.
Delivery address & failed deliveries
6.1 Providing your address
Please ensure your delivery address is complete and correct: full street address, apartment or unit number, city, state, and ZIP code. An incorrect address is the most common cause of delivery delays. We are not liable for delays or non-delivery resulting from an address error you provided.
6.2 Changing your address
Subscription customers can update their delivery address at any time at takekova.com/account. Changes made before your next dispatch window (typically 24 hours before scheduled dispatch) apply to your next order. For a parcel already in transit that needs redirecting, contact hello@takekova.com immediately — we will attempt a carrier redirect, though this is not guaranteed.
6.3 Failed or returned delivery
If a delivery cannot be completed, the carrier will follow its standard process — leaving the parcel in a safe location, attempting redelivery, or holding it at a local facility or post office for pickup. If a parcel is returned to us as undeliverable, we will contact you within 3 business days and offer redelivery or a full refund. We reserve the right to charge a redelivery fee if the original failure was caused by an incorrect address you provided.
6.4 Safe place & delivery instructions
You can set delivery instructions or a safe place directly with the carrier (for example, via USPS Informed Delivery). Once a parcel is left in a safe place per your instruction, delivery is considered complete and our liability for subsequent loss is limited.
Damaged or lost in transit
7.1 Damaged in transit
If your order arrives physically damaged:
- Photograph the outer packaging before opening it further
- Photograph the damaged contents
- If any sachet seal appears compromised, do not consume the product
- Contact hello@takekova.com within 48 hours of delivery with your order number and photographs
We will arrange a replacement within 3 business days. We file the carrier claim on your behalf — you do not need to contact USPS directly.
7.2 Lost in transit
An order is considered lost in transit if there is no delivery and no tracking update within 15 business days of dispatch (contiguous U.S.), or 21 business days for Alaska, Hawaii, and U.S. territories. If your order meets this criteria, contact hello@takekova.com with your order number. We will open a trace investigation with the carrier and provide an update within 3 business days. If the carrier confirms the parcel is lost, we dispatch a replacement at no cost within 2 business days — or issue a full refund if you prefer.
7.3 Delivered but not received
If tracking shows your parcel as delivered but you have not received it, first: check around your doorstep and porch, check with members of your household and your neighbors, and check any safe place or delivery instruction you set with the carrier. If you still cannot locate it, contact us within 7 days of the stated delivery date. We assess each case individually and will always try to find a fair outcome.
Subscription shipping
Automatic dispatch — your refill sleeve is dispatched automatically on your billing date (or the next business day if your billing date falls on a weekend or holiday). No action needed from you.
Renewal reminder — we send a renewal reminder email 5–7 days before each billing date. It includes your estimated dispatch date, your delivery address on file, and one-click links to skip, pause, or update.
Dispatch confirmation — you receive a dispatch email with tracking link within 24 hours of your billing date being processed.
Address updates — update at any time at takekova.com/account. Changes take effect for the next dispatch cycle if made before the 24-hour dispatch window.
Skip or pause — if you will be away or have excess product, skip your next delivery or pause your subscription entirely from your account portal. A skipped order is never dispatched and never charged. See our Subscription Terms for full details.
Public holidays & seasonal delays
We operate on standard U.S. business days. We do not dispatch on U.S. federal holidays. The following are non-dispatch days:
| Holiday | Date |
|---|---|
| New Year's Day | January 1 |
| Martin Luther King Jr. Day | Third Monday in January |
| Presidents' Day | Third Monday in February |
| Memorial Day | Last Monday in May |
| Juneteenth | June 19 |
| Independence Day | July 4 |
| Labor Day | First Monday in September |
| Thanksgiving Day | Fourth Thursday in November |
| Christmas Day | December 25 |
During the holiday season (approximately November 15–December 31), carrier networks experience significantly higher volumes and delivery times may run 1–3 business days longer than standard estimates. We will post advance notice of expected seasonal delays on our website. Subscription customers whose billing date falls on a federal holiday will have their order processed on the next business day.
Our shipping & packaging footprint
We think carefully about how we ship — not just how quickly. Here is what we do to reduce the environmental footprint of every KOVA delivery:
- Mono-material packaging — our refill sleeve uses FSC-certified recycled board, and our sachet uses a mono-material, paper-based laminate designed for recyclability. No mixed-material pouches.
- Right-sized parcels — we use the minimum packaging needed to protect the product in transit. No void fill, no air pillows, no oversized boxes.
- Reusable Vessel by design — the Vessel is built to last for years, replacing the need for a new container with every order.
- Refill-first model — after your first order you receive slim refill sleeves rather than a new container each time, which cuts material use and shipping weight.
Contact us
For any shipping-related question — delayed order, tracking issue, wrong address, or damaged delivery — we are here:
Shipping Contact
For refund and return questions relating to a delivery, see our Refund & Return Policy. For subscription delivery management, see our Subscription Terms.
