Shipping Policy
Where We Ship
We ship throughout Canada and the US.
Order Processing & Fulfilment
Our team actively works on processing and fulfilling orders during our business hours, Monday to Friday between 9am to 5pm EST. Orders can take between 1-3 business days from the date an order is placed to process and fulfil before being shipped out. Orders are not fulfilled outside of our business hours (i.e weekends and holidays).
Order processing and fulfillment are subject to delays due to order modifications and busier seasons such as holidays. Some orders may require further review prior to fulfilment, which can also lead to a delay in its processing time.
Shipping Timelines
In general, orders can take at least 4-7 business days to be delivered from the date they are shipped out (when you receive the shipping confirmation by email). This timeline can vary depending on your location. Please reference our Shipping Rates & Timelines table further down this page.
Shipping timelines are estimates only and can be subjected to delays due to some of the following reasons:
- Unexpected events
- Unforeseen weather conditions
- Disruptions on the end of our carriers
- Larger order queues during busier seasons (i.e holidays)
We ship with UniUni, Canada Post, Purolator, Intelcom, UPS, and Canpar. For US orders, we ship with USPS, UPS, and DHL.
Order Modifications & Cancellations
We understand that mistakes in an order can happen. For any modification and cancellation requests, please contact our Kiokii Online Support Team within 24hrs of placing your order. Our team will review your order and assist you the following business day. Requests made beyond 24hrs of an order placement will not be eligible for modifications or cancellations.
Once an order is shipped out, we do not have the ability to modify or reroute the shipment. It is the responsibility of the customer to provide complete and correct information regarding personal and shipping details. Please review your cart to ensure that the items, applicable discount codes, personal information, and shipping address are correct prior to placing your order.
Kiokii is not responsible for any errors in the shipping address or order details resulting in lost or misdelivered packages. Should a package be returned to us under any circumstances, you may be required to pay for a return or restocking fee.
Please inspect your package once it is received. If you notice any items are defective, damaged, or missing, please contact our Kiokii Online Support Team and provide a clear photo of the paper packing slip included in the box within 7 business days of your delivery date. We employ a final sale policy on all items for hygienic purposes, however our team will promptly review your inquiry.
Failed Deliveries
To ensure that your order is delivered correctly and within its respective shipping timeline, please check over all order, personal, and shipping information prior to placing your order.
Once an order is picked up by carriers, it is not Kiokii’s responsibility for any arising circumstances that may disrupt the completion of a delivery.
Kiokii is also not responsible for orders not retrieved by their recipients or for information that was inputted incorrectly upon placement that was not addressed with our Kiokii Online Support Team. Customers must be able to retrieve their orders from authorized pickup locations in the case that a carrier is unable to complete the delivery to the respective destination. Customers must also ensure all order and personal information is correct or reach out to our Kiokii Online Support Team if any errors are noticed.
Customers are expected to monitor their shipments using the tracking link provided once an order is shipped. Please contact our Kiokii Online Support Team for any delivery issues as soon as possible. Refunds will not be processed for customers who miss every reasonable attempt made by a carrier to deliver an order.
In the case that a delivery is missed and the package is transferred to an authorized pickup location (e.g local post office), it is the customer’s responsibility to ensure the package is picked up. If a package is refused or not picked up, it will be returned to us.
In cases such as this, we will issue a partial refund with a 10% restocking fee deduction. Kiokii is not responsible for packages left unretrieved at any authorized pickup location.
Kiokii is not responsible for missing, stolen, or unclaimed packages once an order is delivered to the inputted shipping address. Refunds, replacements, or reshipments are not eligible for these cases. Should you require any accommodations to avoid mail theft, it is your responsibility to contact our Kiokii Online Support Team to provide special instructions.
Frequently Asked Questions
Where do you ship?
Where do you ship?
Kiokii is committed to working towards being accessible to everyone. As stated above, we ship to Canada and the US. However, there are a few countries that we are unable to ship to due to local governing policies or logistical challenges that prevent us from securely, efficiently, and reliably sending our products.
