SHIPPING POLICY

Effective Date: July 23, 2025

At Kioko Clothing Company, we practice sustainable development in order to reduce our carbon footprint, everything we create is Decorate-On-Demand. That means nothing is pre-made — your order is processed, produced, and fulfilled after you place it. Whether it’s custom embroidery, sublimation, Direct-to-Garment (DTG), Direct-to-Film (DTF) or fully personalized products, your items are made just for you.

By placing an order, you agree to the terms of our shipping policy, outlined below.

ORDER PROCESSING & FULFILLMENT

We process orders Monday through Friday, excluding weekends and U.S. holidays. Your order starts processing after a 1-business-day cancellation window. If you selected rush processing, your order will begin immediately and cannot be changed or canceled.

Items may ship together or separately depending on production times however the shipping fee paid will cover your entire purchase.

Here’s how long production typically takes:

Note: These timelines may change based on the order size and do not include shipping times. Shipping times are based on the respective carriers shipping rates that the customer adds during checkout.

SHIPPING & DELIVERY

At checkout, you’ll choose your preferred shipping method and rate. The delivery estimate you see refers to carrier transit time only and does not include processing or production time. Kioko is not responsible for shipping issues but will act as a medium if between the postal carrier and customer if there are any issues. (The customer must notify our team if there are any shipping issues since we do not monitor the tracking once it leaves our facility).

We ship via the following carriers:

• USPS (United States Postal Service)

• UPS (United Parcel Service)

• FedEx (Federal Express)

• Occasionally, we may use other carriers to ensure safe and timely delivery.

Once your order ships, you’ll receive a tracking number(s) by email. Delivery dates are not guaranteed, and we can’t be held responsible for delays due to weather, holidays, customs, carrier errors, or regional disruptions.

INTERNATIONAL SHIPPING

We currently ship throughout the U.S., U.S. territories, and to select countries, including Canada, the UK, Ireland, Mexico, and Brazil.

Please note:

• We do not ship to APO/FPO/DPO addresses or freight forwarding services.

• International buyers are responsible for customs duties, taxes, and fees — we don’t cover these.

• International orders do not qualify for free shipping or free returns.

• Delivery to international addresses may take up to 15 – 50 days, especially if customs delays occur.

ADDRESS ISSUES & RESHIPMENTS

You’re responsible for providing the correct shipping address when placing an order. If a package is returned to us due to an incorrect address:

• We’ll contact you for an updated address.

• Reshipment will cost $3.99 plus any new shipping fee.

• We cannot reship unless the original package is returned to us.

• We don’t issue refunds for address errors since we ship to the exact address that the customer provides at checkout. If the carrier delivers to the incorrect address the customer may open an investigation with the postal carrier and make a new order at their own expense. If the customer starts the investigation, Kioko will not be able to. Only one investigation can be initiated.

LOST OR STOLEN PACKAGES

If tracking shows your order is stuck, delayed, or lost:

1. Email us at orders@kiokoclothingco.com.

2. We’ll start a carrier investigation within 24-48 business hours, does not include weekends.

3. These usually resolve within 48–96 business hours, though it can vary.

If the package is confirmed lost, we’ll issue store credit so you can reorder. We do not allow customers to expedite claims since they are handle by the postal carrier.

Once a package is marked as delivered by the carrier, we are no longer responsible for its security. If theft is a concern, please ship to a secure location. We do not refund or replace packages stolen after confirmed delivery.

DAMAGED ITEMS

If your item arrives damaged, notify us within 72 hours of delivery.

Email orders@kiokoclothingco.com with:

• Your order number

• Clear, unedited photos of the damage and packaging

If the claim is approved, we’ll send you a replacement (if available) or issue store credit. Claims without proof cannot be processed.

SHIPPING INSURANCE

We don’t currently offer shipping insurance at checkout. Most USPS, UPS, and FedEx shipments include limited built-in coverage (typically up to $100). If you live in an area where packages are commonly lost or stolen, we recommend shipping to a PO Box or a secure address.

MULTIPLE SHIPPING ADDRESSES

We do not offer multi-address shipping in a single order. If you need to send items to different addresses, place separate orders for each destination.

QUESTIONS?

If you have a shipping question or issue, we’re here to help:

• 📧 Email: orders@kiokoclothingco.com

• 📲 WhatsApp: 804-223-2384

• 💬 Live Chat: Available during business hours on our website

By completing a purchase with us, you agree to this Shipping Policy. This policy may be updated at any time. Kioko Clothing Company is a registered business under Kioko LLC, and we reserve the right to protect our business, brand, and intellectual property from abuse, fraud, or misrepresentation.