NOTE: Due to the strict COVID-19 safety protocol you may experience longer than normal shipping times.
Thank you in advance for understanding and allowing us to try to keep everyone safe
I just placed an order, can I cancel it?
Unfortunately, we are unable to cancel an order once it has been fulfilled, and packed. We strive to dispatch orders efficiently to meet the expectations of our valued customers.
I only received one of the items in my order, where is the rest?
We do our best to pack all item(s) to the specifications of your original order, if for some reason you are missing an item(s) upon your delivery please e-mail Customer Service at firstname.lastname@example.org subject: missing items + order number
Can I change my ship to address after my order has been placed?
Please note we are unable to update an order once it has been fulfilled, and/or packed. We do not change addresses placed on orders for security reasons. You’re welcome to contact USPS and have the package forwarded to your new address. We strive to dispatch orders efficiently to meet the expectations of our valued customers.
Can I change my order after it has been placed?
Our warehouse pick & pack team fulfills each order according to invoice. Unfortunately, we are unable to change items or sizes once an order has been placed, but we’ll do our best to get your change made before your order goes out.
All preorders have an estimated ship date which can be found in the product description, and orders placed will be charged upfront during checkout. Unfortunately we do not offer cancellations, refunds, or exchanges on pre-orders as all these products are custom made to order. If you have any questions or concerns about your order please email email@example.com
How long will it take to receive my order?
All preorders are shipped via United States Postal Service with standard ground delivery service. Please allow 6-10 BUSINESS DAYS for order processing and payment verification. Estimated ship dates are listed in the product description. Please note International orders can take up to 8 weeks to arrive due to customs package verifications.
How much will it cost to ship my order?
Domestic Orders: A flat rate of $7.95 is charged on all domestic orders.
Canada & Mexico Orders: All rates will be shown at check out based on the weight, and the city for orders shipping to Canada or Mexico
International/Worldwide Orders: All rates will be shown at check out based on the weight, and the city for orders shipping internationally.
Note: Your country may charge tax and duty fees to take delivery of the items you've ordered based on the value of the item(s) being delivered. This is not a fee or tax set by the sender but by the ship to country to receive packages from outside of the country you reside in.
What shipping carrier do you use to delivery orders?
Will you provide tracking?
Yes, once your order has been fulfilled, packed, and had a label created to generate your tracking number you will automatically receive an e-mail confirmation.
Tracking is telling me my label has been created, but it's not updating where it is. Why is this?
This means one of two things: It is being processed currently or UPS did not capture the initial scan when they picked up your order. Tracking will be updated as soon as UPS scans the shipment into their system.
How long will it take to receive my order?
All orders are shipped via UPS with standard ground delivery service. Please allow 3-4 BUSINESS DAYS for order processing and payment verification as well as an additional 5-10 business days for delivery. International orders can take up to 8 weeks to arrive.
What if my order is lost?
If the address provided to us upon checkout matches the exact address we shipped your order to and your tracking reads as successfully shipped, it is the sole responsibility of the carrier to deliver it to you. We are not responsible for lost or stolen packages and you should contact your local post office should any problems arise. Tip: if you're not going to be home during delivery hours, we suggest calling UPS and asking them to hold your package at a local post office for pick up to prevent it from being lost or stolen. If an item is returned to sender for an incomplete/incorrect address, store credit less the shipping cost will be issued upon the Kali Uchis Shop receiving the package.
If your tracking information states that your package was delivered and you have not received it; you must contact us within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process. Claims can take up to 30 days, depending on the shipping carrier used, to complete.
Kali Uchis Shop does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
What is your return policy?
If you are not 100% satisfied with your purchase, you can exchange or return your order to us within 14 days to receive a store credit only.
How do I exchange or return an item(s)?
All exchanges and/or returned products must be unworn, in the state you received them, and in the original packaging.
Please send your return with your packing slip/invoice to:
KALI UCHIS SHOP
1 Viper Way
Vista, CA 92081
Please feel free to contact Kali Uchis Shop directly with any questions at firstname.lastname@example.org