1) Are your delivery times still the same?
Whilst there are currently no changes in service from our couriers, our warehouse processing is taking longer than usual due to the strict social distancing and hygiene procedures that have been implemented. We apologise for any inconvenience caused. Thank you for your understanding & patience.
2) Is it safe to order from you?
We are operating in line with advice from the WHO and the local authorities. We constantly make sure that all appropriate health and hygiene standards are adhered to by both our warehouse staff and couriers.
4) What steps are you taking to keep your staff safe?
Our warehouse is operated by an industry leading logistics company, who are adhering to strict government guidelines around staff safety. Here’s a summary of just some of the procedures they are carrying out:
Social distancing - All on-site meetings have been cancelled and for those currently working on site a two meter rule operates warehouse-wide. Staggered break times are in operation and employees are spread out during working operations.
Increased cleaning & hygiene - Cleaning across all areas has increased, especially in high trafficked areas, including equipment and surfaces. Regular hand washing and sanitising is mandatory in all areas.
Shipping & Delivery
5) What countries do you ship to?
Currently, we only ship to the US. But we are expanding!
6) When and in which currency will I be charged?
All customers are charged at the time of purchase. All payments are in USD.
7) How are customs and import tax / duties handled?
Although the chance of packages assessed by the customs is very small, Kosy Baby advises customers to check with their local customs office for potential import taxes, duties, and tariffs, prior to placing an order.
Kosy Baby has no control over these charges and we won’t be able to give you an estimate on what the cost may be, as customs policies and import duties vary widely from country to country.
If a package were to be checked by the customs office of the customer's country, customers have to cover for import duties, tariffs, and taxes.
8) Why is my order being shipped in multiple shipments?
When you order multiple items at a time, they may be shipped separately so they get to you faster. Due to warehouse locations and product availability, items may be shipped in separate shipments. You may receive one item before the next. We do this so that you can get your items as fast as possible. In this case, you will be provided with two or more tracking numbers.
9) Can I cancel or modify my order before it ships? Can I update my address?
We begin processing your order immediately upon receipt and are unable to make any changes to the order once it is processed. This includes cancelling an order in full or in part, changing an address, changing a shipping method, and adding, replacing or removing items from your order.
10) Where Is My Order Confirmation?
After payment has been processed, an order confirmation email will be sent to the email listed at the time of checkout. Once the email confirmation has been sent, your order will begin to be processed.
Exchange & Return
11) Can I exchange an item?
Unfortunately, exchanges are not available at this time. If you are not completely satisfied with your purchase and would like to purchase different products, please return the items you are not satisfied with and place a new order for the items you would like to purchase.
12) What is your return policy?
If you are not satisfied with your purchase, you may return it for a refund within 14 calendar days of the date your parcel was delivered to you. Please be sure include a copy of your invoice or shipping confirmation email in any package you return to us, clearly showing your order number and contact information, or your refund may not be able to be processed. Once your return has been received and inspected at our returns facility, we will process a refund to the payment type you used for your original order, in an amount equal to the merchandise price.
All items being returned must be unworn, unwashed, undamaged and unaltered, and include any original packaging, including all original tags.