What if my package is missing?

If your package is marked undelivered by the carrier, it is considered 'Lost in Transit' and a refund will be issued.

If you have not received your package within (30) days of the ship date, you may call the Carrier directly as the customer or notify Kin Custom to investigate.  If the Carrier lost the package in transit, we will file a claim on your behalf and issue a full refund. 

Kin Custom will not be able to refund orders outside the policy dates and reserve the right for an investigation period. If your shipping confirmation email states there are two packages in the order, both packages were shipped using the same tracking number. If you/your customer receives the package, please confirm the quantity of packages received. 

The following exceptions apply:

  • If your order is marked as delivered by the Carrier, and you do not have the package, please reach out to the carrier directly to file a claim.
  • Errors caused by you/your customer's incomplete or insufficient address, Packages are never guaranteed to be rerouted to Kin Custom and may be disposed by the carrier.
  • 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.