Shipping Policy
At Kool Kiy, we work to make the shipping process simple and reliable. This Shipping Policy explains how orders are processed, shipped, and delivered after you complete your purchase through our website.
1. Order Processing
Orders are processed after your payment has been successfully confirmed.
Please allow reasonable processing time before your order is shipped. Processing times may vary depending on product availability, order volume, weekends, holidays, and other operational circumstances.
Once your order has been shipped, you will receive shipping information when tracking is available.
2. Shipping Availability
We ship orders to eligible delivery addresses supported by our available shipping services.
Shipping availability may vary depending on the destination and product. If shipping is unavailable to your location, this will be communicated during the checkout process or by our customer support team.
3. Shipping Costs
Available shipping options and applicable shipping charges will be displayed during checkout before you complete your purchase.
If free shipping is offered on an order or promotion, the applicable terms will be displayed on the website or during checkout.
4. Delivery Times
Delivery times depend on the destination, shipping method, carrier, product availability, and other circumstances affecting transportation.
Any delivery timeframe shown on the website or at checkout is an estimated timeframe and should not be considered a guaranteed delivery date unless specifically stated otherwise.
Unexpected carrier delays, severe weather, holidays, customs procedures, incorrect address information, and other circumstances outside our reasonable control may affect delivery times.
5. Order Tracking
When tracking information is available, it may be provided to you after your order has been shipped.
You can use the tracking information supplied with your order to monitor its delivery progress.
Tracking information may take some time to become active after the carrier receives and scans the package.
6. Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information when placing an order.
Please carefully review your name, address, apartment or unit number, city, state, postal code, and other delivery information before submitting your order.
If you notice an incorrect shipping address after placing an order, contact us as soon as possible. We will make reasonable efforts to assist, but we cannot guarantee that an address can be changed after an order has entered processing or been shipped.
7. Delayed Deliveries
Although we work with shipping providers to deliver orders as efficiently as possible, delays can occasionally occur.
A delivery may be delayed because of:
- Carrier delays
- Severe weather
- Holidays
- High shipping volumes
- Incorrect or incomplete address information
- Customs or regulatory procedures
- Transportation disruptions
- Other circumstances outside our reasonable control
If your order is delayed, please check the latest tracking information first. You may also contact our customer support team for assistance.
8. Lost or Missing Packages
If your tracking information indicates that a package was delivered but you cannot locate it, please check around your delivery location and with household members, neighbors, or the relevant carrier.
If the package remains missing, contact us so we can review the situation and provide appropriate assistance.
For packages that are confirmed lost during transit, we may work with the shipping carrier to investigate the shipment and determine the appropriate resolution.
9. Damaged Packages
If your order arrives damaged, please contact us as soon as possible.
Provide your order information and, where appropriate, photographs showing the condition of the package and product. This will help us review the issue and determine the appropriate next steps.
10. Customs, Duties, and Taxes
For shipments that cross international borders, customs duties, import taxes, brokerage fees, or other charges may apply depending on the destination.
Where applicable, these charges may be the responsibility of the customer unless otherwise stated during checkout.
Customs processing may also affect the estimated delivery time.
11. Multiple Items in One Order
Depending on product availability and fulfillment arrangements, items from the same order may occasionally be shipped separately.
If your order is shipped in multiple packages, you may receive separate tracking information where available.
12. Order Cancellations
If you need to cancel an order, contact us as soon as possible after placing it.
We cannot guarantee cancellation once an order has entered processing or has been shipped.
Orders that have already shipped may need to be handled according to our Refund & Returns Policy.
13. Delivery Address Restrictions
We may be unable to deliver to certain addresses or locations because of carrier restrictions, service limitations, security requirements, or other logistical circumstances.
If we cannot fulfill delivery to the address provided, we will contact you regarding the available options.
14. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to our shipping services, fulfillment procedures, carriers, or business practices.
Any changes will be posted on this page, together with an updated “Last Updated” date.
15. Contact Us
If you have questions about shipping, order tracking, delivery, or a delayed package, please contact our customer support team through the Contact Us page on our website.
We will make reasonable efforts to assist you and provide information about the status of your order.