Shipping Information

COVID-19 Notice

Kawaiies is closely monitoring the developments related to the pandemic, and we are adhering to all regulations and guidelines from the World Health Organization and local public health authorities. Shipping times have improved significantly in 2021 with some customers receiving their items within 7 business days.

Tracked International Shipping

We are proud to offer free international tracked shipping from our warehouses in China. We have considered shipping domestically from the United States and Europe but due to the sheer size and weight of our products, it is far too expensive.

Shipping Times

Based on our previous orders and the information we receive from the logistics team these are the estimated shipping times:

Location Estimated Shipping Times
United Kingdom  5-15 Business days
United States, Canada & Europe 5-25 Business days
Australia & New Zealand 5-30 Business days
Central & South America 20-60+ Business days
Asia 5-30 Business days

As a result of the pandemic, we've also had to push back our money-back guarantee policy from 60 to 90 business days for any products that are still in transit. Therefore, if your parcel is lost or stuck in transit we are happy to issue a refund or reshipment after 90 business days have passed from the date of purchase.

Shipping times do NOT include our 3 business days processing time. 


Tracking Information

You will receive emails regarding your shipment once your parcels have been handed over to the logistics team. Please keep an eye out for these emails.

Shipping to selected countries

✅ We offer international tracked standard shipping to the:

United States, United Kingdom, Canada, Australia, New Zealand, France, Spain, Austria, Denmark, Finland, Greece, Ireland, Japan, Netherlands, Norway, Poland, Portugal, South Korea, Sweden, Switzerland, Hungary, Belgium, Hong Kong, Malaysia, Singapore, Bulgaria, Italy, Germany and more.

⛔ Please forgive us but due to the pandemic we currently cannot ship to:

Philippines, South America, Africa, India, Costa Rica, United States (Puerto Rico), New Caledoni and other countries.

If you would like to know if we provide tracked shipping to your country please contact us via our live chat or send us an email at info@kawaiies.com.

 

Customs

The majority of our products are shipped successfully without incurring any fees. However, if you do incur a charge we are more than happy to cover 50% of the fee via a partial refund.

We are not responsible for any delays during customs checks as we have no control over the shipping times once a parcel is shipped out.

If you have ordered 2 or more items from us please note that they may arrive in separate packaging at separate times to reduce shipping costs, avoid delays and the likelihood of damages during transit.

Why are items sometimes shipped separately

We may sometimes provide separate tracking IDs for your order if you have purchased multiple items from Kawaiies (for example, a plushie and a building block). This is to avoid any damages during transit. We try our best to ship out multiple items in single packages for your convenience. Occasionally, we may also ship out items separately due to packet size restrictions and to reduce shipping costs on your behalf. In either case, you would be able to track each individual item in real time.

My parcel hasn’t arrived yet

Due to the global pandemic please expect parcels to be delays. At Kawaiies, we are trying our absolute best to process your products as fast as possible, but we cannot speed up shipping times as that is simply out of our control.

The tracking information heavily relies on the postal teams to scan the parcels at the right stages, but we have recently noticed that they are skipping scans due to how busy it is during this pandemic.

As a result of the pandemic, we've also had to push back our money-back guarantee policy from 60 to 90 BUSINESS DAYS for any products that are still in transit. Therefore, if your parcel is lost or stuck in transit we are happy to issue a refund or reshipment after 90 business days have passed from the date of purchase.

If you would like help tracking your parcel please contact us via email with your order ID.

 

Missing Packages

When the tracking for your package is updated as "delivered" by the postal carrier, it triggers an automatic email from us to let you know about this new status.

Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest

 

US CUSTOMERS

USPS delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day.

Contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day's delivery. USPS is used to these questions, and will generally provide helpful information.

If the package still does not show up, please call USPS to file a claim or contact us at info@kawaiies.com.


INTERNATIONAL CUSTOMERS

Check your door/mailbox for note from your local post office. If you receive a note, it should provide you with the instructions you need to receive your package.

Contact your local post office and your local customs office. Ask who delivered the package, and ask for the details of that day's delivery. Postal services are used to these questions, and will generally provide helpful information.

If you are unable to receive information from your local post/customs office, please contact us for additional assistance. The Kawaiies Team will work hard to locate your missing package and provide solutions for the situation at hand. Thank you for your understanding!