Delivery
When will I get my order?
It takes 3-7 days to fulfill an order, after which it’s shipped out. The shipping time depends on
your location, but can be estimated as follows:
USA: 5-8 business days
International: 10-20 business days
Where will my order ship from?
I work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in my control
and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your
purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with me, please help your Koi out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbors in case the courier left the package with them.
Pro tip: Package theft is on the rise—If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be!
If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, send me an email with your order number. Or just reach out to me on social media.
If you did find a mistake in your delivery address, I can send you a replacement order, but
shipping will be at your own cost.
Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS ZIP code lookup to make sure you get it right!
Orders
How are your products made?
I work with a reliable, high-quality print-on-demand drop shipper. They have locations
worldwide, so depending on where you are, your orders are printed and shipped from the facility
that can do it most efficiently!
How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order
ships out. If you have any questions about your tracking or shipment, just reach out using the form above or hit me up on social media.
I received a wrong/damaged product, what should I do?
I’m so sorry if the product you ordered arrived damaged. To help your Koi resolve this for you
quickly, please send me an email within a 4 weeks time of delivery date with photos of the
damaged product, your order number, and any other details you may have about your order.
I’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
I don’t offer returns and exchanges, but if there’s something wrong with your order, please let
us know by contacting us at info@koiroidesigns.com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at info@koiroidesigns.com with photos of wrong/damaged
items and I’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, I don’t offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let
me know at info@koiroidesigns.com within a 4 weeks after receiving your order. Include your
order number and photos of the mislabeled item, and I’ll send you a new one, or issue a
refund!