FAQs
Shipping & Delivery Everything you need to know about getting your order to your door.
We treat every order like it matters. Here's exactly what happens after you check out, and when to expect your package.
🕒 Processing Time
Every order goes through a 3 to 5 business day prep window before it ships.
We don't rush this part. Each gift is checked, packed properly, and sent out only when it's ready to travel. Fast and sloppy isn't our thing.
🚚 Delivery Timelines
United States Shipped via USPS or FedEx. Delivery within 15 to 20 business days after processing.
International Most international orders arrive within 15 to 30 business days, depending on your location and which fulfillment center handles your order.
A heads up on timing, customs clearance, weather, peak holiday volume, and the occasional carrier delay can push these windows out. We'll flag it if something looks off on our end.
🔍 Tracking Your Order
Once your order ships, a tracking link goes straight to your inbox.
You can also check your status anytime on our Track Your Order page. If the tracking page goes quiet for more than 5 days with no movement, email us. Carriers sometimes skip scans. We'll dig in and find out what's happening.
❌ Cancel or Change Your Order
You have a 24 hour window from checkout to cancel or update your delivery address.
After that, your order is already moving and we can't pull it back.
To cancel, email support@kaeliv.com with the subject line CANCEL MY ORDER.
To update an address, email us within 24 hours with your order number and the corrected address.
Once an order ships, no changes are possible. We're firm on this because once it leaves the warehouse, it's genuinely out of our hands.
🚪 Delivery Attempts
Most carriers make two attempts before returning a package to sender.
Make sure someone is available, or use a delivery address where packages are safe to leave. If a package gets returned to us, reshipping costs will apply.
💥 Arrived Damaged or Wrong?
This shouldn't happen. If it does, we fix it fast, no hoops, no back and forth.
Email support@kaeliv.com with:
- Your order number
- Clear photos of the damage or wrong item
We'll get a free replacement out to you as quickly as possible.
🤝 Still Have Questions?
Our team replies within 24 hours on weekdays. Usually faster.
📧 support@kaeliv.com
We'd rather hear from you than have you sitting there wondering.