Frequently Asked Questions

1.HOW DO I CONTACT KISMILE REGARDING MY ORDER?

Whatever happens to your order, you can contact us by  support@kismile.com It is important to provide us with your email and telephone number, order number or tracking number so we can check the status of your order.

2.WHEN WILL MY ORDER BE SHIPPING OUT?

Once we receive your order, we will process it in the same day and send out on the second day from Monday to Friday. Any orders placed on Saturday's will be sent out together with Sunday’s orders.

3.WHAT SHIPPING METHODS DO YOU OFFER?

We use Fedex, UPS ,USPS, FdsExpress  and freight transportation by truck to ship your orders. Each shipping method will be based according to the size and quantity of the items ordered.

4.WHAT IS THE ESTIMATED DELIVERY TIME?

We aim to ensure that you receive your order as quickly as possible. Once your order submitted successfully, our warehouse processes your order on the same working day. It is then picked, packed, and dispatched. Please note delivery times vary depending on your location and the possible courier screening that the package goes through. Our standard delivery times (3-5  working days) are estimates and may vary due to external factors outside of Antarctic-Star, and our courier’s, control. These factors may include but are not limited to, extreme weather conditions and technical failures.

5.HOW DO I CANCEL MY ORDER?

Please initiate a cancel request from your personal center. If the order has already been shipped out, we would request delivery fee for each package. Please refer to the Return Page for additional information.

6.WHAT IF I DON'T RECEIVE MY ORDER?

Please contact the carrier to see if they have delivered the item to the right address. Meanwhile, we also recommend sending us your phone number so we can put a claim against the carrier to search for your package. Generally, the search result should take one week.

7.WHAT IF I HAVE RECEIVED A DAMAGED ORDER?

Please initiate a return request from your personal center within 3 working days after receiving your package. Note any visible damages (scrapes, dents, etc.) or operationally damage (the system will not work), take digital photographs to prove the damage in detail as this will assist us in processing your order refund quickly.

8.WHEN CAN I EXPECT A REFUND DEBITED TO MY ACCOUNT ONCE I RETURN THE ITEM?

Once you are authorized to return an item back to us, please pay close attention to the return tracking number. Once the item is delivered to our warehouse, we will issue you the refund within 24h.

9.WHAT IS THE WARRANTY OF MY ITEM?

All items come with a guarantee 1 year warranty from the date of purchase. We will cover any cost occurred due to item quality issue.

10.IS THAT POSSIBLE FOR ME TO ORDER REPLACEMENT PARTS FROM YOU?

Normally we don’t sell parts individually. If your order is under one-year warranty, we will send replacement parts to you without any charge providing if we have the parts available. If your order has extended its warranty date, please extend the warranty first to obtain the extended warranty to get the support of us.

11.WHAT IF I CAN’T PAY BY CREDIT CARD?

If you are unable to make the payment by credit card, alternatively we suggest using a bank debt card or Paypal to finish the order.

12.WILL AN INVOICE BE INCLUDED IN MY PACKAGE?

There will be no invoice in your package. If you want to request for an invoice, please contact our customer service for a screenshot of your order details.

If you have any additional questions or concerns about ,please contact us at: support@kismile.com