How quickly can you answer my question?
We answer messages and emails in the order they are received and try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
Can I change my shipping address after my order has been placed?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to make a correction before it departs. There is no guarantee we can make it, especially once it leaves our warehouse, but we will do everything we can.
How long is the processing period?
Order processing times are between 5 and 10 business days after the day you placed your order. You will receive a shipping confirmation email once your order has been dispatched.
Will my order come in one package?
Depending on the size of your order you may receive separate packages that could arrive a day or two apart.
What if an item is out of stock or backordered?
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
I received a damaged item - what do I do?
We are sorry to hear that! Please contact us at customerservice@kookoosmarket.com with your name, order number, and a photo of the damaged item, and we will make it right.
How can I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. You can also visit the Track Your Order link in the main menu and enter your tracking number to see the current status.
Why is my tracking number not working?
Tracking numbers can take 24 to 48 hours to activate after you receive the shipping notification. If it still does not work after that window, please contact us and we will look into it for you.
The tracking says delivered but I have not received my order - what should I do?
All domestic U.S. delivery issues become the responsibility of the carrier once the package has been shipped. You can contact USPS at (800) 275-8777 to locate your package at your local post office. If you need further assistance, reach out to us at customerservice@kookoosmarket.com.
What do I do if something is missing in my order or is damaged?
Please contact us immediately at customerservice@kookoosmarket.com with your order number and a description of the issue. Our 30-day money-back guarantee covers defective, missing, or incorrect items, so we will take care of it.
Do you offer free shipping?
Yes! We offer free shipping on all orders over .
