In the guide below, you'll find a culmination of our most "Frequently Asked Questions" in regards to shipping, along with our detailed answers.
WHERE IS MY ORDER?
Once you place your order (and it's fulfilled by our Fulfillment Team), you will receive an “Order Confirmation” email from us*. This email will contain all of your order details, including order number, shipping address, billing address, and an itemized list of all products (and flavors) ordered.
Once your order has shipped out from our fulfillment center, you will then receive a “Shipping Confirmation” email from us**. If you selected a tracked shipping method, you will receive your tracking information, along with the necessary steps to track your order, within this email.
If you’re unsure which shipping method you selected for your order, you can also find this information available in your Order Confirmation email (which we send to you immediately after we receive your order).
*All orders placed Sunday-Thursday are shipped on the FOLLOWING business day that the order was received. All orders placed Friday-Saturday will ship on the following Monday or next business day.
**Standard Shipping is the default shipping method (5-7 business days for Domestic orders and 14-21 working days for International orders). Regarding Standard International Shipping Only: If you proceed with this default shipping method, you accept and recognize that it is a non-tracked, non-prioritized shipping service.
HOW ARE SHIPPING RATES DETERMINED?
Shipping rates vary depending on the shipping method you selected during checkout and the gross weight of your order. To calculate the exact cost of shipping for your order, please follow the steps below:
For a better understanding of our typical shipping times, please see each service below for domestic and International (United Kingdom, Australia, and Canada) orders.
Please note, there is no way for KANIBI to guarantee these shipping times:
UNITED STATES ORDERS
*All orders placed on Sunday-Thursday are shipped on the FOLLOWING business day the order was received. All orders placed Friday-Saturday will ship on the following Monday.
**Standard Shipping is the default shipping method (5-7 business days for Domestic orders and 14-21 business days for International orders). If you proceed with this default shipping method, you accept and recognize that it is a non-tracked, non-prioritized shipping service.
WHAT TIME OF DAY CAN I EXPECT MY DELIVERY?
Delivery times vary by region, shipping courier, and shipping method, and can be made anytime between 7:00 am - 9:00 pm, locally.
DO YOU SHIP TO MY COUNTRY?
We are always striving to accommodate all of our loyal international customers, and strive to make their purchase experience with KANIBI simple, secure, educational, and professional.
To determine if we can ship to your country, please find our list of Banned Countries below:
If your country is listed above, unfortunately, we are unable to ship to you at this time due to business-related reasons.
Please note: If you are a member of the U.S. Military, KANIBI ships to all APO, FPO, and DPO addresses.
AM I RESPONSIBLE FOR PAYING CUSTOMS DUTIES AND IMPORT TAXES ON MY ORDER?
Customs duties and taxes vary from country to country and several factors determine whether or not your order will require them to be paid (by the customer). Unfortunately, KANIBI does not control any of these factors.
International orders shipped to countries outside of the United States may be subject to import taxes and customs duties required by the destination country; however, most of our International customers are not charged additional fees when they receive their shipment.
Any additional charges for customs clearance must be paid by the recipient. Customs charges and/or import duties are not included in the price of the order and KANIBI cannot anticipate whether or not you will be charged additional fees, or in what amount. As customs policies vary so widely from country to country, we recommend contacting your local customs office for additional details.
If you do get charged an additional fee, the carrier will expect payment at the time of delivery. If you refuse the shipment because of these charges, or if customs rejects an order due to product restrictions, or if the order is returned (because the local post is unable to locate your address), we will happily refund you for the cost of the product. This does not include any shipping or return shipping fees) once the package is returned and processed by our fulfillment center.
PLEASE NOTE (RETURN POLICY): There are NO Returns or Refunds on International Orders...
We apologize, but we've had to adopt this strict return policy for international shipping orders because so much of the shipping process is out of our hands once it leaves the US.
I ENTERED THE WRONG ITEM/SHIPPING ADDRESS - CAN I CHANGE IT?
Our Fulfillment team is very quick to process all inbound orders, to get your order shipped and on its way to you as quickly as possible.
