FAQs

How do I track my order?
After we have shipped your order, an email update will be sent titled "A shipment from order #******* is on the way". You will find your tracking number and information inside this email. You can also access tracking information by visiting our Tracking page. Simply paste your tracking number in the tracking box, and see the status of your shipment.

The email you placed your order with is the only place your tracking number will be sent to so please make sure you used an email that you check frequently.

Please note after receiving your tracking number it can take up to 2-3 days for the tracking to update and come online.

Why is my tracking not updating?
Sometimes orders can become delayed for various reasons such as random checks through customs, weather, or postage strikes. Please note that tracking will be updated once your package gets scanned again once it moves to its next warehouse on its pathway to you. If your package is delayed due to external shipping companies, there is no way for us to speed this process up for you.

How long do shipments take to be delivered?
After you placed your order, it will be transferred to "Processing". This process can take up to 72 hours to complete. After the "Processing" phase is completed, your order will be ready for shipment. We will send you the tracking number via the email that you used when placing your order. Please keep track of which email you used when creating your order, this is the only place you can access your tracking number. Delivery time will take up to 3 - 20 business days, depending on your location, so please be mindful before reaching out to us about not receiving your package until that time has passed.

Why was my order not shipped in one package?
Due to the weight and size of packages, it would be costly for us to send in 1 single package. It's actually cheaper with our shipping method to send the packages in two or more different packages. This varies from product to product though. In most cases, if the product is small enough, we will ship in the same package. This allows us to have cheaper prices across the store.

I had to pay a delivery fee on my order, why?
Once your order has been shipped, it is no longer in our control. This means that certain fees can be placed on packages depending on your location. This depends on each shipping company's policy or customs procedure, you might be charged an extra fee for the final delivery or an import tax. This is probably due to that your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order. Kisses'n'cuddles will not cover any extra expenses needed to receive orders.

I've changed my mind, I'd like to cancel my order. How do I do this?
Due to the fact we use out of office shipping, we can not guarantee we can cancel your order in time. Regardless, you will need to email us as soon as possible after placing your order with the subject line saying "CANCEL". This will allow our customer service team to sort the emails every morning by that term to quickly let our shipping team know to cancel the order. Again, this needs to be done as quickly as possible. We are not able to refund an order that has been shipped.

My product came damaged, what should I do?
We at Kissesncuddles.com try our best to sell high-quality and useful items, although sometimes an order may come damaged or defective. If this has happened you will have to email us. Don't forget to tell us about your problem and to attach photos/videos which can clearly show the issue.
There are 2 options we can offer you. We can either send you a replacement order or you can return the order to us to receive a full refund. If you choose to return the order you will need to provide us photo evidence that you indeed shipped and returned the package to us.
We will provide a return address upon request. Please note that you can only choose one of the above options.

If you would like to ship back your product that is not damaged or defective we will not be covering any return fees but you will receive a full refund upon arrival of your package.

I created my order with the wrong shipping address, what should I do?
If you applied the wrong shipping address to your order, you will need to contact us immediately by sending us an email to support@kissesncuddles.com and provide us with your correct shipping address. Hopefully, we will be able to change this for you.
If your order has been shipped out already, we apologize - there is nothing we can do in regards to refunds or re-sending packages.
You can try calling your local postal service and with your tracking number that was emailed to try and get them to re-route the package. Since we ship from overseas you will need to wait until the package has entered your country before being able to re-route the shipment.

What payments do you accept?
You can feel confident in purchasing from kissesncuddles.com as we accept payment via PayPal, Visa, Mastercard and American Express debit and credit cards as well as Shop Pay, Apple Pay and Google Pay. So you can choose the one that best suits you. All orders are processed in USD currency. If you placed the order outside of the United States the prices on your statement will be converted to your currency at the best currency rate.