We strive to send out all orders as soon as possible. Orders are processed and shipped within 1-5 business days of payment depending on production timelines. Tracking details are sent to the email address provided.
If you would like your order shipped overnight or expedited, send an email to firstname.lastname@example.org
Please note our hours of operation are
KalaTrace can ship to about every address in the world! Note there are some regional restrictions on certain products. It is the responsibility of the customer to ensure local rules and regulations are adhered to for importing whitening products and accessories.
All products ordered from our website are professionally packed and secure.
Damaged Goods and Returns
In the event of shipping damage, it is important that when you sign for the package, you write “damaged” and take a photo for your records.
KalaTrace is not responsible for any packages lost, stolen, or delayed by FedEx, UPS, or another shipping carrier.
You may return most new, unopened items within 30 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc).
If applicable, you should expect to receive your refund within 30 days of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This period includes the transit time it takes for us to receive your return from the shipper (eg: 5 to 10 business days), the time it takes us to process your return once our warehouse receives it (eg: 3 to 5 business days), and the time it takes for your bank to process our refund request (eg: 5 to 10 business days).
Request a Return:
- Contact us within 30 days of delivery. Please provide the original order number and details about the item(s) you wish to return. Please include photos and or videos whenever possible.
- Customer Service and/or our representative will contact you once the item(s) is/are received and processed at our warehouse.
Returned Order Policy:
Cases where import tax is not paid, an incorrect address is provided, or a package is refused/forgotten, then FedEx or the alternate shipping carrier will return the package to our warehouse. You will be contacted by our team to arrange for reshipment at your expense. Initial shipping costs are non-refundable as we are not reimbursed for “return to sender” packages.
No refunds, only credit towards future sales.
All payments to KalaTrace are collected in USD. Duties and taxes are the responsibility of the customer. All orders must be paid in full prior to shipment.