Domestic Shipments

• Orders shipping on Kotis accts will ship via UPS, FedEx or USPS based on the best option for that order
• Orders with requested in-hands date will be shipped via guaranteed service such as UPS or FedEx to meet requested in-hands date
• Kotis will adjust shipping speeds to hit requested in hands date (including Next Day Air) and Client will be billed on quarterly report
• Orders paid for by credit card cannot be upgraded to meet in-hands dates at this time. Please contact the Customer Service assistance regarding your order
• Costs associated to upgraded shipping due to a Kotis error or delay will not billed to client

International Shipments

• Orders with Need by Dates will be shipped in a manner to hit that date.  However, delays due to customs or other scenarios out of Kotis control can affect delivery timelines.  Kotis recommends adding days to INTL shipments to help mitigate any unforeseen delays. 
• Orders paid for by credit card cannot be upgraded to meet in-hands dates at this time. Please contact the Customer Service assistance regarding your order
• Kotis ships internationally with FedEx and UPS
• FedEx shipments (as well as UPS) will be sent delivered duty paid (DDP) and client will be billed for all transportation, duty, taxes, and any other fees associated with delivery on quarterly basis (regardless of shipping acct being used).  The receiver is not responsible for any charges
• FedEx International Connect shipments cannot be sent DDP and the receiver is responsible for any duty and taxes the destination country imposes.
• Kotis recommends following our International Shipping Guide to help mitigate any possible delays with your INTL shipments.

Delivery Delays

• Common examples of delivery delays outside of Kotis control and not responsible for:
• Shipment “intercepts” requested by client
• HazMat Shipments (UPS does not guarantee HazMat delivery timelines. No Hazmat to INTL locations regardless of carrier)
• Weather that causes a carrier to delay transit/deliveries (this is a carrier decision, Kotis has no say on this)
• Shipments with incorrect/incomplete address info
• INTL orders require phone # and email addresses
• Services such as USPS, UPS Mail Innovations, UPS SurePost, FedEx SmartPost are not guaranteed services
• Other specific carrier service agreements such as UPS or FedEx - Kotis will work to recoup costs from carrier and pass through any savings recouped
• Should delays occur, contact Customer Service and they will help solve any issues that arise.

Lost Packages

If a package(s) is lost by carrier, customer must notify Customer Service via email with order # in subject line & Kotis will work with carrier to recoup all possible costs allowed regarding lost/missing packages outlined in by each carrier’s service agreements. 

• Not all packages will be eligible for cost refunds
• Based on the value of the good in the shipment, Kotis may suggest to re-ship the order again

Freight Shipments

Orders shipped freight will be arranged by Kotis and bill the client all charges associated with shipment on a quarterly basis.

• All shipments will be sent assuming a dock delivery.  If liftgate is needed, it must be noted to Customer Service prior to arranging freight. 
• Any extra charges associated with the delivery that were not noted at the time of booking will be passed to client and Kotis will not be responsible for any delays in

• If client wants to arrange freight, Kotis will provide all shipments dims and weights to the best of our ability and will not be held liable for carrier costs adjustments once freight leaves Kotis.  Client must email copy of BOL and pallet labels to Customer Service 1 business day prior to freight pickup

• Shipping to Amazon DC’s, tradeshows or convention centers must be noted as special requirements are usually required for those deliveries.  Customer Service will provide client additional details if needed

Issue Resolution & Responsibilities

In the unfortunate instance that a delivery is delayed, Kotis and Client will work together as quickly as possible to resolve. Kotis will take all measures to work with the Carrier to find ways to minimize fees. With all that said if a delay in shipment happens or a shipment is lost by the carrier, the following outlines 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
• If the product is client supplied, and Kotis is given incorrect information regarding the contents and origin
• Force Majeure/Acts of God

        Kotis is fully responsible in the event of

• Timeline delayed due to Kotis miscalculation
• Paperwork incorrectly completed