Order Processing

After payment confirmation and any necessary order verification, orders are normally prepared within 2–4 business days.

During holidays, promotional periods, product launches, or periods of unusually high order volume, processing may require up to 5 business days.

Business days generally exclude Saturdays, Sundays, and applicable public holidays.

Processing time and carrier transit time are separate periods.

Estimated U.S. Delivery

For standard shipping to supported United States addresses, estimated carrier transit time is generally 10–15 business days after dispatch.

Your estimated total delivery time therefore includes both order processing time and carrier transit time.

Delivery estimates are expected time ranges and are not guaranteed arrival dates.

Weather, carrier disruptions, holidays, customs procedures where applicable, remote destinations, or circumstances outside our reasonable control may affect delivery times.

Shipping Charges

Available shipping methods and any applicable shipping charges are calculated and displayed during checkout, based on your delivery destination and the shipping services available for your order.

You will have the opportunity to review shipping charges and your final order total before submitting payment.

Fulfillment & Shipping Origin

Depending on inventory availability, product location, package requirements, and delivery destination, orders may be fulfilled from our facilities or designated fulfillment partners.

The physical shipping origin shown on your parcel may therefore differ from the registered business address of Hangzhou Zhenyao Cultural Media Co., Ltd.

Items from the same order may occasionally be shipped separately and may receive different tracking numbers.

Tracking Your Shipment

Once an order has been dispatched and tracking information becomes available, shipment details will normally be sent to the email address provided during checkout.

A carrier may require additional time after a shipping label is created before the first tracking movement appears.

The carrier used may vary depending on the product, fulfillment location, destination, and available shipping service.

Shipping Address Changes

Please review your name, street address, apartment or unit number, city, state, ZIP code, and contact details carefully before submitting your order.

If you discover an error after placing an order, contact service@kelmarixa.com as soon as possible.

We will make reasonable efforts to update the shipping address before fulfillment begins, but address changes cannot be guaranteed after processing, packing, or shipment preparation has started.

Reasonable reshipping costs may apply when an incorrect, incomplete, or undeliverable address supplied by the customer causes a parcel to be returned and shipped again.

P.O. Boxes, APO/FPO & U.S. Territories

Availability for P.O. boxes, APO/FPO addresses, and United States territories depends on the product, destination, and carriers available at the time the order is placed.

If an address is supported, an applicable shipping option will normally appear during checkout.

If no shipping option appears for your address, we may be unable to deliver that order to the location.

Delayed or Inactive Tracking

Temporary gaps in tracking updates may occur while a parcel moves between facilities, carriers, or shipping networks.

If tracking has not updated for an extended period or the shipment appears significantly delayed, contact us with your order number.

We will review the available shipment information and, where appropriate, work with the carrier or fulfillment provider to investigate.

Lost Shipments

If a package appears to have been lost while in transit, contact Kelmarixa™ customer support and provide your order number.

After the available tracking information and shipment circumstances have been reviewed, we will provide an appropriate replacement, refund, reshipment, or other reasonable solution where the loss is confirmed.

Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please first check:

• Your mailbox or usual delivery area
• Front, side, or rear entrances
• Household members
• Building reception or mailroom
• Neighbors
• The carrier, where appropriate

A carrier's “Delivered” tracking status does not automatically prevent us from reviewing a delivery claim.

If the package still cannot be located, contact us with your order number so the circumstances can be reviewed.

Damaged, Incomplete, or Incorrect Orders

Please contact us promptly if your order arrives damaged, incomplete, incorrect, or materially different from the product description.

Kelmarixa™ table lamps may include ceramic, glass, engineered stone, wood, metal, acrylic, linen, rattan, light-diffusing components, and other decorative materials.

Packaging may therefore vary depending on the size, weight, shape, materials, and construction of the individual lamp.

To help us review the issue, please provide:

• Your order number
• A clear description of the issue
• Photos or videos showing the product and issue
• A photo of the exterior packaging
• A photo of the shipping label

After an issue attributable to us has been reviewed and confirmed, we will provide an appropriate replacement, refund, reshipment, return, or other suitable solution without requiring you to bear additional costs caused by that confirmed error.

International Delivery & Import Charges

Kelmarixa™ primarily serves customers in the United States.

Where delivery to another destination is available, applicable shipping options will be displayed during checkout.

International destinations may impose customs duties, import taxes, brokerage fees, or similar charges.

Unless checkout clearly states that these charges are included, fees imposed by a government, customs authority, carrier, or broker are generally the recipient's responsibility.

Delivery Delays Outside Our Control

Although we work to provide realistic delivery estimates, some delays may occur because of circumstances outside our reasonable control.

These may include severe weather, carrier network disruption, customs procedures, transportation interruptions, natural disasters, public holidays, remote delivery locations, or other unexpected logistical events.

When a shipment is materially delayed, contact us and we will review the available tracking information and provide reasonable assistance.

Questions About Your Shipment

If you need assistance with processing status, tracking, delivery, a missing package, or another shipping-related matter, contact Kelmarixa™ customer support at:

service@kelmarixa.com

Please include your order number and a brief description of the shipping issue. We aim to respond within 24 hours.