Shipping policy

SHIPPING POLICY FOR APPAREL ITEMS

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 

Be prepared for delays

Our fulfillment times will be longer than usual, and may continue to increase until things get back to normal. The entire industry is grappling with challenges and we're seeing delays in our supply chain, including distributors and shipping carriers.

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. The end recipient is responsible for these fees.

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.

SHIPPING POLICY FOR OTHER ITEMS

Where is the item coming from? The majority of our inventory is sold from our warehouses in United States with a select few items from other distributors in other countries including in the China. That being said, sometimes your order may come in different packages at different times. Where do you ship and how much it cost? We provide international shipping all over the world. The product price does not include shipping cost. The online system will generate a shipping fee for your order. How long my order will take to be delivered? We ship anywhere in the world so it will depend on your country of residence as not all of our merchandise ship from the same warehouse. We want to make sure you get your items as quickly as possible so we process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. According to our results on delivering more than 10.000 orders, it may take anywhere from 10 - 40 days on average. This is highly dependent on the customs and import process in your country. Below are the most typical time frames for your region: Location Estimated Shipping Time The United States 5-8 days Canada, Europe, Middle East 7-14 days Australia, New Zealand 7-21 days Mexico, Cental America, South America 7-21 days Please note this can be affected due to Holidays, weather conditions and others and also we are not responsible for delays caused by the customs department in your country. Customs & Regulations You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country. How can I track my order? We will send you the tracking code of your orders to the e-mail provided within 3-5 business days after the purchase. This email will also guide you how to track your package. Please note that the tracking information will be displayed 4 business days after you receiving that email. You can also reach out to our customer support desk at support@kellusa.com to ask questions anytime. The courier tried to deliver the package but I wasn't at home, what should I do? Please contact the courier. Usually, they will resent your package on the next working day, but sometimes they just ask you to pick up your package at their office. I ordered multiple items but I have only received one/some of them. Why? We do our best to reduce costs on your end so that you do not have to pay high taxes/premiums to get your items! If you ordered multiple items from us, it is highly likely that the goods will be shipped in several packages. Please allow some time for all of your items to arrive. I tracked down my order and the status says Return to Sender, what should I do? In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or courier otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any refund or replacement for free and you may need to place the order again. The tracking site says Delivered but I haven’t received my order yet. Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service at support@kellusa.com for further assistance. We are not responsible for any stolen packages. Delivery Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected. Will I be charged with customs and taxes? The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.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.