FAQ
Before you order, here are the answers to the questions parents ask us most.
If you don’t see what you’re looking for, just reach out at support@kael-ai.com — we’re always happy to help.
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Safety & Certifications
Q: “Are Kael toys safe for young children?”
Yes — safety is the non-negotiable foundation of every product we make. All Kael toys are tested and certified to meet international safety standards, including ASTM F963 (USA), EN71 (Europe), and CE certification. Our materials are BPA-free, non-toxic, and free from harmful heavy metals. Each product page displays its specific certifications, and our full compliance documentation is available on request.
Q: “Do your products have choking hazard warnings?”
Every product listing clearly states the recommended minimum age and includes any relevant choking hazard warnings as required by law. As a general rule, products intended for children under 3 years old contain no small removable parts. Please always check the age recommendation before purchasing for younger children, and supervise play as advised on the packaging.
Q: “What materials are Kael toys made from?”
Material information is listed in full on each product page — including plastics, fabrics, electronic components, and finishes. We prioritize durable, child-safe materials. Where applicable, we also note whether products are water-resistant, drop-tested, and suitable for outdoor use. If you have a specific allergy or material concern, contact us before ordering and we'll give you a direct answer.
Q: “Has any Kael product ever been recalled?”
No Kael product has ever been subject to a safety recall. In the unlikely event that a safety issue is ever identified, we maintain a clear and transparent recall process — customers who have purchased the affected product are notified directly by email, with full instructions and immediate remedies. We treat product safety as an ongoing commitment, not a one-time certification.
Products & Age Matching
Q: “How do I know which Kael product is right for my child's age?”
Each product page includes a recommended age range and a breakdown of the developmental skills it supports. You can also use our Gift Finder — just select your child's age, their interests, and your budget, and we'll suggest the best match in under two minutes. As a quick guide: the Dancing Plush Toy is ideal for ages 1–3, the Walkie Talkie and Karaoke Machine shine from ages 3–8, the Kids Camera works beautifully from age 5 up, and the Instant Print Camera is a favourite for ages 8 through early teens.
Q: “Can my child use the Walkie Talkies independently, or does an adult need to be involved?”
Our walkie talkies are designed for children ages 3 and up to use independently — with large, easy-to-press buttons, a simple one-channel operation, and a durable grip that fits small hands. For children under 5, brief initial guidance from an adult helps them understand the push-to-talk mechanic. From age 6 onwards, most children operate them comfortably without any help. Many parents tell us the walkie talkie gives them real peace of mind for backyard play, camping trips, and sleepovers in different rooms.
Q: “Does the Kids Camera have parental controls or content restrictions?”
The Kael Kids Camera is a standalone device — it does not connect to the internet, social media, or any external app. Photos are saved to a built-in memory card or transferred to a computer via USB. This means no parental controls are needed, because there's nothing to restrict. Your child simply points, shoots, and creates — completely offline. It's one of the features parents love most about it.
Q: “How long does the Instant Print Camera's photo paper last, and where can I buy refills?”
Each pack of Kael instant print paper produces vivid, long-lasting photos — prints are light-resistant and designed to last for years when stored normally (away from direct sunlight). Refill paper packs are available directly on our website at competitive prices. We recommend bookmarking the product page or joining our email list to be notified of restocks and bundle deals on paper packs.
Q: “Does the Karaoke Machine work with Bluetooth and streaming services?”
Yes — the Kael Karaoke Machine connects via Bluetooth to any smartphone, tablet, or smart speaker. Your child can stream music from Spotify, YouTube, Apple Music, or any other app on your device and sing along through the microphone. Full technical specs (Bluetooth range, battery life, supported features) are listed on the product page.
Shipping & Delivery
Q: “Where does Kael ship to?”
We are proud to serve families across the globe. To ensure the best value and latest inventory, all orders are dispatched from our primary fulfillment center in Guangdong, China.
Our Delivery Timelines:
- Contiguous United States (48 States & DC): 8–12 business days.
- International (Selected Countries): 10–17 business days.
Note: Total delivery time includes a 3–5 business day processing window for quality checks and packaging.
Shipping Restrictions:
To ensure delivery reliability and avoid carrier failures, we do not ship to:
- P.O. Boxes, APO, FPO, or DPO addresses.
- Alaska (AK), Hawaii (HI), or US Territories (PR, GU, VI, etc.).
- Military regions (AA, AE, AP).
