Our warehouses work round the clock to pick and pack each order. Orders are sent out to shipping carriers usually within an hour of the order being placed. Please note that it can take up to 24-48 hours till the tracking information is know, then an
For your protection, we suggest all returns should be sent via a traceable carrier. All items that are unopened and unused can be returned for a partial refund. We will deduct shipping costs and pick and pack costs; roughly around USD $22 - USD $25.
If your order hasn't shipped within the expected timeframe, we apologize for the delay. First, we will contact our Warehouse to conduct an investigation into the matter. We kindly ask for your patience during this process. In the meantime, please con
Unfortunately, once an order is labelled and shipped, we are unable to amend the delivery address or redirect it to a DHL pickup station. If you expect that you won't be home to receive your order, we encourage you to contact the carrier directly and
If you accidentally entered the incorrect shipping address for your order, please contact us as soon as possible. We can update your address, but it is crucial to notify us before your order is shipped to ensure that your package is delivered to the
We ship internationally via our warehouses, which decide the most appropriate carrier based on the destination. It is not possible for customers to select a preferred carrier for international shipments. Rest assured that we strive to choose carriers
If the carrier has the wrong address or if you have not received your package, please check the address in your order confirmation and with your neighbors first. If the package was delivered to the wrong address, or if it's marked as delivered but yo
If the tracking information shows your package has been delivered but you haven't received it, we recommend contacting the carrier directly as they may have more accurate information on the parcel's location. Check your mailboxes and with neighbors i
If you are not receiving updates on your order's shipping status, we apologize for any inconvenience. Our customer service team will contact our Warehouse Team to check the status and verify it with the carrier. If it is necessary, we will be happy t
If your product is defective, you can proceed with a warranty replacement by providing us with your original proof of purchase, such as a confirmation email or order number. This documentation will help us verify your eligibility for a warranty repla
If you are interested in purchasing a Kiiroo product and reside in a country not listed on our website, please let us know which country and full address you're in. We will explore potential shipping options or alternative arrangements that may allow
If you notice no updates on your order, please consult your order tracking information for the most recent status. You should see updates, including an estimated delivery date. If you require further assistance, please reach out to our customer servi
If your package was delivered to the wrong address or you suspect it has been stolen, please verify your delivery address in your order confirmation. Contact your neighbors to see if they received your package by mistake. We advise filing a claim wit
Our Cancellation Policy allows for contacting us within one hour to cancel an order and receive a full refund. If the order has already shipped, the cancellation is not possible. If you wish to return the product after shipping, you may reject the pa
For requesting a replacement for a faulty or non-functional device, please follow these steps:. We will review your request and proceed with the replacement process if your device falls under our warranty policy and the defect is confirmed.