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WEEKEND SALE! 50% OFF SITEWIDE + FREE SHIPPING AND RETURNS!

FAQ

Shipping

Shipping prices are as follows for shipments anywhere in the USA
  • We offer free standard shipping on all orders to US addresses.
  • Priority shipping is available for purchase at checkout.
  • Order processing may take up to 5 days.
  • Your order will be delayed if a valid phone number is not entered.

Please Note:

  • We do not currently ship outside the USA
  • Orders do not ship out on weekends
  • We offer free ground shipping on all orders. If you choose to pay for Priority shipping, these fees are non-refundable.
  • Orders shipping to a PO Box ship via USPS. FedEx does not ship to PO boxes.
  • We must charge applicable sales tax for merchandise shipped to every states, except the four states in which there is no sales tax, when you buy clothes from Delaware, Montana, New Hampshire, and Oregon.
  • Shipping fees are non-refundable.
  • Please allow for longer processing during Holiday season.
Delivery Schedule

Your order will ship from our distribution center in Chino. Barring delays due to weather or unforeseen events, our typical ground shipping transit time in the number of business days are as follows:

  • East Coast = 3-4 days
  • Southeast = 2-4 days
  • Central = 1-2 days
  • Mountain = 2-3 days
  • West and Southwest = 2-3 days
  • North West = 3-5 days
  • Southwestern Oregon = 3-5 days
  • Parts of Idaho = 4-6 days

Once your order is processed, we'll email you a confirmation and your tracking number. Use this number to track your package on the carrier's site. You can also track your package by logging on to your Kellix LA account. 

Do you ship to all 50 U.S. States and Puerto Rico?

We currently ship to all 48 United States, except Alaska and Hawaii. And we do not ship to Puerto Rico.

What countries do you deliver to?

We only deliver to the USA.

How do I know what duties and taxes are for my international shipment?

We don’t handle international shipments, so we won’t be responsible for duties and taxes for international shipment. 

My tracking number says my order is delivered, but I cannot find it.

If your package has not arrived on the desired delivery date, please contact the carrier (FedEx) to open a trace ID number.

Once you have a trace ID number, please contact us with the trace information. We will follow-up with you within 2-3 business days with updates and next steps. In addition, we recommend checking with your neighbors to see if they accidentally received your package. It can take up to two weeks to replace lost merchandise while we investigate with FedEx. We are not responsible for any lost or undelivered packages reported more than 3 weeks past the expected delivery date or 1 month past the original order date.

How is my gift card delivered? 

We currently do not offer gift cards, so there is no delivery method available for gift cards.

Ordering

Which currency do you use on your site?

All prices, taxes, and duties are listed in USD $. If you are using an international card, please note that your order will be charged in USD and converted to your local currency by your bank at the time of purchase. Refunds are also processed in USD and are converted to your local currency at the time of item receipt.

What does Final Sale mean?

Products that are Final Sale are not returnable (for either original tender or store credit). Items will be marked Final Sale on product page and elsewhere throughout the purchasing process. We typically mark items Final Sale when:

  • They are in our Archive Sale
  • Are listed as Last Call items on the product page

These items are not returnable generally because the reduced cost of the product means that we are not able to offer our full level of complementary services. 

I have an item in my order that I preordered. When will my item ship?

All orders containing a pre-ordered item will ship when all items are available to be shipped.

Orders marked with an Estimated Ship Date will ship ground in the US. 

Why can't I combine a pre-order item with other items in my cart?

Pre-order items must ship separately from your regular in-stock items. Please checkout with your regular in-stock items first and put your pre-order items in Save For Later to checkout in a separate transaction.

How fast will my order be processed?

We process all non-personalized orders placed before 12PM (on non-holiday weekdays) 1-2 business days after the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or on the following holidays:

  • New Year’s Eve
  • New Year’s Day
  • Martin Luther King, Jr. Day
  • President’s Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas

Orders placed on these days will be processed the following business day. Delivery is dependent on our carriers and can be subject to weather delays.

Why am I being charged sales tax?

