When will I be charged?
We charge on the last day of every month and ship the first business day after we charge!
How can I change my payment method?
You can log in your account at www.koalitybox.com and edit your payment method under the "credit card" box.
Can I have multiple subscriptions?
Yes! You can log in to your account and add an additional subscription by going through the checkout process again. Please note that we can not guarantee that you do not receive duplicate items if you have multiple subscriptions.
When will my package ship?
We ship our boxes within 3 business days of you ordering them if they are purchased within the shipping window (by the 21st of the month) If they are purchased outside the shipping window your box will ship on the first day of the next month.
How much is shipping?
Shipping is calculated at checkout based on where you live.
Do you ship Internationally?
We currently ship to all countries except for Turkey.
My box is being shipped to the wrong address, what can I do?
Our boxes are shipped to the address as you have provided it. Koality Box is not responsible for lost mail due to the address being entered incorrectly and we will not offer refunds or replacements.
My box was marked delivered, but I didn't receive it. can I get a new one?
We’re sorry to hear your box is missing! Koality Box is not responsible for lost or missing packages once they have been scanned by the USPS. That said - we do offer one replacement box per calendar year per subscription. Please file a missing package claim with the USPS and provide us with the confirmation after you have done so and we can send a replacement. If your box is marked as delivered, but not received more than 2 months we will have to pause or cancel your account until you can provide us with a different address to ship to.
I cancelled my box right after I ordered, will I get a refund?
Cancellations never result in an immediate refund. Always email us as soon as possible if this is the case as we do try to ship our boxes as quickly as possible after receiving the order. If we do not hear from you via email you order will be shipped as scheduled.
I did not want my subscriptions to renew, can I be refunded?
Please make sure to log in and cancel before your renewal date to ensure that you are not charged again. Once you have been charged we can not guarantee that we are able to cancel before your box is shipped. Once an order has been shipped we are not able to issue a refund.
I didn't like my box, can I return it for a refund?
We do not accept exchanges or offer refunds. We do post spoilers and photos of our box in advance to give customers plenty of time to skip a month if they are not excited about the next box!
In the rare event that we offer this, the customer will be responsible for returning the items to our facility and we do not refund for the price of shipping - only the cost of the product. Due to the cosmetic nature of the products, boxes that are returned must be completely unopened or will be refused.
If you have any additional questions, do not hesitate to contact us at any time! We can be reached by email at firstname.lastname@example.org