FAQ

Can I track my order?

Yes, right after the postal service has picked up your order package, we will email you the parcel number and the tracking link.

How is my order shipped?

We use UPSP Priority Mail that delivers to the door. All information you can find on their website usps.com.

How long does delivery take?

In the US, by USPS it usually takes from 3 to 7 business days. If there are no extreme weather conditions.

How much does the delivery cost?

Shipping always calculated on checkout depends on your location. Once you provide your delivery address, the system will tell you the exact amount.

Can I return my order?

Sure. We have a 4 weeks return policy, which means you have 4 weeks after receiving your item to request a return. But refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@kilo.to with photos of wrong/damaged items and we’ll sort that out for you.

What should I do if I haven't received an order confirmation email?

In this case, you have probably provided us with the wrong email address. But don't worry, your order won't be missed. Please contact us via email at support@kilo.to so we can update your order information and send you a confirmation once again.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@kilo.to within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.

Can I exchange a product?

At this time, we don't offer exchanges.Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@kilo.to within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us 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
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@kilo.to with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.