FAQ

Orders

How do I know my order was placed?

After checkout, you should receive an order confirmation email at the email address used during purchase.

Can I change or cancel my order?

Contact us quickly at support@kelmoxi.com. We cannot promise edits or cancellations once processing has started.

I entered the wrong address. What should I do?

Email us right away at support@kelmoxi.com with your order number and correct address. If the order has already shipped, address changes may not be possible.

Can I order as a gift?

Yes. Enter the recipient’s shipping address at checkout. Gift notes are available only if shown at checkout.

Shipping

Where do you ship?

We currently ship to Canada, United States, United Kingdom, Germany, Netherlands, Australia, and New Zealand. Some products may have regional limits.

How long does shipping take?

Shipping times vary by location, carrier, and season. Orders are typically processed within 1 to 3 business days before shipping. After processing, estimated delivery times are:

Canada: 9 business days
United States: 8 business days
United Kingdom: 9 business days
Germany: 9 business days
Netherlands: 8 business days
Australia: 10 business days
New Zealand: 8 business days

Delivery times are estimates and may vary due to customs, carrier delays, holidays, weather, or high order volume.

Will I receive tracking?

Yes. When tracking is available, it will be sent by email after your order ships. Tracking may take 24 to 72 hours to update after the label is created.

Can my order arrive in separate packages?

Yes. Some orders may ship in multiple packages depending on product availability and shipping location.

Returns

What is your return window?

Eligible items may be returned within 30 days of delivery.

What condition must items be in?

Returned items must be unused, clean, undamaged, and in original packaging where possible. Items with pet hair, odor, stains, signs of wear, damage, or missing parts may not be eligible for return.

How do I start a return?

Email support@kelmoxi.com with your order number, reason for return, and photos if needed. Please wait for return instructions before sending anything back.

Do you offer exchanges?

Exchanges may be available for sizing or product issues, depending on stock and item condition.

Payments

What payment methods do you accept?

We accept major payment methods available at checkout, including credit cards, debit cards, Shop Pay, Apple Pay, Google Pay, and other supported payment options shown during checkout.

Is checkout secure?

Yes. Payments are processed through secure checkout providers.

Do you offer payment plans?

Payment plans may be available through Shop Pay if shown at checkout.

Product

How do I choose the right size?

Use the product size guide before ordering. For harnesses, measure your dog’s chest and neck carefully and compare your measurements to the size chart. If your dog is between sizes, choose the larger size for a more comfortable fit.

Are your products safe for pets?

Our products are selected for everyday pet use. Always choose the proper size, follow product instructions, and inspect items regularly for wear.

How do I clean the PawPeace Harness?

Spot clean or hand wash with mild soap where appropriate, then air dry. Do not use bleach or harsh chemicals unless the product page says otherwise.

Account

Do I need an account to order?

No. You can check out as a guest if available.

How do I view my order?

Use the Track Order page or your order confirmation email.

I forgot my account password. What should I do?

Use the password reset link on the account login page.