Frequently Asked Questions
Frequently Asked Questions
Everything you need to know, in one place. Can't find your answer? Email us at support@kelyx.store — we reply within 24 hours.
🐾 About the Products
Is the KELYX Pro Kit safe for all pets?
Yes. The KELYX Pro Kit is designed for cats, dogs, kittens, and puppies with short, medium, or long coats. All blades are rounded, all suction levels are pet-safe, and every product is tested with veterinarians.
How loud is the vacuum, really?
Under 60dB — quieter than a normal conversation. Most pets adapt within one or two sessions. We recommend introducing the sound gradually — turn it on nearby without grooming for the first day.
Can I use it on very small pets (rabbits, guinea pigs)?
Yes, on the lowest suction setting. Always supervise and stop if your pet seems uncomfortable.
What's included in the Pro Kit box?
- KELYX Pro Vacuum Base
- Deshedding Brush Attachment
- Slicker Grooming Brush
- Multi-Surface Cleaning Brush
- Precision Trimmer with 4 guard combs
- Flexible Silicone Hose
- Nozzle Attachment
- HEPA Filter
- User Guide + Warranty Card
How often should I replace the HEPA filter?
Every 3–6 months for optimal suction and allergen protection. We sell replacement 2-packs that cover a full year.
Is the trimmer cordless?
Yes. It charges via USB-C and runs for up to 3 hours per charge.
📦 Shipping & Delivery
How long does shipping take?
- Standard Shipping: 5–10 business days
- Express Shipping: 2–4 business days
- Orders ship within 24 hours (Monday–Friday).
Do you ship internationally?
Yes, we ship to over 40 countries. Delivery times may vary by region.
Is shipping free?
Standard shipping is free on orders $50 and above. Below $50, a flat rate of $6.99 applies.
Can I track my order?
Yes — you'll receive a tracking number via email once your order ships. You can also track directly on our Track Order page.
What if my package is lost or damaged?
Email support@kelyx.store with your order number and photos (if damaged). We'll send a replacement or issue a refund immediately.
🔄 Returns & Refunds
What is your return policy?
30-Day Happy Pet Guarantee. If you're not fully satisfied, return your KELYX product within 30 days for a full refund. See our full Refund Policy.
How do I start a return?
Email support@kelyx.store with your order number and reason for return. We'll send you a return label within 24 hours.
Do I have to pay for return shipping?
Return shipping is free for defective or damaged items. For change-of-mind returns, a $9.99 return label fee is deducted from your refund.
When will I get my refund?
Refunds are processed within 5–7 business days after we receive the returned item.
💳 Payment & Security
What payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, and Cash on Delivery (COD) in select regions.
Is my payment information secure?
Yes. All payments are processed through Stripe with 256-bit SSL encryption. We never store your card details on our servers.
Do you offer Cash on Delivery (COD)?
COD is available in select regions. You'll see the option at checkout if eligible. A small COD handling fee may apply.
🐕 Grooming Tips
How often should I groom my pet?
Daily brushing with the Slicker Pro is ideal. Weekly deshedding sessions during shedding seasons (spring and fall). Trimming as needed — typically every 4–6 weeks.
My pet is scared of grooming — any tips?
Start slow. Turn the vacuum on nearby without grooming for 2–3 days. Reward with treats. Begin with short sessions (2–3 minutes) and gradually increase.
Can I use it during bath time?
No — the KELYX Pro is not waterproof. Dry your pet fully before using.
Still have questions? We're one email away: support@kelyx.store