Shipping policy
1. Shipping Areas
We currently ship to Canada only. We do not ship to other countries at this time.
2. Processing Time
All orders are processed within 1-4 business days (Monday-Friday, excluding holidays) after payment confirmation. Orders placed after 12 PM EST will be processed the next business day.
3. Shipping Methods and Delivery Times
We offer the following shipping options:
Standard Shipping (FREE on all orders)
.Delivery Time: 7-10 business days
.Cost: FREE
.Carrier: Canada Post or equivalent carrier
.Tracking: Provided for all orders
4. Shipping Costs
There are no additional shipping charges at checkout. The price you see is the total price you pay.
5. Order Tracking
Once your order ships, you will receive a shipping confirmation email with:
.Tracking number
.Carrier information
.Estimated delivery date
.Link to track your package
You can also track your order by logging into your account on our website.
6. Delivery Address
Please ensure your shipping address is complete and accurate. We are not responsible for packages shipped to incorrect addresses provided by the customer.
Address Guidelines:
.Include apartment/suite numbers
.Use proper street abbreviations
.Include postal code
.Provide a daytime phone number for delivery issues
7. Shipping Delays
While we make every effort to deliver within estimated timeframes, the following may cause delays:
.Customs clearance (though minimal for Canada shipments)
.Carrier delays
.Weather conditions
.Holidays
.Incorrect shipping information
We will notify you if there are significant delays with your order.
Provincial Variations
Delivery times may vary by province:
.Ontario, Quebec: 5-7 business days
.Western Provinces (BC, AB): 7-10 business days
.Atlantic Provinces: 8-10 business days
.Northern Territories: 10-14 business days
8. Shipping Restrictions
We cannot ship to:
.PO Boxes (requires street address)
.APO/FPO addresses
.Freight forwarding companies
.Addresses outside Canada
9. Undeliverable Packages
If a package is returned to us as undeliverable, we will:
1. Contact you to update the shipping address
2. Offer to reship at an additional cost (you pay reshipping fee)
3. Process a refund minus original shipping costs
Common reasons for undeliverable packages:
.Incorrect address
.Unclaimed at delivery location
.Failed delivery attempts
.Restricted delivery area
10. Lost or Stolen Packages
If your tracking shows "Delivered" but you haven't received your package:
1. Check with household members and neighbors
2. Look around your property (porch, garage, etc.)
3. Contact your local post office
4. If still missing after 48 hours: Email us at support@kelvc.com
We will open an investigation with the carrier. Most investigations take 7-10 business days.
11. Damaged During Shipping
If your package arrives damaged:
1.Do not discard any packaging materials
2.Take photos of the damaged package and product
3.Contact us within 48 hours of delivery
4.We will arrange a replacement or refund
12. Multiple Item Orders
All items from the same order are shipped together in one package. We do not split shipments unless specifically requested (additional fees may apply).
13. Holiday Shipping Schedule
During holiday periods, please allow additional processing and delivery time:
.Christmas Season (Dec 1-31): Add 3-5 business days
.Black Friday/Cyber Monday: Add 2-3 business days
.Statutory Holidays: No processing or delivery
14. Order Changes After Shipping
Once an order has shipped, we cannot:
.Change the shipping address
.Add items to the order
.Cancel the order
You may need to refuse delivery or return the item according to our Refund Policy.
15. Carrier Partners
We work with reputable carriers including:
.Canada Post
.UPS
.Purolator
.Other regional carriers as needed
The carrier is selected based on your location for optimal delivery time and cost.
16. Shipping Insurance
All shipments include basic carrier insurance covering loss or damage during transit. For high-value orders, additional insurance may be applied automatically.
17. Environmental Commitment
We use eco-friendly packaging materials when possible:
.Recyclable cardboard boxes
.Paper packing materials
.Minimal plastic usage
18. Contact Information
For shipping inquiries, contact:
Email: support@kelvc.com
Response Time: 24-48 hours
Hours: Monday-Friday, 9 AM - 5 PM EST
Please include your order number in all communications.
Important Notes
1.Delivery Estimates: Delivery times are estimates, not guarantees. Actual delivery may vary based on carrier performance and external factors.
2.Signature Required: Some deliveries may require a signature. If you won't be home, consider shipping to your workplace or arranging carrier pickup.
3.Rural Areas: Deliveries to rural or remote areas may take longer than estimated.
4.Weather Delays: Severe weather conditions may impact delivery times across Canada.
We strive to provide reliable and transparent shipping to all our Canadian customers. Thank you for choosing kelvc !