SHIPPING POLICY

Consumer Shipping Policy

Your order with Koh Gen Do may experience delays due to the impact on our shipping carriers. We appreciate your patience at this time.

FREE First Class Shipping Via USPS on orders $125 or more

Buy your products online without any extra expense. Select First Class or Priority shipping at checkout and we'll deliver the best products directly to your door in days.   

Need it faster? Get your order to the front of the line by selecting any of our paid, expedited shipping methods and your order will be given top priority VIP treatment! Choose the faster Shipping Method and we’ll pick your items, pack your order and ship it out faster!

If your package is delayed – contact UPS or USPS using the tracking numbers you received from KGD at time of purchase.

We ask that you review the full details below prior to your purchase. Check our FAQ page for other common questions or contact us about your order.

Shipments under $125 are your choices on the method of shipment and the cost. At the time of check out you will be presented with multiple options.

Delays from shipping companies are beyond our control.

First Class, Priority and Standard shipping (USPS/UPS) on all domestic orders to the Alaska, Hawaii, U.S. territories and APOs.  Shipments within the continental U.S. typically arrive within 8-14 business days from the date of shipment, not including Alaska and Hawaii.

If you want your products sooner, choosing an expedited shipping method to allow your order to jump to the front of the line! Expedited orders will always be processed before those with first-class, priority and standard, or free shipping.

Your package will be shipped via UPS or United States Postal Service. Final delivery on select UPS shipments may be made by the United States Postal Service. Once your package is shipped, you will receive a shipment notification via email with your tracking number and a link to the carrier's website to track your package. You can also track your package by logging into your account and viewing your order history details. Signature may be required upon delivery.

Expedited Shipping Options

All expedited orders placed before 12 p.m. Eastern Time, 11 a.m. Central Time, 10 a.m. Pacific Time  on business days (Monday through Friday, excluding holidays)  will be processed and shipped according to the shipping method. Orders received after 10 a.m. Pacific Time will be processed as if received the following business day. If your order is placed on a Saturday, Sunday or postal holiday, it will be processed the following business day.

During busy times, such as holidays or site-wide sales, it may take up to two or three days to process an order, but expedited, paid shipping orders always jump the line! Not only will your order be sent via a priority service, it will also be processed before those with First-class, Priority or Standard shipping.

Orders sent to Alaska, Hawaii, APO or P.O. boxes must be shipped via USPS/UPS and do not qualify for expedited shipping options.

If weather-related issues cause a delay in your package delivery, KGD cannot refund your shipping charges.

International Orders

Koh Gen Do proudly ships to many countries via DHL Express.   Please note appropriate duties, customs and shipping fees will be collected at checkout so we provide a smoother and surprise-free buying experience, this is called Delivered Duty Paid (DDP). 

Freight Forwarders

If you ship your order to a freight forwarding company, Koh Gen Do cannot be held liable for any transaction with a forwarding company. Once delivery is confirmed by UPS or USPS, KGD is no longer liable for the package. Please be aware that items purchased from KGD are only warranted within the United States.

Combined Shipments

If two or more orders are submitted within one day that will be shipped to a single address, KGD will attempt to combine the orders into one shipment. Combined shipments allow KGD to help the environment by reducing the amount of packaging products and carbon fuels to deliver the products. When the package is delivered, please look carefully through the environmentally friendly packing materials, verifying you have received the products for all orders. To learn more about our eco-friendly practices, read below.

Holiday Shipping

In observance of federal holidays, our customer care center and warehouse are closed on the following days:

New Year’s Eve and Day, Memorial Day, Independence Day

Labor Day, Thanksgiving Day, Veteran's Day, Christmas Eve and Christmas Day

Undelivered/Missing Packages

Lost/Stolen Packages

If your package is delayed – contact UPS or USPS using the tracking numbers, you received from KGD at time of purchase. Please report lost/stolen packages to our Customer Care Team, so we can help if needed. Lost, stolen or damaged shipments must be reported within 10 days of the shipment's estimated delivery date.

Refused/Undeliverable Package

If for some reason your package is refused or undeliverable, was not signed for and was returned or was misrouted due to a change in address, you will be charged a $20.00 fee for UPS and USPS package. Your refund for the product will be minus restocking and shipping that Koh Gen Do already paid on your behalf. So your refund will reflect a $20 charge to recover shipping. Please double-check that your shipping address is correct before you place an order to avoid incurring this fee.

Change of Address After Shipment 

If you need to change the delivery address of your package after it has been shipped, please note that you will be charged a $20 fee to re-route the order. This option is only available for UPS orders. Please note that any change in address will delay the arrival of your package, and the delivery timelines above do not apply.

Eco-Friendly Practices 

As your source for skin care and beauty products, Koh Gen Do takes pride in respecting the environment. Our planet is important to us and we do everything we can to give back to the Earth.

We do our best to reduce our carbon footprint and protect the planet at Koh Gen Do. All packages KGD sends out are also eco-friendly. Our signature boxes are made from post-consumer recycled material. We encourage our customers to recycle or reuse these boxes. Additionally, we have specially designed our eco-friendly packing peanuts to dissolve in warm water.  Occasionally we will use alternative packing materials, which may include bubble wrap, foam wrap, kraft paper, other packing peanuts or honeycomb wrap for small orders. These packing materials are reused; we either received these materials as samples, part of an inbound shipment or they were brought in by friends and family in their desire to minimize waste. 

Koh Gen Do supports the benefits of going green in all aspects of the company. We encourage all of our employees to treat the planet with respect. All offices have an area to recycle cans, plastic and cardboard. We also recycle paper and other office materials whenever possible.

Backordered Items

We know it can be hard to wait for a backordered item.  Crafting and building high quality ingredient products can take some time.  We also send bi-weekly updates to customers with backordered items. If your patience wears thin, no worries - we can suggest alternative products if you'd like something similar.

Please note: You will be charged for the backordered item when the order is placed. If the item’s expected arrival date is unknown or there is a lengthy time between when the order is placed and when the item arrives, you may contact our Customer Service team to request a temporary refund until the item arrives, or you may cancel the order.

Backordered Shipping Methods

*If you place an order with multiple items and one or more are backordered, your order will be shipped using the method selected at time of purchase. The backordered item(s) will be sent separately. 

**If your order only contained one item and it is on backorder, that item will be shipped using the method selected at the time of purchase.