You may edit/update/remove any items from your order as much as you would like prior to clicking “Complete Order.” After this point, you will be unable to make any changes or amendments to your order, as our Fulfillment team will have already started processing and preparing your order for delivery.
Once your order is processed, the products, flavors and shipping address are unable to be amended.
If by chance, you entered the wrong shipping address and the order has been shipped, you will be responsible for contacting the residence of the address you had initially entered (as they will be receiving your order).
If you entered an address that does not exist, the order will make its way back to our fulfillment center. Upon receiving, our Fulfillment Team can then redirect your order to your correct address (if you’ve provided it to our Customer Service team) or provide a full refund (product costs only).
If you entered any incorrect details regarding products (or flavors) and it has already shipped from our facility, your order cannot be canceled (or amended) after this point, as it has already shipped to you. Once received, if you still require changes to be made to your order, you will be responsible for contacting our Customer Support team (and paying the return postage), so that we can help you through our Returns/Exchanges policy.
KANIBI is not liable for any losses incurred if the customer has provided any incorrect details for their order. KANIBI also reserves the right not to issue a refund for product costs on orders never received, as a result of the incorrect details provided.
HOW CAN I TRACK MY ORDER?
Once your order has shipped out from our fulfillment center, you will receive a “Shipping Confirmation” email from us*. If you selected a tracked shipping method, you will receive your tracking information, along with the necessary steps to track your order, within this email.
If you are unsure which shipping method you selected for your order, you can find this information available in your "Order Confirmation" email (which was sent immediately after we received your order).
*Standard Shipping is the default shipping method (5-7 business days for Domestic orders [which DOES come with tracking] and 14-21 working days for International orders). Regarding Standard International Shipping Only: If you proceed with this default shipping method, you accept and recognize that it is a non-tracked, non-prioritized shipping service.
HOW ARE SHIPPING DAYS CALCULATED?
All "shipping days" refer to “business days” (Monday-Friday), which does not include weekends (Saturday and Sunday) and holidays.
I PLACED AN ORDER AND IT HASN’T BEEN RECEIVED
If you chose our Standard Shipping, please make sure that you have tracked your order to find out the status of your order. If tracking hasn’t updated in more than five days, please contact our Customer Support Team for assistance at support@KANIBI.com.
If you choose our Standard Shipping, you will not have any way to track your order, and neither does our Customer Support Team. You can calculate the date your order should arrive by starting with the date your order shipped (as given to you in your Shipping Confirmation email) and count 14 business/working days. Remember, count only weekdays (Monday-Friday), and do not count holidays when calculating your delivery date. However, as this is only an estimated delivery date, we ask that you give delivery of your order at least another week to see if your order arrives. Sometimes shipping delays occur.
MY CREDIT CARD HAS BEEN CHARGED MORE THAN ONCE FOR MY ORDER
If you tried to place an order and experienced an issue/received an error message (wrong CVV code, wrong billing address, etc.) and then attempted to place a separate order, your credit card summary may show multiple “authorizations.”
These are not actual charges and will be refunded back to your account soon, if they haven’t already.
I TRIED TO PLACE AN ORDER AND RECEIVED AN ERROR MESSAGE THAT MY “ZIP CODE DOES NOT MATCH THAT ASSOCIATED WITH MY CREDIT CARD.”
If you try to place an order and receive this error message, or something similar to this, it's typically a result of entering a billing address different from the one associated with your credit card.
Usually, this is because you have recently moved and did not update your address with your credit card company. You must use the exact billing address that your credit card company has on file for you.
Otherwise, your order may not go through. You can use whichever shipping address that you like, but the billing address must be what your credit card company has associated with that particular credit card.
If, however, you know that you are using the billing address that your credit card company has on file for you, then try placing your order through PayPal. This usually does the trick.
I RECEIVED A DISCOUNT CODE, AND THERE IS NO PLACE TO USE IT
If you receive a discount code, you will need to enter it at the end of the checkout process, on the last page where you choose a shipping method.
