Ordering, Shipping & Returns

If you ever need help with your orders, feel free to drop us an email at [email protected]


What payment modes do you accept?

We accept payment by VISA, Mastercard, American Express

When will my account be charged?

Your account will be charged immediately after your order has been accepted and processed.

I changed my mind! Can I cancel my order?

Unfortunately, we will not be able to cancel your order once payment has been made and the transaction is underway. However, if you do need help, feel free to drop us an email at [email protected]


Where do you ship to?

USA, Singapore, Malaysia, Indonesia, Philippines, Australia, Japan

Note for preorder/selected items: Shipment dates for preorder/selected items may vary. Kindly check the date written on the product page for more information.

Note for international deliveries: All international shipments are registered and trackable. Any import duties and taxes that are charged once the parcel has reached the destination country must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary by country. If you’ve any questions regarding the charges, please contact your local customs. 

Can I track my order?

LOCAL NORMAL MAIL: No tracking number will be provided under this option.

LOCAL COURIER DELIVERY: You will receive an email notification from our courier partner once your order has been processed. A tracking number and status update emails will also be provided by our courier.

INTERNATIONAL SHIPPING: You will receive a tracking number with your shipment notification email.

I have yet to receive my order, what should I do?

FOR SINGAPORE ORDERS: Shipping can sometimes be delayed due to weekends or Public Holidays. If you do not receive your order after 10 business days, please contact us at [email protected] for assistance.

FOR INTERNATIONAL ORDERS: After we have shipped out your order, there might be unforeseen custom checks & delays. If you do not receive your order after 21 business days, please contact us at [email protected] for assistance.


What’s your return/exchange policy?

kailiving will provide an exchange for defective items when notified within two days of when the item/items were received, provided the items are unused, with all original tags attached.

If you have received a defective item, please notify us immediately at [email protected]

Help, I received the wrong product!

If you received a different product from the one you ordered, we’re sorry! Please contact us immediately at [email protected] we’ll make sure you get the correct product you ordered.