As of Sept 1, 2021, we are required to collect sales tax in the below locations according to a recent Supreme Court Ruling. This list is subject to change:

  • Arkansas
  • California
  • Colorado
  • Connecticut
  • District of Columbia
  • Florida
  • Georgia
  • Hawaii
  • Illinois
  • Indiana
  • Iowa
  • Kansas
  • Kentucky
  • Louisiana
  • Maine
  • Maryland
  • Massachusetts
  • Michigan
  • Minnesota
  • Nebraska
  • Nevada
  • New Jersey
  • New York
  • North Carolina
  • North Dakota
  • Ohio
  • Oklahoma
  • Pennsylvania
  • Rhode Island
  • South Carolina
  • South Dakota
  • Tennessee
  • Texas
  • Utah
  • Vermont
  • Virginia
  • Washington
  • West Virginia
  • Wisconsin
  • Wyoming

If you wish to learn more about this ruling, please find more information here.

Can I cancel or change my order?

Once an order is placed, we are unable to cancel or modify it – this includes adjusting an address, size, color, and adding or removing an item in the order.

How do I track my order?

If you have an account, log in to track your order status. If you do not have an account, your information is not available online. Please contact us at customerservice@kellixla.com if that is the case.

Please note: tracking information may not be available for up to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you're still unable to track your order, please contact us at customerservice@kellixla.com.

If we are unable to fulfill your order in one shipment, we will send the items to you in separate packages. We will also send you an email informing you of the status of your order.

What does the "in process" message mean under "order status"?

"In process" means your order is being packed for shipping. Changes to your order cannot be made during this time period.

Why am I paying tax on shipping and handling?

State tax regulations require that we collect sales tax on shipping and handling where applicable. All sales taxes collected are paid to the state where the merchandise is being shipped. For additional information, please view Shipping.

How is sales tax determined?

Sales tax and subsequent sales tax rates are determined by the location of where the customer receives the merchandise (retail location purchased or requested delivery address) and taxability of the item(s) purchased. Orders are subject to applicable sales tax in all US states (excl. Delaware, Montana, New Hampshire, and Oregon). For additional information, please view Shipping.

Returns questions

What is your domestic return policy?

KELLIX accepts returns received with 14 days from date of receipt on items that are unused, unworn and have their tags attached. Final sale items are not eligible for return.

Returns made after 14 days are eligible for a merchandise credit and must be returned within 30 days.

Merchandise must not be worn, opened, used, altered or washed.

Merchandise must have all tags attached, including seals, and be returned in original packaging.

Merchandise returned without the original security tag, or a damaged security tag, may result in a delayed refund or may not qualify for a refund.

Final Sale items may not be returned.

We monitor account activity and reserves the right to refuse transactions, assess fees, and/or close accounts based on order or returns behavior.

Please Note: Shipping and handling charges are not refundable. Packages that arrive COD may be denied, or the COD amount may be deducted from your return.

HOW TO INITIATE A RETURN
  1. Start your return online: Go to your Order History to begin the return process within 30 days of receiving your order (returns within 14 days are free).
  2. Pack up your items: Remember to include all packaging with your return.
  3. Drop off your package: Select your preferred return method (print your label or download a QR code) and send the items back to us.
HOW CAN I TRACK MY RETURN?

U.S. customers can track returns by logging into their account using the original order number. 

If you purchased your order as a guest, contact customer service at customerservice@kellixla.com with your original order number.

NEED A DIFFERENT SIZE/COLOR?

In order to serve you most efficiently, we do not offer merchandise exchanges. Instead, you'll get the right size or color fastest if you simply place a second order. Once we receive your return, we'll credit your account.

How long does a refund take?

For eligible orders, we will issue the refund upon processing at the return in our facility. It may take up to 7-10 days to see on you original form of payment.

Credit Policy

Can I get a price adjustment on my order?

We will gladly accommodate a one-time price adjustment on full-price items placed within 10 days of the start of a promotion date. This applies to final sale items as well as promotions unless otherwise noted.

Price adjustments are only available on orders placed before a promotion. Once a promotion ends, we do not honor promotion pricing.

Please contact our customer service with your order number to receive the adjustment.

How do I redeem my merchandise credit?

When you return for a Kellix LA Merchandise Credit, you will receive an email from us with your Merchandise Credit number. Do not lose this number and treat it as cash. During checkout, you will see a box in the Payment section where you can add your merchandise credit to your order. After entering, you will be able to either complete your order or pay the balance due.

Can I use my merchandise credit in store?

No, merchandise credits can only be redeemed at our online store as we do not have physical stores.

What is Kellix LA’s Merchandise Credit policy?

Kellix LA Merchandise Credit received for returns does not expire. Kellix LA Merchandise Credit received through various marketing campaigns expires depending on the campaign.

Still have questions?

Reach out to us directly. Our team is happy to answer any questions you may have.

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