SHIPPING GUIDE

SHIPPING INFORMATION 

Where is the item coming from? 

The majority of our inventory is sold from our warehouses in China with a select few items from other distributors in other countries including in the United States. That being said, sometimes your order may come in different packages at different times. 

Where do you ship and how much it cost?
We provide international shipping all over the world. We provide free shipping for all orders above $59. 


How long does it take for my order to be delivered?
We ship worldwide so it will depend on your country of residence as not all of our products ship from the same warehouse. We want to make sure you get your items as quickly as possible so we process orders from Monday to Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
It may take anywhere from 7 - 20 days on average. This is highly dependent on the customs and import process in your country. Below are the most typical time frames for your region: 

Location 

Estimated shipping time

The United States

7-14 days

Canada, Europe, Middle East 

7-20 days

Australia, New Zealand

7-20 days

Mexico, Central America, South America 

10-20 days

Asia

7-14 days

Affected by Covid-19, there will be some delay on the delivery.

KOKOLU is not responsible for delays in shipping or delivery, due to natural or uncontrollable events. Additionally, KOKOLU is not responsible for delays related to the courier itself (such as customs clearance). Unfortunately, we do not have control over these delays.

Customs & Regulations
You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country. 

How can I track my order?
We will send you the tracking code of your orders to the e-mail provided once we have shipped out the item you ordered, usually within 5-7 business days after the purchase. This email will also guide you how to track your package.
Please contact us at contact@kokolu.eco if you do not receive tracking confirmation within those days. 

Why am I not able to track my order?
Please note that tracking information will be displayed 8-10 business days after being updated due to Customs. If a tracking number is not searchable after this period of time, there are several possible causes:
The shipping company has not yet updated the most recent delivery information on their website;
The tracking code is wrong;
The parcel has been delivered a long time ago and the shipping company has removed it from the tracking code history. 

We suggest you can contact our Customer Service at contact@kokolu.eco in those situations and we will provide you with your tracking number. We will contact the delivery company on your behalf and you will be informed once there is further information. 

The courier tried to deliver the package but I wasn't at home, what should I do?
Please contact the courier. Usually, they will resend your package on the next working day, but sometimes they just ask you to pick up your package at their office.

I ordered multiple items but I have only received one/some of them. Why?
We do our best to reduce costs on your end so that you do not have to pay high taxes/premiums to get your items! If you ordered multiple items from us, it is highly likely that the goods will be shipped in several packages. Please allow some time for all of your items to arrive. 

I tracked down my order and the status says Return to Sender, what should I do?
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send the items to you again.
As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or courier, otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any refund or exchange for free and you may need to place the order again.

The tracking site says Delivered but I haven’t received my order yet.
Please note that we provide a tracking number to each customer. It is the customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service at contact@kokolu.eco for further assistance. We are not responsible for any stolen packages. 

Delivery
Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected. 

Will I be charged with customs and taxes?
Local taxes and import duties may be incurred in some countries and are not included in the amounts shown. The buyer or recipient of the shipment is responsible for all such taxes and duties. Our products are sold worldwide and we cannot guarantee that they meet the import requirements of every country. If in doubt, please check with your country's customs office prior to ordering.