At KELMAVOX™, we want the journey from placing your order to receiving your pet products to be as clear and convenient as possible.

This Shipping Policy explains how we process orders, calculate shipping charges, provide tracking information, and handle common delivery situations such as delays, damaged parcels, lost shipments, or multiple-package deliveries.

1. Order Processing

Once your order has been successfully submitted and payment has been confirmed, our fulfillment process begins.

Standard processing time:
2–4 business days

During this period, your order may go through:

• Order verification
• Inventory confirmation
• Product preparation
• Quality checks where applicable
• Packaging
• Shipping label creation

During holiday periods, promotional events, or other high-volume periods, order processing may take up to 5 business days.

Orders are generally not processed on weekends or major public holidays.

Processing time is separate from delivery time.

2. Shipping Fee

KELMAVOX™ currently applies a flat shipping charge of:

$5.99 per order

The applicable shipping fee will be displayed during checkout before you complete your payment.

Unless specifically stated otherwise at checkout, customs duties, import taxes, VAT, brokerage fees, or other destination-related charges are not included in the shipping fee.

3. Estimated Delivery Time

Delivery estimates begin after your order has completed processing and has been transferred to the shipping carrier.

Estimated delivery times are:

United States:
Approximately 10–15 business days

Canada, United Kingdom, and Australia:
Approximately 11–16 business days

Other International Destinations:
Approximately 15–20 business days

These timeframes are estimates rather than guaranteed delivery dates.

Actual transit times may vary depending on circumstances such as:

• Delivery destination
• Carrier network conditions
• Customs clearance
• Local postal services
• Severe weather
• Seasonal shipping demand
• Public holidays
• Transportation disruptions
• Other circumstances outside our reasonable control

4. Order Fulfillment

KELMAVOX™ offers pet supplies and home-friendly products for cats and dogs.

To support product availability and serve customers in different locations, orders may be prepared and shipped from different fulfillment centers, supplier facilities, or logistics partners.

As a result, the shipping origin may vary depending on the product and destination.

This may also mean that products purchased in the same order occasionally arrive in separate packages.

5. Tracking Your Order

After your order has been shipped, you will normally receive a shipping confirmation at the email address provided during checkout.

Where available, the shipping confirmation will include a tracking number or other shipment information.

Please allow approximately 1–3 business days after dispatch for tracking information to begin showing activity in the carrier's system.

A temporary period without a tracking update does not necessarily mean that your shipment has stopped moving.

6. Customs, Duties, and Import Charges

International orders may be subject to import duties, taxes, VAT, customs processing fees, brokerage charges, or other fees imposed by the destination country or region.

Unless otherwise stated during checkout:

• These charges are generally the responsibility of the recipient.
• Customs rules vary by country and region.
• KELMAVOX™ does not determine the amount of customs or import charges.
• Customs inspection or clearance may extend delivery times.

Customers are encouraged to review the import requirements applicable to their destination before placing an international order.

KELMAVOX™ is not responsible for delays caused by customs authorities or local import procedures.

7. Shipping Address Changes

Please check your shipping information carefully before completing your order.

If you discover an error after placing your order, contact us as soon as possible at:

service@kelmavox.com

We recommend submitting address correction requests within 12 hours of placing your order whenever possible.

Once an order has entered fulfillment, been packed, or been transferred to the carrier, we may no longer be able to update the delivery address.

8. Order Cancellation Requests

If you wish to cancel an order, please contact us as quickly as possible after placing it.

Cancellation requests should preferably be submitted within 12 hours of purchase.

We will review the status of your order when your request is received.

If the order has already been processed, packed, or shipped, cancellation may no longer be possible.

In that situation, the applicable return or refund process may need to be followed instead.

9. Incorrect or Incomplete Delivery Information

Customers are responsible for entering accurate and complete shipping information during checkout.

Please review:

• Recipient name
• Street address
• Apartment, suite, or unit number
• City
• State or province
• ZIP or postal code
• Country
• Contact information

Delivery problems caused by incorrect or incomplete information provided during checkout may not be the responsibility of KELMAVOX™.

If a package is returned because the shipping address was incorrect, incomplete, or undeliverable due to customer-provided information, additional shipping charges may apply if reshipment is requested.

10. Separate Packages

An order containing multiple products may occasionally be divided into more than one shipment.

This may occur when:

• Products are stored in different fulfillment locations
• Items have different preparation times
• Separate packaging is required
• Logistics partners handle individual products differently

If your order is shipped in multiple parcels, you may receive more than one tracking number.

Packages from the same order may also arrive on different dates.

11. Damaged Items or Packages

If your order arrives damaged, please contact KELMAVOX™ Customer Support within 72 hours of delivery.

Please include:

• Your order number
• Clear photos of the affected product
• Photos of the outer packaging
• A brief explanation of the issue

Our team will review the information provided and determine the appropriate next step.

Depending on the circumstances, the available resolution may include a replacement, refund, or another appropriate solution in accordance with our applicable policies.

12. Lost Shipments

If a carrier confirms that your package has been lost during transit, please contact us at:

service@kelmavox.com

Please provide your order number and available tracking information.

After the shipment status has been reviewed and the loss has been verified, we will determine the appropriate resolution.

Please note that delayed tracking updates, extended transit times, or temporary gaps in tracking activity do not automatically mean that a package is lost.

13. Delivery Delays

Although we aim to provide reliable estimated delivery windows, some shipments may experience delays beyond the original estimate.

Potential causes include:

• Severe weather
• Customs inspections
• Carrier network disruptions
• Regional transportation issues
• Local delivery backlogs
• Seasonal demand
• Public holidays
• Unexpected logistical events

If your order appears significantly delayed, please contact our customer service team with your order number.

We can review the available tracking information and help clarify the current shipment status.

14. Delivery Confirmation

A shipment may be considered delivered when the carrier's tracking system records the package as delivered to the shipping address provided with the order.

If tracking shows your package as delivered but you cannot locate it, we recommend first checking:

• Around the delivery location
• With household members
• With building management or reception
• With neighbors where appropriate
• Directly with the delivery carrier

If the package still cannot be located after these checks, please contact us with your order number and tracking information so we can review the available details.