Shipping & Returns

Shipping

Where we ship: US addresses only at launch: the contiguous US, Alaska and Hawaii. We don't ship to US territories or APO/FPO/DPO addresses at this time, and we can't guarantee delivery to PO boxes.
Who ships it: each order is printed with our label and shipped by our fulfillment partner.
Shipping time: orders ship within 3 to 7 business days (Monday to Friday, excluding holidays). Carrier transit time is in addition to this.
Delivery estimate: about 5 to 12 business days from order to delivery in the contiguous US (shipping time plus carrier transit). Alaska and Hawaii may take longer. This is an estimate, not a guarantee. Expedited shipping isn't offered at this time.
Contiguous US: $6.95 flat rate on orders under $50, shipped with tracking by a carrier our fulfillment partner chooses.
Free standard shipping on contiguous-US orders of $50 or more (after discounts, before taxes). Not available for Alaska and Hawaii.
Alaska and Hawaii: $12.95 flat rate on every order.
Tracking: you'll get a tracking link by email as soon as your order ships.

If we can't ship on time

If we can't ship your order within the time stated, we'll email you before that time passes with a new ship date and the choice to accept the delay or cancel for a full refund. If the new date is more than 30 days later, or we can't give one, your order will be cancelled and refunded unless you tell us you're happy to wait (if you agree to an open-ended delay, you can still cancel at any time before it ships). Refunds go back to your card, usually within one billing cycle.

One order, one shipping charge

Your order normally ships together in one package from our fulfillment partner. If it ever has to ship in more than one package, each gets its own tracking, and you still pay shipping only once.

Heat and cold

Creams, masks and oils can thicken in the cold and thin out in the heat. That's normal. Let them come back to room temperature before use.

Lost or damaged package?

Email hello@kimbelo.com within 14 days of the delivery date with your order number (and a photo, for damage), and we'll make it right. If your package hasn't arrived, contact us within 30 days of your order. If the carrier confirms a package is lost in transit, or tracking hasn't updated for 10 business days, we'll send a replacement or a full refund, your choice.

Returns and refunds

Unopened products: return within 30 days of delivery for a refund to your original payment method. For an item you no longer want, the original shipping charge isn't refunded, and if we ask you to send it back, you pay return shipping. If returning part of an order brings it under $50, we won't deduct the free shipping. Items bought at a discount are refunded at the price you paid.
Opened products: for hygiene reasons we can't resell opened products. If an opened product arrived damaged or defective, or isn't what the product page described, contact us within 30 days of delivery and we'll replace it or refund it.
Damaged or wrong item: contact us within 14 days of delivery with a photo, and we'll replace or refund it at no cost to you. If a product turns out to be defective once you start using it, contact us within 30 days of delivery.
Had a reaction? Stop use and contact us. We'll refund the affected product. You don't need to send it back. Please keep the container (and lot number) in case we need to follow up.
How to start a return: email hello@kimbelo.com with your order number. For unopened items, we usually refund you without asking you to send the item back. If we do need it back, we'll send you a US return address and instructions. Please email us before sending anything back, so we can process your return quickly.
Refund timing: refunds are issued to your original payment method within 5 business days after we receive and inspect your return (or approve a refund that doesn't need a return). Your bank may take a few extra days to post it.