Shipping policy
Last updated: July 23, 2026
Delivery Timeframes
Every order goes through two stages:
-
Order Processing: 3–4 business days
The time we need to verify, prepare, and pack your order before shipping. -
Shipping: 4–7 business days
Estimated transit time to your address.
Total estimated time: 10–12 business days from the date of your order.
Business days do not include Saturdays, Sundays, or public holidays. These are estimates and may vary due to factors outside our control, such as high-demand periods, carrier delays, or weather conditions.
Shipping Costs
Shipping is free on all orders. No additional shipping charges apply.
Delivery Areas
We currently ship to the United States only.
If your address is outside our coverage area, the system will notify you during checkout.
Order Confirmation and Tracking
You will receive two emails:
- Order confirmation — immediately after your purchase.
- Shipping confirmation with tracking number — once your order leaves our warehouse, typically 3–4 business days after purchase.
Your tracking number may take 24–72 hours to show updated information. If you don't see any movement during that period, this is normal.
If you haven't received your shipping confirmation after 5 business days, please check your spam folder or contact us at info@koneno.com.
Delivery Address
It is the customer's responsibility to provide a complete and accurate shipping address.
If an order is returned due to an incorrect or incomplete address, or because it was not collected, we can reship once the customer covers the reshipping cost, or issue a refund minus any shipping costs already incurred.
If you notice an error in your address, contact us within 24 hours at info@koneno.com and we will do our best to correct it before your order enters processing.
Orders with Multiple Items
If your order includes multiple products, they may arrive in separate packages on different dates. This is normal and does not mean part of your order is missing.
Damaged or Lost Packages
Damaged package: Inspect your order upon delivery. If your product arrives damaged, contact us immediately with photos of the product and packaging. We will arrange a replacement at no cost to you.
Lost package: If tracking shows no updates for more than 10 business days, contact us and we will open an investigation with the carrier.
Marked as delivered but not received: First check with neighbors or around your delivery area, and contact your local post office. If it still cannot be located, reach out to us and we will help resolve it.
Cancellations
You may cancel your order within 24 hours of placing it, provided it has not yet entered processing. Contact us as soon as possible at info@koneno.com.
Once an order has been processed or shipped, cancellation is no longer possible. In that case, you may request a return under our Refund Policy.
Taxes and Duties
Prices displayed in the store do not include potential local taxes. Any applicable customs or import charges are the responsibility of the recipient.
Contact
Questions about your order or shipment?
📧 info@koneno.com
Response time: 24–48 business hours
Please always include your order number so we can assist you faster.