SUPPORTING YOU DURING COVID-19

We are in an unprecedented time, so we're doing our best to support you and our community. Fortunately, our team has been able to operate for the most part still, but we've had to adjust our process to accommodate San Francisco's shelter-in-place order.


We want to thank you for your patience and understanding.

To make it easier to navigate the changes, we've put together this list for reference. Anything beyond what is mentioned here remains unchanged.


CUSTOMER SERVICE

Our team is working tirelessly to get to all of your questions, but with the high volume of requests, we may not reply within the same day. If you have not received a reply or any of our order notifications, please double check your spam mailbox. There's been increasing instances where our emails ended up there.


We continue to work on improving our response times and will respond as soon as we can. However, please allow up to 3 business days for us to get back to you.


ORDER PROCESSING

Due to high volume of orders and a smaller team during this time, we are doing our best to ship orders as soon as possible. We will continue to prioritize orders with expedited shipping so that you can receive your order on time. All orders will be processed and shipped within 3 business days.


SHIPPING

All delivery services are experiencing high volume at this time. Our Shipping Policy has been updated with the latest delivery estimates, but there may be unforeseen delays depending on the destination of each package. Thank you for your patience and understanding.


For more information on the delivery of your order, please reach out to the associated delivery service with the tracking information in your shipment notification email.


RETURNS

We continue to honor any return requests submitted within 30 days of purchase if shipped within the US, or 45 days of purchase if shipped internationally. You can see our Returns Policy for our general procedure.


In order to adhere to social distancing mandates and protect the safety of our staff, kindly note it will take up to 10 business days to inspect and process your return once it arrives at our warehouse. 



We hope this clears up any questions regarding our process and policies during this crisis. We appreciate your patience and support as our team continues to make sure your orders are shipped out and questions are answered as promptly as possible.


Be Safe. Be Well.


x,

Our Team at KIM+ONO