Frequently Asked Questions
Find answers to our most common customer questions below. If you do not find the answer you are looking for, please contact us at support@kooyzin.com or call +1 609-447-2982.
Shipping Questions
Q1: How long will it take to receive my order?
We offer two shipping options. With Standard Delivery (free), orders are processed within 1 to 3 business days and delivered within an estimated 7 to 12 business days. With Express Delivery ($11.00), orders are delivered within an estimated 5 to 7 business days. Delivery times are estimates and may vary based on your location and carrier conditions.
Q2: What shipping options do you offer?
We offer two shipping options at checkout:
• Standard Delivery — Free. Estimated 7 to 12 business days after shipment.
• Express Delivery — $11.00 flat fee. Estimated 5 to 7 business days after shipment.
Express orders are prioritized during fulfillment and dispatched through faster carrier services.
Q3: Do you ship outside the United States?
Currently, Kooyzin ships only to addresses within the United States. We do not ship to U.S. territories, P.O. boxes, or international destinations at this time.
Q4: Why might my order be shipped in multiple packages?
If your order contains multiple items, they may be shipped from different fulfillment locations and may arrive separately. You may receive more than one tracking number. This is completely normal and does not indicate that any part of your order is missing.
Tracking Questions
Q5: How do I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and a direct link to track your package on the carrier's website. Please allow 3 to 5 business days after receiving the tracking email for updates to appear in the carrier's system.
Q6: My tracking information is not updating. What should I do?
Tracking updates can sometimes be delayed for a few days, especially when a package is in transit between facilities. If your tracking has not updated after 7 business days, please contact us at support@kooyzin.com with your order number and we will investigate with the carrier on your behalf.
Returns and Refunds
Q7: What is your return window?
We accept returns within 30 days of the delivery date, provided the item is unused, in its original condition, and in original packaging. Items returned outside of this window or that do not meet our return criteria will not be accepted.
Q8: Is there a cost to return an item?
No. Kooyzin covers all return shipping costs. There is no charge to you when returning an item. Simply contact us at support@kooyzin.com and we will provide you with return instructions and a prepaid return label.
Q9: How do I start a return?
To initiate a return, please email us at support@kooyzin.com with your order number and the reason for your return. Our team will respond within 1 to 2 business days with return instructions and a prepaid return label. Please do not send items back without first contacting us.
Q10: How long will my refund take?
Once we receive and inspect your return, we will process your refund within 10 business days. The refund will be issued to your original payment method. Your bank or card issuer may take additional time to post the credit to your account.
Product Quality
Q11: How do you ensure product quality?
At Kooyzin, we carefully curate our product selection from trusted suppliers and fulfillment partners. Our product selection standards evaluate material quality, functionality, customer satisfaction, and safety. We strive to offer only products that meet our quality benchmarks.
Q12: What if my item arrived damaged or defective?
If you received a damaged or defective item, please contact us within 7 days of delivery at support@kooyzin.com. Include your order number and clear photos of the damage or defect. We will promptly arrange a replacement or a full refund at no additional cost to you.
Order Changes
Q13: Can I change my order after placing it?
We process orders quickly, so changes may not always be possible. Please contact us immediately at support@kooyzin.com or call +1 609-447-2982 if you need to change your order. We will do our best to accommodate your request before the order enters fulfillment.
Q14: What if I entered the wrong shipping address?
Please contact us immediately if you notice an error in your shipping address. We will attempt to correct it if the order has not yet been fulfilled. We cannot guarantee address changes after fulfillment has begun, so please double-check your address carefully before completing checkout.
Payment and Security
Q15: What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay, and Google Pay. All payments are processed in United States Dollars (USD) through secure, PCI-DSS compliant payment processors.
Q16: Is it safe to shop on Kooyzin?
Absolutely. Our website uses SSL encryption to protect all data transmitted during your visit and checkout. We partner with PCI-DSS compliant payment processors and do not store your full payment card information. Your security and privacy are our top priorities.
Q17: Will I receive a confirmation email after placing an order?
Yes. You will receive an order confirmation email at the address you provided during checkout shortly after your purchase is complete. This email includes your order number and a summary of your order. Please save this email for your records.