The Velvet Oud

KEMETIX is committed to providing a transparent, reliable, and efficient shipping experience for all customers across the United States.

Shipping Coverage

KEMETIX currently ships to addresses within the United States only. International shipping is not available at this time.

Order Processing

After an order is placed, our fulfillment team begins processing it as quickly as possible to ensure timely shipment and delivery.

Order Cut-Off Time: 3:00 PM (PT) Monday–Friday

• Orders placed before the cut-off time are typically processed the same business day
• Orders placed after the cut-off time will be processed the next business day
• Orders placed on weekends or public holidays will begin processing on the next available business day

Handling Time: 1–3 Business Days (Monday–Friday)

Handling time includes order verification, product inspection, secure packaging, and shipment preparation.

Shipping Transit Time

Standard Shipping Transit Time: 4–6 Business Days (Monday–Friday)

Transit time begins once your order has been shipped and handed over to the carrier.

Total Estimated Delivery Time

Estimated Delivery: 5–9 Business Days (Monday–Friday)

This includes both handling and transit time. Please note that delivery times are estimates and may vary due to carrier delays, severe weather, high seasonal demand, public holidays, or unexpected logistical disruptions.

Shipping Rates

• Orders of $70.00 USD or more qualify for Free Standard Shipping
• Orders under $70.00 USD are charged a flat Standard Shipping fee of $8.00 USD
• Express Shipping is available for $15.00 USD

All shipping charges are clearly displayed at checkout before payment is completed.

Shipping Carriers

KEMETIX ships via trusted carriers including:

• USPS (United States Postal Service)
• UPS (United Parcel Service)
• FedEx

Our team selects the most appropriate carrier based on package size, destination, and shipping efficiency.

Order Confirmation & Tracking

After placing your order, you will receive an order confirmation email containing your order number, purchase summary, and billing/shipping details.

Once your order ships, you will receive a shipping confirmation email with your tracking number, carrier information, and a shipment tracking link. Tracking information may take up to 24 hours to update after shipment confirmation.

Lost or Missing Packages

If your tracking shows delivery but you cannot locate your package, please:

1. Verify your shipping address
2. Check around your delivery location
3. Ask neighbors, family members, or building management
4. Contact the carrier directly using your tracking number

If the carrier confirms the package is lost in transit, contact us within 7 days of the expected delivery date with your order number. Depending on the situation, we may provide a replacement shipment, refund, or delivery support assistance.

Shipping Delays

While we work hard to ensure timely delivery, delays may occasionally occur due to weather disruptions, carrier operational delays, peak holiday periods, or public holidays. If your order is significantly delayed, please contact our support team for assistance.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information at checkout. KEMETIX is not responsible for delays, lost packages, or delivery issues caused by incorrect or incomplete shipping information.

If you notice an address error after placing your order, please contact us immediately. We will make reasonable efforts to update the address before shipment processing is completed.

Contact Us

• Email: support@kemetix.shop
• Phone: +1 (818) 565-6557
• Address: 6221 Van Nuys Blvd, Suite 626, Van Nuys, CA 91401, United States
• Business Hours: Monday – Friday | 9:00 AM – 5:00 PM (PT)

Customer satisfaction is our highest priority. Please review the policy below carefully to understand your rights and options regarding returns, exchanges, refunds, and cancellations.

30-Day Return Policy

We accept returns within 30 days from the date your order is delivered.

To qualify for a return, the following conditions must be met:

• The item must be unused, unworn, and in its original condition
• The product must be returned in its original packaging with all tags attached
• All accessories, manuals, and included components must be returned
• A return request must be submitted within 30 days of delivery

We accept returns for both defective/damaged items and non-defective items, subject to the conditions above.

Before returning any item, you must contact our support team for return authorization and instructions. Do not ship any item back without first receiving our instructions, as return addresses vary by product. Items sent back without prior authorization will not be accepted.

To start a return, contact us at: support@kemetix.shop

Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, please contact us immediately upon delivery. To help us process your request quickly, please provide:

• Your order number
• Clear photos of the product
• Photos of the shipping packaging (if applicable)
• A brief description of the issue

After reviewing the information, our team will determine the best resolution, which may include a replacement, exchange, or full refund.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

• Fragrances and personal care goods
• Custom or personalized products
• Hazardous materials, flammable liquids, or gases
• Sale items and gift cards
• Items that have been used, installed, worn, or altered after delivery
• Items missing original packaging or included accessories
• Returns submitted after the 30-day return window
• Items returned without prior authorization

Please contact us if you have questions about your specific item.

Refund Process

Once your returned item is received and inspected, we will notify you via email regarding the status of your refund.

If approved:

• Refunds will be issued to your original payment method
• Refunds are processed within 10 business days of inspection
• A confirmation email will be sent after processing

Please allow additional time for your bank or credit card provider to process the refund on their end.

Late or Missing Refunds

If you have not received your refund after the processing period:

1. Recheck your bank account or payment method
2. Contact your bank or credit card provider
3. Allow additional processing time

If you still need assistance, contact us at: support@kemetix.shop

Exchanges

We accept exchanges for eligible products. To request an exchange:

1. Contact our support team before returning the item
2. Ensure the product meets all return eligibility conditions above
3. Return the item within the 30-day return period

Products must be returned unused and in original condition to qualify for an exchange.

Return Shipping & Fees

• Return method: By mail
• Return shipping cost: Free
• Return label: Provided upon return authorization
• Restocking fee: None
• Refund processing time: 10 business days after inspection

Order Cancellation Policy

You may request a cancellation shortly after placing your order. Orders can only be canceled if they have not yet been processed or shipped.

To cancel an order, contact us as soon as possible at: support@kemetix.shop

Once an order has been shipped or is in processing, cancellation may no longer be possible.

Contact Information

• Email: support@kemetix.shop
• Phone: +1 (818) 565-6557
• Address: 6221 Van Nuys Blvd, Suite 626, Van Nuys, CA 91401, United States
• Business Hours: Monday – Friday | 9:00 AM – 5:00 PM (PT)