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What if I haven't received my package?

Lost, Stolen or Undelivered Packages

Please note that undelivered packages due to an incomplete or insufficient address made in error by you or your customer will not be refunded on behalf of Kin Custom. Please make sure prior to submitting an order that all information is accurate and complete. For orders with the correct shipping address, the following applies:

Express & Premium Shipping

Lost, Stolen, or Undelivered Packages

If you have not received your package within 14 days of the shipped date or you believe it has been lost or stolen, you may call the shipping carrier directly as the customer or notify Kin Custom within 14 days of the shipped date.  We will refund your order and file a claim on your behalf. If you have not inquired with Kin Custom about a missing, lost, stolen or undelivered package within 14 days of the ship date, Kin Custom will not be able to refund orders who select Express or Premium.

The following exceptions apply:

  • During the 14 day period, your delivery times include national holidays which can delay the delivery date by additional days or an extended holiday (including Chinese New Year and the holiday season) which can delay the delivery date but with proper notification before submitting an order.
  • If it is an undelivered package which is caused by you/your customer's incomplete or insufficient address, Kin Custom will not be able to refund orders. Packages are never guaranteed to be rerouted to Kin Custom and may be disposed by the carrier which Kin Custom is not at fault for.
  • US territories or an APO address shipping can range from 15-35 days or longer in some cases. Please contact info@kincustom.com for status after 40 days.

Economy Shipping

Lost, Stolen, or Undelivered Packages

If you have not received your package within 20 days of the shipping date, please notify Kin Custom. Kin Custom will file a claim on your behalf with the carrier and will issue a refund. If you have not inquired with Kin Custom about an undelivered package within 20 days of the ship date, Kin Custom will not be able to refund orders who select Economy.

The following exceptions apply:

  • During the 20 day period, your delivery times include national holidays which can delay the delivery date by additional days or an extended holiday (including Chinese New Year and the holiday season) which can delay the delivery date but with proper notification before submitting an order.
  • If it is an undelivered package which is caused by you/your customer's incomplete or insufficient address, Kin Custom will not be able to refund orders. Packages are never guaranteed to be rerouted to Kin Custom and may be disposed by the carrier which Kin Custom is not at fault for.
  • US territories or an APO address shipping can range from 15-35 days or longer in some cases. Please contact info@kincustom.com for status after 40 days.