F.A.Q
ORDER INFORMATION:
Can I get a refund after I received my order?
ALL SALES ARE FINAL
CAN I MAKE MODIFICATIONS TO MY ORDER?
We cannot add or change the items in your order once it is placed. If necessary, your order can be canceled (within 24 hours) if your order has not been shipped yet, and you can place a new order with the correct items.
CAN I CANCEL MY ORDER?
You can cancel your order within 24 hours of placing the order if it has not been shipped yet. To cancel an order please contact us at kokai.island@gmail.com
CAN I CHANGE MY ADDRESS?
We can change a shipping address for your order as long as it hasn't been shipped yet. If your order has been shipped to an incorrect address please contact us at kokai.island@gmail.com with your order number.
MY ORDER IS BEING SENT AS A GIFT, IS THE PRICE OF THE PRODUCTS IN THE PACKAGE?
No, there is no packing slip or receipt in our packages. Receipts are digital only and emailed to you during order confirmation.
SHIPPING INFORMATION:
HAS MY ORDER SHIPPED?
If your order has shipped, you will receive an email with a tracking number.
WHEN WILL MY ORDER SHIP?
Our current turnaround time is at least 3-5 business days. If you have a deadline where you need your order by a specific date, please email us at kokai.island@gmail.com before you place your order so we can try to work around this with you.
MY TRACKING NUMBER SAYS “PRE-SHIPMENT” WHAT DOES THIS MEAN?
We pack and ship our orders in batches. If your tracking number says “Status : PRE-SHIPMENT,” it means we are currently working through a batch of orders and yours is in the batch currently being packed and shipped. It should update within 3 business days or less. If your tracking number has been stuck on pre shipment for more than 4 business days please email us at kokai.island@gmail.com
WHY IS INTERNATIONAL SHIPPING SO MUCH?
We ship all international orders with USPS First Class + Tracking. We charge an amount that reflects the actual cost to ship internationally, dependent on the receiving country.
SOMETHING WRONG with your ORDER?
I GOT MY PACKAGE AND ITS MISSING SOMETHING
In the case that you receive your order and it is in fact missing something you ordered, please double check your receipt that was emailed to you when you placed your order. If the item was ordered but is missing please email us at kokai.island@gmail.com. In your email please include the following:
- Your order number
- What was missing from your order
- If possible a photo of what you did receive.
We would be more than happy to help you from there!
I GOT SOMETHING I DIDN'T ORDER
In the case you got something in your package you didn't order, please email us at kokai.island@gmail.com so we can fix this issue for you.
MY PACKAGE IS BEING RETURNED TO THE SENDER
If your package is being returned to the sender, it could be for a number of reasons:
- Address written incorrectly
- The package was refused by someone who lives in your house or apartment
- The package was unclaimed. In some cases packages are delivered to leasing offices or local post offices and are never picked up. Due to this, they will return it to the sender.
If your tracking number says its being returned to the sender, please note we cannot stop this process and we will have to wait to physically get the package back from USPS to reship it to you. Please email us at kokai.island@gmail.com
MY PACKAGE SAYS DELIVERED BUT I HAVEN'T GOTTEN IT YET
If your tracking number says delivered but you have not gotten your package in your mailbox yet, please do the following:
- Check with your neighbors.
- Check all the places your mail could be delivered (front door / leasing office / backyard / mail room)
- Check with your local post office and let them know you have a package that says delivered but you have not yet received it.
We recommend waiting a few days before considering it lost. Postal services make mistakes and sometimes scan things as delivered when they are still in transit.
BUTTON SETS
BUTTON SET INFORMATION
Each button set is handmade by the founders of Kokai Island. Each button is printed, cut, and made by hand.
PRODUCTS
STICKERS and BUTTONS
All stickers and buttons are designed by us. Stickers are made in the USA. Buttons are made by hand.
MADE IN KOKAI ISLAND
Any product that is made by hand will be tagged as Made in Kokai Island.
MADE IN CHINA
Any product that was sourced from China to be resold will be tagged as Made in China.
DO YOU HAVE A QUESTION THAT WASN'T ANSWERED?
FEEL FREE TO EMAIL US AT KOKAI.ISLAND@GMAIL.COM
PLEASE ALLOW 2-3 BUSINESS DAYS FOR A RESPONSE!