Frequently Asked Questions

Thanks for stopping by! Take a look at the most common questions from your fellow customers. In case you are still not sure or have additional questions, we’ll gladly answer them via email (kate@kateopia.com) or phone (+1 443 637 4324) at any time!

How long will my order take?

Most orders will be processed within 3-5 business days of your purchase. After it's shipped out, average delivery times are 2-4 weeks, depending on your location. There may be some delays when there is a sudden, large influx of orders.

If it's an international order, most packages arrive within 3-5 weeks, though it can take up to six based upon how your country handles those packages. Unfortunately, there's nothing we can do on our end to expedite that process.

Why hasn't my order shipped out in the standard time?

There may be some delays when there is a sudden, large influx of orders. Also, be sure to double-check the product description -- was your purchase for a pre-order or an out-of-stock item? Some of our best sellers run out faster than our suppliers capacity, so this can add a few days to your order's processing time.

Why hasn't my tracking information updated?

Some shipping providers don't offer real-time tracking information -- they might delay updating the tracking locations by several days. Rest assured, your package is still on its way to you and probably further along than it looks.

Where is Kateopia located?

We’re located in the United States of America! Our shipping facilities are located in different countries based on the manufacturer location.

If a product is sold out, will it ever be restocked?

If an item sells out, it will usually be restocked within 2-3 weeks. If you would like to purchase a sold out item, the best thing you can do is to drop us a message and we will email you when the product is available.

I placed an order but it said my address was 'unconfirmed'. Is this a problem/how can I fix it?

There's no need to worry. Whether or not an address is confirmed is a PayPal feature that won't in any way affect your order with us. We will contact you if any data is missing.

 

I just placed an order, but I accidentally put in the wrong shipping address! What should I do?

Sometimes, an order will be packaged minutes after it has been placed. If you gave us an incorrect shipping address it’s very important that you send us an e-mail as quickly as possible with the incorrect shipping address and the shipping address that you would like it changed to. There’s no guarantee that we’ll be able to switch out the address before the package leaves our hands, but we’ll try our best.

Do you ship worldwide for FREE?

Yes, we do.

The customs information says that my international order is stuck at a sorting facility! What does that mean?

Customs information for international orders is not quite the same as tracking information. Customs information is only updated when it is relevant to the customs process. Even if it appears that your order is “stuck” in a sorting facility, there’s no need to worry – your order is likely much further along than it appears.

When my international order arrived, I was charged a small fee! Why is that?

Our free worldwide shipping only covers shipping the product to you. Some countries charge an import tax upon any purchase you make that comes in from a different country. Because we cannot keep up with the tax laws of every country in the world, we expect you to know the laws of your country better than we do. We are not responsible for any such taxes and fees that you may be subjected to.