FAQ

The questions we get most, answered plainly. If yours isn't here, email kelorixca@gmail.com — we reply within 24–48 business hours.

Shipping

How much is shipping?

Nothing. Every Kelorix order ships free to any Canadian province or territory, with no minimum order and no remote-area surcharge.

How long does delivery take?

We pack within 1–2 business days. After dispatch: 2–5 business days in Ontario and Quebec, 3–7 in Western Canada, 4–8 in Atlantic Canada, and 7–14 for the territories and remote communities. Bulky freight items can take a few extra days.

Do you ship to the territories?

Yes — Yukon, Northwest Territories and Nunavut included, still free. Some remote addresses are served to the nearest postal outlet instead of the door; we tell you before dispatch if that applies.

Can I track my order?

Yes. A tracking number is emailed when your order leaves the warehouse, and our Track your order page explains every status.

My order arrived in several packages — normal?

Yes. Multi-item orders can be dispatched separately and arrive on different days. Each package has its own tracking and none adds cost.

Can I change my delivery address?

Any time before dispatch — email us quickly with your order number and the corrected address. After dispatch only the carrier can redirect, directly with you.

Returns & refunds

How long do I have to return something?

Thirty calendar days from delivery — comfortably more than most provincial minimums.

Does returning cost anything?

No. We email you a prepaid return label. We don’t deduct shipping from your refund and we don’t charge restocking fees.

Do I need to give a reason?

No. Changed your mind, wrong colour, doesn’t fit the space — the return proceeds the same way.

When do I get my money back?

We approve the refund 2–5 business days after the warehouse receives and checks the item. Your bank may take another 5–10 business days to post it.

I threw out the original box — can I still return?

Write to us. Original packaging protects the item in transit, but in most cases we can still sort it out.

What can’t be returned?

Opened bedding and personal-care items, consumables with a broken seal, and custom or personalized items. These exceptions never apply when the product is defective.

My item arrived damaged — what now?

Email us within 7 days with photos of the product and packaging. Replacement or full refund, your choice — and where shipping it back makes no sense, we won’t ask you to.

Orders & payment

What currency are prices in?

Prices currently display in pounds sterling (GBP). Check the currency shown with your order total before paying. Any applicable taxes are shown at checkout.

Can I cancel an order?

Yes, free of charge, any time before it leaves the warehouse. After dispatch it becomes a normal return — which is also free.

I didn’t get a confirmation email

Check spam and promotions folders. If it hasn’t appeared within 24 hours, email us with the name and address you used and we’ll verify the order.

Is paying on the site safe?

Yes. Payment is processed by Shopify’s payment infrastructure over an encrypted connection; your full card number never touches our servers.

Products

Will battery devices survive a Canadian winter?

Lithium batteries lose capacity in deep cold — a doorbell rated to −20 °C behaves differently at −35 °C. Our product pages flag cold-weather limits where the manufacturer states them, and our guides cover placement tricks that help.

Are your electronics certified for Canada?

We stock products intended for the Canadian market with the appropriate certification marks. If a listing leaves you unsure, email us before buying and we’ll check the specific unit.

Do products come with a warranty?

They keep whatever manufacturer’s warranty is stated on the packaging or manual. If you need to claim one, we’ll help you through it.

Do you have a physical store?

No — we’re online only. That’s what lets us stock a broad catalogue and ship free everywhere in Canada, including places where this stuff is usually expensive or unavailable.

Still stuck?

Email kelorixca@gmail.com with your order number if you have one. The shipping & returns and order tracking pages may also help.

Ordering and payment

Which payment methods do you accept?

Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and PayPal. Every payment is processed by Shopify Payments over an encrypted connection; Kelorix never sees or stores your full card number.

Do you offer instalments or buy-now-pay-later?

Shop Pay Instalments appears at checkout for eligible orders and shows the exact schedule before you commit. We do not run our own credit programme.

Does WELCOME10 work on any order?

WELCOME10 takes 10% off a customer's first order, once per person, on any product. Enter it in the discount box at checkout; it cannot be added after the order is placed or combined with another code.

Can I order for delivery to a different address, or as a gift?