On the upper right-hand side of the page, you will see a box that says “Gift Card or Discount Code” and next to it is a gray box that says “APPLY.”
Just enter your discount code in the box and don’t forget to click the “APPLY” button after you enter it. If you don’t click the “APPLY” button, you will not receive your discount.
I LIVE IN HAWAII AND MY ORDER IS TAKING UNUSUALLY LONG TO ARRIVE
If you placed an order for delivery to Hawaii and purchased our “Standard” shipping, please be advised that this shipping method is shipped by the USPS, is considered a “Parcel Post,” and may ship by truck or boat. Sometimes, this method can take as long as 30 days for delivery.
The best way around this is to purchase USPS Priority Mail 2-Day Shipping or any of the other shipping methods which are presented at the end of checkout.
ACCORDING TO MY TRACKING LINK, MY ORDER WAS DELIVERED, BY I HAVE NOT RECEIVED ANYTHING
Before contacting our Customer Service Team, we recommend that you first look all over your property as the USPS may have left your package in a safe location, away from the view of the public. Also, please check with your family members and neighbors to see if they have seen your package.
If you live in an apartment complex, your package may have been delivered to either: a “Parcel Locker,” (you should have been given a key by the USPS for this Parcel Locker) or to your Leasing Office or Manager’s Office).
If you do not find your package, we suggest contacting your local Post Office, make sure to give them your tracking number, and explain that according to tracking your order has was delivered, but you have not received anything.
If none of the above help you, please contact our Customer Service Team at support@KANIBI.com for assistance.
DOES DHL OR THE USPS DELIVER MY ORDER?
If you purchased our standard shipping method, your order is picked up from our warehouse by DHL and delivered to the Postal Hub for your address for delivery by the USPS. The tracking number you received will show up on the DHL tracking page OR the USPS tracking page. But the USPS is ultimately responsible for delivering your order.
DO YOU SHIP TO FPO, APO, OR DPO ADDRESSES?
We do ship to FPO, APO, and DPO addresses. However, there is currently a shipping delay when delivering our orders to these addresses. Listed below are the Department of Defense (DoD) transit times for delivering mail to overseas APO / FPO locations (delivery time begins at the date of acceptance). This information was obtained from the USPS website.
DoD MAIL TRANSIT TIMES
*Package Services class of mail applies to mail sent at the surface or Parcel Post® rate. This class receives surface transportation by ship to certain locations.
When providing your address to an APO or FPO, always use the APO or FPO address, without the name of the city and country. This format helps to make sure the item is handled by the military mail system instead of the international mail system. If you placed your order and are charged for International Shipping, you have made a mistake with your address. Below are examples of addresses:
PFC JOHN DOE
123RD ENG 2ND PLT - B CO
APO AE 09398-9998
PFC JOHN DOE
123RD ENG 2ND PLT - B CO
APO AE 09398-9998
I PLACED MY ORDER WITH USPS PRIORITY MAIL 2-DAY SHIPPING, AND IT DID NOT ARRIVE WITHIN TWO DAYS
If you placed an order and chose USPS Priority Mail 2-Day shipping, the USPS does NOT guarantee delivery within 2 business days. Therefore, we cannot guarantee you will receive your order within that timeframe.
Please note: All orders placed on Sunday-Thursday are shipped on the following business day (the 2-day shipping doesn't start until your order is shipped). All orders placed on Friday-Saturday will be shipped on the following Monday morning.
I WANT TO CHANGE THE FLAVOR OF ONE OF THE PRODUCTS IN A STACK, IS THIS POSSIBLE?
Yes, it is possible to modify the flavor of a product in any of our stacks. You will need to contact our Customer Support Team at support@KANIBI.com.
However, you must remember that they will need enough time to make the change to your order. All orders are shipped around 6:00am MST, so please make sure that you send your email between the hours of 1:00pm - 1:00 am PST to ensure that your order has enough time to be updated.
If you have any additional questions related to the shipping, tracking, or delivery of your KANIBI order, please contact our wonderful Customer Support team: