FAQ

Refund & Replacement Policies If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 48 hours after receiving yours. Our store does not accept Returns or Exchanges, once an item has been received it cannot be returned. We can only offer you replacements at no additional cost if it falls under below criteria: Items are faulty – damaged/broken or soiled upon arrival. Parcels that is lost in transit. We do not accept returns or refunds if customer changes their mind after receiving their order(s). Note: kellusa will not be held liable to any lost or misroute parcels. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening. Cancellations You may request a cancellation within 24 hours of purchase. Otherwise you will receive partial refund as we have already started the shipping process. Please be sure to thoroughly read our descriptions and processing times. Do you ship internationally? We ship worldwide. How do I track my package? You can check on the status of your order at any time by going to the following link: Order Status. You can also reach out to our customer support desk at support@kellusa.com to ask questions anytime. How long does it take for an order to arrive? Once shipped, your order will arrive within 10 to 20 business days for United States, Canada, Australia, United Kingdom, other countries can take up to 28 business days, depending on how fast customs clearance takes place and due to having multiple warehouses overseas.You’ll receive an email confirmation once your order has shipped. Feel free to email us to check on your order status. We're happy to help.

FAQ's and policies for APPAREL Items

Delivery

When will I receive my order?
It takes 2-7 days to fulfill an order, after which it’s shipped out.
The shipping time depends on  your location, but typical shipping times are:  USA: 3-​4 business days  International: 5-15 business days 

Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide! 

What do I need to know about ordering internationally?

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. End recipient is responsible for these fees.

We highly recommend including your phone number in the order when ordering internationally - this will minimize the risk of an order being lost in transit and make delivery of the order smoother.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address. 
● Ask your local post office if they have your package. 
● Stop by your neighbors in case the courier left the package with them. 

Pro tip: Package theft is on the rise— ​ If you're expecting a home delivery and you know you won't  be home to accept it, use an address where you know you'll be! 

If the shipping address was correct, and the package wasn't left at the post office or at your  neighbor’s, get in touch with us at support@kellusa.com with your order number. 

If you did find a mistake in your delivery address, we can send you a replacement order, but  the new order would be at your expense.

Orders
How are your products made? 
We work with a reliable, high-quality print-on-demand drop shipper. They have locations  worldwide, so depending on where you are, your orders are printed and shipped from the facility  that can do it most efficiently!  

How do I track my order? 
You’ll receive a tracking link via email when your order  ships out. If you have any questions about your tracking or shipment, drop us a line at support@kellusa.com. 

I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you  quickly, please email us at support@kellusa.com within a weeks' time with photos of the  damaged product, your order number, and any other details you may have about your order.  We’ll get back to you with a resolution as soon as possible!

Product disclaimers:
Sometimes, there might be a vinegary smell on the garments you receive. Luckily, the odor you smell is just a temporary addition. Now that your product is out of the confined space of the shipping bag, the printing smell will dissipate after a few days and a wash cycle.

You may notice some discoloration or off white residue on your apparel. Do not worry! These are not stains and will wash off after the first wash cycle. Our apparel is created with the latest in garment printing technology. In addition, inks used are water-based and eco-friendly.

If you receive a product with a mark - please wash it before reporting a problem.

Returns 

What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let  us know by contacting us at support@kellusa.com! 

Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of  these apply, please contact us at support@kellusa.com with photos of wrong/damaged  items, and we’ll sort that out for you. 

Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our  sizing charts—we have one for every item listed on our store, in the product description section.     Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let  us know at support@kellusa.com within a week after receiving your order. Include your  order number and photos of the mislabeled item, and we’ll send you a new one, or issue a  refund! 

Size Chart

Any other questions?
Get in touch with us - support@kellusa.com