How long are shipping times?

After orders are processed, it takes (1-3 business days), it takes between 3-12 business days for items to arrive. 

We cannot guarantee that orders will arrive before a specific holiday or the timeframe quoted. World events (such as COVID-19 setbacks, global supply chain issues, and severe weather) are out of our control and can impact shipping times.

On multiple orders, shipments may come at different times and from different warehouses. Transit time is dependent on the holiday schedule and excludes holidays and weekends. 

Do you offer order tracking?

We do offer order tracking. You can track your order by clicking on "Track Order" in our menu options or by clicking "Track My Order" in the footer of our website. If the tracking does not show please contact us at support@kiyohome.com.

Please Note: It may take up to 5 business days before a tracking code becomes active.

Do you offer worldwide shipping?

We offer worldwide shipping. Unexpected custom and import taxes may apply and is the responsibility of the buyer. 

I did not receive my order and shipping confirmation emails!

If you did not receive your order confirmation email and shipping confirmation emails please check your spam, junk, and promotional folders. We have been informed that certain email providers have new filtering mechanisms that incorrectly sort emails as spam or promotions. Lastly, please add us to your email contact list to ensure you do not miss an order update from us again!

I entered the wrong information, what do I do?

If you have entered the wrong address or product, send us an email as soon as possible at support@kiyohome.com. Please note, we usually ship our orders within 24 hours so it's possible that your order has been shipped and we cannot change the address. We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. 

My order is missing, what do I do?

If your item does not show as delivered on the tracking system and it was not received, it is possible the item was lost in transit. In these rare cases, we will issue a replacement. Please contact us at support@kiyohome.com ASAP and we will do our best to help. Each case is different so be sure to include all relevant information when contacting us.

If the customer provided the wrong address and the package was either delivered to this address or recycled by their local postal service due to the address being incorrect or incomplete, our company Kiyo Home is not liable for the item and cannot issue a free replacement. 

If your package is marked as successfully delivered by the domestic postal service in your country (e.g., USPS, Canada Post, etc.) and to the correct address provided at checkout but it has not been received, it is possible your package was stolen from your address. In these rare cases, we advise you to file a dispute and investigation with the local postal service, your bank, and your local non-emergency police. Most major credit cards cover customers for items that are lost or stolen. Since there is no way for us to verify that items were not received since our system and the local tracking system shows it as delivered, we cannot issue a refund.

Can I return my order?

We have a 30-day guarantee policy that offers free replacement options for products that are damaged, defective, or not what you ordered. If your product arrives damaged or defective, we can only offer a free replacement and not a refund. If you do not like your product, we can offer a partial store credit to be used on another purchase, or you can return the item. In this situation, our company will not cover the shipping costs to return an item.

To be eligible for our 30-day guarantee policy, you’ll need to provide proof of purchase and send a picture showing any issues with the item if the product is damaged or defective. After 30 days of the item being delivered, if you have not contacted us about issues with your product you will not be eligible for the 30-day guarantee policy.

If orders are not delivered by a specific holiday or the timeframe quoted during checkout, this does not qualify for a refund. World events (such as COVID-19 setbacks, global supply chain issues, and severe weather) are out of our control and can impact shipping times. 

To start a return, you can contact us at support@kiyohome.com. Items sent back to us without first requesting a return will not be accepted.

Can I exchange my item?

After orders are processed there is no way for us to exchange them.

Can I cancel my order?

Our warehouses automatically process orders after they are placed, which means once you have placed an order we cannot cancel it. 

Why was I charged extra?

Our website operates in USD as a default so differences on one's bank statement may be due to the exchange rate if the bank is located outside of the United States.

Is it safe to use a credit card?

Our website is SSL encrypted and certified to ensure safe and secure transactions. All credit card payments are processed with our payment processor Shopify. We don't store any credit card information, and we will never share your personal information.