1. How can I track my order?

Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information. You can also input your tracking or order number here for simplified access to updates.

2. Can I change address information on a current order?

Yes, you can change the shipping address at any point until the order has been shipped. To do so, visit your order confirmation page, find the address editor section, and input your new details.

3. How long will it take for my order to arrive?

After an order is placed, please allow 1-3 days for processing and packaging. Shipping times depend on the option you select at checkout.

4. What payment options do you accept?

We accept a wide range of major debit/credit cards, including Visa, MasterCard, American Express, and Discover cards.

5. Do you offer returns and/or exchanges?

We aren't able to offer returns or exchanges at this time.

6. My tracking page indicates that my order has been delivered but I still haven't received it. Can you help?

Sometimes shipping couriers can make mistakes with delivery. Once we have handed off a package to a courier, it is in their hands and out of our control. We recommend checking around neighboring addresses in the case a package may have gotten delivered to the wrong address or contacting the shipping courier (UPS, USPS, etc) for further assistance.

7. Can I purchase Koi Abyss at any other stores or online shops?

Not at the moment, and any instances of our items being sold elsewhere are replicas/counterfeits, likely much lower quality versions. We are, however, working on finding stockists - both in-person and online stores - so follow along on our Instagram @koiabyss for news and updates!

8. I have another question that I feel requires more personalized assistance. How can I get help?

For more help, please feel free to contact us at hello@koiabyss.com.