FAQ

PLACING AN ORDER

Can I order by fax?

We are sorry for not being able to receive order by fax. Should you not be able to place your order on our website, please don’t hesitate to give us a call at 1-888-272 0705 between 9AM and 5PM Pacific Time (MON-FRI).

Can I order by telephone?

Absolutely. We are available to take your order between 9AM and 5PM Pacific Time (MON-FRI) . Just call us at 1-888-272 0705.

Do you have a wedding registry?

We currently do not have a wedding registry, but we offer gift shipping which would enable a donor of yours to place an order online and have it shipped to your address.

Do you offer gift cards?

We offer e-gift cards, a convenient and fast way to deliver a present to anyone you wish to surprise. To learn more about our gift card program you can always navigate to the bottom of any page on our website and click Gift Cards.

What forms of payment do you accept?

We gladly accept Master Card, Visa, Discover, American Express and PayPal.

Will you hold an order and ship it at a later stage?

We are sorry but an order made online cannot be held. However if you wish to delay shipment you may place your order by phone. Please call us at 1-888-272 0705 between 9AM and 5PM Pacific Time (MON-FRI).

TRACKING ORDERS & SHIPMENTS

Can an order be shipped to a P.O. Box?

Unfortunately no order can be delivered to a P.O. Box in order for you and us to be able to track your shipment. Shipments to military AFB are possible however.

Can orders be shipped to Canada?

We are sorry, but at this point we cannot ship orders to Canada.

Can orders be shipped to foreign countries?

We are sorry, but at this point we cannot ship orders to any other country but the USA.

Do you offer rush delivery?

Yes, we offer 3rd day, 2nd day and overnight delivery at an additional cost. The cost of shipping is calculated real time based on the ship-to ZIP code you enter when checking out. Orders must be placed before 2PM Pacific Time.

Do you ship to Alasaka and Hawaii?

We do ship to Alaska and Hawaii. Alaska and Hawaii are unfortuntely excluded form our FREE shipping policy. The shipping charge will be calculated automatically during the check-out process.

How do I track an order placed online?

There are three ways to check the status of your order:

  • Follow the link on the e-mail that we sent to you to confirm that you order has been shipped.
  • Log into your account on our website.
  • Click on the link Track Your Order under the title “Orders” at the bottom of any of our web pages.
How is sales tax charged?

Sales tax on the merchandise total is charged for items shipped within the state of California ONLY. Sorry, fellow Californians, but our business resides in CA and the tax code requires us to collect the sales tax in your tax district. Shipment going to any state except for California are not subject to any sales tax.

How long does your standard FREE shipping take?

Standard FREE shipping means Fedex Ground or United States Postal Service. Use this link to learn about the shipping time to your location.

What type of shipping options are available?

We offer standard delivery free of charge. If you order needs to be rushed you can request that it be expedited by opting for 3rd day, 2nd day or even next day delivery. Rush shipping is at an additional charge. The extra charge is calculated real time during the checkout process. Just enter your ZIP code.

RETURNS, CANCELLATIONS & REFUNDS

Do you exchange products?

We handle an exchange like a return. This means the product you’d like to exchange would have to be returned for a refund. The product you have chosen instead would be a new purchase that you can do online in our store.

How can I cancel or change an order?

Orders can only be cancelled or changed as long as they have not shipped. Please contact us at 1-888-272 0705 from 9AM to 5PM Pacific Time (MON-FRI) or send us an e-mail at info@kouboo.com to make a change or cancel your order.

How do I return a product?

Please follow the instructions here or contact us at 1-888-272 0705 between 9AM and 5PM Pacific Time (MON-FRI) to return your product. 

What is your return policy?

If you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise value within 30 days of purchase. Any rush shipping charges are excluded from the refund.

We cannot accept returns of final–sale items which are identified as such on the website.

For returns of items purchased with a gift card we will provide a refund of the merchandise value onto your gift card account excluding rush shipping charges if that was the chosen method of shipping at the time. 

PRODUCT INFO

Are your products eco-friendly?

Most of our products can be considered eco-friendly since they are made from natural, renewable materials by hand. A number of products use metal and plastic components that are not renewable. Our product assortment has not been evaluated by independent sources for its eco-friendliness.

Do you offer a warranty on your products?

Our products carry a 1 year limited warranty from the date of purchase against defect due to material or workmanship. Wear and tear as well as damage due to unintended use is explicitly excluded from this limited warranty.

How do I care for the product I bought?

We include a leaflet to every product giving you instructions how to best use and care for your purchase. The same information is also available at the bottom of any of our web pages under Use & Care

How do I submit a product rating and review?

Navigate to the product for which you would like to write a review. Click on the “Product Review” tab and you will find the link to enter a product review.

When will my rating and review appear online?

Please give us a few days to post your review.

Where are your products available?

Our products are exclusively available on our website. We do not have brick and mortar stores.

BUSINESS & TRADE SALES

Do you charge sales tax on trade sales?

Only ship-to address within California are subject to sales tax. If you wish to ship to an address in California and wish to be exempted from sales tax you will have to supply us with a signed Resale Certificate. Without such document we are forced to add sales tax to your purchase.

How and when will I know that I have been accepted into the KOUBOO trade program?

We will send you a confirmation e-mail with all the necessary information within days of you submitting an application.

How can I pay for my order?

We gladly accept Visa, Master, Discover and American Express as well as PayPal Express.

How do I apply for the KOUBOO trade program?

Please fill out the application form and e-mail it to tradesales@kouboo.com or fax it to us at 949-415 7135.

How do I place an order for which I do not request to be exempted from sales tax?

Just go to our website, select the products you like and enter the promotion code that you have received with the e-mail accepting you into the trade sale program during check-out.

How do I place an order for which I do request to be exempted from sales tax?

There are 2 ways to place your order:

  • Call us at 1-888-272 0705 between 9AM and 5PM Pacific Time (MON-FRI) with your order.
  • Scan and e-mail us your order using this order form and your resale certificate to 949-415 7135.
How do I track my order?

We will supply you with a tracking number once your order has been process successfully. You can also login to your account and check the status of your order there.

What type of programs do you offer for interior designers and architects?

We offer a 15% discount on purchases for professionals who successfully registered with the necessary credentials on all products except sale items. Please check out Business/Trade Sales at the bottom of every page on our website to register and check the terms & conditions.

What type of shipping options are available?

We offer standard delivery free of charge. If you order needs to be rushed you can request that it be expedited by opting for 3rd day, 2nd day or even next day delivery. Rush shipping is at an additional charge. The extra charge is calculated real time during the checkout process. Just enter your ZIP code.

SECURITY & PRIVACY

Do you sell or rent e-mail addresses?

Absolutely not. We do not sell or rent your e-mail address to anybody. We hate to be solicited with unwanted mails as much as you do.

Is the credit card information I submit secured?

We have sophisticated encryption and authentication tools to protect the security of your credit card information. Specifically, every page in the ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it.

To help ensure others will not have access to your credit card information while on our Web site, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.