Shipping & Returns
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If you have any questioins about your order, shipping
or returns, our support team is ready to assist you
Shipping Policy
Order Processing
Orders are typically processed within 1–3 business days. Processing times may vary during weekends, holidays or periods of high demand. You will receive an order confirmation after your purchase and shipping information once your order has been fulfilled.
Shipping Locations
CAELIX currently ships within the United States. Product availability and delivery options may vary depending on the destination, supplier and warehouse location.
Estimated Delivery
Delivery times vary by product, destination and warehouse. Products fulfilled by U.S. suppliers generally arrive faster than products fulfilled from other locations. The estimated delivery window will be shown on the product page or during checkout whenever available.
Tracking
Once your order ships, tracking information will be sent by email when provided by the carrier. Tracking updates may take some time to appear after the shipment is created.
Separate Shipments
Products may be fulfilled by different suppliers or warehouses. As a result, items from the same order may arrive in separate packages and at different times.
Shipping Delays
Carrier delays may occasionally occur due to weather, high demand or other logistical issues. If an order cannot be shipped within the promised timeframe, customers must be informed and given the option to accept the delay or cancel for a refund.
Incorrect Address
Customers are responsible for providing a complete and accurate shipping address. Contact us immediately if you notice an error. Address changes cannot be guaranteed once an order has entered processing or fulfillment.
Return & Refund Policy
Eligibility
You may request a return within 30 calendar days of the confirmed delivery date. To be eligible, an item must be unused except for reasonable inspection, in its original condition, and include its original packaging, accessories and documentation. Items showing misuse, modification or customer-caused damage are not eligible for return.
Starting a Request
Contact CAELIX support before taking any action. Include your order number, the reason for the request and clear photos or video when the item is damaged, defective or incorrect. We will review the case with the supplier and provide the appropriate instructions.
Do Not Send Items Without Instructions
Do not send a product to CAELIX or to any other address unless you receive specific return instructions. Depending on the product and issue, a physical return may not be required.
Damaged, Defective or Incorrect Items
Report damaged, defective or incorrect items as soon as possible after delivery. Keep the item, packaging and shipping label until the case has been reviewed.
​Refunds
Approved refunds will be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.
Return Shipping
If a return is required because an item is damaged, defective or incorrect, CAELIX will cover the return shipping cost or provide the appropriate return instructions. For approved discretionary returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless the return is due to our error.
Non-Returnable Items
Some products may not be eligible for return due to their condition, category, hygiene requirements, customization or supplier restrictions. Product-specific exclusions will be stated on the product page whenever applicable.
​Final Decisions
Return and refund requests are reviewed to confirm compliance with this policy based on the order details, product condition, supplier requirements and supporting evidence.