Shipping policy
Thank you for shopping at Kael. We are committed to providing transparent information regarding order processing, shipping, and delivery.
1. Shipping Origin
To provide high-quality products at competitive prices, all orders are dispatched directly from our international fulfillment center in Shenzhen, China. KAEL TECHNOLOGY CO LTD is a company registered in California, USA.
2. Processing & Handling Time
Handling time: 3–5 business days (Monday–Friday).
Order cut-off time: 5:00 PM (EST).
Orders placed on weekends or holidays will begin processing the next business day.
3. Shipping Rates & Delivery Estimates
We offer free standard shipping on all orders. Please note the total estimated delivery time includes both our 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 | 12–20 business days | Free |
| International (Selected Countries) | 7–12 business days | 15–25 business days | Free |
Delivery times are estimates and may vary depending on destination and external factors such as customs processing.
4. 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:
- P.O. Boxes, APO, FPO, and DPO addresses.
- US Non-Contiguous States: Alaska (AK) and Hawaii (HI).
- US Military Regions: Armed Forces Americas (AA), Europe (AE), and Pacific (AP).
- US Territories: American Samoa (AS), Guam (GU), Northern Mariana Islands (MP), Puerto Rico (PR), and U.S. Virgin Islands (VI).
- Freely Associated States: Micronesia (FM), Marshall Islands (MH), and Palau (PW).
5. 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.
6. 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.
7. Damages & Issues
If your item arrives damaged, please contact us at support@kael-ai.com or +86 130 7920 9476 within 5 days of delivery. Include photos of the product and the original packaging.