Shipping Policy
This Shipping Policy applies to orders placed through kltena.com. Please review this policy carefully before placing an order.
1. Shipping Coverage
We currently provide worldwide shipping services. Delivery availability for certain countries or regions may be limited or unavailable due to local laws, carrier restrictions, customs requirements, logistical limitations, force majeure events, or other operational reasons. If we are unable to ship to your destination after an order is placed, we will notify you and arrange an appropriate solution.
2. Order Processing Time
Orders are usually processed within 1–4 business days after payment is successfully completed. Business days do not include weekends or public holidays. Processing time refers to the time needed for order verification, picking, packing, quality checks, and transfer to the shipping carrier. During peak seasons, promotional periods, holidays, severe weather, or other exceptional circumstances, processing may take longer than usual.
3. Shipping Methods and Carriers
We work with third-party logistics providers and shipping carriers to fulfill and deliver orders, which may include DHL, FedEx, UPS, USPS, Australia Post, local postal operators, or other regional delivery partners depending on the destination, package size, and operational arrangement. The carrier used for a specific shipment will be determined based on actual logistics needs, route availability, and shipping efficiency. In some cases, final delivery may be completed by a local last-mile delivery partner.
4. Shipping Fees
Shipping charges are calculated based on the delivery region and will be displayed at checkout where applicable. Our current standard shipping fees are as follows:
Europe: EUR 9.99
United States: EUR 14.99
Australia: EUR 16.99
Rest of the World: EUR 19.99
Free standard shipping is available for qualifying orders as follows: Europe on orders over EUR 79.00, United States on orders over EUR 99.00, Australia on orders over EUR 119.00, and Rest of the World on orders over EUR 139.00. The final shipping amount shown at checkout will control. Remote areas, islands, or locations requiring special handling may be subject to additional charges.
5. Estimated Delivery Time
Estimated shipping times begin after the order has been processed and dispatched. Delivery estimates are for reference only and are not guaranteed. Current estimated transit times are as follows:
Europe: 7–12 business days
United States: 8–15 business days
Australia: 10–18 business days
Rest of the World: 12–22 business days
Actual delivery times may be affected by customs clearance, flight schedules, local carrier operations, weather conditions, address accuracy, force majeure events, peak season congestion, or other factors beyond our reasonable control.
6. Order Tracking and Delivery Confirmation
Once your order has been shipped, we will generally send shipping confirmation and tracking information to the email address provided at checkout, if tracking is available for the selected shipping method. Tracking updates may take some time to appear after dispatch. Customers are responsible for monitoring shipment progress and ensuring that the delivery address, phone number, and other shipping details provided at checkout are accurate and complete.
7. Delivery, Signature, and Failed Delivery Attempts
Some shipments may require a signature upon delivery depending on the carrier, order value, destination, or local delivery practice. Whether a signature is required is determined by the carrier or shipping service used. Once a parcel is marked as delivered by the carrier to the address provided by the customer, or signed for where applicable, the shipment will generally be treated as delivered. If delivery fails because of an incorrect or incomplete address, recipient unavailability, refusal to accept the parcel, failure to respond to carrier contact, or failure to complete local pickup or customs requirements, additional shipping, storage, return, or redelivery charges may apply.
8. Damaged, Lost, or Problem Deliveries
Please inspect your parcel as soon as possible after delivery. If your package or item arrives visibly damaged, incomplete, or incorrect, you must contact us within 48 hours after delivery. Please send your order number, a brief description of the issue, and clear supporting photos of the item, packaging, shipping label, and any visible damage to support@kltena.com. Failure to notify us within this timeframe may affect our ability to investigate the issue with the carrier or provide an appropriate resolution. If a parcel appears lost in transit or shows delivery issues, please contact us promptly so we can review the matter with the relevant carrier.
9. Customs Duties, Import Taxes, and Other Charges
Customs duties, import taxes, VAT/GST, brokerage fees, clearance fees, and any other charges imposed by the destination country or region are entirely the responsibility of the customer. These charges are not included in the product price or shipping fee unless explicitly stated at checkout. Customs authorities may delay delivery for inspection or clearance, and such delays are outside our control. If a shipment is refused because the customer declines to pay applicable customs or related charges, any return-related fees, carrier charges, customs handling fees, or losses incurred may be deducted from any refund where permitted by applicable law.
10. Order Cancellation and Related Policy
You may request to cancel your order free of charge within 72 hours after placing the order, provided the order has not yet been shipped. If the order has already been shipped, or if more than 72 hours have passed after the order was placed, the cancellation request can no longer be treated as a free order cancellation. In such cases, the matter will be handled in accordance with our applicable Return & Refund Policy. If you need help with a cancellation or shipping-related question, please contact us via support@kltena.com or +1 (307) 289-4769.