2024 Shipping Update

We know that you are excited to receive your new product! With the volume of shipments within our warehouses, coupled with safety precautions that carriers must adhere to due to the global situation, delays from our indicated shipping times may be expected. Please rest assured we are working to ship all orders as quickly as possible.

Our shipping times may exceed the specified up-to 7 business days. Orders to United Kingdom can take up-to 10 business days to be delivered due to custom clearance.

What happens to orders with Pre-order products?

Shipment of your in-stock items may be delayed until your pre-order item is ready for shipping. To ensure faster delivery of your in-stock items, we recommend making two separate orders - one for your pre-order items and one for your in-stock items.

Will I have to pay additional fees to receive my order?

Orders outside of European Union (EU), the United States and Australia may be subject to additional customs fees and duties.

In particular; orders from Iceland, Norway, Switzerland, and the United Kingdom, will incur an additional fee at checkout of $25.00 if the order is less than $100.00 dollars and $15.00 if the order is over $100.00

Why does my tracking number not work?
Most tracking numbers will be trackable within 24 hours of receipt of the email notification. If you received your tracking number and you’ve waited for 24 – 48 hours for your carrier to update their tracking information and still are not able to track your package, please contact us so we can sort it out together. 

What does the package look like?
All orders are shipped in a plain cardboard box. The shipping label will identify the shipper as Kiiroo via one of our regional shipping carriers depending on the country you live in.

Which countries do we ship to? Some products are not available in all regions.
Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Lithuania,Luxembourg, Macau, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United States.

Can I change my shipping address?
Please contact us to make changes to your shipping address.

Can you ship to P.O. Boxes/Packet Stations?
At this time, only U.S. based orders can be shipped to P.O. Boxes. Unfortunately, this is not an option for orders outside of the U.S.

How can I change or cancel my order?
Contact us to change or cancel your order; unfortunately, we cannot guarantee that the change can be made before the order ships. We regret any inconvenience this may cause you.

What happens if my package was sent back?
If a package is refused upon delivery and returned to our facility without an RMA number, the product value will be refunded upon receipt, less the original shipping fee as well as the shipping fee charged by your carrier to return the package to our facility.