Store Ordering & Shipping FAQ
This guide covers the most common questions when placing an order through your company’s online store. We are proud of our domestic customer support team and are available to answer any questions you may have M-F 8:00a - 4:00p PST via phone 888-GO-KOTIS or email customerservice@kotisdesign.com
Order Placement & Confirmation
How do I know if my order went through?
You’ll receive a confirmation email after placing your order.
- Check your spam/junk folder if you don’t see it
- If you still don’t receive it, contact customer support to confirm your order was placed
I'm having trouble placing my order
No problem - reach out to us via phone and we'll walk you through it
Promo Codes & Checkout Issues
My code isn’t working. What should I do?
Double check the following:
- Confirm the code has not expired
- Make sure you’re using it on the correct store (codes are store-specific)
- Ensure you are within your allowance (points or quantity limits)
Order Changes (Size, Address, etc.)
Can I update my order after placing it?
Orders are processed quickly, so changes are not guaranteed.
- If you need to update size, address, or item selection, contact customer support as soon as possible
- If the order has already shipped, changes cannot be made
Shipping & Tracking
How long does it take for orders to ship?
In-stock orders ship within 2 business days.
How long does delivery take?
Delivery timelines vary based on your location and shipping method, but domestic orders arrive within 1–5 business days and international orders 5-30 business days after shipping.
How do I track my order?
You will receive a tracking link via email once your order has shipped. It may take a couple of hours for tracking status to update after receiving.
What if I need my order sooner?
If the only available shipping method during checkout is "Economy" this means that expedited shipping is not available from this store. Your item will ship within 1 - 2 business days, provided there are no backordered or preordered items, and will arrive within 3 - 5 business days (for domestic orders) or 2 - 8+ weeks depending on a number of factors (for international orders). More information on expediting delivery here.
What happens if my package is lost or delayed?
Contact us and we'll work with the carrier on your behalf and ensure you receive your order
Returns & Exchanges
Can I return or exchange my item?
Yes, return or exchange your item within 30 days via this link
If your item arrives damaged or incorrect, contact customer support with a photo and we’ll make it right
More instructions on processing a return here
International Orders
Do you ship internationally?
Yes, international shipping is available
What should I expect with international shipping?
- Delivery times range from 5-30 days
- You must use a local contact phone # and email address when placing your order
- The carrier or customs may reach out to you as the recipient to confirm information required for delivery
- View country specific requirements here
- Respond to them promptly to ensure delivery
- For shipments you are placing, do not include the company name. This confuses customs on which Tax ID to use.
- Customs duties, taxes, and fees may apply
- For more information on international shipping, view here.
Still Need Help?
If you have any questions or issues, please reach out to our customer service team at customerservice@kotisdesign.com or via phone at 888-GO-KOTIS. Have your order number ready for faster assistance.