FAQS
Welcome to our Help Center. Below are answers to the questions customers ask most often. If you need additional assistance, feel free to reach out to us at support@kitsylab.com and include your Order Number along with the email address used for the purchase so our support team can assist you promptly.
Orders & Payment
Q: How can I use a promo or discount code?
To redeem your discount code during checkout, please follow these instructions:
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Select your desired item and click “Add to Cart.”
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Go to your shopping cart and choose “PAY WITH DEBIT/CREDIT CARD.”
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Enter your promo code:
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Mobile users: Tap “Show order summary” to locate the discount field.
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Desktop users: The discount code box will appear on the right side of the checkout page.
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Once the code is applied successfully, continue by completing payment through PayPal or by entering your card information.
Q: Which payment methods are supported?
We offer multiple secure payment solutions, including:
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PayPal
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Visa
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MasterCard
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American Express (AE)
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Diner’s Club
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Most major debit and credit cards
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Apple Pay
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Google Pay
Q: What are the shipping charges?
Our standard international shipping fee is generally USD $5.99. Shipping costs may differ depending on the destination country or current promotional offers. The exact delivery fee will always be displayed during checkout before payment is finalized.
Shipping & Delivery
Q: Do you ship internationally?
Yes. We provide worldwide shipping services. As a global business with multiple fulfillment facilities, we dispatch orders from the warehouse closest to your delivery location whenever possible to help reduce transit times.
Q: How long will delivery take?
Estimated delivery time is usually between 10–20 business days after the order has been processed and shipped.
Q: How do I track my package?
After your order has been shipped, a confirmation email containing your tracking number will be sent to you. You may track your parcel using a universal tracking platform such as 17track.net.
Q: Why hasn’t my tracking status changed?
Tracking information may require approximately 24–48 hours to update after shipment confirmation is issued. During transit, it is also normal for tracking activity to pause temporarily while the package moves between logistics centers.
Q: Why did I only receive part of my order?
Orders containing multiple products may be shipped separately from different fulfillment centers for faster delivery. Each shipment will have its own tracking number, which will be emailed to you individually.
Order Changes & Cancellations
Q: Can I update my shipping address, recipient name, or phone number?
Requests of this nature are highly time-sensitive. Please contact us immediately at support@kitsylab.com using the subject line:
“Urgent: Address Change”
To help us process your request efficiently, please include:
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Your Order Number (example: 071SHOP-112938)
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The email address used for the order
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Your complete updated shipping details
We will make every effort to revise your information before the order enters processing. Once the package has been shipped, modifications are no longer possible, and we recommend contacting the shipping carrier directly.
Q: Can I modify the products in my order (size, color, quantity, etc.)?
Yes, but these requests must be submitted as quickly as possible. Please email support@kitsylab.com with the subject line:
“Urgent: Order Change”
Please provide:
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Your Order Number (example: 071SHOP-112938)
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Your order email address
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The exact changes requested
Please note that adjustments can only be made before fulfillment begins, and this processing window may be very limited.
Q: Is it possible to cancel my order?
Orders that have not yet been shipped may be canceled upon request. A small processing or handling fee could apply. Once an order has already been dispatched, cancellation is no longer available.
Issues After Delivery
Q: My package arrived damaged. What should I do?
We sincerely apologize for the inconvenience. Please contact us at support@kitsylab.com and include the following information so we can assist you as quickly as possible:
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Your Order Number and order email
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Photos or videos clearly showing the damaged item(s)
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A photo of the shipping label attached to the parcel
Q: What should I do if the item appears defective or has a quality issue?
We are committed to maintaining high product standards and regret that your item did not meet expectations. Please email support@kitsylab.com with:
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Your Order Number and order email
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A detailed explanation of the issue
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Clear photos or a short video demonstrating the defect
Our team will review the case and work toward a suitable resolution.
Q: I received the wrong item or something is missing from my order.
We apologize for the mistake. Please contact support@kitsylab.com and provide:
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Your Order Number and order email
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Photos or videos of the incorrect product received
(or a list of any missing items)
Once verified, we will help resolve the issue as quickly as possible.
Account & Communication
Q: I never received my order confirmation email.
Please check your spam or junk mailbox first. If you still cannot locate the confirmation, contact us at support@kitsylab.com and provide the email address used during checkout. We will locate your order and resend the confirmation email.
Q: I haven’t received my tracking number yet.
Tracking details are normally sent within 1–2 business days after order processing. If more time has passed, please review your spam folder first. If the email is still missing, contact our support team for further assistance.