Shipping Policy

Last updated: September 15, 2026

At Poisella we aim to make shipping simple and predictable. Here's how we process, ship and deliver your order, the rules for canceling or changing it, and what we do when a package is late, lost or damaged. This policy applies together with our Returns & Refunds Policy — please read both before you order.

1. Delivery timeframe

Processing — the time from your order being confirmed to the package leaving the fulfillment center — takes 1–3 business days. Transit with the carrier takes an estimated 3–5 business days, so allow 4–8 business days in total from the day you order. Orders are processed Monday through Friday, excluding US federal holidays; an order placed Friday evening begins processing Monday. During promotions, holidays and the peak season from November to December, processing can take up to 2 additional business days.

Delivery estimates are guidelines based on carrier performance, not guaranteed dates: carrier disruption, severe weather, federal holidays, high order volume and customs processing can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a package is late or lost.

2. Where we ship and carriers

We ship exclusively within the United States; international shipping isn't available at this time. Shipping is free on all orders, with no minimum purchase — the total at checkout is the total you pay, and nothing is collected on delivery. Orders may ship through one or more carriers depending on the destination, package size and availability.

3. Order tracking

Once your order ships, you'll receive a shipping confirmation email with your tracking number. Allow 2–5 business days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign that something has gone wrong — and updates can be less frequent while the package travels between carrier hubs. If your tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.

Items ship from the fulfillment center that holds them, so an order with several items may arrive in separate packages on different days, each with its own tracking number and email, at no extra charge. A package arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

4. Canceling an order

Every order is transmitted to our fulfillment center automatically and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed — after that we're no longer able to stop, change or retrieve it. Please double-check your items, sizes, colors and shipping address before you confirm.

To cancel within the 5-minute window, email support@poisella.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 1 is the time the fulfillment center needs to prepare your package; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not picking up the package doesn't cancel the order (see section 5).

5. Your shipping address, missed deliveries and unclaimed packages

Please check that your name, address and contact details are accurate before completing your purchase — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any apartment or unit number and ZIP code, and add a phone number for the carrier. Address changes are only possible within the 5-minute window in section 4; once shipped, carriers can't redirect a package.

If the carrier can't complete a delivery, they'll usually leave instructions for rescheduling or collecting from a pickup location. Packages that can't be delivered because the address was incorrect or incomplete, or that aren't collected in time, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the fulfillment center again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.

Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages go to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

6. Delays

We make every reasonable effort to ship promptly, and we monitor shipments and follow up on anything that stalls. If tracking shows no movement for 10 business days, or your package is more than 7 business days past the estimated delivery window, contact us with your order number. We'll open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

7. Package marked as delivered but not received

Check the usual places first: any safe or designated delivery area around your property, with household members, and with nearby neighbors or building management — carriers sometimes scan a package shortly before the final handoff. Review the carrier's proof of delivery too. If it still hasn't turned up, let us know within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.

8. Damaged packages

If your package arrives damaged, keep all packaging and email us within 3 business days of delivery with your order number and clear photos showing the outer packaging, the shipping label and the affected item. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).

9. Sales tax and duties

All prices are shown in US dollars, with applicable sales tax calculated at checkout. Any import duties or fees on packages shipped from outside the United States are handled by us — you won't be asked to pay anything on delivery.

10. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has shipped — including if you return the order, or part of it, later. It is only refunded when an order is canceled within the 5-minute window in section 4.

11. Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and federal holidays. We reply within one business day.
Email: support@poisella.com