FAQ

We can’t wait for you to get your order! Our current processing time in the warehouse is 3-5 business days. We are working hard to get your orders shipped as quickly as possible! Once your order ships, you will receive your tracking information for the most up-to-date status of your order as well as delivery notifications!

Please note, worldwide shipping delays are impacting several orders causing many packages to experience longer shipping times. We really appreciate your patience and support as we navigate these crazy times together!

Ground Shipping: Once your order ships, it will take 3 to 10 business days for delivery, based on how far you are from our warehouses.

PLEASE NOTE: Once orders depart our warehouse, orders may experience delays due to the safety measures, increased volume, and staffing issues all shipping carriers are experiencing. Please reach out to UPS, USPS, or Fedex should you have any questions regarding your delivery status.

The contact numbers for our carriers are below...be sure you have your tracking information handy before reaching out:

UPS:

1.800.742.5877

www.ups.com

USPS:

1.800.275.8777

www.usps.com

FEDEX:

1.800.463.3339

www.fedex.com

Unfortunately, as stated in checkout and on our order confirmations, since we strive to ship as fast as possible and orders are locked into our inventory and payment systems as soon as they are placed, we aren’t always able to cancel any orders. To determine if your order is able to be cancelled, please reach out to us at info@koeei.com . If we are unable to cancel the order and you choose to return any items, you will be responsible for the return fees that are associated.

You will receive an order confirmation email once your order is placed, which will include purchased items, order total and order number.

Are you looking to track your order? When your order ships out, you will receive a Shipping Confirmation email from info@koeei.com with your tracking number. Depending on the product ordered, the email could take up to 3 business days to be sent. Once you receive the email, enter your tracking number below to check your delivery status quickly.

For looking to track your order, click here.

Order Numbers don’t instantly update with available Delivery Status. If your tracking number shows that it is currently unavailable, do not be alarmed - Your order has been shipped out and is in transit to the local post office. Tracking should be updated within a few business days. Depending on the destination, the order may take a few days to be delivered.

Happy shopping!

Love from The Koeei™ Team 

Unfortunately, we are unable to ship one order to two separate addresses. You will need to place two different orders going to two separate locations!

Unfortunately, as stated in our order confirmation, we are unable to change the address on the order after it has been shipped. Note: Please confirm the address information when filling in the address, and it is best to provide valid contact information so that it can be delivered correctly.

However, you can contact us as soon as possible and provide the correct address before the order is shipped. Please contact us at  info@koeei.com and we will help you make changes and explain.

Courier Delivery Time

We provide direct air mail service worldwide from Standard to Express shipping. Once your order is shipped, you will receive the tracking code and instructions from our email info@koeei.com.

Ground Shipping: Once your order ships, it will take 3 to 10 business days for delivery, based on how far you are from our warehouses.

Once Koeei ships the package and it leaves our facility, we have completed our responsibility as the shipper of the product, and the package is now in the hands of the shipping company (or carrier) used to ship your goods. Please reach out the shipping company for more information should your tracking number stop showing any movement.

PLEASE NOTE: Once orders depart our warehouse, orders may experience delays due to the safety measures, increased volume, and staffing issues that all shipping carriers are experiencing. Please reach out to UPS, USPS, or FedEx should you have any questions regarding your delivery status The contact numbers for our carriers are below...be sure you have your tracking information handy before reaching out:
UPS:

1.800.742.5877

www.ups.com

USPS:

1.800.275.8777

www.usps.com

FEDEX:

1.800.463.3339

www.fedex.com

If your package shows delivered but you are not in possession of it, please be sure to check with your neighbors or family members. Unfortunately, mistakes can happen and packages are often delivered to the wrong location, even if the address on the order is correct. If you are unable to locate the package, please reach out to us at info@koeei.com.

Please note:

Shipping does not include Weekend delivery.

Orders received after 9 AM PT will not be processed to ship until the next day. If the order comes in after this time there is an additional day added to the shipment pushing out the freight time.

For our express and expedited delivery options, we require a signature for the items to be delivered fully. Please note that will make 3 delivery attempts before they send the package back to us.

Should you receive a note from regarding your delivery, please review the delivery note and ensure you are following the instructions to receive your package.
Should you have any questions or need assistance selecting which shipping option you should use, please feel free to email us here or live chat with us by hitting the message button below.

We try our best to ensure you don't have to pay additional import or customs taxes/duties. However, sometimes it is out of our control for local tax laws.

If you are charged additional taxes/duties at the border, you are responsible for the initial payments imposed by your local tax department. However, do email us the situation afterward. And we will see if we can find ways to remedy you in your next purchase or by offering you dedicated discount codes.

No! We know our customers love to send our products as gifts, so the prices are only located on the order confirmation and not on the packing slips sent in the boxes!

We understand how frustrating it can be when packages go missing!

Once Koeei ships the package and it leaves our facility, we have completed our responsibility as the shipper of the product, and the package is now in the hands of the shipping company (or carrier) used to ship your goods. Please reach out the shipping company for more information should your tracking number stop showing any movement.

PLEASE NOTE: Once orders depart our warehouse, orders may experience delays due to the safety measures, increased volume, and staffing issues that all shipping carriers are experiencing. Please reach out to UPS, USPS, or Fedex should you have any questions regarding your delivery status
The contact numbers for our carriers are below...be sure you have your tracking information handy before reaching out:

UPS:

1.800.742.5877

www.ups.com

USPS:

1.800.275.8777

www.usps.com

FEDEX:

1.800.463.3339

www.fedex.com

If your package shows delivered but you are not in possession of it, please be sure to check with your neighbors or family members. Unfortunately, mistakes can happen and packages are often delivered to the wrong location, even if the address on the order is correct. If you are unable to locate the package, please reach out to us atinfo@koeei.com.

Order Online: The most convenient way to purchase Koeei is on www.koeei.com. Shop the full line of products (whenever you want!), create a wish list, and open an account for easy checkout! Just add the items to your bag and check out from there!

Please always check the accuracy of your order before submitting it. If you make a mistake, you can contact us at info@koeei.com as soon as possible before it is sent to ask if you can change it. If it shows that it has already been sent, it is usually impossible to intercept and change it.

Explore our:
FREE SHIPPING FOR 2 OR MORE ITEMS

BUY 2 GET 10% OFF

BUY 3 GET 20% OFF

Free shipping does not apply to international or expedited orders, orders that include products with handling surcharges or oversized item delivery fees, and/or previously placed orders. Automatically applied at checkout when order qualifies. Does not apply to returns. Terms of offer are subject to change without notice. Additional fees apply for express or overnight shipping, where available.

Follow us on Facebook and Instagram and sign up for our emails to be the first to hear about special sales and new releases! Only one promo code may be used per order.

do not partner with Retail Me Not or other promo code websites, so unfortunately all of the codes on their page are expired or are not active on www.koeei.com.

Follow us on Facebook and Instagram and sign up for our emails to be the first to hear about special sales and new releases! Only one promo code may be used per order.

You can see our size click here !

For Return/Exchange Policy,click here.

So sorry you didn't receive your return label! We've noticed that most of the time when this occurs, it's due to the email with the label ending up in the customer's spam/junk folder. We recommend that you check there to see if that is where the email went. If so, you can add the email (info@koeei.com) to your "Safe Sender" or "Trusted Sender" list on your email application/platform. This should ensure that any future return label emails will be delivered to your inbox, instead of spam/junk!

If you're still having trouble finding your label, please reach out to our Customer Experience Team at info@koeei.com.