Shipping Policy

Last updated: September 10, 2026

We offer free standard shipping on every eligible U.S. order. Below you’ll find details about where orders ship from, delivery estimates, tracking and help with delivery issues.

1. Order Processing

Order cutoff: 2:00 PM Eastern Time, Monday–Friday.
Handling time: 1–3 business days.
Business days: Monday–Friday, excluding U.S. public holidays.

Orders placed before the cutoff begin processing that business day. Orders placed after the cutoff, on weekends or on U.S. public holidays begin processing the next business day.

During handling, our fulfillment partners prepare your order for dispatch.

2. Transit & Delivery Times

Stage	Estimated time
Order handling	1–3 business days
Transit after dispatch	6–11 business days
Total delivery	7–14 business days from when processing begins

These are estimates, not guaranteed arrival dates. Weather, customs processing, carrier disruptions and holiday periods can affect delivery.

If you need an item by a particular date, contact us before ordering.

3. Order Fulfillment & Shipping Origin

Kelmera is a U.S.-based business located in Brooklyn, New York. Our products are fulfilled and dispatched through international logistics partners outside the United States.

Our Brooklyn address is our business contact address. It is not a warehouse or dispatch location, and the shipping origin shown on your parcel may differ from that address.

The delivery estimates above include order handling and international transit to your U.S. delivery address.

4. Shipping Locations

We deliver to residential and business addresses in all 50 United States and Washington, DC, including Alaska and Hawaii.

We do not deliver to:

P.O. Boxes.
APO, FPO or DPO military addresses.
U.S. territories, including Puerto Rico, Guam, American Samoa, the Northern Mariana Islands and the U.S. Virgin Islands.
Destinations outside our supported U.S. delivery area.

Please check that your address is eligible before ordering. If you are unsure, contact us.

5. Shipping Costs

Standard shipping is free on every eligible order, with no minimum purchase or discount code required.

We do not add handling, weight or oversize shipping surcharges. All prices are in U.S. dollars. Any applicable U.S. sales tax is calculated and displayed at checkout before payment.

6. Customs & Import Charges

Because orders ship internationally, parcels may pass through customs before reaching you.

Kelmera covers applicable import duties and customs charges. You will not be asked to pay these charges at delivery.

If a carrier requests an unexpected customs payment, contact hey@kelmera.com with your order number and a copy of the request before paying, so we can investigate.

7. Carriers & Order Tracking

Final delivery is handled by USPS, UPS, FedEx or DHL, depending on the delivery route. Your tracking information identifies the carrier handling your parcel.

We send a dispatch notification when your order ships and email the tracking details within 48 hours of dispatch. Carrier tracking updates may take up to 48 hours to appear.

You can follow your parcel on our Track Your Order page. Contact us if tracking remains unavailable or your estimated delivery window has passed.

8. Processing & Delivery Delays

If we cannot dispatch your order within the stated handling time, we will contact you with a revised estimate and offer you the choice to accept the delay or cancel for a full refund.

If we cannot obtain any consent required by applicable law, we will cancel and refund the unshipped order.

If your parcel has shipped but has not arrived within the estimated delivery window, email us with your order number. We will investigate with our fulfillment partner and carrier and explain the next steps.

A carrier investigation does not remove any refund rights you have under applicable law.

9. Address Changes & Cancellations

Before dispatch

Check your delivery address carefully when ordering. If you need to correct it or cancel your order, email hey@kelmera.com with your order number as soon as possible.

Orders canceled before dispatch receive a full refund.

After dispatch

Once your parcel has shipped, we cannot guarantee an address change or stop delivery. Contact us for assistance.

If you no longer want the order, follow our Return & Refund Policy after it arrives. Change-of-mind returns require international return postage at the customer’s expense.

10. Missing or Undelivered Parcels

Tracking shows “Delivered,” but the parcel is missing

Check safe delivery locations, household members, neighbors and building management. If you still cannot locate the parcel, contact us promptly.

We will review the delivery details with the carrier. A delivered tracking scan alone does not establish what happened to a missing parcel.

The parcel is lost before delivery

If non-delivery results from our error or the carrier losing, damaging or disposing of the parcel before delivery, we will arrange a replacement or full refund.

The parcel is returned because delivery could not be completed

Contact us to arrange a product-price refund or another delivery attempt. We do not deduct undisclosed original-shipping or return-handling fees. Any optional redelivery charge will be quoted for your agreement before resending.

11. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, wrong, incomplete or materially different from its description, email us within 14 days of delivery.

Include:

Your order number and a description of the issue.
Clear photographs of the item, where possible.
Photographs of the packaging and shipping label, if available.

Contact us even if packaging photographs are unavailable. You may choose a replacement, replacement part or full refund, and Kelmera covers the associated shipping costs.

See our Return & Refund Policy for the full process. These reporting instructions do not limit your rights under applicable law.

12. International Returns

Approved returns are sent to an international return facility outside the United States. The exact return address and shipping instructions are provided after your Return Authorization is approved.

Change of mind: You pay international return postage.
Damaged, defective, incorrect, incomplete or misdescribed items: Kelmera covers the required return shipping.

Do not send returns to our Brooklyn business address or the sender address printed on your parcel. Request authorization first and follow the instructions we provide.

Read our Return & Refund Policy for eligibility, deadlines and refund details.