Shipping policy

Shipping Policy

We know you're excited to receive your order — so are we! Here's everything you need to know about how we get your package from us to you.

Order Processing Time

We process all orders within 1–3 business days after payment is confirmed. Please note that we don't process or ship on weekends or U.S. public holidays. During busy seasons or promotional events, processing may take a little longer — we appreciate your patience and will always do our best to get things moving quickly.

How We Ship

We ship internationally via door-to-door small parcel delivery, directly from our warehouse in Mainland China to your U.S. address. We currently do not offer local pickup.

Estimated Delivery Time

Once your order ships, standard delivery typically takes 7–15 business days. These are estimates — international shipping can occasionally be affected by customs inspections, weather, or carrier delays that are outside our control. We'll always do our best to keep you informed if anything comes up.

Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, VAT, or other local charges upon arrival. Unless explicitly stated at checkout, these fees are the buyer's responsibility and are not covered by us. Please be aware that customs clearance may also add extra time to your delivery. If you have questions about potential charges in your country, we recommend checking with your local customs authority before placing an order.

Address Accuracy

Please double-check your shipping address carefully before submitting your order — it makes a big difference! If you spot a mistake, email us at support@kreallo.com as soon as possible. We'll do our best to update it before your order ships, but once processing or fulfillment has begun, we can't guarantee changes can be made.

If a package is delayed, lost, refused, or returned due to an incorrect or incomplete address provided at checkout, uncollected parcels, or unpaid customs duties, the customer may be responsible for any additional shipping costs incurred.

Tracking Your Order

Once your order is dispatched, you'll receive a tracking number and link so you can follow your package every step of the way. Please note that tracking updates may occasionally be delayed during international transit — this is normal and doesn't mean anything is wrong.

Delayed, Lost, or "Delivered but Not Received" Packages

If your tracking hasn't updated in a while or your package seems stuck, please email us at support@kreallo.com with your order number. We'll review the available tracking information and help coordinate with the carrier if needed.

If your tracking shows "Delivered" but you can't find the package, please take a moment to check your mailbox, front door, parcel locker, reception area, with family members or neighbors, and with your local post office — packages sometimes end up in unexpected spots! If you still can't locate it after checking, reach out to us and we'll do our best to help.

Order Changes & Cancellations

Need to change your address or cancel your order? Email us at support@kreallo.com as soon as possible. Once an order has entered processing, packing, or shipping, we can't guarantee that changes or cancellations can be made — but we'll always try our best.

We're here to help every step of the way: support@kreallo.com