Q1: Has my order shipped yet?
Orders generally ship within 24 hours. (Excluding weekends and holidays) Once an order ships, we'll send you a shipping confirmation email with the tracking number and link.
If you haven't received it, here are a few things to check:
- Check your spam/junk folder in case the email got filtered.
- Double check the email address you provided when placing the order - we've had issues in the past with incorrect email addresses. If you realize you gave us the wrong one, just email us to update it.
- Verify your delivery address - issues like a mismatched zip code, missing apt/unit number, etc. can cause delays as we work to correct the address.
If none of those apply, feel free to email us and include your order number so we can look into it.
Q2: Why are orders to Korea, Turkey, and Chile taking longer to ship?
-Korea
Korea now requires strict verification of the personal customs clearance code:Starting July 11, 2024, Cainiao will verify the accuracy of the customs clearance code for all orders to Korea (the code must be valid and match the recipient's registered name and phone number). Orders that fail this verification will not be able to be placed.When placing your order, please double check this information. We usually send a "shipping info confirmation" email on the same day - please review that.
-Turkey
To avoid extra customs procedures and fees, please provide your ID number (personal tax ID) when placing your order.
-Chile
Chile does not have an RUT (personal tax ID), so logistics providers are rejecting our orders there. We cannot ship to Chile without an RUT, so please provide this when placing your order.
Q3: Why is my order showing as "Returned to Sender"?
This can be divided into two cases:
- If the package is showing return to sender within your country, check the logistics info. If it failed delivery due to an incorrect address, we won't reship or refund. See the Return Policy for more.
- If it's showing return to sender in the origin country, check your email for any logistics update emails about the package.
Typically, if a package is returned by the logistics provider due to prohibited items, we'll reship the same day we get the return notice and update the tracking. So check your email if you see a return, and contact us if you don't see an update.
Q4: Why don't you ship to Hawaii anymore?
Our logistics partners have had a very difficult time reliably shipping balisongs to Hawaii. Past Hawaii orders often required 3+ shipping attempts before successful delivery, and some were ultimately undeliverable, so we've had to close the Hawaii market.
Q5: Can you ship to Canada/UK/Germany/Australia?
Yes, we do ship to Canada, the UK, Germany, and Australia. For information on our customs clearance rates, please check our Customs Issues Page.If your package is unfortunately held up by customs, even after you've actively cooperated with the clearance process, we will provide a refund or reship the order. (So far, all reshipments have been successful.)
Q6: My order is missing xxx.
On the day you receive the package, please check the contents - if anything is missing, let us know right away and we'll reship it. After 7 days, we won't be able to do a reshipment.
