We understand how frustrating shipping issues can be. If your package is delayed, lost, or arrives damaged, please contact us and we will help review the situation.
What should I do if my package is delayed?
Please check your tracking link first for the latest carrier updates. If the tracking has not updated for more than 7 business days, contact us with your order number and tracking number.
What should I do if my package is lost?
If your tracking shows no movement for an extended period, or if the carrier confirms the package may be lost, please contact us. We may need to open an investigation with the carrier.
What should I do if my package says delivered but I cannot find it?
Please check your mailbox, front door, side entrance, building office, reception area, or with neighbors. If the package still cannot be found, contact us as soon as possible.
What should I do if my order arrives damaged?
Please contact us within 7 days of delivery. To help us review the issue, please provide:
Order number
Photos of the damaged item
Photos of the shipping box and packaging
A brief description of the issue
Will I receive a replacement or refund?
After we review the case, we will let you know the available options. Depending on the situation, we may offer a replacement, repair solution, refund, or carrier claim support.
Contact us for shipping issues:
Email: info@kotin.com
Phone: (626)995-1310