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 24 – 48 hours for UPS to update their tracking information and still are not able to track your package, please contact us so we can sort it out together.
Do you ship to freight forwarders?
No, unfortunately we do not ship to freight forwarders.
Do you require a signature for delivery?
No, we do not require a signature for delivery.
Do I have to be home at time of delivery?
If you are not home at the time of delivery, a notice will be posted that a delivery attempt was made and it will offer a variety of ways for you to obtain your order.
What does the package look like?
All orders are shipped in a plain, cardboard box. The shipping label will identify the shipper as “Kiiroo.com”.
Which countries does KIIROO ship to?
Albania, Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Lithuania, Macau, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Spain, Sweden, Switzerland, Taiwan, Turkey, United Kingdom, United States.
Can I change my shipping address?
Please contact us to make changes to your shipping address.
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.
Do I have to pay certain import customs, duties and taxes imposed upon delivery?
All international orders outside the European Union, United States, Australia and Canada may be subject to certain import customs, duties and taxes imposed by your country upon delivery. These charges are NOT included in the prices and shipping costs listed on Kiiroo.com.
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 UPS to return the package to our facility.
How do you ship internationally (outside of the United States)?
We ship with:
UPS Worldwide Express Saver.
Meet delivery requirements with this guaranteed, afternoon delivery service. Delivery by end of day; next business day delivery to Canada; delivery in two business days to Europe and Latin America; delivery in two or three business days to Asia. Door-to-door service with in-house customs clearance; up to three delivery attempts.
UPS Worldwide Express
Take advantage of this faster one-to-three day shipping service with guaranteed morning delivery times throughout the world. Delivery by 10:30 a.m. or 12:00 noon; second business day delivery to Europe and Latin America; delivery within two or three business days to Asia. Door-to-door service with in-house customs clearance; up to three delivery attempts.
How are orders shipped to International locations?
All orders are shipped via UPS unless we are shipping to a PO Box or an APO address — these will ship via USPS.
Are duty fees included in the shipping price?
International orders may be subject to additional customs fees and duties. Unfortunately, we are not able include these additional costs as a part of the total amount, as each country has its own duty and customs regulations.
How will the items be declared in customs?
We will declare the actual product value to customs, but name declarations are assigned per the following:
Kiiroo Onyx = massager
Kiiroo Pearl = massage controller
lubricant = water based liquid
Can you ship my item as a “gift”?
If you’d like to send a KIIROO device to your lover, we can absolutely facilitate that. If, however, you’re asking to have a KIIROO device shipped overseas and marked as a “gift” to avoid customs fees, we cannot honor that request.