FAQS

I just placed an order, when will it ship?

We try our best to ship items as fast as we can. Please allow 1-3 days processing time for your order to ship out, shipping times vary based on your location. Most shipping times are specified on the product pages. If it's not stated, please allow an estimated 4-7 days for delivery.

 

Tracking numbers will be updated 2-4 days after your order has been SHIPPED. If you don't have a tracking number after 5 business days please email us at hello@kilostrend.com.

 

I am not in love with my order, can it be returned? What if there is an issue?

We offer a 100 % money-back guarantee if the product is defective or damaged. Items can be returned within 90 days from the date of purchase. If more days have passed than are defined in the preceding sentence, unfortunately, we can't offer you a credit, refund or exchange. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include a name and order number on the returned parcels.

Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

 

Can I cancel my order?

We are unable to offer modifications, store credit, refunds or cancellations on any orders before they have been delivered to you except for some very specific situations. If you would like to see if you qualify for a refund before your order is shipped, please reach out to our support team at hello@kilostrend.com within 8 hours of the order being placed and we will do our best to accommodate your needs. 

 

I have entered an incorrect address, what do I do now?

If you have miss spelled or auto filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double check if the address given is wrong kindly notify us via email at hello@kilostrend.com If the given address is wrong we can change the address to the correct one within 8 hours. No refund will be given after the 8 hours of incorrect submission. 

 

How long does shipping take?

Shipping times vary based on your location. Most shipping times are specified on the product pages. If it's not stated, please allow an estimated 4-7 days for delivery.

 

I have a question that wasn't answered, can you please help?

Absolutely! We are here to help! Please send us an email at hello@kilostrend.com and we will be happy to assist you in any way we can. 

We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.