Returns, Backorders & Preorders

Return Policy

We strive to keep our customers happy with our products and service.  Return requests can be submitted for merchandise that simply does not meet your expectations.  All return requests must be submitted within 30 days of delivery.  All returned products must be unused and in original manufacturer packaging.  If the merchandise must be shipped back to our warehouse, you will be responsible for the cost of shipping.

All clearance items are final sale.  No returns or credits are accepted on clearance items.  Clearance candy and snack items may have short shelf lives.

To request a return, you must first obtain a Return Merchandise Authorization (RMA).  Please contact us to obtain your RMA.  Unauthorized returns will not be accepted.  Kelli's reserves the right to charge a 15% restocking fee for any returned merchandise.  Kelli's will issue a store credit or refund for approved returns.

Shortages, Damages & Defective Goods

You are responsible for inspecting and counting your merchandise at the time of delivery.  Your shipment will include a packing slip, which indicates which items were shipped in which carton.  Please reference your packing slip when inspecting your shipment.

Any physical damages or discrepancies – such as crushed cartons, damaged or defective merchandise, or missing items – must be reported to Kelli's within 5 business days of delivery.  Please contact us to report your issue.  Upon receiving your information, Kelli's will issue a store credit or refund for any missing items or products that arrived damaged or defective.

Order Cancellations & Modifications

We can accept certain changes to your order after it’s been placed, assuming your order has not already been processed and shipped.  If you need to add items to your order, we will do our best to add them to your current order.  However, depending on the status of your current order, you may be required to place a new order for the additional items.

Modifying an existing order may cause processing delays.  Cancellations will only be honored if your order has not already been picked.  Please contact us ASAP if you need to cancel or edit your order.

Kelli's warehouse in Carrollton, Texas

Backorder Policy

Kelli’s prides itself in keeping sufficient quantities of nearly all of our 5,000+ items. However, due to unpredictable order patterns, we may run out of some items from time to time.  We've established the following backorder policy to ensure that you will eventually receive any items that were out of stock at the time your order was placed.

Customers located within the 48 contiguous states:

If an item is out of stock at the time you place your order, we will reserve the item as a backorder on your account.  Backordered merchandise that meets or exceeds $100 will be automatically fulfilled and shipped to you for free, once the merchandise has been replenished in our warehouse.*

*PPE (personal protective equipment) items are excluded from our typical backorder policy.  Backordered PPE items must meet or exceed $450 to receive free shipping.

Customers located outside of the 48 contiguous states:

Backordered merchandise will follow the shipping policy for your state or territory.  Your backordered merchandise must meet the appropriate threshold to receive free or discounted shipping.  Review our shipping policies for more information.

Backorders totalling less than $100 will remain active in our system for 90 days.  When you place your next order, the backordered merchandise will be automatically added to your new order and shipped with it (assuming the inventory has been replenished in our warehouse).  If your backordered merchandise has not been fulfilled and shipped within 90 days, the backorder will be automatically removed from your account.  Active backorders can be cancelled at any time; please contact us for more information about your current backordered merchandise.

Can I opt out of your backorder policy?

Yes, you can opt out of our backorder program at any time.  If you are a new customer, you can choose to opt out when you fill out your account application.  If you’re an existing customer, please contact us to opt out of our backorder program.

Seasonal Preorders

During certain times of the year, seasonal merchandise is available for preorder.  You may order seasonal merchandise and everyday merchandise at the same time.  In this event, we will automatically split your order into a seasonal shipment and an everyday shipment.  Kelli's $100 order minimum and $450 free shipping minimum will apply to each shipment separately.  In the event that one of your shipments does not reach Kelli's minimum order policy of $100, we will contact you.

Your everyday shipment will be fulfilled and shipped immediately.  Seasonal preorders will ship automatically once the merchandise is in stock at our warehouse.  Typically, fall and winter seasonal items (Halloween, Thanksgiving, Christmas) will ship around mid-August.  Spring seasonal items (Valentine's Day, St. Patrick's Day, Easter) will ship around mid-December.