Shipping policy

SHIPPING POLICY

Last Updated: December 7, 2025

At Kotos, we are committed to delivering your order safely and promptly. This Shipping Policy outlines our processing times, shipping methods, delivery estimates, and important information regarding your order fulfillment.

1. COUNTRIES WE SHIP TO

We currently offer shipping to the following countries:

  • United States (including Hawaii and Alaska)
  • United Kingdom
  • Canada
  • Australia

Please note that shipping is not available to countries not listed above. If you have questions about shipping to your location, please contact us at hello@hellokotos.com.

2. ORDER PROCESSING TIME

All orders are processed within 1-2 business days (excluding weekends and holidays) from the time you receive your order confirmation email. During this time, we conduct a complete quality control check of your products before packaging to ensure everything meets our standards.

Important Notes:

  • Orders placed on Friday evening, Saturday, or Sunday will be processed starting the following Monday.
  • During holiday periods or high-volume sales events (such as Black Friday, Cyber Monday, Christmas season), processing times may extend slightly due to increased order volume.
  • Weekends and public holidays are not considered business days for processing or shipping purposes.

You will receive a shipping confirmation email with tracking information as soon as your order has been dispatched from our warehouse.

3. SHIPPING METHODS AND DELIVERY TIMES

We ship all orders via reliable national postal services with full tracking capability. Delivery times vary by destination country:

United States (Contiguous States)

Standard Shipping: 5-9 business days

  • Free shipping on all orders
  • Delivered via USPS (United States Postal Service)
  • Full tracking included

United States (Hawaii & Alaska)

Standard Shipping: 15-20 business days

  • Free shipping on all orders
  • Delivered via USPS
  • Full tracking included
  • Extended delivery time due to remote location and additional transit requirements

United Kingdom

Standard Shipping: 5-8 business days

  • Free shipping on all orders
  • Delivered via Royal Mail
  • Full tracking included

Canada

Standard Shipping: 6-9 business days

  • Free shipping on all orders
  • Delivered via Canada Post
  • Full tracking included

Australia

Standard Shipping: 6-10 business days

  • Free shipping on all orders
  • Delivered via Australia Post
  • Full tracking included

Please Note:

  • Delivery times are estimates and begin counting from the date of shipment, not the date of order placement.
  • During peak holiday seasons, extreme weather conditions, or periods of high shipping volume, delivery times may be slightly longer due to carrier delays beyond our control.
  • Customs clearance times in your country may affect delivery speed but are typically included in the estimated timeframes above.

4. TRACKING YOUR ORDER

Every order is shipped with full tracking capability. Here's what to expect:

Receiving Your Tracking Number

Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email containing:

  • Your tracking number
  • A direct link to track your package
  • Estimated delivery timeframe

When Tracking Becomes Active

Important: Tracking information may take 24-48 hours to become active in the carrier's system after you receive the tracking number. This delay is normal and occurs because the carrier needs time to scan and process the package into their network.

If your tracking number shows no information after 48 hours, please contact us.

How to Track Your Order

You can track your order using one of these methods:

  1. Click the tracking link in your shipping confirmation email
  2. Visit the carrier's website and enter your tracking number manually
  3. Contact us at hello@hellokotos.com, and we'll provide you with the latest update

Tracking Not Working?

If you do not receive a tracking number within 2 days of your shipping confirmation, or if the tracking information is not updating, please contact us immediately at hello@hellokotos.com with:

  • Your full name
  • Your order number
  • A description of the issue

Our customer service team will investigate and assist you promptly.

5. SHIPPING COSTS

All orders ship FREE to the United States, United Kingdom, Canada, and Australia.

We believe in transparent pricing, so the price you see at checkout is the final price you pay—no hidden shipping fees.

6. CUSTOMS, DUTIES, AND TAXES

International Orders

For orders shipped outside the United States, you may be subject to import duties, customs fees, and taxes imposed by your country's government. These charges are the responsibility of the recipient and are not included in your order total or shipping costs.

Important Information:

  • Kotos has no control over these charges and cannot predict their amount
  • These fees are typically collected by the shipping carrier or customs office upon delivery
  • Refusal to pay customs fees may result in the package being returned to us, and you may be responsible for return shipping costs
  • Please check with your local customs office for more information about potential charges before placing your order

Tax Collection

Sales tax or VAT may be collected at checkout depending on your shipping destination and local regulations.

