Shipping policy
At KATERNOVA, we aim to provide a clear, reliable, and transparent delivery experience. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered.
By placing an order through our website, you agree to the shipping terms described below.
1. Order Processing
Once your order has been successfully placed and payment has been confirmed, it will enter our processing and fulfilment procedure.
Orders are typically processed within 1–3 business days.
Processing may include:
- Payment confirmation
- Order verification
- Product preparation
- Quality and fulfilment checks
- Packaging
- Preparation for shipment
Business days do not include Saturdays, Sundays, or public holidays.
During periods of unusually high demand, promotional campaigns, holidays, or other exceptional circumstances, processing may take slightly longer.
Once your order has been dispatched, you will receive a shipping confirmation containing tracking information, where available.
2. Shipping & Estimated Delivery Times
After processing, estimated delivery times are generally:
Italy: approximately 5–10 business days
European Union: approximately 5–12 business days
United Kingdom: approximately 6–12 business days
United States & Canada: approximately 7–15 business days
Other International Destinations: approximately 7–20 business days
These timeframes are estimates and not guaranteed delivery dates.
The total delivery time consists of both the order processing period and the carrier's transit time.
3. Tracking Your Order
Where tracking is available, customers will receive a tracking number or tracking link after the order has been dispatched.
Please allow some time after receiving the shipping confirmation for the carrier's tracking system to update.
It is normal for tracking information to remain unchanged temporarily while a parcel:
- Moves between logistics facilities
- Is transferred between carriers
- Enters the destination country
- Undergoes customs processing
- Is transferred to a local last-mile delivery provider
Tracking information is supplied by the applicable logistics provider and may therefore update at different intervals throughout the delivery process.
4. Shipping Carriers & Logistics Partners
KATERNOVA may use different international and local logistics providers depending on the destination, product, availability, and most appropriate delivery route.
An order may be handled by more than one carrier during its journey.
For international shipments, a logistics partner may transport the parcel to the destination country before transferring it to a local last-mile carrier for final delivery.
The carrier displayed in your tracking information may therefore change during transit.
5. Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully verify:
- Full name
- Street name and house number
- Apartment or unit number, where applicable
- City
- Province, state, or region
- Postal or ZIP code
- Country
- Telephone number
- Email address
If you notice an error after placing your order, contact us immediately at katernova@outlook.it.
We will make reasonable efforts to update the address if the order has not yet been processed or dispatched.
Once an order has been shipped, we may no longer be able to modify its delivery address.
6. Delayed Shipments
Although we work to ensure orders arrive within the estimated timeframe, occasional delays may occur.
Possible causes include:
- Carrier disruptions
- Customs inspections
- Severe weather
- Public holidays
- High shipping volumes
- Transportation disruptions
- Local postal delays
- Incorrect or incomplete addresses
- Events outside our reasonable control
A delay in tracking updates does not necessarily mean that a parcel has been lost.
If your order appears to be significantly delayed, please contact katernova@outlook.it and provide your order number so that we can review the available tracking information.
7. Customs, Duties & Import Charges
International orders may be subject to customs procedures, import duties, taxes, or other charges imposed by the destination country.
Where such charges are not collected during checkout, they may be payable by the recipient directly to the relevant authority or delivery provider.
Customs requirements vary between countries, and KATERNOVA does not control charges imposed independently by customs or government authorities.
Where applicable, customers are responsible for complying with the import requirements of their destination country.
8. Multiple Packages
In certain circumstances, an order containing multiple products may be shipped in more than one package.
This can occur when products are processed from different fulfilment locations or when separate shipments provide a more efficient delivery route.
If your order is divided into multiple shipments:
- Packages may arrive on different dates
- Each package may have its own tracking number
- Different carriers may handle different parcels
Receiving only part of an order does not necessarily mean that the remaining items are missing.
9. Delivered but Not Received
If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking:
- Around the delivery location
- With members of your household
- With neighbours
- With reception, concierge, or building management
- Any designated safe place
- Directly with the local delivery carrier
If the parcel still cannot be located, contact us at katernova@outlook.it with your order number and tracking information.
We will review the available information and assist you with the appropriate next steps.
10. Lost or Damaged Packages
If your package appears to have been lost during transit, please contact us so that we can investigate the shipment with the relevant logistics provider.
If your parcel arrives visibly damaged, we recommend taking photographs of:
- The external packaging
- The shipping label
- The damaged product
- Any damage inside the package
Please contact us as soon as possible at katernova@outlook.it with your order number and supporting photographs.
Where an item is confirmed to be damaged, defective, incorrect, or otherwise non-conforming, we will provide an appropriate solution in accordance with our Return & Refund Policy and applicable consumer protection law.
11. Failed Delivery & Returned Packages
A shipment may be returned to the sender or logistics facility when delivery cannot be completed.
This may occur because of:
- An incorrect or incomplete address
- Repeated unsuccessful delivery attempts
- Failure to collect the parcel
- Refusal of delivery
- Customs-related issues
If your order is returned, please contact our customer service team so we can review the circumstances and determine the available options.
Additional shipping costs may apply where a new shipment is requested due to an incorrect address or another circumstance attributable to the recipient, except where prohibited by applicable law.
12. Order Changes & Cancellations
If you need to modify or cancel an order, contact us at katernova@outlook.it as soon as possible.
We will attempt to accommodate your request if the order has not yet entered fulfilment or been dispatched.
Once an order has already been processed or shipped, we may be unable to cancel or modify it.
In that case, you may need to receive the order and follow the procedure described in our Return & Refund Policy.
Any mandatory statutory cancellation or withdrawal rights available to you remain unaffected.
13. Delivery Responsibility
We work with independent shipping and logistics providers to deliver customer orders.
We will provide reasonable assistance when delivery problems occur and will comply with our obligations under applicable consumer protection laws.
Nothing in this Shipping Policy is intended to exclude or restrict any mandatory rights available to consumers, including rights relating to goods that are lost, damaged, incorrectly delivered, or not delivered.
14. Contact Us
For questions regarding shipping, tracking, delivery, or an existing order, please contact:
KATERNOVA
Email: katernova@outlook.it
Phone: +39 35 1439 6226
Address: Cortile Sant'Isidoro 8
Postal Code: 90011
City: Bagheria
Province: Palermo (PA)
Region: Sicily
Country: Italy
When contacting us about an existing shipment, please include your order number so that we can assist you more efficiently.