Questions about most customers
Summarized some common issues, and this page will continue to be updated.
Thanks all for your support of Kowkis.
SECTION 1 Product issues
SECTION 2 Logistics issues
SECTION 3 Contact issues
Latest Update (27th Sep, 2025): Added a note about after-sales service requiring an unboxing video.
Product issues
1. Real or fake？
We are genuine, authorized, you don't have to worry about buying fakes, Kowkis never deceives consumers.
2. How to buy pre-sale products and spot products? How to ship together?
We will split the delivery and take the lead in sending you spot products. After we receive the pre -sale products, we will be shipped in order in order to pay in order.
3. When will the pre-sale products be shipped?
The shipping time of pre-sale products depends on the manufacturer's shipping time.
Priority delivery for the pre-sale orders once the set is in stock. We will send out the goods according to the time you place the orders, so pre-sale orders will proceed in priority of the in-stock orders for the same goods.
4. Why has Kowkis' price changed?
Due to fluctuations in international shipping costs and product expenses, our prices are subject to change, which is a normal occurrence.
Our website offers a 7-day price protection service. If there is a price difference within 7 days of your purchase, please feel free to contact our customer service team for a refund of the difference. Please note that price protections are not supported after 7 days.
5. Do you need to pay for shipping?
Shipping is free in most areas, only some remote areas require additional shipping costs. Such as Hawaii, PO, etc.
6. Does Kowkis's products need to pay taxes and fees?
No, in general, the price of Kowkis is already included, and some remote countries may need to pay for additional freight.
In special circumstances, we will adopt special policies for orders from United States. Please click on the link to view. Important Notice: Update on U.S. Order Tariffs
7. You don't want it anymore, can you get a refund？
If you want to cancel the order, please contact our customer service team as soon as possible before shipping to handle it.
Customer Service Email:admin@kowkistoy.com
No unconditional refund is supported after shipment.
International shipments do not support returns. Once a return is initiated, the package will be destroyed and cannot be resent. Therefore, please carefully consider your purchase before placing an order. Thanks for your understanding.
Logistics issues
1. When will the goods be shipped?
2. How to check the logistics?
You can check the logistics directly on this website: https://www.17track.net/en
Or you can also find a customer service consultation.
3. Why don't Kowkis update logistics information for so long?
Logistics information updates are sometimes lagging behind, because they will encounter the problem of the aircraft that have not landed, the customs clearance, and the delivery time are too long.
4. How long can you receive it?
It depends on the destination country, and shipping method.The general shipping time is 7-14 working days, and it may take 10-20 working days in remote areas.
Contact issues
1.How to contact Kowkis?
5. Why didn't Kowkis reply to the message for so long?
As long as you contact us via email, we will definitely reply. lf there is no response at the moment, there may be
two situations.
-Kowkis is in non working hours.
Our working hours are from Monday to Saturday from 8: 30-12: 00 in the morning, 2:00PM - 18:00 PM, and 8
30-12: 00 on Saturday morning(China Standard Time). We haven't replied to you, it may be due to the time
diference. we were sleeping. or during the weekend break. We will reply to you as soon as possible during
normal working hours.
-Excessive accumulation of message
Kowkis processes emails one by one in order. We will reply to you as soon as possible, thanks for your patience and understanding.
Thanks all for your support of Kowkis.
SECTION 1 Product issues
SECTION 2 Logistics issues
SECTION 3 Contact issues
Latest Update (27th Sep, 2025): Added a note about after-sales service requiring an unboxing video.
Product issues
1. Real or fake？
We are genuine, authorized, you don't have to worry about buying fakes, Kowkis never deceives consumers.
2. How to buy pre-sale products and spot products? How to ship together?
We will split the delivery and take the lead in sending you spot products. After we receive the pre -sale products, we will be shipped in order in order to pay in order.
3. When will the pre-sale products be shipped?
The shipping time of pre-sale products depends on the manufacturer's shipping time.
Priority delivery for the pre-sale orders once the set is in stock. We will send out the goods according to the time you place the orders, so pre-sale orders will proceed in priority of the in-stock orders for the same goods.
4. Why has Kowkis' price changed?
Due to fluctuations in international shipping costs and product expenses, our prices are subject to change, which is a normal occurrence.