7. ORDER MODIFICATIONS AND CANCELLATIONS

Changing Your Shipping Address

Before Shipment:

If your order has not yet been shipped and you need to change your delivery address, please email us immediately at hello@hellokotos.com with the subject line "Address Change Request" and include:

  • Your order number
  • Original shipping address
  • New shipping address

Our team will make the necessary changes as quickly as possible.

After Shipment:

If your order has already been shipped, we will work with you and the carrier to attempt to redirect your package, if possible. Please note that:

  • Not all carriers allow address changes after shipment
  • Additional fees may apply for address redirection
  • We cannot guarantee successful redirection

Cancelling Your Order

Before Processing:

If you wish to cancel your order, you must contact us via email at hello@hellokotos.com within 1 hour of placing your order. Please include:

  • Your order number
  • Reason for cancellation (optional)

We will process your cancellation request and issue a full refund to your original payment method.

After Processing/Shipment:

Once an order has been processed and shipped from our warehouse, it cannot be cancelled. You will need to receive the order and follow our Returns and Refunds Policy if you wish to return the items.

8. INCORRECT OR INCOMPLETE SHIPPING ADDRESS

You are responsible for ensuring that the shipping address provided at checkout is accurate and complete.

If you provide an incorrect or incomplete address:

  • Your package may be delayed, returned to sender, or lost
  • You may be responsible for additional shipping costs to reship the order
  • We are not responsible for orders delivered to incorrect addresses provided by the customer

To avoid delivery issues, please:

  • Double-check your shipping address before completing checkout
  • Include apartment/unit numbers if applicable
  • Provide a phone number for carrier contact if needed
  • Ensure the recipient name matches the delivery address

9. LOST OR STOLEN PACKAGES

Package Marked as Delivered But Not Received

If your tracking information shows that your package was delivered but you have not received it:

  1. Check with neighbors or household members
  2. Look around your delivery location (porches, mailboxes, building offices)
  3. Contact your local post office with the tracking number
  4. Wait 24-48 hours, as sometimes packages are marked delivered before actual delivery

If you still cannot locate your package after 48 hours, contact us at hello@hellokotos.com, and we will investigate with the carrier.

Package Lost in Transit

If your tracking information has not updated for more than 7 business days beyond the estimated delivery date, please contact us immediately. We will:

  • File a claim with the shipping carrier
  • Work to resolve the issue as quickly as possible
  • Provide a replacement or refund if the package cannot be located

Please note: We are not responsible for packages stolen after confirmed delivery by the carrier.

10. UNDELIVERABLE PACKAGES

Packages may be returned to us as undeliverable for several reasons:

  • Incorrect or incomplete address
  • Recipient refused delivery
  • Package unclaimed at post office
  • Customs issues (international orders)

If your package is returned to us:

  • We will notify you via email
  • You may be responsible for additional shipping costs to reship the order
  • If you do not wish to reship, we will process a refund minus the handling fee and the original shipping costs (if applicable) once the package is received back at our warehouse.

11. DELIVERY DELAYS BEYOND OUR CONTROL

While we strive to ensure timely delivery, certain circumstances beyond our control may cause delays:

  • Natural disasters, severe weather conditions
  • Carrier delays during peak holiday seasons
  • International customs processing delays
  • Public health emergencies or restrictions
  • Labor strikes or carrier operational issues
  • Incorrect address provided by customer

We are not responsible for delays caused by these circumstances but will do our best to keep you informed and assist where possible.

12. DELIVERY SIGNATURE REQUIREMENTS

Most packages do not require a signature upon delivery and may be left at your address by the carrier. However:

  • High-value orders may require a signature
  • You can request signature confirmation by contacting us before shipment
  • If you will not be available to sign, please provide delivery instructions to your carrier

13. CUSTOMER SERVICE AND CONTACT INFORMATION

For any questions, concerns, or assistance regarding shipping, tracking, or delivery, please contact us:

Email: hello@hellokotos.com

Customer Service Hours (CET/CEST):

  • Monday - Friday: 9:00 AM - 8:00 PM
  • Saturday: 9:00 AM - 1:00 PM
  • Sunday: Closed

We respond to all inquiries within 24-48 business hours depending on the nature and urgency of your request.

14. CHANGES TO THIS SHIPPING POLICY

We reserve the right to modify this Shipping Policy at any time. Changes will be posted on this page and will take effect immediately for all orders placed after the update date.

We recommend reviewing this policy periodically to stay informed about our shipping practices.

Thank you for choosing Kotos. We appreciate your business and are committed to delivering your order with care and efficiency.

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