Shipping Policy

SHIPPING POLICY

At Kaolate, we are committed to providing a reliable and seamless shopping experience. This Shipping Policy outlines the details of our shipping process, including delivery times, fees, and important terms. Please review this policy carefully before placing an order.

1. Shipping Carriers

We partner with trusted carriers to ensure your orders are delivered safely and on time. Our shipping partners include but are not limited to:

  • USPS
  • Yun Express
  • Yanwen Express
  • SDH Express

✅ Carrier Selection:

  • The carrier is selected based on your delivery location and the type of product being shipped.
  • We cannot accommodate specific carrier requests.
  • Our goal is to ensure timely and secure delivery.

🌍 Delivery Delays Beyond Our Control:
We are not responsible for delivery delays caused by:

  • Holidays
  • Severe weather conditions
  • Natural disasters
  • Customs processing delays
  • Other unforeseen circumstances

However, we will work with the carrier to resolve any issues promptly.

2. Business Days

A business day refers to any day except:

  • Saturdays and Sundays
  • Federal holidays
  • Days when banks are closed due to legal or governmental actions

Orders placed on weekends or holidays will be processed on the next available business day.

3. Order Processing Time

Orders typically require 3 to 5 business days to process before they are shipped. Processing time includes:
✅ Order verification
✅ Product customization and production
✅ Quality checks
✅ Packaging and shipment preparation

Note: Complex or large custom orders may require additional processing time.

4. Estimated Delivery Time

Estimated delivery time refers to the expected date you should receive your order. Typical delivery times are 12 to 17 business days after processing

Delivery times may vary due to:

  • Holidays
  • Weather conditions
  • Customs delays
  • Carrier performance

You will receive a tracking number once your order is shipped to monitor the delivery status.

5. Shipping Fees

We offer flat-rate shipping fees:

  • Standard Shipping: $5.99 per order

6. Shipping Destinations

We ship worldwide to most locations. However, we cannot ship to:
❌ APO/FPO addresses
❌ PO Boxes
❌ Military addresses

Please provide a valid physical address when placing your order. Incorrect or incomplete addresses may result in delivery delays or cancellation.

7. Order Tracking

Once your order is shipped, you will receive an email confirmation containing:
✅ Tracking number
✅ Tracking link to monitor delivery status

You can check your order status anytime using the provided tracking link.

8. Lost or Stolen Orders

If your order is lost in transit or marked as delivered but not received:

  • Contact us within 4 days of the estimated delivery date.
  • We will work with the carrier to investigate the issue.
  • If confirmed as lost, we will arrange a replacement or refund at no additional cost.

✅ Exceptions:

  • If the order is marked as delivered but you have not received it, we may request additional information (e.g., shipping address verification or contacting the local post office).

9. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

  • If the order is returned due to an incorrect address, additional shipping fees will apply:
    • $7 for domestic reshipping.
    • $10 for international reshipping.
  • If the package is not returned and marked as delivered, the customer will need to place a new order.
  • If your order is returned due to an incorrect address, we will contact you to arrange for reshipping.

10. Returned to Sender

Packages may be returned to us under the following circumstances:

  • Incorrect address
  • Failure to pay customs fees (for international orders)
  • Package left unclaimed
  • Refusal to accept delivery

If a package is returned to us, we will contact you to arrange for reshipping. Additional shipping fees may apply.

11. Delivered but Not Received

If your order is marked as “Delivered” but you have not received it:

  • Check around your property (e.g., porch, mailbox, front door).
  • Contact the carrier for additional details.
  • Check with neighbors in case of mistaken delivery.
  • If you are still unable to locate the package, contact us for assistance.

12. Damaged or Defective Products

We take pride in the quality of our products. If you receive a damaged or defective product:

  • Take clear photos of the damage or defect.
  • Email the photos and order number to [email protected] within 7 days of delivery.
  • We will evaluate the claim and arrange for a replacement or refund as appropriate.

✅ Replacement Policy:

  • If the product is out of stock, you will be offered a refund or a replacement of equal value.
  • Refunds will be processed within 3 to 10 business days after confirmation.

13. Customs and Import Duties

For international orders:

  • Customers are responsible for any applicable customs fees, import taxes, or duties imposed by the destination country.
  • We are not responsible for delays caused by customs clearance.
  • Failure to pay customs fees may result in your package being returned or destroyed.

14. Shipping Policy Exceptions

We are not responsible for shipping issues caused by:

  • Incorrect or incomplete shipping addresses.
  • Failed delivery attempts due to the absence of the recipient.
  • Natural disasters or weather conditions.

15. Customer Support

If you have any questions or need assistance, please contact us:

Headquarters (United States):

  • Address: 1942 Broadway St STE 314c Boulder, CO 80302, United States
  • Phone: ++1 (406) 503-3117
  • Email: [email protected]

By placing an order with Kaolate, you confirm that you have read and agreed to this Shipping Policy. Thank you for shopping with us!

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