Shipping policy

Last updated: August 1, 2026

This Shipping Policy applies to orders placed directly through Kaelvi. Delivery estimates are provided in business days and do not include weekends or statutory holidays.

Order Processing

Orders are normally processed within 1 to 3 business days. Processing may take longer during promotions, product launches, holidays, address verification, or other periods of high volume. An order confirmation does not mean that an order has shipped. You will receive a shipping confirmation with tracking information when available.

Delivery Estimates

Standard delivery to the United States is generally estimated at 5 to 10 business days after processing. Delivery estimates for Canada and other available destinations will be shown at checkout or in the applicable shipping offer.

These are good-faith estimates, not guaranteed delivery dates. Customs review, severe weather, carrier disruptions, remote destinations, holidays, and other events outside our reasonable control may cause delays. If we cannot ship within a time required by applicable law, we will provide any required delay notice, cancellation option, or refund.

Shipping Rates and Free Shipping

Available shipping methods and charges are shown at checkout. Unless a different threshold is displayed for your market, standard shipping is free on orders over US$100 after discounts and before taxes, duties, and optional services. Expedited or priority services, when offered, may remain chargeable.

Order Changes and Address Accuracy

Review your items and shipping address carefully before placing your order. Contact contact@kaelvi.com as soon as possible if a change is needed. We will try to help, but changes are not guaranteed after processing begins and cannot be made after shipment.

You are responsible for providing a complete and accurate delivery address, including apartment or unit numbers. If an order is returned, misdelivered, or otherwise fails because of an incorrect address supplied by you, refusal, failure to collect, or lack of access to the delivery location, we may charge the reasonable cost of reshipping it. Refunds, if available, may be reduced by unrecoverable shipping and return costs, except where prohibited by law.

Tracking and Split Shipments

Tracking may take several business days to update after a label is created. Products in one order may be shipped separately. A split shipment does not create an additional shipping charge unless you later request a separate service.

Customs, Duties, and Import Charges

International orders may be subject to customs duties, import taxes, brokerage fees, or local charges. Unless checkout expressly states that these amounts are included, they are the recipient's responsibility. Customs procedures may delay delivery. We cannot mark an order as a gift or declare an inaccurate value.

Lost, Stolen, or Damaged Packages

If tracking does not update for an unusual period, the package is delivered damaged, or you cannot locate a package marked delivered, contact us promptly with your order number. We may ask you to confirm the shipping address, check with household members or neighbours, contact the carrier, provide photos, or complete a carrier or police declaration where reasonably appropriate.

We will assess the circumstances and provide any remedy required by applicable law. Optional Shipping Protection provides the additional replacement remedy described below. Not purchasing Shipping Protection does not waive any non-excludable right or make you responsible for a loss that applicable law places on us.

Optional Shipping Protection

Shipping Protection is an optional service purchased for the order as a whole. It protects the physical products in that order if the package is lost in transit, stolen before you reasonably receive it, or stolen shortly after carrier-confirmed delivery.

For an approved claim, Kaelvi will send one replacement shipment for the affected items, subject to product availability. If an item is unavailable, we may provide a reasonably comparable replacement or another remedy at our discretion or as required by law. Shipping Protection is a replacement service and does not entitle you to a cash refund.

To make a claim:

  • For a package that appears lost in transit, contact us within 30 days after the last carrier scan or the end of the estimated delivery window, whichever is later.
  • For a package shown as delivered but believed stolen, contact us within 7 days after the recorded delivery date.
  • Provide your order number, confirmation of the delivery address, and any reasonably requested carrier, photographic, or incident documentation.

Shipping Protection does not cover:

  • Delays without loss;
  • An incorrect or incomplete address supplied by the customer;
  • Refused or unclaimed delivery, customs non-payment, or failure to follow carrier instructions;
  • Packages redirected, released, or left at a location at the customer's request;
  • Loss occurring after the package was safely received and secured;
  • Fraudulent, duplicate, or materially incomplete claims; or
  • Any amount other than the physical products in the protected order.

Only one replacement may be issued for each protected package. Replacement shipments are not themselves covered by the original Shipping Protection. The Shipping Protection fee is refundable if the order is cancelled before shipment, but is otherwise non-refundable once any part of the order ships, except where required by law.

Contact

Email: contact@kaelvi.com
Merchant: Kaelvi
Address: 125 7e Rue, Québec, QC G1L 2P3, Canada
Phone: +1 416 555 5678