Shipping Policy

Last updated: August 30, 2026

Thank you for shopping with Kathwool. This policy explains where we ship, how orders are prepared, estimated delivery times, tracking, customs charges, and what to do if a shipment is delayed or arrives damaged.

Where We Ship

Kathwool currently ships to addresses in the United States and Canada. All orders are prepared and dispatched from China.

We do not currently ship to countries or regions outside the United States and Canada. Additional destinations may be added in the future.

Order Processing

• In-stock items are usually processed within 2–4 business days.
• Handmade, made-to-order, personalized, or pre-order items may require additional preparation time. The estimated processing time will be shown on the relevant product page.
• Orders placed on weekends, public holidays, or during major promotional periods begin processing on the next business day.

Processing time is separate from shipping time. You will receive a shipping confirmation email when your order has been dispatched.

Shipping Rates

United States

Standard shipping is $8 USD for orders below $60 USD and free for orders of $60 USD or more.

The free-shipping threshold is calculated after discounts and before taxes.

Canada

Standard shipping to Canada is $12 USD. Canadian orders are not currently eligible for free shipping.

Estimated Delivery Times

• United States: approximately 15–30 business days after dispatch.
• Canada: approximately 15–30 business days after dispatch.

Delivery estimates are not guaranteed. Customs inspections, carrier backlogs, severe weather, holidays, remote delivery locations, or other events outside Kathwool’s reasonable control may extend delivery times.

If an order contains products with different preparation times, the order may be held until all items are ready or shipped in separate packages.

Tracking and Split Shipments

When tracking is available, a tracking link will be sent to the email address used at checkout. Tracking information may take several business days to update after the parcel leaves our facility or is transferred to a local delivery partner.

Orders containing multiple items may be shipped in more than one package. If this happens, you may receive separate tracking numbers and the packages may arrive on different days. You will not be charged additional shipping fees solely because Kathwool divides an order into multiple shipments.

Customs, Duties, and Taxes

Orders are shipped internationally from China. Import duties, customs charges, brokerage fees, or local taxes may apply depending on the destination and the value or contents of the shipment.

Unless a charge is explicitly collected at checkout, any applicable import duty, customs charge, or local tax is the responsibility of the recipient. Kathwool cannot declare an incorrect value or mark a commercial order as a gift.

Customs processing may delay delivery. Kathwool does not control customs decisions or the time required for customs clearance.

Address Changes and Order Cancellations

Please review your name, street address, apartment or unit number, postal code, telephone number, and email address before submitting an order.

If you need to change or cancel an order, contact us as soon as possible at support@kathwool.com and include your order number. We can only change or cancel an order before it has entered processing or been dispatched. We cannot guarantee that a request will be completed in time.

Incorrect Addresses and Undeliverable Packages

Kathwool is not responsible for delivery problems caused by an incomplete or incorrect address supplied by the customer.

If a package is returned because of an incorrect address, refusal, unpaid customs charges, or unsuccessful delivery attempts, we will contact you after the package is returned to us. Any original shipping charge, return shipping cost, customs charge, or additional reshipping cost may be deducted from a refund or charged before the order is sent again.

Delayed or Lost Packages

If tracking has not updated for 10 business days, or if your order has not arrived after the estimated delivery period, contact us at support@kathwool.com with your order number. We will review the tracking information and, when appropriate, open an investigation with the carrier.

Carrier investigations can take time to complete. A replacement or refund for a lost shipment will be considered after the carrier confirms the loss or the available shipping evidence reasonably supports that conclusion.

Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please check the delivery location, household members, neighbors, building reception, parcel lockers, and the local carrier. Contact us within 7 days of the recorded delivery date if the package is still missing so we can help review the shipment.

Damaged, Missing, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, missing, or different from what you ordered, contact support@kathwool.com within 72 hours of delivery.

Include your order number, a description of the issue, photographs of the item, photographs of the external packaging, and the shipping label. Keep the item and all packaging until we have completed our review. After verification, we will provide an appropriate replacement, refund, or other resolution.

Returns and Refunds

Shipping-related claims are handled under this policy. For change-of-mind returns, exchanges, eligibility requirements, and refund timing, please review our Return & Refund Policy.

Contact Us

If you have questions about shipping or an existing order, contact us at support@kathwool.com. Please include your order number when contacting us about a purchase.