Shipping policy
Shipping Policy
At Citronova, we're committed to getting your plant-based protection to you as smoothly and reliably as possible. We know that once you've placed an order, you're eager to receive it — so we've laid out everything you need to know about our shipping process below. Please take a moment to review this policy so you have a clear understanding of our timelines, costs, and procedures.
Order Processing
All orders are processed with care after your purchase is confirmed. Please allow [e.g., 1–3 business days] for us to prepare, pack, and dispatch your order before it enters transit. Orders are processed on business days only, and do not ship on weekends or public holidays. During periods of high demand, promotional events, or seasonal peaks, processing may take slightly longer, and we appreciate your patience during these times.
Once your order has been dispatched, you'll receive a confirmation email containing your tracking information so you can follow your package every step of the way.
Shipping Times
Our standard shipping timeframe is 7 to 12 days from the date your order is dispatched. This estimate reflects the typical journey your package takes from our facility to your doorstep. While the vast majority of orders arrive comfortably within this window, please understand that shipping timeframes are estimates and not guarantees.
Please note that the processing time described above is separate from the shipping time. Your total time from order to delivery is the combination of both.
Shipping Costs
We're pleased to offer free standard shipping on all orders over $50 within the United States. For orders under $50, a standard shipping fee will be calculated and displayed at checkout before you complete your purchase, so there are never any surprises.
Any applicable shipping charges for international orders, where available, will also be shown at checkout.
No Exceptions for Delays
We want to be fully transparent with you: while we always aim for a timely delivery, Citronova cannot control the many factors that affect a package once it leaves our hands. Carrier delays, weather events, high-volume shipping seasons, customs processing, incorrect address information, and other circumstances beyond our control can occasionally affect delivery times.
For this reason, we do not offer refunds, credits, or compensation for shipping delays, and the 7-to-12-day timeframe is provided as a good-faith estimate rather than a guarantee. Placing an order acknowledges and accepts that delivery windows may occasionally extend beyond this estimate due to factors outside our control. We genuinely appreciate your understanding, and we'll always do our best to assist you wherever we reasonably can.
Order Tracking
Once your order ships, you'll receive an email with a tracking number and a link to monitor its progress. We encourage you to use this tool to stay updated on your delivery. Please allow a little time after dispatch for the tracking information to become active, as it can take a short while for the carrier's system to reflect the first scan.
Incorrect or Incomplete Addresses
To ensure your order reaches you without issue, please double-check that your shipping address is complete and accurate at checkout. Citronova is not responsible for orders that are delayed, lost, or returned to us due to an incorrect or incomplete address provided by the customer. If a package is returned to us for this reason, we'll reach out to arrange re-delivery, which may be subject to an additional shipping charge.
Lost or Missing Packages
If your tracking indicates that your package was delivered but you haven't received it, we recommend first checking around your delivery location and with your household members or neighbors, and then reaching out to the carrier directly. If you're still unable to locate your package, please contact our support team and we'll do our best to help you investigate.
Unfulfilled or Undeliverable Orders
In the rare event that we're unable to fulfill your order, or a package is deemed undeliverable and returned to us, our team will contact you to discuss the best available resolution.
Questions? We're Here to Help
Our team is always happy to assist with any questions about your shipment or the status of your order. Please don't hesitate to reach out:
- Email: [your support email]
- Support hours: [e.g., Monday–Friday, 9 AM–5 PM EST]
- Business name: [Your registered business name]
Thank you for choosing Citronova. We're grateful for your order and can't wait for you and your family to enjoy the outdoors, bite-free.