International Duties & Taxes:
For orders shipped outside of the United States, please be aware that any import duties, VAT, or local customs taxes are the responsibility of the customer and are not included in our checkout price. We recommend checking with your local customs office for details on potential fees.
Q: “How long will my order take to arrive?”
To provide the best value and latest inventory, all orders are dispatched from our fulfillment center in Guangdong, China. Our total delivery time is broken down into two parts:
- Processing Time: 3–5 business days (Monday–Friday).
- United States (Contiguous 48 & DC): 5–7 business days transit.Total Estimated Arrival: 8–12 business days.
- International (Selected Regions): 7–12 business days transit.Total Estimated Arrival: 10–17 business days.
Please Note: We do not ship to P.O. Boxes, APO/FPO/DPO addresses, Alaska, Hawaii, or US Territories to ensure delivery reliability. Delivery times are estimates and may vary due to local customs processing or carrier schedules.
Q: “Can I track my order?”
Yes. Once your order is dispatched, you will receive a tracking number via email to monitor your parcel in real-time.
Q: “Will I have to pay customs or import taxes?”
For international orders outside the US, import duties or VAT may apply based on your local regulations. These charges are the responsibility of the customer.
Q: “I need this for a birthday — can I get it in time?”
We understand the stakes. On each product page, you'll see a delivery estimate based on your location — enter your address in the shipping estimator before ordering to get the most accurate window. For time-sensitive occasions, we recommend ordering at least 2 weeks in advance for international destinations. If you're cutting it close, contact our team directly and we'll do everything we can to help.
Returns, Refunds & Warranty
Q: “What is Kael's return policy?”
We offer a 30-day return window. Items must be unused and in original packaging. Please note: Customers are responsible for return shipping costs unless the item is defective or incorrect.
Q: “My item arrived damaged. What should I do?”
Please take a photo and contact us at support@kael-ai.com within 5 days of delivery. We will arrange a replacement or refund at no additional cost to you.
Q: “Do Kael products come with a warranty?”
Yes. Every Kael product comes with a 12-month manufacturer’s warranty covering defects in materials and workmanship. This does not cover accidental damage or misuse.
Q: “Can I exchange a product for a different one?”
Yes — exchanges are handled the same way as returns. Contact our support team within 30 days of delivery, let us know what you'd like to swap to, and we'll guide you through the process. If there's a price difference between the original item and the new one, we'll either charge the difference or issue a partial refund as appropriate.
Payment & Orders
Q: “What payment methods does Kael accept?”
We accept all major credit cards (Visa, Mastercard, Amex, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay.
Q: “Is it safe to enter my payment details on your site?”
Completely. Our store uses SSL encryption and PCI-compliant processing. We never store your full card details on our servers.
Q: “Can I cancel or change my order after it's been placed?”
We process orders quickly (usually within 24 hours). If you need to cancel, contact us immediately. Once an order is dispatched, our standard return process applies.
Q: “Do you offer gift cards or discount codes?”
Yes — digital gift cards are available in various amounts and can be emailed directly to the recipient. Discount codes can be applied at checkout. To receive exclusive offers, sign up for our Joy Club newsletter — new subscribers receive 10% off their first order, plus a special birthday treat reminder for your little one.
Gifting & Personalization
Q: “Can I add a gift message to my order?”
Yes — at checkout, you'll find an option to add a personalized gift message. Your message will be printed on a card and included with the order. We also offer gift wrapping as an add-on — look for the gift wrap option when adding products to your cart.
Q: “Can I personalize a Kael product with my child's name?”
Yes — our Personalized Camera can be engraved or printed with your child's name, making it one of the most memorable first birthday or milestone gifts you can give. It's a keepsake as much as a toy. Personalized items are made to order — please allow an extra 2–4 business days for production before shipping. Note that personalized items cannot be returned unless they arrive damaged or defective.
Q: “I'm not sure which product to buy. Can you help me choose?”
That's exactly what our Gift Finder is for. Answer three quick questions — the child's age, their interests, and your budget — and we'll match them with the perfect Kael product. You can also browse by age group using our navigation, or reach out to our team via live chat and we'll give you a personal recommendation within minutes.
Q: “Do you ship directly to a gift recipient?”
Absolutely. Simply enter the recipient's address as the shipping address at checkout. Add a gift message and gift wrap, and we'll handle the rest — the order will arrive ready to give, with no prices on the packing slip. If you're sending to multiple addresses, please place separate orders for each destination.