International Orders FAQs
Why does it take so long?
Most likely, your order was shipped via FedEx International Connect. It may take 4 weeks or less, depending on the destination country, as your order will stop at multiple distribution hubs along the way and must clear customs.
My order shows as shipped, but tracking indicates it hasn't been picked up.
Kotis marks orders as shipped once your order has been packaged and the shipping label is created. Your package will be marked as "picked up" once FedEx has picked up your order and itemized it at a domestic distribution hub. This happens before shipping to an international hub near your country.
Tracking shows my package has been delivered, but I have not received my order. What’s happening?
FedEx International Connect will hand your package off to your local post office to handle the shipment to your door. You will receive a tracking number on the FedEx tracking page to follow the local stage of shipment on your post office's webpage.
Examples of Local Post Office Tracking Pages;
- Brazil: https://www.correios.com.br/
- India: https://www.indiapost.gov.in/_layouts/15/DOP.Portal.Tracking/TrackConsignment.aspx
- UK: https://www.royalmail.com/track-your-item#/
Will I have to pay customs tax/duty for my order?
If you are required to pay anything for your package, you will be contacted once your order has arrived in its destination country. You are responsible for paying for any customs taxes or duties if you are contacted.
Where do I find my invoice for customs?
Contact your local post office with your local tracking number if you would like to receive a copy of your invoice.
What information is required to ship to India?
Please see our Shipping to India Requirements for more information and KYC forms to clear items in customs.
Need more help?
Reach out to our Customer Service team for further assistance. We're happy to help!