Koastal FAQ

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

Koastal is proud to accept Visa, MasterCard, American Express and Discover. We also accept PayPal. We do not accept cash, cheques or cash-on-delivery (C.O.D.).

CAN I MAKE A CHANGE TO AN EXISTING ORDER?

Yes. You may make changes to your order up until your order has begun being processed. Please contact us by phone or email with the order modifications you would like. Please note that not all changes can be guaranteed as the order may be too far into the shipping process. Ensuring that your order is correct in the Review & Buy section of the site is always the best policy to save any disappointment at a later date. If your modification cannot be made, please remember that our returns policy is friendly and flexible, so most changes can be made after the order is received.

HOW CAN I TRACK THE STATUS OF MY ORDER?

When your order ships from our fulfillment center, you will receive an email confirmation with your shipment tracking number and a link to the shipping company website .If you have any issues with this, please contact our Customer Service Department and we can assist you.

WHY IS MY TRACKING INFORMATION NOT APPEARING?

Even though your package has shipped, it may take up to 48 hours for tracking information to appear on a carrier’s website. This is due to the timing of updates made by the carrier’s tracking system. Please refer to the estimated delivery dates that appear on your order confirmation email. If the estimated delivery dates have passed and the carrier’s tracking information hasn't changed, our customer service team is happy to help. Email info@? or call ? from 9:00 AM to 4:00 PM PT, Monday through Friday.

WHERE'S MY CONFIRMATION EMAIL?

If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from info@? Please contact us by live chat or email with your full name and order number and we will confirm your order.

HOW DO I CANCEL MY ORDER?

You may cancel your order up until your order has begun being processed. Please contact our Customer Service Department by live chat or email. We will send an email confirming the order cancellation.

CAN I ORDER BY PHONE, EMAIL OR FAX?

To protect your security, we do not accept orders via phone. To place an order please use the shopping cart on our website - our friendly staff will be happy to help you out using the live chat feature.

THINKING OF REMOVING ITEMS FROM YOUR CART?

You may instead want to consider saving the items to your wish list for a future purchase. Items that you move to your wish list can later be moved back to your shopping cart, or you can send copies of your wish list to others in hopes of making your wishes come true. Please note, items added to your wish list do not ensure later availability. (You must login to use the wish list feature). You may always login by clicking "Sign In" on the menu bar at the top of any page.

HOW DO I USE A PROMOTIONAL CODE?

To use the promotional code you have to enter it into the checkout of your order. After you have finished shopping, click on the cart and continue to checkout. On the right side there is a place to enter your Promo Code. The discount will then be applied to your order and can be finished as usual. Please note: Promotional codes can only be used once and cannot be combined with any other discount or promotion.

CAN I PURCHASE A GIFT CARD ONLINE?

Yes you may. Just click on Gift Card select the amount you wish to purchase and checkout. 

HOW WILL MY ORDER BE SHIPPED?

We understand the need to get your order to you as quickly and safely as possible. With our network of couriers and postal services, we can offer the best option for you dependent on size, weight and speed of delivery. In the United States our main carriers are United States Postal Service (USPS) and USPS is primarily used for international orders as well.

WHAT HAPPENS IF MY ITEMS GET LOST IN THE MAIL?

The first thing to do is contact the carrier your order was sent with and quote your tracking number that was sent to you in your confirmation email. If your items are unable to be located by the carrier, we will lodge an inquiry from our end. For further information, please contact info@?

WHAT HAPPENS IF I RECEIVE AN INCORRECT ITEM?

If you receive an incorrect item in your order, please contact our Customer Service Department right away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.

DO YOU SHIP INTERNATIONALLY?

Yes Koastal primarily uses USPS for international orders. Other carries are available to select from during checkout.