Return Policy

Return Policy
Our policy lasts 30 days since you received the products. If 30 days have gone by since you received the products, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@kawaiizoo.com.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@kawaiizoo.com and we will give you the return address. We would like to inform you that the cost of shipping is not refunded, and it can reach up to $20 USD to return products to us by shipping economy.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

How to Return/Exchange Guide:

Step 1: Email: info@kawaiizoo.com send us your order # and your problem and we will send you the return label/address

Step 2: Please ship the items back to the address we give you. When the items arrive we will send the new items back to you.

Just please note returning a product may take awhile and cost a lot since we are located in Tokyo, Japan. If you are not happy with your product we will provide you with a one-time discount code for huge savings on any order. This way you don't need to ship back a product.