Shipping & Returns

Got a question that isn't answered below? Drop us a line here

Easy returns

Enjoy hassle-free returns

Fast delivery

All orders ship within 1-2 business days*

Online support

We aim to respond to all customer inquiries within 24 business hours

SHIPPING

HOW LONG WILL MY ORDER TAKE TO SHIP?

We aim to ship all orders within 1-2 business days. Occasionally, with an influx of orders, processing can take 3-7 business days. Processing time is not included in shipping estimates.

After your order has left our warehouse, shipping time estimates are displayed on the shipping profile chosen at checkout. Shipping times are given as estimates - sometimes there are delays in transit that are unfortunately out of our control. If your order is time sensitive, please reach out so we can help out with options + more accurate shipping estimates specific to your location.

WILL I INCUR DUTIES OR TAXES ON MY ORDER?

If your order is shipping to Canada or the USA

Orders shipping within North America will not incur any additional duties, taxes, or fees.

If your order is shipping outside of Canada or the USA

Kōv does not charge any applicable taxes or duties imposed by the customs and revenue authorities in the destination country. Payment of duties and/or taxes are buyer responsibility; we unfortunately cannot control these fees.

I RECEIVED A TRACKING NUMBER FOR MY ORDER, BUT THE LINK WILL NOT UPDATE

Not to worry! Your order is still en-route. Please see below to understand tracking scan delays:

If you are located in Canada

We use a service called 'zone skipping' within Canada, in efforts to pass along the lowest shipping rates to our customers. This means that your order is consolidated at a warehouse in Ontario with other parcels going to the same destination, loaded onto a truck, and are brought to the Canada Post hub nearest you. Until your parcel reaches the Canada Post hub nearest you, it will display the following message on the tracking link:

"We didn't find an item associated with this number"

This is nothing to worry about; it simply means that your local Canada Post is waiting for the shipment to arrive.

If you are located in the USA

You can expect your USPS tracking link to update within 1-2 days of receiving your shipping confirmation email. During this time, the tracking link will display:

"Label created, not yet in system"

This is nothing to worry about; it simply means that your order is en route to the USPS sorting facility near our warehouse.

If you are located outside of Canada and the USA

Please allow 2-5 business days for your PostNL tracking link to update.

MY ORDER WAS RETURNED-TO-SENDER. NOW WHAT?

Packages are generally marked as return-to-sender due to the following reasons:

  • - There was an issue with the shipping address or postal code
  • - The addressee does not live at the shipping address
  • - The package was refused by the recipient when a delivery was attempted

If a package is returned to us, please allow 3-4 weeks for processing; you can always email us first if you notice any issues with your tracking and we would be happy to advance our protocol.

We are unable to re-ship orders that are returned to us. Once you have recieved your E-Gift Card, we welcome you to place a new order with us!

I THINK MY ORDER IS LOST. NOW WHAT?

If your order is deemed lost, we will issue a re-shipment. Parcels are deemed lost if there has not been a tracking scan for 30 days.

THE TRACKING ON MY ORDER SHOWS 'DELIVERED' BUT I HAVEN'T RECEIVED IT. NOW WHAT?

When the tracking for your package is updated as "delivered" by the postal carrier, it triggers an automatic email from us to let you know about this new status.

Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:

If you are located in Canada: 

  • - Please wait another 2 business days, as the package could have been marked as delivered by mistake, and will arrive in the following days.
  •  
  • - Please check with household members to ensure that nothing was brought in on your behalf, as well as nearby neighbours.
  •  
  • - Contact your local Canada Post office. Make sure you contact your LOCAL post office, and not the Canada Post hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day's delivery. Canada Post is used to these questions, and will generally provide helpful information.
  •  
  • - If the package still does not show up, please call Canada Post to file a claim. Kōv Essentials cannot reimburse OR re-ship orders that were mis-delivered by the post office or stolen from a property. Thank you for understanding!
  •  

If you are located in the USA:

  • - USPS delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another 2 business days, as the package could have been marked as delivered by mistake, and will arrive in the following days.
  •  
  • - Please check with household members to ensure that nothing was brought in on your behalf, as well as nearby neighbours.
  •  
  • - Contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day's delivery. USPS is used to these questions, and will generally provide helpful information.
  •  
  • - If the package still does not show up, please call USPS to file a claim. Kōv Essentials cannot reimburse OR re-ship orders that were mis-delivered by the post office or stolen from a property. Thank you for understanding!
  •  

If you are located outside of Canada and the USA: 

  • - Check your door/mailbox for note from your local post office. If you receive a note, it should provide you with the instructions you need to receive your package. If there was no note, please check the tracking on your order to see if it indicates that the parcel is available for pick up - in this case, you can reach out to us to request further details on the pickup location.
  •  
  • - Contact your local post office and your local customs office. Ask who delivered the package, and ask for the details of that day's delivery. Postal services are used to these questions, and will generally provide helpful information.
  •  
  • - Contact us for additional assistance. Kōv Essentials cannot reimburse OR re-ship orders that were mis-delivered by the post office or stolen from a property. Thank you for understanding!

RETURNS

WHAT IS YOUR RETURN POLICY?

Kōv Essentials is happy to offer full returns, less initial shipping fees. Returns must be shipped within 10 days of delivery for a full refund; orders shipped within 30 days of delivery will be issued store credit. After 30 days of delivery, all orders are final sale. Purchases made with a discount beyond 20% are final sale.

CAN I RETURN AN ITEM THAT I HAVE WORN?

All items must be returned in their original state with no signs of wear. If you are unsatisfied with your order, please reach out to us ASAP for a Return Authorization & instructions.

IS RETURN SHIPPING PRE-PAID?

Return shipping is buyer responsibility - please purchase a shipping label through your preferred carrier. If this is an International return, please ensure duties & import taxes are prepaid as any shipments bearing payment upon delivery will be refused. Kindly note that Kov Essentials is not responsible for lost or damaged returns - we recommend purchasing tracked shipping and shipping insurance on your return.

HOW DO I MAKE A RETURN?

Please email support@kovessentials.com to request a Return Authorization

I REFUSED MY ORDER BECAUSE OF DUTIES AND TAXES. NOW WHAT?

Orders refused at delivery will be issued a store credit via E-Gift Card for order value less initial + return shipping fees.

MY ORDER WAS RETURNED TO SENDER. NOW WHAT?

Returned-to-sender orders will be issued a store credit via E-Gift Card for order value less initial + return shipping fees, given that the error was not our fault.

Any other questions?

support@kovessentials.com