Shipping policy

KELLVA Shipping Policy

Last Updated: October 23, 2026

At KELLVA, we are committed to providing a reliable, transparent, and convenient shipping experience for our customers worldwide.

This Shipping Policy explains our order processing times, delivery estimates, shipping charges, tracking procedures, and how we handle shipping delays, lost packages, damaged deliveries, and other shipping-related concerns.

Please review this policy before placing an order through our official website, https://kellva.com.

1. Scope & Agreement

This Shipping Policy applies to all orders placed directly through kellva.com ("KELLVA," "we," "us," or "our").

By placing an order, customers acknowledge that they have been provided with access to this policy.

This policy should be read alongside our Cancellation, Return & Refund Policy, Terms of Service, and Privacy Policy.

Nothing in this policy excludes, restricts, or modifies any mandatory consumer rights or remedies under applicable law.

2. Customer Support

For questions regarding shipping, delivery, tracking, or missing orders, customers may contact our official customer support team.

Email: support@kellva.com

Website: https://kellva.com

Customer support is provided through email.

When contacting us, please include:

  • Your full name.

  • Your order number.

  • The email address associated with your order.

  • Any relevant tracking information.

  • A description of your enquiry or concern.

We aim to respond to customer enquiries as promptly as reasonably possible.

3. Order Processing

3.1 Processing Times

Orders are processed once payment has been successfully received and verified.

Our standard order processing time is 2–4 business days.

Orders are processed Monday through Saturday. Orders are not processed on Sundays or applicable public holidays.

Processing time refers to the period required to prepare an order for dispatch and does not include shipping transit time.

3.2 Processing Delays

Although we make reasonable efforts to process orders within the stated timeframe, processing may occasionally be delayed due to:

  • High order volumes.

  • Promotional campaigns.

  • Inventory availability.

  • Payment verification.

  • Public holidays.

  • Unexpected operational disruptions.

Where material delays occur, KELLVA will make reasonable efforts to notify affected customers.

3.3 Order Verification

KELLVA reserves the right to perform reasonable verification checks to prevent fraudulent transactions and unauthorized purchases.

If additional verification is required, we may contact the customer before processing the order.

Orders reasonably determined to be fraudulent may be cancelled, with refunds issued as appropriate under applicable law.

4. Shipping Destinations

4.1 Worldwide Shipping

KELLVA offers international shipping to supported destinations worldwide.

Shipping availability is subject to applicable destination restrictions, carrier availability, and other relevant limitations.

4.2 Shipping Restrictions

Certain countries, territories, or remote locations may not be eligible for delivery.

If an order cannot be fulfilled to the selected destination, KELLVA will notify the customer and provide an appropriate resolution, including a refund where required.

5. Shipping Costs

5.1 Shipping Charges

Shipping charges are calculated and displayed at checkout before payment is completed.

Shipping costs may vary depending on the customer's delivery destination, order contents, selected shipping method, and applicable promotional offers.

The shipping fee shown at checkout forms part of the total amount payable for the order.

5.2 Free Shipping Promotions

KELLVA may occasionally offer free or discounted shipping on qualifying orders.

Promotional shipping offers may be subject to minimum purchase values, geographic restrictions, or other disclosed eligibility conditions.

5.3 Additional Services

Optional delivery services, including expedited shipping where available, may incur additional charges.

Any applicable charges will be disclosed before the customer confirms their purchase.

6. Estimated Delivery Times

6.1 Standard Delivery Estimates

Our estimated shipping transit times are:

Destination Estimated Shipping Time
United States 7–15 business days
Australia 7–15 business days
United Kingdom 7–15 business days
Canada 7–15 business days
European Union 7–15 business days
Other supported destinations 7–15 business days

Order processing takes an additional 2–4 business days.

The combined estimated processing and shipping timeframe is therefore approximately 9–19 business days, subject to applicable processing schedules, carrier operations, and delivery conditions.

6.2 Delivery Estimates

Shipping times are estimates and are not guaranteed delivery dates unless expressly stated otherwise.

Actual delivery times may vary depending on:

  • Customs inspections and clearance.

  • Carrier delays.

  • Severe weather conditions.

  • Public holidays.

  • International transportation disruptions.

  • Incorrect delivery information.

  • Remote delivery destinations.

  • Circumstances beyond our reasonable control.

6.3 Delays Beyond Estimated Timeframes

If an order exceeds its estimated delivery timeframe, customers should contact support@kellva.com.

KELLVA may investigate the shipment, request updates from the carrier, and provide available information to the customer.

Where delivery obligations are not met, customers retain any remedies available under applicable consumer protection law.

7. Order Confirmation & Tracking

7.1 Order Confirmation

Following a successful purchase, customers will generally receive an order confirmation email containing their order information.

Customers should review this information and promptly notify KELLVA of any errors.

7.2 Shipment Confirmation

Once an order has been dispatched, customers will generally receive a shipping confirmation email.

Where available, the email will include a tracking number or tracking link.

7.3 Tracking Updates

Tracking information may take time to become available after dispatch.

Shipping carriers may require additional time to register packages, conduct initial scans, and update their tracking systems.

Tracking updates may also be less frequent during international transit.

7.4 Tracking Assistance

If tracking information remains unavailable or unchanged for an unusually long period, please contact support@kellva.com.

Our support team may investigate the shipment and provide available updates.

8. Shipping Addresses

8.1 Customer Responsibility

Customers are responsible for providing accurate and complete shipping information during checkout.

This includes:

  • Recipient's full name.

  • Street address.

  • Apartment or unit number, where applicable.

  • City or suburb.

  • State or province.

  • Postal or ZIP code.

  • Country.

  • Relevant contact information.

