Products & Design

1. Who can I contact with product questions? Contact customer support at service@koiaut.com for help with product information, materials, care, intended use, or an existing order.

2. What does Koiaut™ sell? Koiaut™ offers selected hardware products, tools, and accessories for everyday projects and maintenance.

3. Will every piece look exactly like the photographs? Product photos are intended as a helpful representation. Lighting, screen settings, photography, materials, and production processes can affect the appearance of color, finish, texture, proportions, packaging, and surface detail.

4. Are small variations considered defects? Minor variations in finish, texture, color, size, packaging, or surface detail can occur and are not automatically defects. If an item is damaged, defective, incomplete, incorrect, or materially different from its description, contact us promptly.

5. Are Koiaut™ products original? Product descriptions, product presentation, and other website content are provided for the listed item. Please review the applicable product page carefully before ordering.

6. How does the design process begin? Product selections and presentation are developed around practical needs for everyday projects and maintenance. Availability, materials, details, and specifications may change from time to time.

Orders & Shipping

7. How long does order processing take? Orders are normally processed within 2–4 business days after payment confirmation. During holidays, promotions, or unusually high order volume, processing may require up to 5 business days. Processing time does not include carrier transit time.

8. How long does standard U.S. delivery take? For standard shipping to supported U.S. destinations, estimated transit is generally 10–15 business days after dispatch. This is an estimate, not a guaranteed delivery date; carrier, weather, customs, address, and other circumstances may affect delivery.

9. How much does shipping cost? Available shipping methods and applicable charges are shown at checkout before payment is submitted. Charges may depend on destination, selected service, package characteristics, and order details.

10. Where are orders shipped from? Orders may be fulfilled through different facilities or partners depending on inventory, product availability, and fulfillment requirements. The shipping origin may differ from the registered business address, and items in one order may ship separately.

11. Will I receive tracking information? Where tracking is available, tracking details are normally sent after dispatch to the email address used at checkout. Tracking may take time to activate after a carrier receives or scans a parcel.

12. What should I do if tracking stops updating? Carrier updates can pause while a parcel is in transit, between scans, during customs processing, or during high-volume periods. Please allow a reasonable period for movement. If there is no update for an extended time, contact customer support with your order number.

13. What if tracking says “Delivered” but I cannot find my package? Check your delivery location, mailbox, building reception, neighbors, and any carrier delivery notice. Contact the carrier first where appropriate, then contact us with your order number and the tracking details if the package remains missing.

14. Can I cancel or change an order? Email us as soon as possible. We will make reasonable efforts before processing or fulfillment has started, but a change or cancellation cannot be guaranteed once processing, packing, shipment preparation, or dispatch has begun. No cancellation fee is charged when an order is successfully canceled before fulfillment.

Returns & Refunds

15. What is the return period? Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the Return & Refund Policy and the applicable return requirements.

16. How do I request a return? Email service@koiaut.com with your order number, the item you wish to return, and the reason for the request. Where relevant, include clear photos of the product, packaging, and any reported issue. Please wait for review and instructions before returning anything.

17. Where should I send my return? Do not automatically send merchandise to the registered business address. After a request is reviewed and approved, customer support provides the appropriate return address and instructions.

18. Who pays for return shipping? For a preference-based return not attributable to us, the customer is generally responsible for return-shipping costs. For a confirmed damaged, defective, incorrect, incomplete, or materially different item attributable to us, an appropriate solution will be provided without requiring reasonable return-shipping costs.

19. How long does an approved refund take? Once a return is approved, received, and inspected where required, an eligible refund is normally initiated to the original payment method within 5–10 business days. Your payment provider may require additional time to post the credit.

20. What if my item arrives damaged or incorrect? Contact us within 7 calendar days after delivery. Include your order number and clear photos of the item, packaging, shipping label, and the issue. After review, we will provide an appropriate solution.

Still Need Help?

Email service@koiaut.com or call +86 180 9890 1028. Customer support is available daily from 8:00 AM to 10:00 PM. Please include your order number for order-specific assistance.