SHIPPING & DELIVERY POLICY

At Kela Store, we are committed to providing a smooth and reliable shipping experience for our customers in the United States, Canada, Australia, and the United Kingdom.

Please review the following information to understand how we process, ship, and deliver your orders.

HOW LONG DOES SHIPPING AND DELIVERY TAKE?

All Kela Store orders are shipped directly from our fulfillment facilities.

Processing and delivery times may vary depending on the product, destination, and shipping method selected.

You can find the estimated processing and delivery timeframe on each product page. For products with multiple sizes, colors, or variants, please select your preferred option to view the applicable shipping information.

If your order contains multiple items with different processing or shipping times, the items may be shipped separately. In such cases, you may receive multiple shipping confirmation emails and tracking numbers.

Please note that all delivery timeframes are estimates and are not guaranteed unless explicitly stated otherwise.

SHIPPING RATES

We offer Standard Shipping at the following flat rates:

United States: $4.99 USD
Canada: $6.99 CAD
Australia: $7.49 AUD
United Kingdom: £3.99 GBP

The applicable shipping rate will be automatically determined based on your shipping destination and displayed at checkout before you complete your purchase.

Available shipping methods and any applicable shipping charges will be clearly displayed during checkout.

PACKAGE PROTECTION

At checkout, you may have the option to add Package Protection for additional coverage against eligible shipping issues, including loss, theft, or damage during transit.

Package Protection is optional and is subject to the applicable protection terms and claims process.

ORDER DISPATCH

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

Please allow some time for tracking information to become available, as shipping carriers may require additional time to update their systems.

Once an order has been processed and handed over to the shipping carrier, we may no longer be able to cancel or modify it.

WHICH COUNTRIES DO YOU SHIP TO?

Kela Store currently serves customers in the following markets:

United States (US)
Canada (CA)
Australia (AU)
United Kingdom (UK)

Available shipping destinations and delivery options will be displayed during checkout.

We currently focus our shipping services on these four markets. Orders can only be placed for destinations supported by our checkout system.

WHAT CURRENCY WILL I PAY FOR SHIPPING?

Kela Store supports local currency payments for customers shopping from our four supported markets.

The applicable currencies are:

United States: USD ($)
Canada: CAD ($)
Australia: AUD ($)
United Kingdom: GBP (£)

Product prices, shipping charges, and applicable taxes will be displayed in the relevant local currency during checkout.

The amount shown at checkout is the amount you will be charged, subject to any additional fees imposed by your bank or payment provider.

WILL I BE CHARGED CUSTOMS DUTIES OR IMPORT TAXES?

Where applicable, international orders are shipped under DDP (Delivered Duty Paid) terms.

This means that applicable import duties and customs taxes are included in the amount charged at checkout.

For eligible DDP shipments, you should not normally be required to pay additional import duties or customs taxes when your package arrives.

The amount displayed at checkout is intended to represent the total payable for your order, including applicable shipping charges, duties, and taxes.

If you are unexpectedly asked to pay additional customs duties or import taxes upon delivery, please contact us at:

[email protected]

Our customer support team will review the situation and assist you.

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, we will send you a shipping confirmation email containing your tracking number.

You can track your shipment through the tracking link provided in your shipping confirmation email.

Alternatively, you can visit:

17TRACK:
https://www.17track.net/en

Please note that tracking information may not appear immediately after dispatch. Shipping carriers sometimes require additional time to scan and update shipment information.

If your order is shipped in multiple packages, each package may have its own tracking number.

WHY HASN'T MY ORDER ARRIVED YET?

If your estimated delivery timeframe has passed and you have not received your order, we recommend checking the following:

1. Review your shipping confirmation email.

Check your tracking number and the latest shipment updates.

2. Check for multiple shipments.

If your order contains multiple products, they may be shipped separately. Please check whether you have received additional tracking emails.

3. Verify your shipping address.

Make sure the shipping address provided during checkout was accurate and complete.

4. Check your delivery location.

Carriers may leave packages near entrances, porches, reception areas, mailrooms, or other designated delivery locations.