Incomplete or incorrect details may result in delivery delays, failed delivery attempts, or returned packages.

8.2 Address Changes Before Dispatch

Customers may request shipping address changes before an order has been dispatched.

Requests should be emailed to support@kellva.com as soon as possible.

KELLVA will make reasonable efforts to accommodate changes, but cannot guarantee that a request can be completed once order processing is underway.

8.3 Address Changes After Dispatch

Once an order has been dispatched, shipping address changes may no longer be possible.

Customers may be directed to contact the delivery carrier if redirection services are available.

KELLVA cannot guarantee that a carrier will successfully redirect a shipment.

8.4 Incorrect Addresses

Where a parcel cannot be delivered because of materially incorrect or incomplete shipping information supplied by the customer, additional redelivery costs may apply.

Such costs will be communicated before redelivery is arranged.

Customers will not be charged additional fees where doing so would conflict with applicable consumer law.

9. Failed Delivery Attempts

9.1 Delivery Attempts

Shipping carriers may attempt delivery more than once.

If delivery cannot be completed, the parcel may be held at a designated collection location or returned to the sender.

Customers should monitor tracking information and respond to relevant carrier notifications.

9.2 Uncollected Packages

If a parcel is held for collection, customers should collect it within the timeframe specified by the carrier.

Uncollected packages may be returned to the sender.

Where a package is returned because it was not collected, KELLVA may offer redelivery or another appropriate resolution.

9.3 Redelivery Charges

Reasonable additional shipping charges may apply where redelivery is necessary because of customer-provided address errors or failure to collect a parcel.

Any applicable charges will be communicated before redelivery is arranged.

Mandatory consumer rights remain unaffected.

10. Shipping Delays

10.1 Unexpected Delays

Although KELLVA aims to deliver orders within the estimated timeframe, unexpected delays may occasionally occur.

These may result from circumstances including:

  • Carrier congestion.

  • Customs processing.

  • Severe weather.

  • Public holidays.

  • Transportation interruptions.

  • Other unexpected logistical disruptions.

10.2 Investigating Delays

Customers experiencing extended delays may contact support@kellva.com.

KELLVA may investigate the shipment through the relevant carrier and provide updates as information becomes available.

10.3 Significant Delays

Where an order experiences a substantial or unreasonable delay, KELLVA will assess the circumstances and provide appropriate assistance.

If KELLVA cannot meet an agreed or legally required delivery obligation, customers may be entitled to cancellation, a refund, or another remedy under applicable law.

10.4 Time-Sensitive Purchases

Customers are encouraged to allow additional delivery time when purchasing products for special occasions, travel, or holidays.

Unless expressly guaranteed, shipping estimates should not be treated as commitments to deliver on a particular date.

11. Lost or Missing Packages

11.1 Reporting a Missing Order

If an order has not arrived within the expected delivery period, customers should contact support@kellva.com.

Please provide:

  • Order number.

  • Delivery address.

  • Tracking number, if available.

  • A brief description of the issue.

11.2 Shipment Investigations

KELLVA reserves the right to conduct a reasonable investigation into reports of missing shipments.

This may involve reviewing:

  • Carrier tracking records.

  • Shipping confirmations.

  • Delivery status information.

  • Proof-of-delivery records.

  • Relevant customer communications.

  • Other available shipping evidence.

11.3 Confirmed Lost Shipments

Where a shipment is confirmed to be lost before successful delivery, KELLVA will provide an appropriate resolution.

Depending on the circumstances and applicable consumer law, this may include a replacement shipment or refund.

KELLVA will not transfer responsibility for losses to customers where the merchant remains legally responsible.

12. Packages Marked as Delivered

12.1 Delivery Confirmation

Shipping carriers may record a parcel as delivered based on their delivery procedures.

Delivery tracking, photographs, and other carrier records may be used to assess whether delivery was completed.

12.2 Delivered but Not Received

Where a parcel is marked as delivered but the customer reports non-receipt, KELLVA may conduct an investigation.

We may request reasonable supporting information and review available evidence.

Customers are encouraged to check appropriate nearby locations and any available carrier delivery instructions.

12.3 Investigation & Resolution

KELLVA will assess delivery disputes based on available information and the applicable legal requirements.

A package being marked as delivered does not automatically eliminate any statutory obligations that KELLVA may have.

12.4 Suspected Theft

Where package theft is suspected, customers may be advised to notify the carrier or relevant local authorities.

KELLVA will review the circumstances and provide any remedy required under applicable law.

13. Damaged, Defective or Incorrect Deliveries

13.1 Reporting a Problem

Customers who receive damaged, defective, incomplete, or incorrect orders should contact support@kellva.com as soon as reasonably possible.

Please include:

  • Order number.

  • Description of the issue.

  • Photographs of the affected product, where practical.

  • Photographs of damaged packaging, where relevant.

  • Other reasonably necessary supporting information.

13.2 Verification

KELLVA reserves the right to request reasonable photographs, video, or written information to investigate the reported problem.

Customers will be provided with a reasonable opportunity to submit relevant evidence.

13.3 Resolution

Where a product is confirmed to be damaged, defective, or incorrectly supplied, KELLVA will provide an appropriate remedy in accordance with applicable law.

This may include repair, replacement, or refund.

13.4 Return Shipping

Where return shipping costs must legally be covered because of a defective, damaged, or incorrectly supplied product, KELLVA will cover or reimburse reasonable costs.

Ordinary voluntary returns are governed by our Cancellation, Return & Refund Policy.

14. International Customs, Duties & Taxes

14.1 Customs Clearance

International shipments may be subject to customs inspections, import procedures, or destination-specific clearance requirements.

Such procedures may affect delivery times.

14.2 Import Duties & Taxes

Depending on the delivery destination, international orders may