Frequently Asked Questions

When will my order ship?
Orders shipped through standard USPS will ship within 3 business days.

Can I choose a different shipping carrier?
You may choose to expedite ship through UPS carrier, however you will be charged for the shipping costs.

Do I have to sign for my package?
All USPS packages will have a signature upon delivery to ensure safe and accurate delivery on all orders over $50.

My tracking number says my package was delivered but I have not received it.
Koh Gen Do is not responsible for any delivered packages that are lost or stolen. If a package is lost or stolen please contact USPS at 1-800-275-8777 to submit a claim.

I haven’t received my package.
The USPS may have left a notice that the package was attempted to be delivered. You may need to contact your local US Postal Service to request a second delivery or to pick up the item.

Can I cancel my order?
Yes. You have one hour after ordering to change your order. If you have placed your order on a weekend or after business hours (PST 0900 to 1700 Monday to Friday). Please contact Customer Service at 1-877-754-3872 or for cancellations or changes within one hour of the following business day start (10am PST).

Do you ship internationally?
At this time we do not ship outside of the United States.


**All items must be included in a return for refunds on a GWP, Gift Set & Starter Set.

If you purchased your item at a store, please understand that each store has its own return policy. Returns for purchases made in a partnered retail location may not be returned to Koh Gen Do Cosmetics Online. Only cosmetics or skin care products purchased from may be returned to for a refund.

Exchange Policy: Koh Gen Do Americas, LLC will only accept an exchange on an item(s), of the same product type if it is available in a different shade. Exchanges must be made within 30 days of original purchase date of the item(s) being returned. Shipping charges to return item to Koh Gen Do Americas, LLC and to ship exchanged product will be the responsibility of the customer.

Does my promotion code apply to every order?
Promotion codes and the discounts or gift with purchase they provide, will only apply once and cannot be reused.