Please look over our frequently asked questions before contacting us. If these answers do not address your concerns, please fill out the contact us form below or reach out via chat bubble in the right lower-hand corner so that a team member may assist you further.
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Frequently asked questions
Should I create an account?
We always recommend creating an account however, it's not required. When you create an account, you’re able to view/update your contact and shipping information.
You can even view your current and past orders with real time updates on the status of your order. Shipments are also able to be tracked from your customer account portal.
Create your account using the link below:
What are your business hours?
Business hours: eastern standard time
Monday: 10:00 a.m. - 5:00 p.m.
Tuesday: 10:00 a.m. - 5:00 p.m.
Wednesday: 10:00 a.m. - 5:00 p.m.
Thursday: 10:00 a.m. - 5:00 p.m.
Friday: 10:00 a.m. - 5:00 p.m.
Please Note: Orders placed after 5:00 p.m. eastern standard time will begin processing on the following business day. Our fulfillment center is closed on weekends and all major holidays. Orders placed over the weekends will begin processing the following Monday.
When will I receive my order?
Ordering processing takes 3-5 business days. Transit/shipping times are displayed at checkout. These times come into effect after your order has been processed and shipped from our facility.
Why is my order unfulfilled?
Don't panic, friend. This just means your order is being processed and has not been shipped yet. Once your order ships, it will be marked as 'Fulfilled' and you will receive an email confirmation with your tracking number.
Please note: Order processing takes 3-5 business days. These times are and can be extended to 6-10 business days during holidays, launches/restocks, limited edition releases and promotions.
Where is my tracking number?
You will then receive a shipment confirmation email once your order has completed processing and fulfillment. The shipping confirmation email will contain your order tracking number. Please allow 24-48 business hours for this tracking number to become active.
If you have an account, you can view your past and current tracking numbers in customer account portal.
I need to make changes to my order, can my order be edited?
We totally get it! Sometimes you've ordered one-too-many-things, or regret not purchasing a few extra colors. Notify us via chat bubble in the lower right hand corner immediately after placing your order.
Expedite the processing of your adjustment by providing the following information:
1. Order #
2. Products to Add/Remove
Please note: Our order processing system receives order information the same as entered by the customer. Unfortunately, we are unable to adjust your order details after your order undergone processing and fulfillment.
I provided the wrong delivery address! Can I change it?
We will be happy to change the shipping address of your order as long as it has not been fulfilled yet. Notify us via chat bubble in the lower right hand corner immediately after placing your order. Customers must verify the following:
1. Full Name
2. Order #
3. Previous and Updated Shipping Address
We are unable to update the shipping address once the order has shipped.
Can I combine multiple discount codes to an order?
Unfortunately, we are unable to combine multiple discount codes at once.
Can I apply my discount code after I've already placed an order?
Unfortunately, we are unable to apply a discount code once an order has already been placed. Discount codes must be applied prior to submitting your purchase.
Can I cancel my order?
We're sorry to hear you would like to cancel your order. If you placed your order within 24 hours and you would like to cancel it, please contact us using the chat bubble in the lower right hand corner or by filing out the contact form below. Unfortunately, we are unable to cancel any orders after 24 hours.
My tracking says delivered but I didn't receive my order!
Delivery hiccups like this can happen. Please wait for the next business day as some carriers scan packages as “delivered” due to backlogs and delays on their end.
If you have yet to receive your package and have purchased route package protection, please file a claim at claims.route.com.
If you've opted out of route package protection and have yet to receive your order, please file a claim with the shipping carrier .
Please note: KRYLX is NOT responsible or held liable for any shipping issues along the way such as delivery delays, missing, stolen/lost or damaged packages.Customer assumes all risks. There will be no refunds and or store credit/reshipments granted.
Who's responsible for Customs, Duties, and Import Taxes?
Customers are 100% responsible for all Duties, Taxes and/or VAT (Value Added Tax) imposed by their respective countries when shipping internationally. These taxes are NOT included in the International shipping fee unless specified at checkout.
Your order may be subject to import taxes, duties, and/or VAT (Value Added Tax) when it reaches the destination country. All fees imposed are the responsibility of the customer. KRYLX is NOT responsible for these charges. Due to the complexity of international laws and taxes, these taxes are not included in the international shipping fee. We are required by law to disclose the full value of the package contents and cannot alter the value.
If the customer refuses to pay re-shipment fees, as well as any additional duties, fees, customs, or taxes incurred in shipping a partial refund will be processed, deducting the original cost of shipping and a 25% restocking fee.
Which products are able to be shipped internationally?
We offer internationally shipping on all KRYLX products except our ema liquid monomers.
When is your next restock?
We strive to maintain availability on all of your fave items however, we are a growing family owned business with new demands.
The best way to get the latest stock status is to visit the product page of the item you are interested in and select 'notify me when available' to receive real time updates on when your product is back in stock.
Can I purchase the full collection?
Full collections are not available at this time. We are currently adding new shades to our catalog. Sign up for our newsletter for updates on new collection releases!