How much are shipping fees?
How much are shipping fees?
Kiokii is dedicated to 100% transparency with all international shipping costs regarding shipping rates and Landing Costs (i.e duties and taxes/fees) itemized at checkout. if you choose DDP (Delivery Duties Paid), there won’t be any additional costs.
How are shipping rates calculated?
How are shipping rates calculated?
Shipping rates are calculated based on the weight and size of your parcel and vary based on your chosen service level and local delivery address.
Why & how do I pay duties and taxes?
Why & how do I pay duties and taxes?
Duties and taxes are collected on imports and some exports in accordance with a country’s customs authorities. A good’s value will typically dictate the import duty. These duties can also vary by product category. Depending on the context, an import duty may also be known as a customs duty, tariff, or import tariff. Duties are mandatory and must be paid, whether it be by the shipper or (as typically is the case) by the customer/recipient. Other factors besides the good’s value define the amount of duties to be paid, including trade agreements between countries and specific customs authorities. For instance, some countries have minimum thresholds in terms of goods value below which no duties apply (i.e “de minimis” value).
In addition to duties, many governments levy a tax on imports. Like duties, import taxes are usually a percentage of the good’s value. Some countries may charge a variety of taxes on the goods imported. For example, Canadian provinces charge a variety of taxes, from a goods and service tax (GST) to a harmonized system tax (HST) to a retails sales tax (RST).
Duties and taxes are paid at checkout through DDP (Delivery Duties Paid). This allows you to not only see the total cost upfront prior to the order being placed, but you won’t have to pay again when the parcel is delivered. DDP ensures faster customs clearance and predictable, lower landed costs since it is managed by our service provider’s network.
How long will it take for my order to be delivered?
How long will it take for my order to be delivered?
Delivery times vary depending on the route/destination of the parcel. It typically takes 2-5 business days for Express shipments to arrive. Standard shipments often take between 6-14 business days. Please note that this time range does not include fulfillment time in the warehouse or any delivery delays due to customers clearance, extreme weather, or any of the listed reasons for delay in our Shipping Policies above.
How can I track the shipment of my order?
How can I track the shipment of my order?
Kiokii provides you with a tracking number and link when your order has been fulfilled. You can track the status of your order through this tracking number and link as soon as your items have been picked up from the warehouse and scanned by the carrier. Further updates will be posted in the tracking link as your parcel is in transit and ultimately delivered to you.
What if my order becomes stuck in customs?
What if my order becomes stuck in customs?
Most shipments make it through customs seamlessly without delays when ordered with DDP, as they are part of our managed service network. That said, customs authorities may review a shipment from time to time and ask for additional information before clearing the shipment for final delivery. This is known as formal clearance. If additional information is needed from you to get your shipment cleared by customs, you will be notified. Reviews by customs authorities can take between a few hours to weeks, depending on the country and their workload.
Can I change the recipient of the parcel once it has been shipped?
Can I change the recipient of the parcel once it has been shipped?
Unfortunately, no. Consignee or recipient address cannot be changed after an item has been exported out of the country. Prior to a parcel leaving the country, FlavourCloud, as the third-party EOR (Exporter of Record), does declarations and denied or restricted party screening. As a result, changing the consignee entirely poses a significant cost and compliance risk.
Can I change the shipping address of a parcel once it has shipped?
Can I change the shipping address of a parcel once it has shipped?
Depending on the carrier and the status of the parcel while on its journey, please contact our Kiokii Online Support Team to make a request for modifications.
Can I ship to a hotel/temporary address?
Can I ship to a hotel/temporary address?
Kiokii strongly discourages shipping to hotels or other similar temporary addresses.
Shipments to hotels are highly problematic due to the potential to be incorrectly designated as B2B shipments. Additionally, there’s typically a short window of time to clear shipments as they often deal with non-residential/non-nationals in a foreign country trying to import. This poses a high likelihood of confusion among carriers, customs, merchants, and consignees.
