KELSVORA™ | Operated by Hangzhou Xuxiantuan Network Technology Co., Ltd. | Registered Address: Room 113, South Building, No. 2-1, Wujiamen, Xinggongtang Village, Liangzhu Street, Yuhang District, Hangzhou City, Zhejiang Province, China | Legal Representative: Wang Xuean | Email: service@kelsvora.com
Effective date: September 30, 2026
1. Shipping Overview
This Shipping Policy describes order preparation, dispatch, transit, tracking, delivery issues, and customer responsibilities for KELSVORA™ orders. Delivery options and any applicable shipping charges are displayed before an order is submitted. Available services may vary by destination, product dimensions, carrier capacity, and legal restrictions.
2. Order Review and Dispatch
Orders are checked for item availability, address completeness, and fulfillment requirements before dispatch. Processing occurs separately from carrier transit. An estimated dispatch status may appear in the order confirmation or subsequent service message. Orders containing multiple products may be sent in separate parcels when this helps protect the products or improve fulfillment.
We may contact the customer before dispatch if an address appears incomplete, a product becomes unavailable, or additional delivery information is required. A delayed response may postpone dispatch. If we cannot fulfill an item, we will explain the available resolution.
3. Standard Transit Estimate
Standard transit is generally 5–7 calendar days after dispatch. This period begins when the carrier accepts the parcel, not when the order is submitted. It is an estimated transit range rather than an unconditional arrival promise. Remote areas, local service limits, customs procedures, severe weather, public holidays, transportation disruption, and events outside reasonable control may extend delivery.
If a product page or destination-specific notice provides a different estimate, the estimate clearly shown for that product or destination will apply. Mandatory delivery rights under applicable law remain unaffected.
4. Shipping Confirmation and Tracking
When tracking is available, the shipping confirmation will include a tracking reference or access route. Carrier scans can take time to appear after dispatch and may not update at every transfer point. A tracking status marked as delivered is useful evidence, but it does not prevent a customer from reporting a genuine delivery problem.
Customers should monitor tracking and ensure that someone can receive the parcel when required. Delivery signatures, collection points, lockers, or local handoff practices depend on the carrier and destination.
5. Address Accuracy
Customers are responsible for entering a complete recipient name, street address, unit or building information, city, region, postal code, country, and reachable contact details. Contact service@kelsvora.com promptly if a correction is needed. We will try to update an address before dispatch, but a change cannot be assured after fulfillment has started or after the parcel enters the carrier network.
If a parcel is delayed or returned because the address supplied by the customer was incomplete or incorrect, redelivery or return-carrier costs may apply where lawful. No such cost will be assigned to the customer when the error originated with KELSVORA™ or its fulfillment provider.
6. International Delivery, Customs, and Local Charges
International parcels may be reviewed by destination authorities. Customs processing times are outside our direct control. Duties, import taxes, or handling charges may arise under local rules and will be handled as disclosed before order submission or as required by applicable law. Customers should review local import restrictions before ordering. We may decline shipment where a product cannot lawfully or safely enter the destination.
7. Delayed Tracking or Late Parcels
If tracking has not changed for an unusual period or the parcel has not arrived after the stated estimate, email service@kelsvora.com with the order reference and tracking details. We will review the carrier record and, where appropriate, open an investigation. Carrier investigations vary by route and may require confirmation from the recipient.
Customer support inquiries are reviewed and answered within 3 business days. This is the response period for the inquiry; a carrier investigation may require additional time. We will communicate material updates and provide a suitable remedy if the parcel is confirmed lost, subject to applicable law.
8. Lost, Misdelivered, or Stolen Parcels
For a parcel marked delivered but not found, customers should first check the delivery location, household members, building reception, safe-place areas, and nearby carrier collection points. If the parcel remains missing, contact us promptly. We may ask for a written confirmation of non-receipt and may coordinate with the carrier.
If a parcel is confirmed lost or misdelivered before lawful delivery to the customer, KELSVORA™ will offer an appropriate remedy, such as replacement or refund, consistent with stock availability and consumer law. Responsibility for goods and transfer of ownership will be determined by the delivery arrangement and mandatory law; nothing in this policy shifts carrier risk to a consumer earlier than the law allows.
9. Damaged Parcels, Incorrect Items, and Missing Contents
If a parcel arrives visibly damaged, photograph the outer packaging, shipping label, internal protection, and affected item where reasonably possible. For an incorrect item or missing contents, identify what was expected and what arrived. Send the information to service@kelsvora.com so we can assess the issue and arrange the appropriate remedy.
Customers should not discard packaging needed for a carrier review until our team confirms that it is no longer required. We will not demand materials that have already been reasonably discarded before the issue became apparent.
10. Split Shipments
Items from one order may arrive separately. Each parcel may have its own tracking reference and delivery date. A partial delivery is not automatically evidence that the remaining item is missing. Review all dispatch notices before reporting missing contents, and contact us if an expected parcel has no update after its estimated transit range.
11. Refused, Unclaimed, and Undeliverable Parcels
A refused or unclaimed parcel may be returned by the carrier. We will review it after receipt and contact the customer regarding available next steps. Additional shipping or carrier return costs may apply when the customer knowingly refused an accurately fulfilled shipment or did not collect it, but only where disclosed and lawful. Costs will not be assigned where refusal was reasonable because the shipment was visibly damaged, incorrect, or otherwise nonconforming.
12. Returns and Designated Locations
Shipping a return requires prior authorization under the Return Policy. The return instructions and designated return location are supplied after authorization. The registered address at the top of this policy is not automatically a merchandise return location. Sending an item there without written direction may delay its identification and review.
13. Contact and Policy Updates
Questions about dispatch, tracking, or delivery may be sent to service@kelsvora.com. Include the order reference, recipient name, and a concise description of the issue. We may revise this policy to reflect carrier, operational, or legal changes. The shipping terms presented when an order is submitted will normally apply to that order unless mandatory law requires a different result.