shipping
All orders placed on standard business days (Monday to Friday) before 3PM will be processed, packed and dispatched on the same day. Orders placed after 3PM or on the weekend will be shipped the following business day. We do not ship on Saturdays, Sundays, or holidays. While we will do our best to ensure your order is delivered to you on time, KOY Gear cannot be held responsible for conditions beyond our control such as severe weather, service interruptions and delays, etc. If you have any questions or concerns, please refer to the footnotes below, see our FAQs or send us an email.
- CANADA
- USA
- INTERNATIONAL
Standard Shipping Tracked: Please allow 7-12 days for delivery from date of dispatch.
Priority Shipping Tracked: Please allow 1-3 days for delivery from date of dispatch.
*Package is only tracked upon pickup until drop-off at initial fulfillment centre.
**Shipping rates may vary depending on the total weight of items.
USPS Standard Shipping: Please allow 4-7 days for delivery from date of dispatch.
USPS Priority Shipping: Please allow 1-3 days for delivery from date of dispatch.
*Shipping rates may vary depending on the total weight of items.
Standard Shipping Tracked: Please allow 25 days for delivery from date of dispatch.
Priority Shipping Tracked: Please allow 3-5 days for delivery from date of dispatch.
*Shipping rates may vary depending on the total weight of items.
**Delivery times for international shipments may vary depending on geographical region and country.
1. All shipping times are estimations and may vary depending on geographical region and country. Once your order has shipped, you will receive an email with the tracking number.
2. Free shipping and/or shipping costs and insurance costs are calculated at checkout.
3. Orders can incur duties and taxes, which are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order for goods imported into the destination country. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. More information can be obtained by contacting your local customs office.
4. For questions regarding our return or refund policy, click here.
5. KOY Gear cannot be held responsible for packages once they leeave from our fulfillment centre and are received by the postal service. We strongly recommend that customers add Route insurance to protect their shipments.
Why Route Insurance?
KOY Gear Inc. is no longer responsible for managing shipments once they have left our fulfillment centre and are received by the postal service. Route Insurance is strongly recommended.
Route is a third-party provider that allows customers to buy shipping insurance for online orders. Route ensures protection for lost, stolen, or damaged shipments. Route also allows customers to visually track their KOY Gear shipments anytime, anywhere.
How does Route Insurance work?
Customers have the option to purchase Route's Shipping Insurance at check out. If you purchase Route's Shipping Insurance, you will receive an email with instructions on how to file a claim if necessary.
Lost Orders
An order is considered lost when tracking from the shipping services never confirms package status as "delivered." If tracking doesn't show any movement or looks to be stuck after exceeding the estimated shipping time, then orders may be considered lost, and a claim will need to be made. Within how many days following the last tracking update, should I file my claim? For domestic orders, 7 days and for international orders, 20 days. Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.
Stolen Orders
An order is considered stolen when tracking confirms the package status as "delivered," but not received. Route requests that you wait 5 days from the day your package status states 'delivered' before reaching out and filing your claim. Claims for stolen orders must be filed within 15 days from the date your package status was marked delivered.
Damaged Orders
If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately Please include photo reference of damaged item and packaging received Claims for damaged orders must be filed within 15 days from the date your package status was marked 'delivered'.