Shipping & Returns
Everything you need to know about how we get your order to you — and what to do if something isn't right.
Thank you for shopping at Kael. We are committed to transparency regarding our global logistics and delivery timelines.
Shipping Origin
To provide high-quality products at competitive prices, all orders are dispatched directly from our international fulfillment center in Shenzhen, China. Our administrative headquarters are based in Sacramento, California.
Processing & Handling Time
Shipping Rates & Delivery Estimates
We offer free standard shipping on all orders. Total estimated delivery time includes both handling time and the carrier's transit time.
| Destination | Transit Time | Total Estimated Delivery | Cost |
|---|---|---|---|
| Contiguous United States (48 States & DC) | 5–7 business days | 8–12 business days | ✓ Free |
| International (Selected Countries) | 7–12 business days | 10–17 business days | ✓ Free |
Delivery times are estimates and may vary depending on destination and external factors such as customs processing.
Shipping Exclusions & Restrictions
To ensure delivery reliability, we cannot ship to the following locations. If an order is placed for these regions, it will be automatically cancelled and refunded:
Tracking & Confirmation
Once your order is handed to the carrier, you will receive a confirmation email with a tracking number. Please allow 24–48 hours for the tracking information to update in the system.
Customs & Import Duties
For international orders, Kael is not responsible for any customs fees, duties, or taxes applied to your package. These charges are the responsibility of the customer.
Damages & Issues
If your item arrives damaged, please contact us at support@kael-ai.com within 5 days of delivery. Include photos of the product and the original packaging.
Questions about your shipment?
Our support team is ready to help you track and resolve any delivery issue.
Thank you for shopping at Kael. We want you to be fully satisfied with your purchase. If you are not completely happy with your order, we are here to help.
Return Window
You have 30 days from the date of delivery to request a return.
Eligibility for Returns
To qualify for a return, your item must meet the following criteria:
Return Shipping Costs
Customer Responsibility: Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable.
Defective / Damaged Items: If the return is due to our error (damaged, defective, or incorrect item), Kael will cover all return shipping costs.
No Restocking Fees
We do not charge any restocking fees for returned items.
Damaged or Defective Items
If your order arrives damaged, please contact us within 5 days of delivery at support@kael-ai.com with your order number and clear photos of the damage. We will arrange a replacement or full refund immediately.
How to Start a Return
Important: Do not send items back to the manufacturer address on the package. All returns must be authorized by our support team.
Refund Process
Contact Information
For any questions regarding returns, please contact us at:
Email: support@kael-ai.com
Address: Room 503, Building 3, No. 343 Jihua Road, Shuijing Community, Jihua Sub-district, Longgang District, Shenzhen City
Ready to start a return?
Email us and our team will guide you through the process.