Shipping Policy
At KAELIROAY, we aim to provide a clear and reliable shipping experience from the moment your order is placed until it reaches your door.
Our collection includes Jar Scented Candles, Pillar Scented Candles, Scented Tealight Candles, and other fragrance products. Where appropriate, candles and glass containers are carefully packaged with protective materials to help reduce the risk of damage during transit.
Order Processing
Orders are typically processed within 1–3 business days after payment is successfully confirmed.
Business days are Monday through Friday, excluding public holidays.
Order processing time is separate from carrier transit time. During peak sales periods, holidays, unusually high order volumes, inventory verification, fragrance collection launches, or other exceptional circumstances, processing may take slightly longer.
Certain candle products, especially glass jar candles or specially packaged fragrance products, may require additional preparation before dispatch.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.
Estimated Delivery Time
The estimated delivery time is generally:
7–20 business days after shipment
This estimated delivery period does not include the 1–3 business days required for order processing.
Delivery times may vary depending on:
- Shipping destination
- Carrier availability
- Customs inspections or clearance procedures
- Public holidays
- Weather conditions
- Peak shipping periods
- Remote delivery locations
- Local delivery restrictions
- Other circumstances outside our reasonable control
These delivery timeframes are estimates and do not constitute guaranteed delivery dates.
Shipping Methods and Costs
Available shipping methods and applicable shipping charges are displayed during checkout based on:
- Destination
- Product type
- Package size
- Order weight
- Products included in your order
Where promotional or free shipping is available, eligibility will be clearly displayed at checkout before payment is completed.
Some larger candle products, glass containers, or specially packaged fragrance items may require different shipping arrangements depending on the destination.
Packaging of Fragile Products
Some KAELIROAY products may contain:
- Glass candle containers
- Decorative candle surfaces
- Fragrance accessories
- Special packaging elements
- Other delicate product details
Where appropriate, these products are packaged using protective materials designed to help reduce movement, pressure, and impact during transportation.
Please handle your package carefully upon delivery and inspect your products as soon as reasonably possible after opening.
We recommend keeping the original packaging until you have confirmed that your order has arrived in satisfactory condition.
Tracking Your Order
When tracking is available, a shipping confirmation email containing your tracking number or tracking link will be sent to the email address provided during checkout.
Please allow some time for tracking information to become active after the shipping label has been created.
Depending on the carrier and destination, tracking information may update only when the package reaches specific transit or delivery checkpoints.
Delivery Delays
Although we work with logistics providers to deliver orders as efficiently as possible, occasional delays may occur due to circumstances outside our reasonable control, including:
- Carrier disruptions
- Customs inspections or clearance procedures
- Severe weather
- Transportation interruptions
- Public holidays
- Peak shipping periods
- Remote delivery locations
- Local delivery restrictions
- Unexpected logistics or customs delays
If your order has not arrived within the estimated 7–20 business day delivery period, please contact our customer support team. We will review the available tracking and shipping information.
Shipping Address Accuracy
Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.
Please carefully review your:
- Recipient name
- Street address
- Apartment or unit number
- City
- State or province
- Postal or ZIP code
- Country
- Contact information
If you notice an error after placing your order, please contact us as soon as possible.
We will make reasonable efforts to update the information before fulfillment, but we cannot guarantee that changes can be made once the order has entered processing or has already been shipped.
If an order is returned, delayed, or requires reshipment because of incomplete or incorrect delivery information provided by the customer, additional shipping charges may apply where permitted by applicable law.
International Orders
KAELIROAY ships to selected international destinations where delivery service is available.
International shipments may be subject to:
- Customs inspections
- Import duties
- Taxes
- Brokerage fees
- Clearance charges
- Other charges imposed by local authorities or carriers
Unless otherwise stated during checkout, such charges are generally the responsibility of the recipient.
KAELIROAY does not control customs processing times or charges imposed by local governments, customs authorities, or delivery providers.
Damaged Products During Shipping
Because some KAELIROAY products include glass containers, fragrance components, decorative details, or other delicate elements, we recommend inspecting your order promptly after delivery.
If your product arrives damaged, broken, cracked, leaked, or otherwise affected during transportation, please contact us as soon as reasonably possible.
To help us review your request, please provide:
- Your order number
- Clear photographs of the damaged product
- Photographs of the inner packaging
- Photographs of the outer shipping box
- A photograph of the shipping label
- A short video where helpful
Please do not discard the damaged product or packaging until our customer support team has reviewed the issue.
Depending on the circumstances and applicable policies, we may provide an appropriate resolution, such as a replacement, refund, or other available remedy.
Lost or Delayed Packages
If tracking information shows an unusual delay or your package cannot be located, please contact us so that we can review the available carrier information.
Where appropriate, we may assist with carrier inquiries or other available resolution procedures.
Investigations and resolutions may depend on the individual carrier’s policies and the specific circumstances of the shipment.
Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking:
- Your mailbox or usual delivery area
- Front, side, or rear entrances
- Building reception or mailroom
- Household members
- Neighbors
- The local delivery carrier
If you are still unable to locate the package, please contact us. We will review the available delivery information with you.
Split Shipments
In some cases, products from the same order may be shipped separately due to:
- Inventory location
- Product size
- Fragile-product packaging requirements
- Warehouse availability
- Fulfillment requirements
For example, multiple candle products from different collections may be shipped separately depending on inventory location or packaging requirements.
If your order is divided into multiple shipments, each package may have a separate tracking number and may arrive at different times.
You will not be charged additional shipping fees solely because we choose to split an order into multiple shipments.
Receiving Your Order
When receiving KAELIROAY scented candle products, we recommend:
- Opening the package carefully
- Avoiding sharp tools near glass containers
- Removing protective packaging slowly
- Handling candle jars and decorative details carefully
- Inspecting the product before disposing of the packaging
- Placing candles on a clean, stable surface before use
Please review product-specific candle care and safety instructions before burning.
Contact Us
If you have any questions regarding shipping, tracking, delivery, or a damaged shipment, please contact our customer support team:
Brand: KAELIROAY
Official Website: kaeliroay.com
Legal Entity:
Shenzhen Ruihua Technology Co., Ltd.
Unified Social Credit Code:
91440300MAE9RELT78
Registered Address:
Room 1403, Jihua Building, No. 6 South Second Lane, Changfa Middle Road, Bantian Community, Bantian Street, Longgang District, Shenzhen, China
Customer Support Email:
service@kaeliroay.com
kaeliroay.com is owned and operated by Shenzhen Ruihua Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, product information management, and related e-commerce activities.
When contacting us about an existing order, please include your order number and the email address used during checkout so that we can assist you more efficiently.
For damaged or fragile-product inquiries, including photographs of the product and packaging will help us review the situation more quickly.