Frequently Asked Questions

Question about availability?

Every animal that Kösen creates is made with great care and attention. Because animals are not mass produced, they are brought here in minimal quantities of each. Therefore, we have found it almost impossible to keep each and every item in stock here in the United States at all times.

If an item is not in stock at the time you order, it may be on order, or even on its way here already, as our shipments arrive on a monthly basis.

If an animal is not in stock at the time of your order, we will notify you immediately and let you know what the estimated time frame is that you can expect it to arrive, whereupon it will immediately ship to you or your recipient. If you do not wish to wait, we will issue an immediate refund.

Shipping Question?

Your item, if it is in current stock, will normally ship within two business days. If there is anything that will cause a delay, you will be notified immediately.

Packages will ship via standard ground shipping.

If you wish to have an item expedited, please contact us in advance at mail@koesen-usa.com, and we can provide you with a quotation. Please include the delivery address, your expected delivery date, as well as whether you wish to receive early morning or standard afternoon service.

International Shipping?

Our shipping quotes include destinations within the continental United States only.

We are happy to ship outside the continental United States, where possible. Please contact us in advance for a shipping quotation. Please note that many countries charge a duty or customs fee upon entry – we have no way of knowing what those fees will be and cannot be responsible for them. Please also note that shipping to other countries can produce unexpected delays in processing and customs.

Returns

We make every effort to correctly depict each animal. Please understand that although patterns and artists conform to consistency, no two animals will ever be alike. Each will have it’s own character. Please understand that colors may vary due to the screen resolution of your monitor, so please ask any questions in advance of purchase.

Each item will be photographed and inspected for defects at the time of shipping.

If you wish to return an item that is not defective, please contact us immediately. The item must be returned in original packaging, with all tags and still in new condition suitable for resale. (Please inspect your item before removing from bag). Upon insured return of item, we will issue a refund within three days, minus original shipping costs as well as a 15% restocking fee.