FAQs
Order & Delivery
What shipping methods do you offer?
US
For U.S. orders, we offer complimentary Standard Shipping on U.S. orders valuing $50+.
Orders that do not meet free shipping minimum must cover a $6.99 flat shipping fee.
International
We currently only accept orders located within the US. We plan to expand to international markets in the future.
When will my order be shipped?
Orders are processed and shipped within 1-3 business days after the initial purchase date. Once shipped, orders are typically delivered within 2-5 business days.
You will receive a confirmation email after placing your order, followed by a separate email with tracking information once the order has been shipped.
Can I cancel / edit my order after it has been placed?
We require that all order adjustment or cancellation requests be submitted before the products enter the shipping phase. Orders are typically shipped 1-3 business days after the initial purchase date.
If you are unable to edit or cancel your order before it has been shipped, you can always reach out to us to request a free return label.
My tracking says "Delivered," but I don't see my package. What do I do?
Recently, we have noticed a high frequency of packages arriving later than the stated arrival date when using our complimentary shipping method. In these cases, packages would usually arrive about 3-4 business days after the stated arrival date.
Because of this trend, we recommend allowing an additional 3 business days for the package to arrive before claiming a lost package.
If the package still does not arrive after 3 business days, please reach out to us at info@kizolab.com, and we will file a claim to have your package reshipped as soon as we can.
Returns & Exchanges
Can I return my order for replacement or refund?
We offer free returns on refund and replacement requests made up to 90 days after the initial purchase date.
Any additional questions can be forwarded to: info@kizolab.com.
Do you offer exchanges?
Unfortunately, we do NOT offer direct product exchanges. You will need to return the unwanted product and place a new order.
Account + Subscription
How do I create my account?
To create/access your account, click the "profile" icon located in the top right corner of our site.
On mobile, click the 3 lines at the top left corner of your screen, then "Log-in" to create/access your account.
Do I need an account to place an order?
You can checkout as a guest on all orders, but we recommend creating an account to access shipping status info and all subscription settings.
I can't access my account. What do I do?
If you are unable to access your account, you can reset your password anytime using the "Forgot Password" link at the login page.
Reach out to info@kizolab.com, if you experience any account related issues.
How do I delete my account?
If you would like to delete your account, please reach out to us at info@kizolab.com. Once deleted, we will wipe all saved personal data associated with the account.
How does the subscription program work?
By default, products will be shipped 30 days from the original purchase date. If you would like to edit / skip / or cancel your subscription, you can access these settings in your subscription management portal.
Changes to subscription orders dates, cancellations, or product swaps must be submitted 3 business days before automatic renewal date to take effect.
How do I access my subscription portal?
Subscription management settings can be accessed by logging into your Kizo account and following the "Manage Subscriptions" button above "Account details."
If you used guest checkout, you can access your subscription details using the post-purchase receipt link displayed after completing checkout.
Free Trial Offer
How does the free trial work?
For a limited time, all registered customers are eligible to claim a free travel-size duo when subscribed to reoccurring shipments.
Customers must cover a $6.99 standard shipping fee at checkout in order to claim promotion.
Subscriptions can be cancelled anytime during the 14-day trial period. Promo exclusive to US shipping addresses only.
Do you offer returns / refunds on trial orders?
We do NOT offer returns / refunds on free trial orders. If you experience any issues when using / receiving your trial products, please reach out to us at info@kizolab.com.
Can I swap my subscription product before trial period ends?
Yes, customers are free to swap / add-on any subscription product available on our site during the 14-day trial period.
Swap / add-on / cancel order functions can be accessed by following the "Manage Subscription" button located in the customer portal.
Changes to subscription settings must be submitted 3 business days before automatic renewal date to take effect.