Frequently Asked Questions

General FAQ’s

What does Kohai sell?

Kohai sells a variety of goods like albums, official merchandise, and more!

Who do I contact if I have questions?

Please email our Customer support department at If you are inquiring about an order you already places, please make sure you include your full name and order number so our team can look up your information.

What are your customer support hours?

Monday to Thursday, 10:00AM-4:00PM PST

When can I expect to hear back regarding my inquiry email?

Inquiry emails are typically processed within 24-48 business hours and may be subject to change based on operation circumstances such as volume, COVID-19, etc.

Do you have 24/7 live chat representatives available?

No, we do not. All order and product related inquires must be sent and processed through our Customer Support team via email at

Order FAQ’s

Where is my confirmation email?

Your confirmation email will be sent to the email address you used to place the order. If it doesn’t appear in your inbox after you’ve waited at least 2-3 business days, your bank may still be processing your transaction. If you still don’t receive a confirmation email after 3 business days, please email, and a team member will be able to assit you.

What should I do if my card has already been charged for the order, but I still haven’t received a confirmation email?

In some cases, if you don’t immediately receive your confirmation email after you make your purchase, it may mean that the transaction is still “pending” with your bank. Processing can typically take up to 2-3 business days.

How can I make changes or adjustments to an existing order?

Unfortunately, after the purchase is made changes may not be made to the order. If the order is still processing, you can cancel the order and repurchase. If contact information, shipping address, or billing address need to be adjusted, please request to cancel your order so that you can place a new order with the correct information and/or items.

How do I cancel my order?

If you wish to cancel an order that has not been fulfilled/shipped, you can request to do so by sending an email to Please include your first and last name, order number, and reason for cancellation.

How do I track my order for updates?

Once your order has been shipped out from the warehouse, you will receive a shipping notification via email with a tracking number. You’ll be able to track your package with the provided number.

What can I do if my items are damaged, defective, or missing?

If you are missing an item from your order, please email within 7 days of when the shipment was marked as delivered by the courier, and a team member will be able to assist you. Please include first and last name, order number, explanation of issue, unboxing video, and preference of resolution (refund, exchange, or replacement of missing items).

Products & Restock

When will you restock?

Once limited-edition collections/items are sold out, we are unable to restock them. Sometimes (not always), we’re able to come across extra inventory or cancellations. The best way to stay updated for an out-of-stock item would be to sign up for restock notifications on the item’s respective product page. You will be alerted via email if/when the item is bank in stock on our site.


What forms of payment do you accept?

Credit Card: Visa, MasterCard, Discover, American Express. Prepaid gift cards from the companies listed above are also acceptable. Express Checkout: Apple Pay, Google Pay

What currency do you accept for payment?

All prices on our website are in USD.

Why was my account still charged when my payment was declined?

If you card was declined at checkout, but you were still charged on your account, the transaction may still be “pending” with your bank. Please wait at least 2 business days, and the pending status should clear. If the charge still exists after this waiting period, please email Customer Support at, and a team member will be able to assist you.


Where does Kohai ship from?

Kohai ships out from Washington State, USA.

Do you ship internationally?

At this time, we only ship to the U.S. excluding U.S. territories. We are unable to ship outside of the US and apologize for the inconvenience.

What are your shipping rates and delivery estimates?

Shipping costs are auto-generated and vary across different states. The final cost depends on the total weight of your order, the size of your package, and shipping location. It will typically be a standard flat rate. Express shipping is not available.

How do I change the shipping address for an existing order?

If you need to make a change to your shipping address for an existing order, whether it is because you moved or made a spelling error while place your order, please email Customer Support at and provide the correct shipping address as soon as possible. Orders that have already been shipped can not be adjusted, please contact USPS for support.

Lost or stolen package

If your package is lost or stolen, we recommend you immediately contact the courier for your order, report the issue, and file for an investigation and/or a lost/stolen package claim.

Returns & Exchanges

What is your return and exchange policy?

Products are final sale and cannot be returned or exchanged after purchase. Purchase can be canceled before it is processed. Refunds will be issued back to the card used during purchase. By placing an order on our website, all customers agree to these terms.

How long does it take for refunds to process?

Refunds are issued 2-5 business days, depending on your bank.