Undelivered Packages (Unclaimed or Incorrect Address)

Occasionally a package is returned to us before it reaches the customer. The most common reasons are:

-The package was not picked up from the post office and was returned to sender.

-The shipping address was entered incorrectly at checkout.

Unclaimed packages and incorrect addresses are the responsibility of the customer, please double-check your shipping address carefully before placing your order, and watch for delivery notices from your local postal service. 

If your package is returned to us, we will contact you and offer two options:

-Reship the package: You pay the shipping cost a second time, and we send it back out.

-Cancel the order: We refund the price of the product. The original shipping cost is non-refundable.

If you believe the return was the fault of the postal service or customs, we want to help. Please contact us with your order number, tracking number, and any written communication with your postal carrier at: support@kittomaru.com

Damaged Packages

If your order arrives damaged in transit, we'll make it right. Please contact us at support@kittomaru.com so we can assist!

Please keep the damaged item and packaging until your claim is resolved. 

Please contact us within 72 hours of delivery and include clear photos of the damaged item and the packaging it arrived in. Once we've reviewed the photos, we will reach out to discuss the best refund or replacement option for your order. 

Depending on the shipping method you selected for your order, we may request you to file a damage claim with your local postal service. Once you file a damage claim, we'll handle any shipping-carrier insurance claims on our end and proceed with assisting you with a refund or a replacement. 

Lost Packages

Please keep an eye on your tracking number while your package is in transit. If you notice that your tracking hasn't updated in awhile, please first contact your local post office. If our local post office is unable to assist, please reach out to: support@kittomaru.com

-Please allow the full estimated delivery time before reporting a package as lost, as international shipments can sometimes be delayed by customs or postal backlogs.

-Once you contact us, we will open an investigation with the shipping carrier. Carrier investigations can take some time to complete, and we appreciate your patience while the package is located.

-If the carrier confirms the package is lost, we will discuss a replacement or a refund for your order. 

If tracking shows a package was marked as delivered but you can't find it, please first check with members of your household, neighbors, and your local post office, as packages are sometimes left in a safe spot or held for pickup. If you still can't locate it, contact us at support@kittomaru.com so we can assist.