Frequently Asked Questions (FAQ)

Keller Slate — Customer Support & Order Transparency

A: You can reach our digital customer care team directly by sending an email to info@kellerslate.com. We are active Monday through Friday, from 9:00 AM to 5:00 PM (EST). Our dedicated support staff reviews and addresses all incoming tickets chronologically within 24 business hours.

A: To maintain rapid transit speeds across Canada, order datasets migrate to our international processing queues immediately. We provide a strict **12-hour grace window** from the exact moment of purchase to submit cancellation requests or data corrections (such as sizing, color variations, or delivery address adjustments) via email. Once this 12-hour window closes, the shipment process cannot be physically halted.

A: We accept all major secure checkout payment options, including Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay. All payment processing gateways are fully encrypted and securely integrated through the Shopify platform.

A: We offer **100% Free Standard Shipping ($0.00 CAD)** nationwide across Canada. There is no minimum purchase threshold or tier required. Any automated checkout notifications concerning cart calculations relate strictly to regional provincial sales taxes (GST/PST/HST), as standard delivery charges remain firmly at zero.

A: Keller Slate operates a modern, digital Direct-to-Consumer (D2C) business model administered out of Canada. To eliminate domestic intermediary middleman markups and heavy brick-and-mortar storage holding fees, our orders are packed, vetted, and dispatched directly from our certified international partner manufacturing hubs in **Asia** straight to your Canadian destination.

A: Our fulfillment schedule corresponds precisely with our parameters configured inside the Google Merchant Center:
• Handling Time (Processing): 1–3 Business Days (Monday through Friday; daily order cutoff is 5:00 PM EST).
• Transit Time (Carrier Corridor): 7–10 Business Days.
The estimated total delivery window is **8–13 business days**. Minor delivery anomalies can occasionally happen due to standard cross-border customs spot-checks or localized extreme weather conditions.

A: Every shipment receives an automated real-time tracking number via email as soon as it clears our international hub corridors. If your tracking history ceases to update for **20 business days**, contact us immediately at info@kellerslate.com. If a parcel is officially confirmed lost in transit or fails to arrive within **30 business days** of dispatch, our Buyer Protection Guarantee applies: you will receive a **100% full refund** or a **free replacement delivery**.

A: No, you do not. To reduce international fuel waste and spare our buyers from high cross-border return shipping costs, Keller Slate operates an eco-friendly **Zero-Return Framework**. We do not require you to physically mail items back to Asia, nor do we accept physical package drop-offs at our administrative seat in Brossard. Instead, all order discrepancies are validated and resolved entirely digitally.

A: If you experience a problem, simply email info@kellerslate.com within your **30-day customer protection window** (commencing from your delivery date). Provide your order number and clear digital photos illustrating the defect or sizing variance. For minor sizing or general remorse, we offer a partial credit solution allowing you to keep the item. For verified material defects, you receive a **100% full refund or a free replacement**, and you are encouraged to keep or donate the original garment to a local Canadian charity.

A: No. Keller Slate maintains complete fee transparency. We do not charge restocking fees, storage fees, or administrative processing surcharges. The restocking fee is strictly **$0.00 CAD**.

Corporate Identity & Support Matrix

Our customer care response team monitors all tickets Monday through Friday:

⚠️ Administrative Headquarters Notice (No Physical Package Intake): The physical location listed below in Brossard, Quebec, operates purely as our corporate legal registry, tax seat, and administrative operations office within Canada. Because we operate an entirely digital D2C direct-shipping framework with zero return overheads, this facility lacks the technical equipment to receive or process physical apparel merchandise returns. Any physical items mailed here will be automatically refused by facility management. All product concerns must be initiated via email support.

Registered Canadian Seat: Keller Slate, 9000 Boulevard Leduc, Brossard, QC J4Y 0E6, Canada

© 2026 Keller Slate | E-Commerce Transparency & Consumer Satisfaction Standards Canada