Frequently Asked Questions

Do you charge sales tax?

Kosmify is collecting sales tax only in NY State. An estimated sales tax will appear in your cart, your actual sales tax will be in your order confirmation email as well as on your packing slip that will be included in your shipment.

How do I know my credit card information is protected on your site?

At Kosmify we take your security seriously and go above and beyond to protect your information. Your credit card information is transmitted to us through a highly secure SSL connection, which cannot be intercepted. Once in our system your credit card information is encrypted, meaning no one has access to that information at any time. We are under a strict quarterly security audit and purge all credit card information after 60 days.
We accept Paypal and all major credit cards (American express, VISA, MasterCard & Discover).

If I save my credit card information in my account is it safe?

Your auto-checkout credit card information is encrypted and protected by a password for your security. To ensure your information is never stolen, your password decryption only shows a portion of your credit card information meaning that if your password is stolen your information is still safe in our system.

Where is my order?

You may check the status of your order instantly with Kosmify's convenient Order Status Page.

When will my backordered item ship?

To see if your backorder has shipped, please check Kosmify's Order Status Page. If it has not yet shipped, you may contact Kosmify Customer Service via email info@kosmify.com

How can I track my order?

We provide tracking information in your shipment confirmation email that is sent out once your item has been shipped. You can also view this information online in your account under "Track an Order".

How do I change an item in my order?

Please contact orders@kosmify.com with your order number and request.

How will I know when my order has been shipped?

Kosmify will email a Shipment Confirmation that details your order and shipment date.

How long will it take for my order to arrive once it's shipped?

Delivery time will depend upon the shipping method, please see our shipping information page for more information. With all shipping methods, your tracking is available via your account online or by calling customer service.

If I have items on backorder can I change the order?

Yes, if your order has not shipped, you may make changes to your backorder by contacting Kosmify Customer Service via email at orders@kosmify.com

What does "Sold Out" mean?

Sold Out means Kosmify does not currently have inventory for the item. In most cases, the item has been ordered and is on its way to our warehouse. The estimated time of arrival is often dependent on the manufacturer.

At which point do you charge my credit card for my order?

Kosmify charges your credit card at the time you place your order.

How can I cancel my order?

If your order has not yet shipped, you may cancel your order by contacting orders@kosmify.com with your order number.

Some of the items in my order are out of stock. Can I have the available items shipped now and the backordered items shipped later?

Yes, Kosmify will ship the in stock items immediately and the backordered items will ship as soon as they are available.

What if I gave the wrong shipping address or I'm not going to be where my automatic refill is normally shipped?

Kosmify offers an address change or shipment interception service for packages shipped via UPS Ground and UPS 2 Day. This service is $15 and is offered within 2 hours of placing your order. To update your shipping address please contact orders@kosmify.com

How do I redeem my store credit?

On our checkout page, under "Payment Information" select "Gift Card" instead of "Credit Card" in the payment toggle. Enter your gift card number and pin and select check out. If there is a balance due you will be asked to enter your credit card information as well.

Does Kosmify ship International?

As of March 1, 2017 Kosmify no longer ships products internationally. In addition we do not ship to freight forwarding addresses. We apologize for any inconvenience.

Returns

How do I receive authorization for a return?

To receive authorization for a return contact Kosmify Customer Service  returns@kosmify.com

I used PayPal to make my purchase, and have since returned/canceled an item, why haven't I been refunded?

At Kosmify all refunds are issued within 48 hours of product being received back to our warehouse. If you haven't received your refund back from PayPal it may be because you used a credit card to make your payment. PayPal states on their site that it can take up to 30 days for the refund to appear on your statement. Please be patient, if you have additional questions feel free to contact the PayPal help department online at https://www.paypal.com/selfhelp/home.

What is your return policy?

For Kosmify's return policy, please see our convenient return policy page.

I didn't receive a full refund on my return. Why?

At Kosmify we work hard to get you your money fast, however in order to get returns processed quickly we do charge fees for packages that slow us down. There is a $15 service charge for refused packages. Also, shipping is non-refundable. Please see our shipping information page for more details.

If I place an order with multiple payment types how will I be refunded?

If a gift card or store credit was used for a purchase with a credit card, and an item is returned, the amount paid with store credit or a gift card will be refunded first. If there is an additional balance due, it will be returned to the secondary form of payment.

Are gift card purchases refundable?

All gift card purchases are final. Gift cards cannot be returned or exchanged. Non-refundable if lost or stolen.

I previously ordered a product from Kosmify, but can no longer find that product on your website. What happened?

If you cannot locate a previously ordered item, it may have been discontinued, repackaged, renamed, or replaced. Please contact Kosmify Customer Service via email at info@kosmify.com for further information.

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