The overwhelming majority of shipments sent via major carriers like UPS, USPS and FedEx arrive intact and on time. However, shipping issues cannot be avoided and are the unfortunate reality when shipping in high volumes. We understand that there’s nothing more disappointing than an order that arrives damaged or delayed. In the unfortunate instance you experience a shipping issue, Kotis will work quickly to find a solution.

Lost Orders

If a package(s) is lost by carrier, notify Customer Service via email with order # in subject line & Kotis will work with carrier to report the shipping issue.  Based on the value of the good in shipment, Kotis may suggest to re-ship the order again. 

Approximately 98% of orders will arrive  accurate and will be damage free, in good working order. However, any given shipment passes through many different hands along the supply chain and improper handling, water exposure and many other possibilities can impair an order.  When an order is damaged via transit, we will work with you to determine if replacements should be sent. When it comes to credits, please reference our Mis-Shipments & Damages Grid to determine if you’re eligible. 

International Shipping Issues

Unlike domestic shipping, international shipping comes with more complex shipping rules and regulation. While we can ship almost anywhere in the world, there will be a higher chance of delays, delivery barriers and unreliable in country postal systems resulting in shipping issues.

Kotis will take all measures to prepare orders for safe passage internationally and partner with the most trusted carriers in the world. With that said if a delay in shipment happens or a shipment is lost by the carrier, the following outlines the financial responsibility:

        Client is fully responsible in the event of:

• Consignee Rejects Order or If Customs or Carrier cannot reach Consignee
• In-Country inspection
• Incorrect shipping address or shipping address entered by client or end user.
• If the product is client supplied, and Kotis is given incorrect information regarding the contents and origin
• Force Majeure/Acts of God
• Carrier loses the package OR recipient claims it was never delivered

        Kotis is fully responsible in the event of

• Timeline delayed due to Kotis miscalculation for domesitc shipments
• Paperwork incorrectly completed
• Failure to adequately respond to customs broker or carrier

Why We Don’t Insure our Packages

In short – the cost.

In order to pass on the lowest shipping rates, we do not insure our packages. Over extended periods of time, it is our experience that the cost of shipping insurance far exceeds the cost to replace damaged, lost and stolen goods. In general, ecommerce sites that use shipping insurance tend to ship high-value products, such as high-end jewelry or expensive electronics.