What if I received a damaged item?

If you received a defective item please follow these steps:

  1. Kindly notify us immediately by contacting our support team at support@kozuguru.com
  2. Include a photo of the damaged item so we can start an investigation. We will provide the best course of resolution for you.
  3. If deemed as a manufacturer’s defect, we will issue a return label for you
  4. Return the product to us using the return label
  5. Once we receive the item back, we will evaluate whether the defect is indeed manufacturer-related
  6. If so, we will send a replacement or process a refund for you.

All returns and exchanges will be subjected to our Terms of Service and Refund Policy.


Where can I track my order?

If you have created an account with us, you will be able to see all your orders under My Account. The tracking number will be sent to your email once we shipped your order.


No one is responding to my email.

Kindly check your Spam folder as it sometimes gets caught in Spam filter.

How are the order notifications sent?

We have the customer shipping plan email sent when a customer places an order with us.

Every 15th, if an order contains a backorder or pre-order item, there is a monthly update email sent.

Every Monday and Wednesay, we send a split shipping email for all the orders that contain preorder/ backorder items.

Once the order is shipped, we send a shipping confirmation email that contains a tracking number.


Why is my order cancelled?

Sometimes, our supplier was not able to meet our ordered quantity and timeline so we will not be able to fulfill orders and needed to cancel, unfortunately.


I still don't receive my refund.

It usually takes 3-5 business days before it appears back on your account. Otherwise, kindly contact our support team so we can check this further for you.


Will I be charged right away for a pre-order item?

Yes, once you check out, you will be charged for the item/s that you have purchased.


I have multiple items on my order, when can I receive it?

Your order will be shipped as soon as we have all the pieces in place in one shipment. We could also assist in assembling additional early shipments out to you with an additional postage fee.


When can I get my order if it is a Pre-order item?

When you placed an order, we will send an email confirmation to the email address associated with your account.

Once your order is ready for shipping, we will send you an email verifying your correct shipping details.

You will receive a notification with the tracking number as soon as your order has been shipped.