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\nEvery Koishine keepsake is made for one order and one person, so shipping starts a little later than it would for an item taken from a shelf. This page sets out how long making and delivery take, where we send parcels, what shipping costs, how tracking works and what we do when a parcel is late, lost or damaged. It covers every order placed on koishine.com. If something here does not answer your question, write to support@koishine.com and a person will reply within 1 business day.
\nPersonalised pieces are not prepared in advance. After your payment is confirmed, your order joins our production queue and is made within 1–3 business days. Making includes printing your photo onto acrylic or engraving your words into wood, trimming and polishing the edges, removing protective film, checking the finished piece against your order and packing it. Business days are Monday to Friday; weekends and US public holidays are not counted.
\nThe first 24 hours after you order are kept free for corrections. If you notice a misspelled name or the wrong date during that time, email us and we will change it before anything is printed. The details are on our Cancel or Change an Order page.
\nIn the weeks before Christmas, Mother’s Day and other busy dates, the queue grows. We still aim for 1–3 business days and will tell you by email if your order needs longer, before the estimate has passed rather than after.
\nWhen we pause an order for any of these reasons, the 1–3 business days start again from the moment we have what we need.
\nWe currently deliver to four countries, and shipping is free to all of them. There is no order minimum and no code to enter: the free method appears at checkout on its own once you enter an address in one of these countries. Orders ship from the USA.
\n| Destination | \nMethod at checkout | \nCost | \nMaking time | \nTransit time | \nTotal estimate | \n
|---|---|---|---|---|---|
| United States | \nFree shipping | \n$0.00 | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
| Canada | \nFree shipping | \n$0.00 | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
| Australia | \nFree shipping | \n$0.00 | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
| New Zealand | \nFree shipping | \n$0.00 | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
The estimates are carrier estimates, not promised dates. Remote and rural areas sometimes take a few days longer. If your address is outside these four countries, checkout will not show a shipping method and the order cannot be completed; write to us and we will tell you honestly whether that may change.
\nIf a keepsake needs to arrive for a funeral, a memorial service, a birthday or a holiday, count 17 business days back from that date and order before then. For Australia and New Zealand, the gap between ordering and receiving can feel long during December, so please allow the full estimate. If your date is close, email us before ordering. We will tell you plainly whether the estimate fits, and we would rather say no than disappoint you on a day that matters.
\nAcrylic and wood both scratch if they rub against each other, so each piece is wrapped separately. Frames travel between foam sheets with corner protection, ornaments in a small rigid box, and larger wall pieces flat between stiff boards. Prices are never printed on the packing slip, which makes it safe to send a gift straight to the person receiving it.
\nWhen your parcel leaves us, we email a tracking number and a link to the carrier’s tracking page. The first scan can take 24 to 48 hours to appear, and international parcels often show few updates while they cross borders. That quiet stretch is normal. You can also look up an order on our Order Tracking page with your order number and the email address used at checkout.
\nIf no shipping email has arrived within 4 business days of ordering, check your spam or promotions folder first, then write to us and we will resend it.
\nPlease check the recipient’s name, street, apartment or unit number and postal code before you pay. A wrong address can be corrected free of charge until the parcel is handed to the carrier; email us as soon as you notice. After that, we ask the carrier to redirect the parcel, but the carrier decides whether this is possible.
\nIf a parcel comes back to us because the address was incomplete or incorrect, we reship it at no charge as soon as you confirm the right address. We deliver to residential and business addresses in the four countries above. Military, P.O. box and parcel-locker addresses are accepted only when checkout accepts them for your country; if it does not, please use a street address.
\nEnter the recipient’s address as the shipping address and your own details as the billing address. Tracking emails go to you, so you can follow the parcel without spoiling anything. If you would like a short note included, write it in the order notes at checkout; we print it on a plain card without prices.
\nItems in one order usually travel together. Occasionally we send them in separate parcels so that a finished piece is not held back while another is still being made. A split shipment never costs you anything extra, and each parcel gets its own tracking number.
\nIf tracking has not changed for 7 business days, or the parcel has not arrived 7 business days after the end of the delivery estimate, email us with your order number. We open an investigation with the carrier on your behalf. If the carrier confirms the parcel is lost, or the investigation has no answer within 5 business days, we remake and resend your keepsake or refund you in full, whichever you prefer. A refund reaches your original payment method within 7 calendar days of approval, as described in our Refund Policy.
\nWhen tracking says delivered but nothing has arrived, please look around the entrance, ask neighbours or building reception, and check with your local post office. If it still cannot be found, contact us within 60 days of the delivery date and we will work through it with you.
\nAcrylic can crack and corners can chip if a parcel is dropped hard. If anything arrives damaged, keep the box and take photos of the outer packaging, the shipping label and the damaged piece. Send them to support@koishine.com within 60 days of delivery. We remake the piece and send it again at no cost, or refund you in full. In most cases you do not need to send the broken item back. Our Returns & Exchanges Policy explains the full process.
\nFor a memorial piece, we understand that a damaged parcel arriving in a difficult week is upsetting. Tell us the date it is needed and we will move the replacement to the front of the queue.
\nAll prices are in US dollars. The total shown at checkout is what you pay Koishine; we do not add a separate tax line at checkout. Parcels delivered to Canada, Australia and New Zealand cross a border, and the destination country may charge import duties, taxes or handling fees. Those charges are set by the destination country, are not included in our prices or shipping, and are the recipient’s responsibility. Most single keepsakes are low in value, but rules differ by country, so check your local customs guidance if you are unsure.
\nIf a parcel is refused because of these charges and returns to us, we refund the item price once it arrives back with us.
\nIt can help to see the steps in order, with the emails you receive along the way. The example below follows a photo ornament ordered on a Monday morning for delivery in Canada.
\n| Step | \nWhat happens | \nWhat you receive | \nTypical timing | \n
|---|---|---|---|
| Order placed | \nPayment is confirmed and your personalisation is saved exactly as typed. | \nOrder confirmation email with your order number | \nMonday | \n
| Correction window | \nYour order waits so that you can still change a name, date or photo. | \nNothing unless you write to us | \nFirst 24 hours | \n
| Making | \nWe print or engrave, trim, polish, check and pack the piece. | \nAn email only if we need a better photo or a missing detail | \n1–3 business days | \n
| Handed to the carrier | \nThe parcel is labelled and collected. | \nShipping email with the tracking number | \nUsually by Thursday | \n
| In transit | \nThe parcel travels from the USA and clears the border. | \nCarrier tracking updates | \n7–14 business days | \n
| Delivered | \nThe carrier marks the parcel delivered. | \nDelivery update from the carrier | \n8–17 business days after ordering | \n
If any step takes noticeably longer than shown, you do not need to wait in silence. Write to us with your order number and we will tell you exactly where your keepsake is.
\nCarriers slow down around the end-of-year holidays and during severe weather, and parcels to Australia and New Zealand often wait longer at customs in December. We cannot speed up a carrier once a parcel is in its hands, but we can check its status for you and, if it goes missing, follow the late-parcel steps above.
\nEmail support@koishine.com or open a support ticket and include your order number. You can also browse the Help Center and our frequently asked questions. We reply within 1 business day, Monday to Friday.
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