FAQ

Most frequent questions and answers

Shipping

How do you ship the goods ?

We contact our suppliers to ship the goods depending on the weight and size of the product. We currently work with USPS and Global Express Shipping in order to deliver in an average of 7-15 business days.

Do you offer free shipping ?

Yes! We offer free tracked shipping on all orders to the countries listed on the Shipping Policy, however, ordering multiples quantities of the same product may delay the deliver of the package and increase the shipping price.

Why did my order not arrive in one single package ?

We ship your orders from various international warehouses (US, China, Japan and Thailand). Our stock is spread out over multiple fulfillment centers and warehouses. This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So don’t panic, if you don’t receive all of your items at once…they are on the way. 

Which countries do you ship to ?

We are providing shipping only to the US, Canada, Australia, New Zealand, Great Britain, Spain and Argentina. However, we may include more European countries soon enough! If you wish your country to be listed here you can mail us at [email protected]

Learn more about shipping in our Shipping policies.

Will I receive a tracking number ?

We provide a shipping number to all of our products. You will receive a notification when your order is shipped with a tracking number. If you didn’t receive one, you can mail us at: [email protected]

MIssing order – Tracking says delivered

Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office. We will always do our best to assist you, but KawsaiiSale does not hold responsibility for packages that are lost or stolen in transit (as stated in our Terms). If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.

As we do not have control once we hand out the package to the carrier, a refund will not be granted in case it is being suggested, that the parcel was not delivered.

Canceling orders after shipping

Unfortunately, we are unable to cancel your order as it has already been shipped and you should have received a confirmation email with your tracking number.

COVID-19

Are you okay ?

Yes. Thank you. owo

Has the current situation delayed your shipping times ?

Of course. The logistic processing of many countries has been drastically delayed and is affecting shipping times worldwide. That’s an issue unfortunately we can’t control. 

How much the pandemic impacted your shipping times ?

We have change our suppliers in order to provide faster delivery times. However, shipping times in your country mail service might experience delays. We expect to ship your products in less than 30 days.

Are your products properly sanitized ?

We try our best to package your goodies with the best hygienic methods. However, we don’t have control over carriers or posting services, you may always practice good hygiene while receiving your package (i.e. washing your apparel and disinfecting your goodies).

Payment

How can i pay for my order ?

We currently accept payments only via Paypal. You can use your credit card or debit card in the Paypal checkout. Just make sure your shipping and billing address is the same in our site as in the Paypal site.

Is my payment secured ?

We are using the highest security standards and all your sensitive payment information – i.e. Credit Card details – that are being transmitted during the checkout process, will be encrypted. Also, we are backed up by Paypal Secure Payments™ so you don’t have to worry, that any unauthorized party will get access to your payment details.

Which currencies can I pay with ?

All our products are listed in US Dollar. If you are paying in a different currency, currency exchange fees might be applied.

Refunds

Do you offer refunds ?

We offer you a 30-day refund guarantee, given the following cases:

1) The product you received is different from the one you ordered

2) The item has arrived damaged or malfunctioning 

3) Your order never arrived

If the item is damaged, we request you to send us photos, to prove case number. Once we have evaluated the case, we will e-Mail you back and approve or disapprove the refund.

We may provide you the return address, but costs for delivery are being taken by the customer.

Exceptions apply for accidental orders, where we are not held being responsible and do not offer a refund.

There are 2 clear rules, where an order is NOT ELIGIBLE for a refund:

1) When the tracking code for the order indicates that your order has been delivered, as we would otherwise open the doors widely for fraudulent practices. 

2) When it has come clear that delivery failed, due to the customer has been providing a wrong address. We will only resend the same item again to the corrected address, but we are not being held liable for such cases and will not issue a refund.

For more comprehensive information, please check our Refund Policy.

Do you offer refunds for accidental orders?

In case you have mistakenly ordered the wrong item or the wrong variant and the item has not yet been shipped out, please send us an email and make your corrections accordingly. 

In case it has been shipped out already, we can’t issue a refund.

Orders and returns

How can I place an order ?

Simply browse on our website and choose your desired products. Add them to cart and once you have them all together, click on “checkout” , fill in your contact and shipping information, proceed to the payment and either pay

1) with Paypal

2)with credit/debit card on Paypal checkout

and that’s it! 

You will receive a confirmation E-Mail right after, that your order has been placed.

In case you should encounter some technical issues, we are always happy to help. Just reach out via email to: [email protected]

How can I modify my order ?

In case you’ve chosen the wrong model or variant or a product accidentally got into your cart and you didn’t recognize it but you’d followed through with the payment.

Please send us an E-Mail to [email protected] and make your corrections.

Corrections are only applicable, as long as your item hasn’t been shipped out yet. 

How can I return my item ?

We are very hesitant to accept returns as the cost for the shipping price is entirely up to you. However, you can always request a refund.

If you still want to return the item, send us an E-Mail to [email protected] and we are going to provide you the return address.

Returning costs are being paid by the customer and once we received your items back in our warehouse, we will send you a full refund.

Contact

How long do you take to reply to my e-mails ?

If you have sent us an email, we usually respond within 12-24 hours. The same responding times do apply, if you have reached out over our social media pages

Why don’t you respond to my e-mails ?

In case you will not receive a response from us within 12-24 hours, your E-Mail might have landed in OUR or YOUR spam folder of the E-Mail inbox. Please check your spam folder first and make sure that you whitelist our E-Mail addresses.

We have multiple addresses for different inquiries. 

[email protected] – For contact only purposes, such questions and submissions.

[email protected] – For support and technical related topics, like refund requests and customer related problems.

We may overlook your e-mail if it doesn’t correspond to the assigned inbox. However, we try our best to reply to all of them.

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