FAQs

WHEN WILL MY PACKAGE BE DELIVERED?

You will receive a separate email with tracking number once your order ships. Order processing and delivery is approximately 6-10 business days domestic (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. We do not offer expedited shipping currently. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays, or transfers, from usps/dhl/fedex to domestic/international mail carriers. Customers with non-contiguous US addresses (APO/FPO, Guam, Hawaii) may also take longer to deliver. We are not able to ship to P.O. Boxes at this time.

DO YOU ALLOW REFUNDS/RETURNS?

All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations / returns. KRYLX®️reserves the right to refuse any returns at any time. Before you place your order, please confirm that all your information, including your shipping address, name, phone number, credit card information and color selection is correct; we are not responsible for incorrect address, updating your address, changing the order once an order has been placed. Thank you.

HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?

For customer service inquiries only, please email support@krylx.com. Our Customer Service team is available M-F 10am - 5pm pst. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.

I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?

Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team support@krylx.com if you have not received your confirmation email after 24 hours of your purchase.

CAN I MAKE CHANGES TO MY ORDER ONCE ITS BEEN PLACED?

Due to the extremely limited nature of our products, all sales are final. Orders cannot be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.

I PURCHASED SEVERAL ORDERS, CAN YOU COMBINE MY ORDERS AND SHIP THEM TOGETHER?

Unfortunately, we do not combine shipments. Orders are processed and shipped in the order that they are received. Orders cannot be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.

I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.

Please contact our Customer Service Team support@krylx.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 2 days (48HRS) of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with order packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.

I AM AN INTERNATIONAL CUSTOMER; DO I HAVE TO PAY CUSTOMS AND TAXES?

Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. The countries that require duties, taxes, handling and/or other miscellaneous fees are not included in the cost of your order.

ARE KRYLX®️ PRODUCTS SOLD AT ANY OTHER RETAILERS?

Unfortunately, not at the moment. KRYLX®️ products are sold exclusively here at www.krylx.com.

HOW DO I FIND OUT ABOUT UPCOMING LAUNCHES AND RESTOCKS?

New product and restock information will always be posted our official Instagram account @shopkrylx. Sign up to receive our e-newsletter and text message updates to stay up to date on our new product launches, restock and sales.

IS THERE A LIMIT TO HOW MUCH I CAN BUY?

Due to the exclusivity of our products, some items may have limits placed the maximum quantity that may be purchased in one transaction.

CAN I RESERVE ITEMS BY ADDING THEM TO MY CART?

All products on krylx.com are in stock and available for order (unless otherwise noted). Items cannot be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.

WHY WAS I CHARGED TWICE?

You will only be charged for what you purchased, if you see duplicate charges, please give it a few days and it should fall off and the issue should be rectified automatically. However, if it still remains and you are positive you only placed one order, please send us an email to support@krylx.com with a screenshot of the duplicate charge for further assistance. Please be sure to include full name, order number and email used when ordering if applicable.

I RECEIVED INCORRECT ITEM/S WHAT SHOULD I DO?

Please contact support@krylx.com within 48 hours carrier delivery date, so that we can take care of this for you. Please provide us with your order number, packing slip along with a photo of the incorrect item you received. Customers must provide photos of any product/order issues along with order packing slip (please ensure stamped initials are visible).

MY ITEM IS BEING SENT BACK TO THE FACILITY DUE TO FAILED DELIVERY ATTEMPTS, HOW CAN I RETRIEVE MY PACKAGE?

KRYLX®️ is not responsible for returned packages. If by any reason the shipment is returned, (the shipping address is incorrect, the carrier is unable to locate the recipient, etc.) customers will be charged for re-shipping the package to its proper destination (even if the order originally warranted free or reduced shipping). Once packaged arrives to our facility, a team member will contact you within 48hrs via email to confirm re-shipment address.

I RECEIVED MY PACKAGE BUT IT ARRIVED DAMAGED, WHAT DO IT DO?

In the unlikely event that product/s arrive damaged, the customer must contact customer service within 48 hours of carrier delivery date. Customer must include photos of the issue and a screenshot of your order confirmation email and packing slip if accessible. A member of our team will assist you in filing a claim with the carrier. Do not throw out any damaged items until the carrier has resolved your claim. Please note that KRYLX®️ is not responsible for any damaged and or lost packages that occurred during transit. No refunds or store credit will be offered as all packages include carrier insurance.

MY PACKAGE IS STUCK AND TRACKING SHOWS NO MOVEMENT, WHAT DO I DO?

For domestic orders, package can only be considered lost if there has been no movement for 10 business days from the day it was shipped. Please send an email to support@krylx.com if your shipment shows no movement from the carrier's tracking information. A member of our team will assist you in filing a claim with the carrier. Please note that KRYLX®️ is not responsible for any damaged and or lost packages that occurred during transit. No refunds or store credit will be offered as all packages include carrier insurance.

I PUT THE WRONG ADDRESS ON MY ORDER, PLEASE HELP!

Before you place your order, please confirm that all your information, including your shipping address, name, phone number, credit card information and color selection is correct; we are not responsible for incorrect address, updating your address, changing the order once an order has been placed. If we are unable to verify address during processing, the order will unfortunately be canceled.

DOES KRYLX.COM OFFER GIFT WITH PURCHASE PROMOTIONS?

Occasionally KRYLX.com will apply a gift with purchase to orders. Please note that unless otherwise stated, all free gifts applied to customers' orders are added while supplies last and are not guaranteed. All samples, packets, stickers and other products or merchandise are subject to change and subject to availability.

I PURCHASED A COLOR BUT IM NOT SATISFIED WITH THE OUTCOME. CAN I SUBSTITUTE FOR SOMETHING ELSE OR CAN YOU REFUND MY PURCHASE?

Here at KRYLX®️ we value or customers and their experience however, customer takes full responsibility knowing what they are purchasing. Please note: All colors appear differently on different screens, different lighting, different swatches, and different skin tones. Some colors are more pigmented than others depending on the formula base. We do not offer substitutes or refunds of any kind. We recommend all customers to look up swatches of colors and product reviews on our website or @shopkrylx via Instagram.

I RECEIVED AN EMAIL THAT MY ORDER HAS BEEN REFUNDED. WHAT DOES THAT MEAN?

Occasionally, if we are not able to fulfill your order, you will be notified via email for any item that is currently out of stock. You will be issued a refund for the missing item(s).

Please note: Any order(s) that comes through that has been marked as an “Fraud Alert” by Shopify or PayPal, our system will automatically refund your order. Customers with any previous dispute will be ban from making future purchases

 

Disclaimer:

By purchasing any of our products the customer assumes all responsibility for its use. Please understand that some of our products could be a choking hazard and are not suitable for small children. We are not responsible for any harm or damage that may occur incidental to any product of or related to KRYLX®️. We reserve the right to refuse service.