5. Check with household members or building staff.

Someone else may have accepted the package on your behalf.

6. Contact the shipping carrier.

If tracking information indicates a delivery attempt or collection requirement, the carrier may be able to provide additional instructions.

If you still cannot locate your order, please contact us at:

[email protected]

Please include your order number and tracking number so we can investigate further.

CAN I CHANGE MY SHIPPING ADDRESS OR CANCEL MY ORDER?

We aim to process orders as quickly as possible after they are placed.

If you need to change your shipping address, modify an order, or request a cancellation, please contact us as soon as possible at:

[email protected]

We will do our best to accommodate your request if the order has not yet entered processing or fulfillment.

However, once an order has been processed, entered production, or handed over to the shipping carrier, we may no longer be able to:

Change the shipping address
Change product sizes, colors, or variants
Add or remove products
Cancel the order

Once a package has been dispatched, we are generally unable to redirect it.

If you notice an incorrect shipping address after dispatch, we recommend contacting the shipping carrier directly to check whether delivery instructions can still be updated.

HOW LONG DOES ORDER PROCESSING TAKE?

Order processing times vary by product.

The estimated processing and shipping timeframe is displayed on the relevant product page, where applicable.

Please note:

Processing times are separate from transit times.
Business days do not include weekends or public holidays.
Some products may require additional preparation time before dispatch.
Orders containing multiple products may be processed and shipped separately.

We are generally unable to expedite an order beyond the estimated timeframe displayed on the product page unless an express shipping option is specifically available at checkout.

SHIPPING DELAYS

While we make every reasonable effort to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances beyond our control.

These may include:

Severe weather conditions
Natural disasters
Customs inspections or processing delays
Shipping carrier disruptions
Transportation interruptions
Public holidays
Peak shopping seasons
Government restrictions
Geopolitical events and civil disturbances
Other circumstances beyond our reasonable control

All delivery dates are estimates and may be affected by these circumstances.

If we become aware of a significant delay affecting your order, we will make reasonable efforts to keep you informed.

LOST, STOLEN, OR DAMAGED PACKAGES

If your package appears to have been lost, stolen, or damaged during transit, please contact us at:

[email protected]

To help us investigate, please provide:

Your full name
Order number
Tracking number
A description of the issue
Photos of the package and product, if applicable

If you purchased Package Protection, eligible claims may be handled according to the applicable Package Protection terms and conditions.

Please retain the original packaging and any relevant delivery documentation until your claim has been reviewed.

We will review the available shipping information and work with the relevant parties to determine the appropriate next steps.

WHY DID MY ORDER ARRIVE IN MULTIPLE PACKAGES?

Your order may occasionally arrive in more than one package.

This may happen when:

Products have different processing times.
Items are fulfilled from different facilities.
Products become available for dispatch at different times.
Separate shipments are required by our fulfillment or shipping arrangements.

When applicable, you will receive separate shipping confirmation emails and tracking numbers for each shipment.

Receiving only part of your order does not necessarily mean that the remaining items are missing.

INCORRECT OR INCOMPLETE SHIPPING ADDRESS

Customers are responsible for providing an accurate and complete shipping address when placing an order.

Please carefully review your shipping information before completing your purchase, including:

Full recipient name
Street address and house number
Apartment, unit, or suite number, where applicable
City and state, province, or region
ZIP code or postal code
Country
Contact phone number, where required

Kela Store cannot guarantee successful delivery if an incorrect or incomplete shipping address is provided.

If a package cannot be delivered due to an incorrect or incomplete address, it may be returned to the sender, held by the carrier, or subject to additional delivery attempts.

If your package is returned due to an address issue, please contact our customer support team so we can review the available options.

Additional shipping or redelivery charges may apply where permitted.

CONTACT US

If you have any questions or concerns regarding shipping and delivery, please contact our customer support team.

Kela Store

Website: https://kelastore.com
Email: [email protected]

Please include your order number whenever contacting us about an existing order so we can assist you more efficiently.

Thank you for shopping with Kela Store!