ORDER PROCESSING, Shipping, Returns, and Related IssueS

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2023 ORDER PROCESSING TIMES

We are grateful for the overwhelming interest and support in KLEIO. We are a small business that creates handcrafted sensory history experiences. 

Due to increased order volume, order processing times are running approximately eight to 10 business days from the order date. This is subject to change based on order volume. 

We deeply appreciate your patience. For questions, please contact our KLEIO Client Care team at care@KLEIO.global. 

NEW: EXPRESS ORDER PROCESSING

We are piloting a new express order processing option that allows customers to expedite their orders by paying an additional fee. If you select the EXPRESS option, your order will be processed within two business days of the order date and shipped via USPS or UPS (we use both carriers to ensure the fastest and most optimal rates). This option will be listed at checkout, along with our standard shipping rates. The EXPRESS option applies to all order value increments.

Please note that the EXPRESS option is only available to destinations in the contiguous US. Orders will be shipped standard via USPS or UPS (typically arrives within 2-5 business days, depending on location, once shipped). We ship from Massachusetts.

For questions, please contact our KLEIO Client Care team at care@KLEIO.global. 

DELIVERY REGION & DELIVERY CARRIERS

At this time, KLEIO delivers its products in the United States, Canada, and the United Kingdom, delivering its products primarily through the United States Postal Service (USPS) and United Postal Service (UPS). However, KLEIO will make provisions to use other Delivery Carriers at customer request and expense, if necessary. For questions, please contact our KLEIO Client Care team at care@KLEIO.global immediately after purchasing your item(s). 

The Customer will receive its products 45 days maximum after receiving the order confirmation email. There will be no order delivered if payment is not complete.

The Customer will receive email confirmation once the Delivery Carrier has intercepted the ordered products and will receive a delivery tracking number that will provide access to delivery updates and anticipated delivery timeline. 

Please note that KLEIO is not responsible for Delivery Carrier activity. Once the package is supplied  to the Delivery Carrier (e.g., USPS, UPS, etc.), KLEIO no longer controls the package. KLEIO is not responsible for contacting the Delivery Carrier to obtain shipping updates, delivery timelines, or to correct delivery information (e.g., update delivery instructions). The Customer assumes complete responsibility once a tracking number has been issued and delivered via email. 

KLEIO will make every attempt to notify Customers of any anticipated shipping delays due to Delivery Carrier events or backlog (e.g., excessive shipping volume during holiday period).

SHIPPING COSTS

Contiguous USA (Lower 48)

• Contiguous USA (Lower 48) - Product orders totaling $98 and less will receive a flat-rate shipping fee, based on shipping zone, added to the total cost of the order at checkout.
• Orders totaling $99 and more will receive free shipping in the contiguous USA. 

Hawaii and Alaska

• Hawaii, Alaska - Orders shipped to HI and AK will receive a flat-rate shipping fee, based on weight class, added to the total cost of the order at checkout. 

Canada and the United Kingdom

• Canada and the United Kingdom - Orders shipped to Canada and the United Kingdom will receive a flat-rate shipping fee, based on weight class, added to the total cost of the order at checkout. 
• Please note that KLEIO is not responsible for any import fees issued during the customs process. You may be asked to pay additional fees by customs officials before receiving your package. 
• We realize that international shipping can be costly for heavier items like candles. That's why KLEIO is covering up to 20% of the shipping costs to destinations in Canada and the United Kingdom. This partial subsidy is currently reflected in the flat-rate fee issued at checkout. 

Please direct questions to KLEIO Client Care at care@KLEIO.global. We are happy to assist you.

SUMMER SHIPPING

Between June 1 and September 15, KLEIO will observe its summer shipping policy. To ensure your candles arrive to their destination in their intended form, KLEIO will ship items on Mondays, Tuesdays, and Wednesdays only between June 1 and September 15. This prevents candles from sitting and potentially melting in sweltering mail warehouses over the weekend hours. 

We encourage Customers to monitor their tracking details regularly to prevent their package from sitting in hot conditions when delivered to the destination.

If a Customer receives a candle that has experienced substantial melting due to hot shipping conditions, KLEIO will issue the Customer a $15 store credit to use in a future purchase. Please email care@KLEIO.global with a photo when delivered (candle must be unused).

RECEIVING THE PRODUCTS

When in receipt, the Customer must verify the state and correctness of the order. If there are concerns or discrepancies, please contact KLEIO Client Care at care@KLEIO.global.

DAMAGED ITEMS

If the Customers finds the product(s) damaged from delivery or the order incorrect, the Customer must contact KLEIO’s Client Care team at care@KLEIO.global within 7 days following the delivery of the products. 

For damaged orders, please include a photo of the unused damaged product(s). A member of the KLEIO Client Care team will coordinate the reimbursement or replacement of the damaged item.

RETURNS & EXCHANGES

KLEIO endeavors to provide the best home fragrances possible. Each candle vessel is hand finished, requiring individual attention to produce a totally unique product. We appreciate that purchasing a candle online denies you the opportunity to smell each fragrance before purchase. We have made every attempt to describe the fragrance notes as accurately as possible to ensure Customers feel confident in their purchasing decisions. 

If you are unsure about what to purchase or have any questions or concerns before ordering from KLEIO, please connect with our KLEIO Client Care team at care@KLEIO.global. We are happy to assist you. 

We want to make every attempt to ensure you are happy with your purchase and would like to address concerns if you have them. Please contact our KLEIO Client Care team at care@KLEIO.global to connect with an associate. We will not issue refunds or exchanges for the following reasons:

• Customer did not like the fragrance.
• Customer did not like the appearance of the candle vessel or packaging.
• Customer claims candle burning hours were not aligned with site claims (i.e., environmental conditions vary from home to home, region to region).

LOST OR STOLEN ITEMS

Should you find your item lost or stolen after delivery, the most appropriate and helpful source of information is your tracking number, which is included in your shipping confirmation supplied via email, and your local USPS branch office (or other Delivery Carrier if used). Please contact your local USPS branch or UPS and give them the tracking number for more information.

If an order is marked as "Delivered" but you have not received it, please follow these steps: 1. Verify the shipping address is correct. 2. Check with anyone who may have picked up the package (roommate, family member, neighbor, etc.). 3. Call or take the tracking number to your local USPS branch or UPS for more information. 

While we regret the circumstance, KLEIO is not responsible for packages that have been stolen or otherwise lost. Please do connect with our KLEIO Client Care team at care@KLEIO.global should you have any questions.

INCORRECT ORDER CLAIMS POLICY

At KLEIO, we are committed to ensuring every order is accurate. However, if you should receive an incorrect order, please send the following information to our KLEIO Client Care team at care@KLEIO.global. 

• Your full name and email address used for the order.
• The item(s) you believe are missing or incorrect.
• A photo showing ALL of the following: the items you received, all boxes and packaging, your packing slip with the order number clearly visible. 

If we have made an error, we will correct it right away; however, a full photo is required to process any claims. Thank you for your cooperation, understanding, and patience.

RETURNED ORDERS OR INCORRECT SHIPPING ADDRESS

Please verify that your shipping address is correct before placing your order. We are not responsible for items shipped to an incorrect address due to customer error. If you have concerns and wish to connect with a KLEIO Client Care associate, please email care@KLEIO.global. 

If packages are returned to us intact (i.e., no damage), we will charge shipping costs to resend packages that have been returned to us for any other reason. We are not responsible for orders that melt or are otherwise damaged due to being returned to us by USPS or UPS.

QUESTIONS?

Please contact the KLEIO Client Care team at care@KLEIO.global. An associate will respond within two business days.