SHIPPING & RETURNS POLICY

Thanks for shopping at KOJI! We want you to be thrilled and delighted with your purchase. By placing an order on the Koji Inc. ("KOJI," "we," "our," "us") website, you agree to the terms and conditions set forth below in our Shipping and Returns Policy along with KOJI's Privacy Policy and Terms of Service.

Due to ongoing issues relating to COVID-19, orders may take longer to process and shipment times may exceed our normal anticipated ranges. We're seeing delays in our supply chain, including distributors and shipping carriers, as the entire industry is grappling with the challenges. We apologize for any inconvenience.

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FREE Shipping!
  • KOJI is pleased to offer you FREE Shipping, with no minimum purchase.
  • We ship to addresses within the United States and many international locations. Please refer to the Where We Ship list below.
  • Fulfillment time varies. It usually takes 3-7 days to fulfill an order, after which it is shipped out. U.S. orders generally arrive within 3-4 business days once shipped. International orders generally arrive within 5-20 business days once shipped.
  • Please see individual product listings for the anticipated time needed to process and ship your order.
  • In some cases, your order may arrive in multiple shipments.
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All Sales Final
  • Since KOJI products are custom made to order for you, we do not offer refunds, returns, or exchanges for items unless they get damaged or lost in the mail. Please see below FAQs.
  • KOJI wants you to be thrilled and delighted with your purchase. If you are unhappy with your purchase, please contact us.
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Order & Shipping Confirmation
  • KOJI will send you an email confirmation at the time your order is successfully placed.
  • Please check that your shipping address is correct as we're unable to redirect goods that are en route to you.
  • We will send an additional confirmation once the order ships.
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Prices & Product Availability
  • Prices shown on KOJI's website are in U.S. Dollars and are exclusive of taxes.
  • Prices and product availability are subject to change without notice.
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Taxes
  • Sales tax will be charged on merchandise, where applicable.
  • These taxes are calculated based on shipping destination and are listed on your Checkout page.
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Where We Ship
United States
Most U.S. orders can be expected to arrive within 3-4 business days once shipped.
  • We ship to U.S. addresses—including Alaska, Hawaii, U.S. Territories, APO/FPO/DPO addresses, and PO boxes.
Outside the United States*
Most international orders can be expected to arrive within 5-20 business days once shipped.
  • Asia
    Japan, South Korea
  • North America
    Canada, Mexico
  • Europe
    Austria, Belgium, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom
  • Oceania
    Australia, New Zealand
  • South America
    Argentina, Brazil
* KOJI is not responsible for any duties, taxes, or brokerage fees associated with international shipments. These costs are the sole responsibility of the customer.

FAQs

What's your return policy? Do you offer refunds?
  • All sales are final. Since KOJI products are made to order for you, we do not offer returns and exchanges.
  • If there's something wrong with your order, please contact us.
  • Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods that are made to the consumer's specifications or are clearly personalized. Therefore, Koji Inc. reserves rights to refuse returns at its sole discretion.
What happens if I return an item without authorization?
  • All sales are final. Since KOJI products are custom made to order for you, we do not offer refunds, returns, or exchanges for items unless they get damaged or lost in the mail.
  • KOJI is not responsible for any items returned to us without authorization.
  • If you received a wrong/damaged product, please see the below FAQ, I received a wrong/damaged product, what should I do?
What happens if my order was returned as undeliverable or unclaimed?
Please check your address carefully before placing your order.
  • There are many reasons a package may be returned to us as undeliverable. When the carrier returns an undeliverable package to KOJI, you will be issued a refund minus 15% of the value of products as handling charges.
  • Orders that are returned to us as undeliverable are not able to be re-shipped.
  • If you would like to purchase items that were undeliverable, you are welcome to place a new order on our website.
How are your products made?
  • KOJI works with a print-on-demand drop shipper.
  • Fulfillment time varies. Please see individual product listings for the anticipated time needed to process and ship your order.
When will I get my order?
  • Usually, it takes 3-7 days to fulfill an order, after which it is shipped out. Please see individual product listings for the anticipated time needed to process and ship your order.
Shipping time depends on your location, but can be estimated as follows:
  • United States
    3-4 business days
  • Europe
    6-8 business days
  • Australia
    2-14 business days
  • Japan
    4-8 business days
  • Other international locations
    4-8 business days
Where will my order ship from?
  • Depending on where you are located, your orders are printed and shipped from one of various worldwide facilities that can do it most efficiently.
Do you ship to addresses outside the United States?
  • Yes! We are pleased to offer FREE Shipping to many international locations. Refer to the Where We Ship table, above.
I'd like to place an order, but my country is not listed above. What should I do?
Will I be charged customs duties, taxes, or brokerage fees for my order?
  • An additional customs and tax fee can occur on international orders.
  • This fee is not in our control and is assessed by your local customs office.
  • Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
  • KOJI is not responsible for any duties, taxes, or brokerage fees associated with international shipments. These costs are the sole responsibility of the customer.
Do you offer expedited shipping?
  • KOJI does not currently offer expedited shipping.
  • Most U.S. orders can be expected to arrive within 3-4 days once shipped.
  • Most international orders can be expected to arrive within 5-20 business days once shipped.
  • Please see individual product listings for anticipated time to process and ship your order. Also please see the above section, When Will I Get My Order?, for shipping time estimates by region.
Do you offer gift packaging and messaging?
  • KOJI does not currently offer gift packaging and messaging.
How do I track my order?
  • If your shipping method includes tracking, you'll receive a tracking link via email when your order ships out. Note that the quality of this tracking information may vary by carrier.
How do I cancel my order?
  • Contact us and we'll do our best to help. Once an order goes into production or ships it cannot be cancelled or modified.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please do the following:
  • Check your shipping confirmation email for any mistakes in the delivery address.
  • Ask your local post office if they have your package. Stop by your neighbors in case the courier left the package with them.
  • If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, please contact us with your order number.
For packages lost in transit, all claims must be submitted to KOJI no later than two weeks after the estimated delivery date.
Please check your address carefully before placing your order. We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order.
  • If the order tracking shows your item(s) as "delivered," the order will not be refunded or replaced.
  • You will have to contact your local post office or shipping facility and file a lost/stolen mail claim.
  • We are not responsible for packages delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer.
I received a wrong/damaged product, what should I do?
  • We're so sorry if the product you ordered arrived damaged. Please contact us by email within a week's time with photos of the damaged product, your order number, and any other details you may have about your order. We'll work with you to make it right!
  • Please note that claims for wrong/damaged items must be submitted to Koji within one week after the product has been received.
  • In the event a refund is offered, please note that credit card refunds may take up to ten days for your bank to complete, depending on their processing times. This can vary between credit card issuers.
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