Processing can take 1-4 business days regardless of the shipping speed you select at checkout. Please note, choosing “OVERNIGHT” Delivery does not mean that we will ship your order the same day it is placed. Processing times are always applicable. During processing, your order will be packaged and prepared for shipping.

After processing, we will create your tracking number, update you by email and ship your purchase.

 Processing and shipping times may vary during high volume sale times or for large orders and restocking items.

 Packages will be delivered to your mailbox, may be left with your concierge or left at a place deemed suitable by the courier. Larger packages may be placed outside of your home, apartment drop box, rental or leasing office. We will not issue refunds or replacements for lost packages unless a claim is filed successfully with the courier company. It is your responsibility to track your package and contact the courier if your neighbourhood is not suitable to leave packages or if you will not be present at the time of delivery. We are not responsible for packages once they leave our warehouse. We do not have special access to courier tracking processes. We can only see what you see.

International orders can take at least 1-2 weeks for delivery, depending on your location. International customers may have to pay their local post office a tax or fee before receiving a package. We DO NOT cover possible customs fees or additional taxes. 

IT IS YOUR RESPONSIBILITY TO SELECT THE BEST SHIPPING OPTION FOR YOUR PACKAGE.

We have included a "No Tracking" shipping option as a cost saving measure. If you select this option, please be advised that we cannot track the item on your behalf. We also cannot assume responsibility for your package if it is delayed/lost or damaged. 

In the event that you do not receive items paid for it is your responsibility to contact us immediately. We will not receive claims for missing items after 48 hours of delivery. For missing items claims, we will require proof of packaging (pictures) and will verify package weight and size information with the courier in order to determine if an error occurred on our side. 
If it is determined that we made an error we will either refund the cost of the missing/incorrect item or refund the cost if the item. We will not adjust shipping costs.

Has it been longer than 15 business days since your purchase? Search your junk, spam, and bulk email if you do not receive an order confirmation email. Make sure to add us to your safe list. Still no tracking number or package? Send us an email to info@kokoualush.ca to receive an update. We will do our best to investigate your inquiry.