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Shipping & Returns

Shipping & Packaging Policy

At Kilbix, we love making sure you receive your products as quickly and sustainably as possible. Here's how we do it:

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  • Processing and Shipping Times: Each product is made just for you! It takes us 3-7  business days to work our magic and fulfill your order. Shipping times depend on your location, but you'll see the estimated delivery at checkout. 

  • Shipping Methods: We offer a variety of shipping options to meet your needs:

    • Standard Delivery: Typically takes 5 to 10 business days after the order has been shipped.

    • Express Delivery: For faster delivery, express shipping is available for some products and takes 2 to 5 business days.

      • Shipping costs will be calculated at checkout based on the selected delivery method and your location.

  • International Shipping: We currently offer international shipping to select countries, including Mexico and Canada. Please note that international shipping may incur additional customs fees, taxes, or duties, which are the responsibility of the buyer. Delivery times may vary depending on the destination country and customs clearance.

  • Delivery Issues: In the rare event that your order is lost or damaged during shipping, please contact us at support@kilbix.com within 7 days of receiving the shipment (or the expected delivery date for lost packages). We will work with the carrier to resolve the issue and, if necessary, arrange for a replacement or refund.

  • Eco-friendly Packaging: We want you to enjoy your Kilbix items knowing we're doing our part to protect the planet. Our products are shipped in recycled (PCR) plastic packaging, made from things like bags and bottles that people recycle every day. Most of our packaging is at least 50% PCR, but we’re stepping it up to 90%-100% recycled materials at our North American facilities. Every little bit helps!

    • Apparel and Textiles: From t-shirts to pillowcases, each item is individually packed in PCR bags. If you order more than one item, we’ll keep them safe in clear, protective bags before shipping them together in a larger package.

    • Hats: Snapbacks and structured hats are packed in sturdy cardboard boxes to keep their shape during delivery.

    • Home & Living and Decor: If you're ordering mugs, puzzles, or framed prints, these will arrive in secure cardboard boxes to ensure they reach you in perfect condition.

Return Policy

At Kilbix, we strive to ensure every order meets your expectations, but we understand that things don't always go as planned. Here’s our return policy to guide you through any issues:

Return and Exchange Policy

Since our products are made to order, we do not accept returns or exchanges for size or color-related issues. Please double-check your sizing and order details before purchasing.

Damaged or Defective Items

If you receive a damaged, defective, or misprinted item, we’re here to help. You can request a replacement or a refund within 30 days of receiving your order. To process your claim quickly, please contact us and include clear photos of the damaged item.

Lost or Missing Packages

If your order is lost in transit, please notify us within 30 days after the expected delivery date. We’ll work with the shipping carrier to resolve the issue.

Wrong Address

If an incorrect address is provided during checkout and the shipment is returned, we’ll be happy to reship your order after confirming the correct address with you. However, you’ll be responsible for any additional shipping costs.

Unclaimed Shipments

Shipments that are unclaimed will be returned to us, and you will be responsible for the cost of reshipping. If unclaimed for 30 days, the product will be donated to charity.

Non-Returnable Items

Due to health and hygiene reasons, items like face masks cannot be returned. Once delivered, these items are final sale.

How to Start a Return or Refund Claim

If you encounter an issue with your order, contact us at support@kilbix.com within 30 days of receiving the item. Please include your order number and a description of the problem. For damaged or defective items, photographic evidence will be required. Once your return request is reviewed, we’ll provide further instructions on how to proceed.

Important Notes for EU Customers

According to EU law, personalized items, such as those made to order, may not qualify for returns unless defective. Additionally, any sealed items that have been unsealed after delivery (e.g., face masks) are not eligible for return due to hygiene reasons.

We are committed to transparency and ensuring you have a smooth shopping experience. Should you have any questions about our return policy, feel free to reach out to us directly.

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