Shipping policy

Shipping Policy

Last updated: July 2026

At KAIRO, we make every effort to prepare and ship your orders as quickly as possible. This Shipping Policy explains how our deliveries are handled, the estimated delivery times, and the solutions provided in the event of unforeseen circumstances.


Article 1 – Order Processing

Orders are processed from Monday to Friday (excluding public holidays).

Every confirmed order is forwarded to our logistics team to be prepared before shipment.

The average processing time is 1 to 3 business days.

During periods of high demand (sales, holiday seasons, special promotions, or events beyond our control), this processing time may be slightly extended.


Article 2 – Delivery Times

The delivery times below are provided as estimates only. They may vary depending on the destination, periods of high demand, or logistical constraints beyond our control.

🇫🇷 Metropolitan France

Order processing:
1 to 3 business days

Estimated delivery:
8 to 12 business days


🇪🇺 European Union

Order processing:
1 to 3 business days

Estimated delivery:
10 to 15 business days


🇺🇸🇨🇦 North America (United States and Canada)

Order processing:
1 to 3 business days

Estimated delivery:
10 to 15 business days


Delivery times may exceptionally be extended due to, but not limited to:

  • periods of high seasonal demand (sales, holidays, promotions, etc.);
  • shipping carrier delays;
  • customs inspections where applicable;
  • adverse weather conditions;
  • or any other event beyond KAIRO’s control.

The delivery times provided are estimates only and do not constitute a contractual guarantee. Nevertheless, we make every effort to dispatch and deliver orders as quickly as possible.


Article 3 – Order Tracking

All orders include a tracking number.

As soon as your order has been shipped, you will receive an email containing your tracking information.

You may also monitor the progress of your delivery directly from our page:

Track My Order

Tracking information may require 24 to 72 hours before the shipping carrier provides its first update.

 

Article 4 – Delivery Address

The customer is responsible for the accuracy of the information provided when placing the order.

Please carefully check your:

  • first name;
  • last name;
  • address;
  • postal code;
  • city;
  • phone number;
  • email address.

KAIRO cannot be held responsible for delays or delivery failures resulting from an incomplete or incorrect address.

If a parcel is returned due to an incorrect address, reshipping fees may be charged.


Article 5 – Lost Parcels

If your order appears to be lost, please contact our customer service.

We will carry out all necessary investigations with the shipping carrier.

Once the loss has been confirmed, KAIRO will offer, depending on the circumstances:

  • a replacement shipment;
  • or a refund.


Article 6 – Parcels Marked as Delivered

If the tracking information indicates that your order has been delivered but you have not received it, we invite you to:

  • check with members of your household;
  • check with your neighbors;
  • check your mailbox;
  • contact the shipping carrier.

If the issue persists, please contact our customer service so that we can assist you with the necessary steps.


Article 7 – Delivery Delays

Despite our best efforts, delivery delays may occasionally occur.

They may be caused in particular by:

  • adverse weather conditions;
  • periods of high demand;
  • customs inspections;
  • strikes;
  • logistical difficulties;
  • or any other event beyond our control.

We appreciate your understanding in these exceptional situations.

 

Article 8 – Refused Parcels

If a parcel is refused by the customer or returned due to an incorrect or incomplete address, the costs related to the return and any reshipment may be deducted from the refund or charged to the customer.


Article 9 – Incomplete or Damaged Orders

If your order is received:

  • incomplete;
  • damaged;
  • or not as ordered,

please contact our customer service within 48 hours of receiving your order.

Your request must include:

  • your order number;
  • photographs of the parcel;
  • photographs of the product;
  • and, if necessary, a video showing the issue encountered.

We will review your request promptly in order to provide you with an appropriate solution.


Article 10 – International Shipments

For orders shipped outside the European Union, customs duties, local taxes, or administrative fees may be applied by the authorities of the destination country.

These charges remain the responsibility of the customer whenever they are required by the local authorities.

(If you currently sell only within France and the European Union, you may remove this article and add it later if you expand to additional markets.)


Article 11 – Force Majeure

KAIRO shall not be held liable for delivery delays or failures resulting in particular from:

  • exceptional weather events;
  • natural disasters;
  • strikes;
  • labor disputes;
  • wars;
  • pandemics;
  • customs inspections;
  • government decisions;
  • or any other event of force majeure.


Article 12 – Customer Service

If you have any questions regarding your order or delivery, our team is here to assist you.

📧 Email: contact@kairopets.com

We are committed to responding as quickly as possible during business days.


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Our Commitment

As soon as your order has been shipped, you will receive a tracking number allowing you to monitor your parcel in real time. Our team remains available to answer any questions regarding the shipment and delivery of your order.