Shipping policy
SHIPPING POLICY
Last updated: August 9, 2026
This Shipping Policy applies to orders placed with POUNCERA, a trading brand operated by CALDERVO SYSTEMS LTD.
Customer service: customerservice.pouncera@caldervo.com
1. Shipping Origin
POUNCERA currently operates without a United States or United Kingdom warehouse.
Most products are shipped directly from our supplier or fulfilment partner facilities in mainland China to the customer’s delivery address.
Products within the same order may occasionally be shipped in separate parcels.
2. Order Processing
Orders are normally processed within 1–3 business days after payment is successfully authorized.
Business days do not include Saturdays, Sundays, or public holidays.
Processing may take longer because of:
• Address or payment verification;
• Unavailable product variants;
• High seasonal order volume;
• Supplier or carrier disruption;
• Chinese public holidays; or
• Product safety or quality checks.
The estimated delivery period begins after an order is successfully placed and includes normal processing and transit time.
3. Estimated Delivery Times
Contiguous United States
• Processing: 1–3 business days
• Estimated transit: 7–12 business days
• Estimated total delivery time: 8–15 business days
United Kingdom
• Processing: 1–3 business days
• Estimated transit: 7–15 business days
• Estimated total delivery time: 8–18 business days
These are reasonable estimates, not guaranteed delivery dates.
Alaska, Hawaii, United States territories, military addresses, remote locations, and areas with limited carrier coverage may require additional time or might not be available at checkout.
4. Shipping Charges
Available shipping methods and charges are displayed at checkout before payment.
Any free-shipping threshold, fixed shipping charge, or promotional shipping offer shown at checkout applies only to the eligible order, destination, and promotion.
We will not add undisclosed shipping charges after an order has been placed.
5. Duties-Paid Delivery
Eligible consumer orders are shipped on a duties-paid basis.
Import duties and customs charges associated with delivery are included or paid by POUNCERA or our logistics partner unless the checkout clearly states otherwise.
Applicable sales tax or VAT may still be calculated and displayed at checkout.
If a carrier unexpectedly asks you to pay an import duty or customs charge:
• Do not ignore the carrier notice;
• Contact customerservice.pouncera@caldervo.com promptly; and
• Provide your order number and a copy of the charge notice.
Where an eligible import charge resulted from our or our logistics partner’s error, we will arrange payment or reimburse the reasonable confirmed charge.
Customers remain responsible for charges resulting from inaccurate delivery information, refusal to cooperate with lawful customs requirements, or unauthorized import activity.
6. Tracking
When tracking is available, we will send the tracking number to the email address associated with the order.
Tracking information may take 2–5 business days after dispatch to show its first meaningful carrier update.
International orders may be handled by more than one carrier. The tracking number or tracking page may change when the parcel is transferred to a local delivery provider.
7. Split Shipments
Products may be shipped separately because they are supplied from different facilities or become ready at different times.
If an order is split:
• You may receive more than one tracking number;
• Parcels may arrive on different days; and
• You will not be charged an additional shipping fee solely because we split the shipment.
8. Address Accuracy
Customers are responsible for providing a complete and accurate:
• Recipient name;
• Street address;
• Apartment or unit number;
• City, state, region, and postal code;
• Email address; and
• Telephone number.
Please request an address correction within 12 hours after placing the order.
We will make reasonable efforts to update the address, but changes are not guaranteed once processing or shipment has begun.
If an order is returned, lost, or charged additional fees because the customer supplied an incorrect or incomplete address, reasonable reshipping or return costs may be charged or deducted from the refund where permitted by law.
9. Delivery Attempts, Refused Parcels, and Unclaimed Orders
The customer is responsible for monitoring tracking information and responding to reasonable carrier delivery or customs notices.
If a parcel is refused, repeatedly undeliverable, or left unclaimed:
• It may be returned to the international fulfilment facility or disposed of by the carrier;
• Original shipping charges may not be refundable;
• Reasonable return or reshipping costs may be deducted where permitted by law; and
• Any remaining refund will be considered after the parcel is received and identified.
This section does not apply when delivery failed because of our error or the carrier’s confirmed error.
10. Delayed Orders
International delivery can be affected by severe weather, flight capacity, customs inspections, carrier congestion, public holidays, government restrictions, or other events outside normal control.
If we learn that we cannot ship within the stated timeframe, we will notify the customer and provide a revised estimate where possible.
Where required by applicable law, the customer may choose between:
• Agreeing to the revised shipping date; or
• Cancelling the unshipped order for a full refund.
Customers may contact us if an order has not arrived by the end of the estimated delivery period.
11. Lost Parcels
Please contact us if:
• Tracking has shown no meaningful movement for 10 business days;
• The parcel has not arrived within 7 business days after the latest estimated delivery date; or
• The carrier confirms that the parcel is lost.
We may open an investigation with the carrier and request reasonable supporting information.
If an eligible order is confirmed lost before delivery, we will provide an appropriate remedy, which may include a replacement or refund.
12. Tracking Shows Delivered but the Parcel Is Missing
If tracking shows “delivered” but you cannot find the parcel:
• Check the delivery location, mailbox, entrance, reception, and safe places;
• Ask household members, neighbours, or building staff;
• Check for a delivery photograph or carrier notice; and
• Contact the local delivery carrier.
If the parcel is still missing, contact us promptly—preferably within 7 days after the delivery scan—and provide your order number.
A “delivered” scan will not automatically end our review. We may investigate the carrier’s delivery evidence before deciding the appropriate resolution.
13. Damaged Parcels
Please inspect the parcel and products after delivery.
If an item arrives damaged, incorrect, or incomplete, contact customerservice.pouncera@caldervo.com promptly and provide:
• Your order number;
• Photographs of the outer packaging and shipping label;
• Photographs or video showing the product problem; and
• A description of the missing or damaged parts.
Claims are handled under our Return & Refund Policy. Contacting us promptly helps preserve carrier evidence but does not limit statutory rights.
14. Package Forwarders
If you direct an order to a freight forwarder, parcel forwarding company, hotel, temporary address, or reshipping service, our delivery responsibility may end when the parcel is safely delivered to that service, to the extent permitted by applicable law.
We are not responsible for loss or damage caused solely by the forwarding service after it accepts the parcel.
15. Restricted Destinations
We currently focus on the United States and United Kingdom.
Shipping availability is determined by the destinations and methods displayed at checkout. We may be unable to ship certain products to restricted, remote, military, or carrier-excluded addresses.
If we cannot fulfil an accepted destination, we will contact the customer and provide an alternative or full refund.
16. Returns
Do not send returns to the sender address printed on the parcel or to our London registered office.
Approved returns must follow the instructions and Shenzhen return address supplied by our customer service team.
Please review our Return & Refund Policy before returning anything.
17. Contact
For shipping, tracking, customs, or delivery questions:
POUNCERA
Operated by CALDERVO SYSTEMS LTD
Company number: 17384488
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Email: customerservice.pouncera@caldervo.com
The registered office does not accept customer return parcels.