CUSTOMER CARE

Shipping & Delivery

Free standard shipping on every US order, with tracking from the moment it leaves our warehouse.

Last updated: July 2026

Processing time

We pack and ship orders within 1 to 3 business days, not counting weekends and public holidays. During a sale or around the holidays it can take a day or two longer, and we'll always let you know if that's the case.

Shipping options and rates

Standard shipping is free on every US order. No minimum spend, no hidden handling fee at checkout.

If you'd like it sooner, express shipping is available for an additional cost. You'll see the exact rate before you confirm your order. Which options appear depends on your delivery address.

How long delivery takes

Standard shipping usually arrives within 4 to 7 business days after your order has been processed. Express is typically 2 to 3 business days.

These are estimates rather than guarantees. Weather, holidays and the occasional carrier delay are outside our control, and we appreciate your patience when they happen.

Tracking your order

As soon as your parcel is on its way we'll email you a tracking link, so you can follow it every step of the journey.

Nothing in your inbox? Check your spam or promotions folder first, since order emails often end up there. Still nothing after 3 business days, email us and we'll send the details again.

NEED TO CHANGE YOUR ADDRESS?

It happens. Email us as soon as you can with your order number and the correct address, and we'll do our best to update it. Once a parcel has been packed and handed to the carrier we can no longer change where it's going.

If your parcel is late

  1. Check the tracking

    Use the link in your shipping confirmation email. Most parcels marked as delayed are simply between depots.

  2. Check around your home

    Carriers sometimes leave parcels with a neighbour, behind a gate or at a nearby collection point.

  3. Email us

    Still nothing? Send us your order number and we'll open a trace with the carrier and keep you posted.

Lost or damaged parcels

If your parcel arrives damaged, or the tracking says delivered but nothing turned up, contact us within 14 days of the delivery date. We'll investigate with the carrier and send a replacement or refund you. You won't be left out of pocket for something that went wrong in transit.

Where we ship

We currently ship within the United States, including Alaska and Hawaii. Delivery to Alaska, Hawaii and US territories can take a few days longer than the estimates above.

Question about your delivery?

Email us with your order number and a real person will reply, usually within one business day.

support@poisture.com

Email us