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. For US orders, we ship with USPS 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.