Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Last Updated: May 18, 2026
We've answered our most common customer questions below to make your experience with Koltee as smooth as possible. If you can't find what you're looking for, feel free to reach out to us directly.
1. How long does delivery take?
For our U.S. customers, the total delivery time is 6–11 business days. This consists of:
- Handling Time: 1–3 business days (processing your order).
- Transit Time: 5–8 business days (shipping from our warehouse to your door).
2. Do you offer free shipping?
Yes! We offer Free Standard Shipping on all orders across the United States. There are no hidden shipping costs at checkout.
3. Can I cancel my order?
Orders can be cancelled within 12 hours of placement. After this window, your order may already be in the processing phase. To request a cancellation, please email us right away at support@koltee.shop
4. What if my item arrives damaged or incorrect?
We take great care in packaging, but if your item arrives damaged or you receive the wrong product, we'll make it right. Please contact us within 7 days of delivery with photos of the product and packaging. We'll arrange a replacement or a full refund at no cost to you.
5. What is your return policy?
If you change your mind, you can return eligible items within 30 days of delivery. Items must be unused and in their original packaging. For "change of mind" returns, the customer is responsible for the return shipping costs. We do not charge any restocking fees ($0.00 USD).
6. How can I contact customer service?
The best way to reach us is by email at support@koltee.shop Our team is available Monday – Friday, 9:00 AM – 6:00 PM (EST). We aim to respond to all personal inquiries within 1-2 business days.
Contact us
Business Address: 353 Lexington Ave, New York, NY 10016, United States
Phone: +1 (315) 202-9675
Customer Service Email: support@koltee.shop
Customer Service Hours: Monday - Friday, 9:00 AM to 6:00 PM EST
Response Time: We aim to respond to all inquiries within 1-2 business days.