Yes. Enter the recipient's address at checkout. The parcel contains a packing slip without prices, and the tracking email goes to you, not the recipient.

Do you ship outside Canada?

No. Kelorix delivers to Canadian addresses only, including all ten provinces and the three territories.

Products and catalogue

Are the products genuine?

Yes. Everything on kelorix.ca is the authentic branded product, sourced through authorised distribution, in original manufacturer packaging. If an item ever arrives that is not as described, our 30-day return covers it in full.

Why is the same product listed more than once?

Usually because each colour, flavour, scent or pack size is its own listing with its own photos and price. Check the title and the specification line: for example "Owala FreeSip 24 oz – Black Cherry" and "– Beach House" are the same bottle in two colours.

How do I know whether a product will work in Canada?

Electrical items on kelorix.ca are sold for use on Canadian 120 V / 60 Hz outlets; the product page lists the voltage where the manufacturer states it. For anything that runs outdoors in winter, read the operating-temperature line and our cold-weather guide.

Are pack sizes in metric or imperial?

Titles show the manufacturer's stated size, which is often imperial for North American brands (a 30 lb bag of dog food, a 16 oz bottle). Where it helps, the description gives the metric equivalent. If a size line is unclear, email us before ordering and we confirm it.

Where do I find ingredients, allergens or nutrition facts?

On the product page, under the description, and on the manufacturer's packaging. For supplements and food, always read the physical label before use; formulations change and the label on the product is the authority.

Can you tell me whether a product is right for my situation?

We can confirm what a product is and its stated specifications. We do not give medical, veterinary, nutritional or electrical advice; ask a pharmacist, vet, dietitian or electrician for that.

Departments people ask about

Which coffee formats do you carry?

Whole bean, ground, single-serve pods and instant, from Lavazza, illy, Nespresso, Peet's and others. Each listing says whether pods are original-line or vertical-line compatible; check your machine model before ordering. Browse coffee.

How do I pick the right bag size of dog or cat food?

Match the life stage and breed size in the product name to your pet, then pick the bag by how quickly you go through it: dry food keeps best for about six weeks after opening. Our dog and cat pages list bag weights in the titles.

Do mattress toppers and sheets fit Canadian mattress sizes?

Yes: Twin, Twin XL, Double/Full, Queen, King and California King follow the same dimensions in Canada and the United States. Measure your mattress depth before buying fitted sheets; deep-pocket sizes are listed on each product. See bedding and mattress toppers.

Are LEGO sets complete and sealed?

Yes. LEGO sets ship factory-sealed with all bags and instructions. The set number appears in every title so you can check piece count and age rating on LEGO's site. Browse LEGO.

How do I find ink or toner for my printer?

Search the cartridge number printed on your current cartridge (for example 67XL or TN-760) rather than the printer name. Every listing states the compatible printer models. See printer ink and toner.

Are vitamins and supplements licensed for sale in Canada?

We list products by their manufacturer's label. Health Canada licenses natural health products with an NPN or DIN-HM number; where the manufacturer publishes it, it appears on the product page. Read the label, follow the directions, and consult a healthcare professional before starting a supplement.

Do tools and power equipment come with Canadian warranties?

Manufacturer warranties apply as stated by the brand; DEWALT, Makita and BLACK+DECKER, for example, honour their North American warranty terms in Canada. Keep your Kelorix order confirmation as proof of purchase. Browse power and hand tools.

Account, privacy and communication

Do I need an account to order?

No. You can check out as a guest. An account lets you see order history and track parcels without hunting for emails, and it takes a minute to create at checkout.

What do you do with my personal information?

We use it to process your order, deliver it and answer your questions, under Canada's PIPEDA. We do not sell your data. Full details, including how to access or delete your information, are in our privacy policy.

Will you email me marketing?

Only if you tick the box at checkout or join the newsletter. Every marketing email has a one-click unsubscribe. Order and shipping emails are sent regardless, because you need them.

How quickly do you answer email?

Within 24–48 business hours, Monday to Friday, 9:00–18:00 Eastern. Put your order number in the subject line and we can usually answer in one reply.