FAQ

Frequently Asked Questions

Where do you ship from?

Kelviroxa partners with multiple fulfillment centers strategically located across the United States, Europe, and Asia to ensure faster delivery times. Your order will be shipped from the warehouse closest to your location that has your item in stock. This allows us to reduce shipping costs and delivery times while maintaining our high-quality standards for all home appliances.

How long does shipping take?

Standard shipping typically takes 7-15 business days for domestic orders and 10-25 business days for international orders. Processing time is 1-3 business days before your item ships. Expedited shipping options are available at checkout for faster delivery. Please note that shipping times may vary during peak seasons or due to unforeseen circumstances such as weather delays or customs processing.

How do I track my order?

Once your order ships, you'll receive a confirmation email with your tracking number and a direct link to track your package. You can also track your order by logging into your Kelviroxa account and visiting the "My Orders" section. Simply enter your tracking number on the carrier's website (such as DHL, FedEx, or local postal services) for real-time updates on your shipment's progress.

Can I cancel or change my order?

You can cancel or modify your order within 24 hours of placement, provided it hasn't entered the processing stage. To request changes, please contact our customer support team immediately with your order number. Once an order has been processed and shipped, we cannot make changes, but you may return the item according to our return policy if needed.

What is your return/refund policy?

Kelviroxa offers a 30-day return policy from the date of delivery. Items must be in original, unused condition with all original packaging and accessories. To initiate a return, contact our support team for a return authorization number. Refunds are processed within 5-10 business days after we receive and inspect the returned item. Please note that return shipping costs are the customer's responsibility unless the item was defective or incorrect.

What if my item arrives damaged?

We're sorry if your appliance arrives damaged! Please contact us within 48 hours of delivery with photos of the damaged item and packaging. We'll work quickly to resolve the issue by either sending a replacement or providing a full refund. In most cases, you won't need to return the damaged item. We work closely with our shipping partners to ensure proper handling, and damaged items are rare.

Do you offer exchanges?

Yes, we offer exchanges for defective items or if you received the wrong product. For exchanges due to change of mind or size/color preferences, you'll need to return the original item and place a new order. Exchange requests must be made within 30 days of delivery. Contact our customer support team to initiate an exchange and receive detailed instructions on the process.

Why is my tracking not updating?

Tracking information can sometimes experience delays in updating, especially during the initial shipping phase or when packages are in transit between countries. If your tracking hasn't updated for more than 5-7 business days, please contact our support team. We'll investigate with our shipping partners and provide you with the most current information about your order's location and expected delivery date.

Do you ship internationally?

Yes, Kelviroxa ships to most countries worldwide! International shipping rates and delivery times vary by destination. Some countries may have restrictions on certain electronic appliances, and additional customs duties or taxes may apply upon delivery (these are not included in your order total). During checkout, you'll see available shipping options and estimated delivery times for your specific location.

How do I contact customer support?

Our friendly customer support team is here to help! You can reach us through multiple channels: email us at support@kelviroxa.com, use the contact form on our website, or chat with us using the live chat feature during business hours (Monday-Friday, 9 AM - 6 PM EST). We aim to respond to all inquiries within 24 hours and will work diligently to resolve any issues you may have with your home appliance purchase.