FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received and respond promptly. We mostly reply within 24 hours of receiving a message or email.

 

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's only sometimes possible to process address change requests. If you notice an error, Please email us ASAP with your name and order # so we can correct (s) to your package before it departs.

There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!

 

HOW LONG IS THE PROCESSING PERIOD?

Order processing times are one business day after the day you placed your order.

Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may go up to 2 business days after placing your order.

 

GENERAL SHIPPING INFORMATION:

Our warehouse processes and ships out all orders Mondays - Saturday (excluding major holidays). After placing your order, your package should be shipped out within 7-10 business days. 

 

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order, you may receive separate packages that may arrive 1~2 business days apart.

 

OUT OF STOCK/BACKORDERED ITEMS:

If any of your items are out of stock, we will email you to let you know when we expect to have the items shipped out. If the things are not likely to be restocked within two weeks, we will automatically refund you for those items.

 

ADDRESS CHANGES:

Our warehouse staff are super quick, so if you notice an error, please email us ASAP with your name and order number so we can try to catch your package before it departs.

There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!

 

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We apologise that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

 

HOW CAN I TRACK MY ORDER?

If you're eager to track your order, the process is simple and straightforward. All you need to do is reach out to our dedicated customer support team. Feel free to send an email to support@kimgoods.com, and our friendly and efficient customer support representatives will promptly assist you with the information you need regarding the status and location of your order. Your satisfaction is our priority, and we're here to ensure you have a seamless and informed shopping experience.

 

WHY ISN'T MY TRACKING NUMBER WORKING?

Often, tracking numbers can take up to 2 days to show updates. If your tracking number doesn't work, please let us know so we can ensure your items were shipped correctly.

 

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

If any purchased items are missing or damaged, please contact us immediately to resolve the issue.

We have a money-back guarantee, which lasts 30 days before the delivery of your order, so make sure to contact us within that time frame. To get a hold of us to assist you, please use the Contact Us tab or email us at support@kimgoods.com.

 

Do I need to pay VAT?

Our customers do not need to pay for importing fees, duties, or VAT(Valued Additional Tax). However, Depending on the receiving country, your package may incur local customs or VAT charges.

We recommend contacting your local customs office for more information regarding your country's customs policies.

 

How long will it take to get my order?

It depends on where your order is delivered and its proximity to our warehouse. Our Order cutoff time is 5 PM CET. Orders will be processed within one business day. Order transit time is 7-10 Business Days (Monday to Friday). Delivery details will be provided in your confirmation email.

 

What shipping carriers do you use?

We exclusively utilize local and major carriers.

 

Can I return my product?

We always aim to ensure our customers love our products, but if you need to return an order, we’re happy to help. Email us directly, and we’ll work through this process with you.

 

How long is the return window for products?

We accept returns within 14 days.

 

How will customers get the return label?

For returns (including customer remorse): please reach out to us, and we will provide detailed instructions on the processing procedure. Please note the shipping cost will be the responsibility of the customer. 

For defective products: Please contact us first as well. 

 

What condition must products be in to be able to be returned? 

All products must be returned in the same condition they were received (in original packaging and unused).

 

What is the restocking fee?

We do not have a restocking fee.

 

Who bears the shipping cost?

For defective products, we will cover that for you. However, you must pay the actual return delivery cost for any other returns (including customer remorse).

For more information, please contact 

• Kim Goods
• Address - 539 W Commerce St #300  Dallas, TX 75208
• Email - support@kimgoods.com
• Phone - +1 (210) 436-1020