Shipping Policy.
1. Where We Ship
We currently ship to all 50 U.S. states and Washington, D.C. We do not ship to P.O. boxes, APO/FPO addresses, or U.S. territories at this time.
International shipping is not currently available. Sign up for our email list to be notified when we expand shipping.
Attorney review note: When you add international shipping, update this section with supported countries, customs/duties language, and estimated international delivery times.
2. Shipping Rates
We offer the following shipping options for domestic U.S. orders:
Standard Shipping
Orders under $75: Flat rate of $5.99
Orders of $75 or more: Free standard shipping
Shipping charges are calculated and displayed at checkout before you complete your purchase.
Attorney review note: If you add expedited shipping options (2-day, overnight), list them here with rates.
3. Processing Time
Orders are processed within 1–2 business days from the time the order is placed. Business days are Monday through Friday, excluding federal holidays.
During product launches, promotions, or high-volume periods, processing times may extend to 3–4 business days. We’ll communicate any known delays on the Site or via email.
4. Estimated Delivery Times
Once your order has shipped, estimated delivery times are:
Standard Shipping: 3–7 business days, depending on your location
These are estimates, not guarantees. Actual delivery times may vary due to carrier delays, weather, or other factors outside our control. Delivery times are measured from the ship date, not the order date.
5. Order Tracking
You’ll receive a shipping confirmation email with a tracking number once your order ships. You can use this tracking number on the carrier’s website to monitor your delivery status.
If you haven’t received a shipping confirmation within 3 business days of placing your order, check your spam folder first, then contact us at hello@kuai.energy.
6. Shipping Issues
Lost or Missing Packages
If your tracking shows “delivered” but you haven’t received your package, please wait 24–48 hours (carriers sometimes mark packages as delivered before they arrive). Check with neighbors and your local post office. If the package still hasn’t arrived, contact us and we’ll work with the carrier to resolve it.
Damaged Packages
If your order arrives damaged, take a photo of the packaging and product, then email us at hello@kuai.energy with your order number and photos. We’ll send a replacement or issue a refund — no need to return the damaged product.
Incorrect Address
Please double-check your shipping address before completing your order. We are not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error after placing your order, email us immediately and we’ll do our best to update it before shipment. Once an order has shipped, address changes are not possible.
7. Carrier Information
We primarily ship via USPS. Depending on order size, location, and carrier availability, we may also use UPS or FedEx. The carrier is determined at the time of shipment and is displayed in your tracking confirmation.
Attorney review note: Update this section as your fulfillment setup evolves. If you switch to a 3PL, you may need to adjust carrier and processing time details.
8. Contact Us
For shipping questions or order status inquiries:
Email: hello@kuai.energy
Subject line: Shipping Question — [Your Order Number]
We aim to respond within 2 business days.