Our website offers a 7-day price protection service. If there is a price difference within 7 days of your purchase, please feel free to contact our customer service team for a refund of the difference. Please note that price protections are not supported after 7 days.
5. Do you need to pay for shipping?
Shipping is free in most areas, only some remote areas require additional shipping costs. Such as Hawaii, PO, etc.
6. Does Kowkis's products need to pay taxes and fees?
No, in general, the price of Kowkis is already included, and some remote countries may need to pay for additional freight.
In special circumstances, we will adopt special policies for orders from United States. Please click on the link to view. Important Notice: Update on U.S. Order Tariffs
7. You don't want it anymore, can you get a refund？
If you want to cancel the order, please contact our customer service team as soon as possible before shipping to handle it.
Customer Service Email:admin@kowkistoy.com
No unconditional refund is supported after shipment.
International shipments do not support returns. Once a return is initiated, the package will be destroyed and cannot be resent. Therefore, please carefully consider your purchase before placing an order. Thanks for your understanding.
Logistics issues
1. When will the goods be shipped?
Orders for in stock products will be shipped within 3 days.
Orders for pre sale products need to wait for the manufacturer to ship before they can be shipped. Pre sale products generally do not have an accurate shipping date, and the expected shipping time will be written on the product details page. Usually they shipped within one week after they arrived at Kowkis' warehouse.
2. How to check the logistics?
You can check the logistics directly on this website: https://www.17track.net/en
Or you can also find a customer service consultation.
3. Why don't Kowkis update logistics information for so long?
Logistics information updates are sometimes lagging behind, because they will encounter the problem of the aircraft that have not landed, the customs clearance, and the delivery time are too long.
4. How long can you receive it?
It depends on the destination country, and shipping method.The general shipping time is 7-14 working days, and it may take 10-20 working days in remote areas.
Contact issues
1.How to contact Kowkis?
-Mail: admin@kowkistoy.com
-Facebook: https://www.facebook.com/groups/1280026936034193
-Instagram: https://www.instagram.com/kowkistoys/
-Youtube: https://www.youtube.com/@KowkisStore/featured
-Tik Tok: https://www.tiktok.com/@kowkistoy
-Reddit: https://www.reddit.com/r/Kowkisactionfigure/
Or contact us in order messages.
2. What should you do when you need after-sales service?
If you encounter quality issues after receiving your package, including but not limited to missing parts or product damage, please contact our customer service team with your order number, detailed photos, unboxing video and description of the situation you encountered. Our team will respond promptly to assist you.
After-Sales Email:admin@kowkistoy.com
-Explanation on unboxing video
To help you communicate with manufacturers more quickly and effectively about after-sales service, please record an unboxing video when unpacking the Kowkis package, which clearly capture your process of unboxing the action figrue. Thank you for your understanding.
3. Is there any timeliness in after-sales service?
Yes. To avoid issues related to human-caused damage, after-sales services are only available within ten days of receiving the product. Please contact Kowkis in a timely manner for after-sales support.
4. Is after-sales service applicable to all products?
Due to the difficulty of after-sales support for non-Chinese products and the lack of official replacement parts services for non-Chinese brands, we are unable to provide after-sales assistance in this situation. Thank you for your understanding.
3. Is there any timeliness in after-sales service?
Yes. To avoid issues related to human-caused damage, after-sales services are only available within ten days of receiving the product. Please contact Kowkis in a timely manner for after-sales support.
4. Is after-sales service applicable to all products?
Due to the difficulty of after-sales support for non-Chinese products and the lack of official replacement parts services for non-Chinese brands, we are unable to provide after-sales assistance in this situation. Thank you for your understanding.
5. Why didn't Kowkis reply to the message for so long?
As long as you contact us via email, we will definitely reply. lf there is no response at the moment, there may be
two situations.
-Kowkis is in non working hours.
Our working hours are from Monday to Saturday from 8: 30-12: 00 in the morning, 2:00PM - 18:00 PM, and 8
30-12: 00 on Saturday morning(China Standard Time). We haven't replied to you, it may be due to the time
diference. we were sleeping. or during the weekend break. We will reply to you as soon as possible during
normal working hours.
-Excessive accumulation of message
Kowkis processes emails one by one in order. We will reply to you as soon as possible, thanks for your patience and understanding.
