Frequently asked questions

We currently ship to all locations in Canada and the United States, including Hawaii, Puerto Rico and Guam

We use a combination of couriers depending on your delivery address. We deliver through UPS (Canada & US), Fleet Optics (Canada), Purolator (Canada), Canada Post (Canada), and USPS (US).

We offer order pick up at our warehouse in Richmond Hill, Ontario, Canada. Please select Pick Up option at checkout and you won't have to pay for shipping! Pick up is available during business hours 9:30AM-5:00PM EST, Monday to Friday. We are closed on Statutory Holidays.

No. We handle all tariff-related costs and paperwork. You will not be asked to pay extra at delivery. If you receive any request from the FDA or another government agency, please forward it to hello@kiyoko.com immediately so we can assist.

In some cases, orders may take a little longer to cross the Canada–U.S. border due to updated customs procedures. Most shipments will still arrive within the usual timeframe, but please allow for possible slight delays. Delays depend on how quickly border agencies process shipments under the new rules. We expect any delays to be minimal and temporary.

Yes! You will receive an email with your order confirmation shortly after you place your order.

Once we ship your order, you will receive a confirmation email that your order has been shipped. In that email, there will be a tracking number.

You can track your order via the courier's built in tracking notifications.

After you've placed your order, you cannot modify your order (ie add new products to the order).

If you've made a mistake on your delivery address, email us at hello@kiyoko.com immediately, as once it's shipped, we cannot modify it in any way.

You can cancel your order as long as your order has not been fulfilled (shipped). To cancel your order, email us at hello@kiyoko.com immediately. Please note that cancelling an order is a manual process for us, and we can't guarantee that we'll be able to cancel your order in time before it gets packaged and shipped.

After it has been shipped, we are unable to cancel the order.

Kiyoko welcomes you to return unopenned products for a full refund to your original method of payment if returned within 14 days of purchase. 

Returns that are made from 15-30 days after purchase are only eligible for store credit.

We will not to accept returns after 30 days of purchase.

Refer to our return policy for more details.

Unfortunately we cannot perform price adjustments or price matches for orders placed outside of the sale period.

While it is possible for the product to freeze due to external temperatures, this does not affect the overall safety or stability of the product.

When the product melts back to room temperature, it typically restores itself to its original state without any harm. However, we recommend exercising caution when opening the product, as freezing can cause the container to expand, potentially leading to spillage. 

Pre-ordering allows our customers to pre-order and reserve popular select products while we wait for inventory to arrive.

You can pre-order select products by adding it to your cart and checking out as usual. Once Kiyoko receives the inventory, we'll prioritize sending out your order so you can receive your pre-ordered product as soon as it's available. 

**IMPORTANT: Please note that your entire order, including non-preordered items, will be held until the preordered product is available for shipment.

We appreciate your understanding and patience as we work to fulfill your order completely.

Yes! You will receive an email with your order confirmation shortly after you place your order, including your preordered item. Please allow 10-15 minutes for the email to come in.

Your payment for any pre-ordered product is collected at checkout, just as it would be for a normal order.

If your order includes pre-ordered products and normal (not pre-ordered) products, we collect payment for the entire order at checkout.

You can cancel your order as long as your order has not been fulfilled (shipped).

To cancel your order, email us at hello@kiyoko.com immediately. Please note that cancelling an order is a manual process for us, and we can't guarantee that we'll be able to cancel your order in time before it gets packaged and shipped. After it has been shipped, we are unable to cancel the order.

Once we receive the pre-ordered products at our warehouse, we'll prepare to fulfill your ENTIRE order (including non pre-ordered product that were held).

You'll receive a shipping confirmation email once we've shipped your package out!

Absolutely, we're here to help!
If you want help on skincare immediately, you can use our Skincare Quiz to get custom recommendations here.

If you want to talk to a human, please email us your questions at hello@kiyoko.com and our team will assist you with personalized recomendations.

We restock on a rolling basis based on product availability with our suppliers. If you're waiting for a specific product to come back, the best thing you can do is to sign up for restock notifications on the product listing, as they helps us prioritize restocks.

Please do not contact us for specific restock dates, as we cannot reliable provide timing estimates.

We love hearing from our customers on new products and brands to carry! Email us at hello@kiyoko.com so we can try to source it with our suppliers.