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What if I haven't received my package?

Lost, Stolen or Undelivered Packages

Important! Undelivered packages caused by you/your customers because of an incomplete address, Kin Custom will not be able to refund or reprint. Please make sure before submitting an order all information is accurate and complete. For orders with the correct shipping address, the following applies:

Express & Premium Shipping

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 DHL directly as the customer or please notify Kin Custom within 14 days of the shipped date.  We will refund or reprint free of charge and file a claim on your behalf. If you have not inquired with Kin Custom about a missed, 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.

Free Standard Shipping

Undelivered Packages

If you have not received your package within 30 business days of the shipping date, please notify Kin Custom within 30 business days of the shipped date. Kin Custom will file a claim on your behalf with the carrier and will issue a reprint free of charge with the same shipping method. If you have not inquired with Kin Custom about an undelivered package within 30 business days of the ship date, Kin Custom will not be able to refund orders who select Standard.

The following exceptions apply:

  • During the 30 business day period, your delivery times include national holiday's which can delay the delivery date by additional days or an extended holiday (including Chinese New Year) 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 customers incomplete address, Kin Custom will not be able to refund orders or reprint.
  • U.S. territories or an APO address standard shipping can range from 15-35 days or longer in some cases. Please contact info@kincustom.com for status after 40 days.

Lost or Stolen Packages

If you have not received your package and you believe it has been lost or stolen, please call your local shipping facility to get a proof document and then please notify Kin Custom within 30 business days of the shipped date. Kin Custom will file a claim on your behalf with the carrier and will issue a reprint free of charge with the same shipping method. If you have not inquired with Kin Custom about lost or stolen package within 30 business days of the ship date, Kin Custom will not be able to refund orders who select Standard.

The following exceptions apply:

  • During the 30 business day period, your delivery times include national holiday's which can delay the delivery date by additional days or an extended holiday (including Chinese New Year) 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 customers incomplete address, Kin Custom will not be able to refund orders or reprint.
  • U.S. territories or an APO address standard shipping can range from 15-35 days or longer in some cases. Please contact info@kincustom.com for status after 40 days.