Have questions? Need assistance? We're happy to help; please check out the FAQs listed below to see if we already have an answer available for you. Otherwise, contact us through our website contact form!
Customer Care Questions
The best way to contact customer care is by filling out our contact form. Our normal business hours are Monday through Friday from 9:00 a.m. to 5:00 p.m. Eastern Time. A customer care representative will get back to you within one to two business days.
Due to the nature of our products, once an item leaves our warehouse it is considered used, and therefore ineligible for return or exchange due to health and safety concerns. Our staff is more than happy to help you select the right item for you, if you have any questions before purchasing, please direct them to us via on contact form. If you have made your purchase through one of our consultants, either through one of our Home Parties or on their replicated website, please direct all questions or concerns to your consultant.
Ordering & Payment (Web Customers)
You can order our products from our website via our secure and discreet online system. Every time you click "add to cart", you will have an opportunity to view your cart and you may add to or delete items from your order. When you are satisfied with your selections, you will then be prompted to create a customer ID and password or if you are returning registered customer, you will be prompted to sign in using your customer ID and password.
Your online orders are protected by SSL (Secure Sockets Layer) technology. Ordering through our web site with a credit card is as secure as using your credit card in any retail store.
No! Kandi Koated does not sell or distribute customer information in any way. If you choose to receive updates about new products by joining our email list we will use your information for Kandi Koated updates only. We hate receiving spam so we will not send it to you!
We accept Mastercard™, Visa™, American Express™ and Discover cards™.
When you place an order, our system sends an initial ‘Authorization Hold’ request to your bank institution, which holds the funds required for the purchase. Funds are not collected until we have processed and shipped your order, at which time we request the funds to be 'Capture’. Once the fund have been 'Captured' the 'Authorization Hold' will be released by your bank institution. This is standard operating procedure for online transactions, though it may appear twice on your account, the funds are only deducted once.
We also accept payment via Paypal. Just click on the yellow PayPal button located at the bottom of your shopping cart. We do not accept prepaid cards or gift cards.
Your purchase will appear as a charge from "Kandi Boutique Parties".
No. We only store your credit card information if you request it during check out, or if you update it on your Kandi Koated account profile.
Your orders will arrive in a standard brown corrugated box or USPS labeled box sent via UPS or USPS. We ship using recycled and biodegradable materials whenever possible.
All of our orders are shipped from our distribution center located in New Hampshire, USA.
The Kandiland warehouse is exceptionally busy during this peak season! Due to high order volume, shipping and fulfillment for orders may be delayed. Please allow 3-5 days for us to pack and ship your order. Our warehouse is working hard at getting these out to you as soon as possible!
Our office hours are Monday-Friday 9am-5pm Eastern Standard Time. Please allow up to a week for delivery. Expedited shipping options are also available. Please allow 24 hours for USPS to update detailed tracking information from the date of your item shipment notification. This notification is sent via e-mail. Note that orders may be processed on dates USPS is closed, however those dates are not counted as a transit date.
When your order is processed and packaged you will receive a confirmation shipping email with tracking information. Please allow 24 hours for USPS to update detailed tracking information once you receive your confirmation email. Please check your spam file for this email, as it can sometimes be filtered accidentally. If you have not received your confirmation email within 5 business days of placing your order please use the Contact Us drop down.
Yes we do! We ship internationally but there are some countries that we are unable to ship to due to the customs laws there. If you don’t see your country as an option, it’s because we are unable to ship there.
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United States.
The order recipient is responsible for all duties and taxes applicable in the country of delivery.
Yes! We are able to ship to addresses with a PO Box, APO and FPO addresses.
1. Please allow 3 business days after the expected delivery date in the tracking information before contacting the Kandi Koated Corporate Office or your consultant.
2. Contact either your Consultant or the Corporate office if you purchased online, and report your missing package using the drop down contact form.
3. Once reported, corporate will file a claim with USPS or UPS and reship your package ASAP!
*Please contact us or your Consultant within 30 days of expected delivery date, otherwise the package will be considered delivered in full.
Haven't found the answer to your question? Reach out to your Kandi Koated consultant, or Click Here to contact our customer care team!