SHIPPING POLICY

Processing Time

  • All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email.

  • You will receive a shipping confirmation email with tracking information once your order has shipped.

Shipping Methods

We ship all orders using carrier-calculated shipping rates. The exact shipping cost will be calculated during checkout based on the weight of the items in your cart and your shipping address.

  • Domestic Orders (United States): We use USPS and UPS for all domestic shipments.

  • International Orders: We ship internationally using USPS First-Class Package International Service and UPS International.

Important Shipping Information

  • International Customers: You are responsible for all duties, import taxes, and customs fees that may be incurred.

  • Delivery Times: Delivery times are estimates and not guaranteed. International shipments may take 2-4 weeks to arrive.

  • Tracking: Tracking information may be limited once a package leaves the United States.

EU Shipping Information (Germany, Belgium, and other EU countries)

  • VAT and Customs: All shipments to EU countries are subject to Value-Added Tax (VAT) and customs procedures. These charges are the responsibility of the recipient and are collected upon delivery.

  • Customs Forms: We complete detailed customs forms with specific descriptions of all items in your package as required by EU regulations.

  • Delivery Delays: Please be aware that packages may be held at customs until VAT and any applicable duties are paid. This may cause delivery delays beyond our control.

  • No IOSS Registration: We are not registered with the Import One-Stop Shop (IOSS) system, which means VAT is not collected at checkout and must be paid by the recipient upon delivery.

  • Approximate VAT Rates: VAT rates vary by EU country (approximately 19% in Germany and 21% in Belgium). These charges are in addition to the purchase price.

Packaging

  • All our products are shipped in protective polymailer envelopes to guard against moisture and damage.

  • Our focus is on ensuring your items arrive in perfect condition.

Order Tracking

  • You will receive a tracking number via email when your order ships.

  • Please allow 24-48 hours for tracking information to update after receiving your shipping confirmation.

  • If you have not received your order within the estimated delivery timeframe, please contact us at [your email].

RETURNS POLICY

Return Eligibility

  • We accept returns within 7 days of delivery for unopened, unused items in original packaging.

  • Damaged or defective items can be returned within 7 days of delivery.

  • Custom-designed or personalized items cannot be returned unless they arrive damaged or defective.

Non-Returnable Items

The following items cannot be returned:

  • Card sleeves that have been opened or used

  • Stickers that have been removed from their backing or applied

  • Items marked as "final sale" or "clearance"

Return Process

  1. Contact Us: Email [your email] with your order number and reason for return.

  2. Approval: Wait for our return authorization email before sending anything back.

  3. Packaging: Pack your items securely in their original packaging if possible.

  4. Shipping: Send your return to the address provided in the return authorization email.

  5. Refund: Once your return is received and inspected, we'll process your refund within 5 business days.

Return Shipping

  • Customers are responsible for return shipping costs unless the item arrived damaged or was incorrectly shipped.

  • We recommend using a trackable shipping service for all returns.

  • The cost of return shipping will be deducted from your refund if the return is not due to our error.

Refunds

  • Refunds will be issued to your original payment method.

  • Shipping charges are non-refundable unless your order arrived damaged or was shipped incorrectly.

  • Depending on your financial institution, refunds may take an additional 5-10 business days to appear in your account.

DAMAGED ITEMS

If your order arrives damaged:

  1. Take photos of the damaged packaging and products

  2. Email us at [your email] within 48 hours of delivery

  3. Include your order number and photos in your email

  4. We'll work with you to provide a replacement or refund

CONTACT US

If you have any questions about our shipping or returns policies, please contact us at:

  • Email: koi@koilectibles.com

  • Response Time: Within 24-48 hours, Monday through Friday