Frequently Asked Questions
Find answers to some of the most common questions about ordering, payment, shipping, delivery, returns, refunds, and customer support.
Ordering
Do I need an account to place an order?
No. You can place an order as a guest without creating an account.
Creating an account may provide additional features, such as easier order tracking and access to your order history.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible, preferably within 48 hours of placing your order.
We will make reasonable efforts to accommodate your request. However, once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.
If an order cannot be canceled before shipment, you may be able to request a return in accordance with our Return & Refund Policy.
Payment
What payment methods do you accept?
We accept major payment methods, including:
- Visa
- Mastercard
- American Express
- Other secure payment methods available at checkout
Available payment methods may vary depending on your location and the options provided during checkout.
Will I be charged additional fees?
All product prices displayed on our website are generally listed in USD.
Your bank, card issuer, or payment provider may apply currency conversion rates, foreign transaction fees, or other charges depending on your account and location.
For international orders, customs duties, taxes, import fees, or other local charges may also apply where required by the destination country. Please refer to our Shipping Policy for more information.
Shipping
Where do you ship from?
Orders may be fulfilled and shipped from international warehouses or fulfillment facilities depending on product availability, destination, and fulfillment arrangements.
How long does shipping take?
Our typical order timeline is:
- Order Processing: 1–3 business days
- Standard Shipping: Approximately 7–14 business days
Actual delivery times may vary depending on the destination, carrier operations, customs clearance, weather, holidays, and other circumstances beyond our reasonable control.
Delivery estimates are not guaranteed.
How can I track my order?
Once your order has been shipped, tracking information will be sent to the email address provided when you placed your order, when tracking information is available.
You can use the tracking number to monitor your shipment's progress.
Please note that tracking information may take some time to become available or update after shipment.
Delivery Issues
What if I entered the wrong shipping address?
Please contact us as soon as possible, preferably within 48 hours of placing your order, if you need to correct your shipping address.
We will make reasonable efforts to update the address before the order is processed or shipped.
Once an order has been shipped, we may not be able to change the delivery address.
What if my order is marked as delivered but I have not received it?
If your tracking information shows that your order was delivered but you cannot locate the package, we recommend:
- Checking around your delivery location.
- Checking with household members, neighbors, or building management where applicable.
- Contacting the carrier using the tracking information provided.
- Contacting us if the package cannot be located.
Please contact us within 7 days after the delivery status is recorded so that we can review the issue and assist you with the next steps.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy for eligible items.
Returned items generally must be unused, unworn, in their original condition and packaging, and meet the requirements described in our Return & Refund Policy.
Certain items may not be eligible for return, including personalized or customized products, gift cards, final sale items, and products specifically marked as non-returnable.
Who pays for return shipping?
Customers are generally responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
Original shipping fees are generally non-refundable unless otherwise required by applicable law or stated in our return instructions.
Please contact our customer service team before sending a return.
What if my item arrives damaged, defective, or incorrect?
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
Please provide your order number, a description of the issue, and clear photos of the item and packaging where applicable.
Our customer service team will review the information and provide instructions for the next steps.
Refunds
How long do refunds take?
Once an eligible return has been received and approved, the refund will generally be processed within 5–10 business days.
Refunds are issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
Security
Is my payment information secure?
Yes. Payment transactions are processed through secure payment gateways or trusted third-party payment providers.
We take reasonable measures to help protect customer information and payment-related data during transactions.
However, no method of transmission or electronic storage can be guaranteed to be completely secure.
Contact
How can I contact customer service?
If you have questions about an order, product, payment, shipping, return, or refund, please contact our customer service team:
Email: service@keltve.com
Phone: +1 205-350-6188
Customer Service Hours: 24 hours a day, 7 days a week
We aim to respond to customer inquiries as promptly as possible and provide helpful assistance with your questions or concerns.