Shipping policy
Shipping & Delivery
At Kaeliv, every order is handled with care from the moment you check out to the moment it lands at your door. Here's everything you need to know.
🕒 Order Processing
Orders are processed within 3 to 5 business days before shipping.
This window gives our team time to review, quality-check, and pack each item properly. We don't cut corners on this part. Your order goes out only when it's ready.
🚚 Shipping Timelines
United States Shipped via USPS or FedEx. Estimated delivery is 15 to 20 business days after processing.
International International orders typically arrive within 15 to 30 business days, depending on your destination and fulfillment center.
Delivery windows can shift due to customs clearance, weather, peak seasonal demand, or global logistics delays. We appreciate your patience when that happens, and we'll keep you informed if anything looks unusual on our end.
🔍 Tracking Your Order
Once your order ships, a tracking link goes directly to your inbox.
You can also check your order status anytime through our Track Your Order page. If tracking shows no movement for more than 5 days, reach out. Carriers occasionally miss scans and we'll get to the bottom of it.
❌ Cancellations & Address Changes
You have 24 hours from the time of purchase to request a cancellation or address update.
To cancel, email support@kaeliv.com with the subject line CANCEL MY ORDER.
Address changes must also come in within that same 24 hour window, along with your order number and updated address.
Once an order has shipped, no changes or cancellations are possible.
🚪 Delivery Attempts
Most carriers attempt delivery twice before returning a package to sender.
Please make sure someone is available to receive your order, or use an address where packages can be safely left. If a package is returned to us, reshipping fees will apply.
💥 Damaged or Defective Items
If something arrives damaged or not as described, we'll sort it out quickly.
Email support@kaeliv.com with your order number and clear photos of the issue. Once reviewed, we'll arrange a free replacement with no unnecessary back and forth.
🤝 Need Help?
Our support team is here for you.
📧 support@zenova.com Response time within 24 hours on weekdays, often sooner.