When you receive your item, please check your item carefully. If the package appears damaged, please complete the following steps:

1) Take a picture of the damage.

2) Then please email us at service@kealive.com immediately and attach the photos.

3) We will contact you directly with the next steps.

4) DO NOT throw away the boxes or packaging materials, otherwise, your claim will not be honored by the shipping company.

Some items, depending on value, shipping issues, or size are shipped with Signature Required (Direct Signature Required). Someone from the household will need to sign for these items. These items can also be picked up and signed for at the local FedEx location, if you contact them and arrange for this. Opening a FedEx Delivery Manager account will offer more options if your order is shipped via FedEx. When you have received tracking after your order has shipped, you can look up the tracking and see if it says Signature Required to make arrangements for someone to be at the address to sign for it.

If cancelled on the same day you will not be charged for any processing fees. However, if you cancel your order at any point after the same day period, do not accept your cancelled package from FedEx (sometimes RTS requests fail), as you will also be responsible for returning the package. Please contact Customer Service for more details.

You can check the status of your order anytime by logging into Your Account.

To change or cancel an order that has already been processed, please contact our Customer Service department for assistance.

You have 90 days to return an item to us in its original condition. Any modifications or alterations to the product will void the original warranty.