Frequently Asked Questions

Frequently Asked Questions (FAQ) at Kelvaros

Here you will find answers to the most common questions regarding our products, shipping, and service.

1. How do I place an order?

Browse through our products, select your desired options, and click "Add to Cart." Then simply follow the steps to checkout. Once completed, you will immediately receive a confirmation email from us.

2. How long does shipping take?

We typically process and ship orders within 1–3 business days. The estimated delivery times are:

  • Germany: 2–4 business days
  • Europe: 3–4 business days
  • USA: 3–4 business days
  • Worldwide: 6–12 business days
3. How can I track my order?

As soon as your order leaves our warehouse, you will receive an email with your personal tracking number. You can use the link provided in the email to check the status of your package at any time.

4. What if the tracking isn't working?

Please be patient. After receiving your tracking number, it can take up to 24–48 hours for the shipping carrier to update the initial status. If nothing has changed after 4 business days, please contact us.

5. Changing or canceling an order

If you notice a mistake or wish to cancel your order, please email us within 12 hours of placing the order. Because we process and ship quickly, changes are often not possible after this timeframe.

6. What payment methods do you accept?

We offer a wide variety of secure payment methods through Shopify Payments. We accept all major Credit Cards (Visa, Mastercard, American Express), PayPal, Shop Pay, Apple Pay, and Google Pay. You can choose your preferred method securely at checkout.

7. How secure is my personal data and payment?

Security and buyer protection are our top priorities at Kelvaros. Our entire website utilizes advanced SSL encryption to protect your personal data. Furthermore, all payments are processed through industry-leading, highly secure gateways (like PayPal and Shopify Payments), ensuring we never see or store your sensitive credit card or bank details.

8. What is your return and refund policy?

We offer a 14-day Right of Withdrawal with free return shipping for items that are completely unused, unsealed, and in their original packaging. However, to guarantee the safety and cleanliness of our products, we strictly cannot accept returns on used hygiene or cleaning items (such as automated litter boxes, robot vacuums, and grooming tools) once they have been unsealed or used. Please review our full Refund Policy for details.

9. What do I do if my item arrives damaged?

If a product arrives damaged, please contact us immediately with photos of the damage. We will promptly send you a free replacement or refund the purchase price.

10. Is there a warranty?

Yes. In addition to the mandatory 24-month statutory legal guarantee required by EU law, we offer a voluntary 12-month manufacturer warranty on Kelvaros products. You can find more details in our Warranty Policy.

11. How can I contact customer service?

Our support team is always happy to help you:

12. Do you ship internationally?

Yes, we ship to many countries across Europe and internationally. You can find more detailed information regarding shipping zones and costs in our Shipping Policy.

13. What happens if my package gets lost?

You bear absolutely no risk. If your package is lost in transit, Kelvaros will handle the investigation with the courier and will either send you a replacement or issue a full refund.