Customer Service
Have a question or comment? Don't be shy: Reach out and say hi!
Support hours: Monday-Friday, 9am-6pm (PST)
I didn't receive any reward points.
I didn't receive any reward points.
If you don't receive any reward points within day after your package is 'Delivered' (It appears at My Account > Track Orders), contact us. We will promptly assist you.
Can I view my order history after I close my account?
Can I view my order history after I close my account?
You may not view your order history once your account is closed.
How do I close my account?
How do I close my account?
We're sorry to see you go.
In order to have your information removed, please follow these steps:
1. Start by making sure to check your remaining Reward Points & Coupons.
- Once you close your account, they will be no longer available, and cannot be restored.
2. See if there are any e-commerce transactions (Payment / Delivery / Exchange / Returns) in progress.
- They may not be completed if the account is closed. And you may no longer view your order history.
3. Go to:
[PC] My Account > My Profile > Deactivate Account >Confirm Password > DEACTIVATE ACCOUNT
[Mobile] My Account > Deactivate Account > Confirm Password > DEACTIVATE ACCOUNT
▶ Once you hit the [DEACTIVATE ACCOUNT] button, all of your information and reward points will be deleted from our database, and the membership service will be terminated immediately.
How do I unsubscribe from unwanted emails?
How do I unsubscribe from unwanted emails?
1. Go to:
[PC] My Account > My profile > Account Information > Confirm Password
[Mobile] MY > My Account > Account Information > Confirm Password
2. If you do not agree to receive further offers on new products and saving coupons, please clear the checkbox next to [Accept] or [Email], [Mobile APP Push], depending on your preferences.
□ Accept
□ Email □ Mobile APP Push
[NOTICE]
- You will no longer receive any exclusive event invitations and discount offers from us.
- You will still receive important auto-reply messages including notifications on out-of-stock items, order/delivery confirmation emails, and so on.
- Please contact our CS Center if you need help.
When do my reward points expire?
When do my reward points expire?
Reward points expire in 2 years from the date of issue.
Where can I see my accumulated reward points?
Where can I see my accumulated reward points?
[PC Web]
You may view your reward points and details at the top of your My Account page or by going to My Account > My Shopping > Reward Points.
[Mobile Web & Application]
Open the left-hand menu (三) and go to My Account to view your reward points. Click on the points to see the details.
You may also view your valid reward points at the checkout page.
How can I change my password?
How can I change my password?
[PC Web]
You can change your password by going to My Account > My Profile > Edit My Profile.
[Mobile Web & Application]
You can change your password by going to My Account > Edit My Profile
Where can I change my information?
Where can I change my information?
■ Where you can change your Password, Email address, Name, Age Group, Language Preference, Birthday, and
subscribe/unsubscribe from our marketing emails:
- Please sign in and go to:
[PC] My Account > My profile > Account Information > Confirm Password
[Mobile] MY > My Account > Account Information > Confirm Password
■ Where you can change your Address List:
- Please sign in and go to:
[PC] My Account > My Profile > Addresses
[Mobile] MY > My Account > Addresses > Edit
[NOTICE]
▣ Edit My Profile: Your ID cannot be changed.
▣ Addresses: You can simply choose one of the Labels in your Address list when you checkout.
- Please note that Shipping information corrections on your Address list does not apply to your orders.
- Shipping information can be corrected ONLY during the [Purchase Complete] status.
* If you wish to correct the shipping infromation for your current orders, please contact our CS Center.
* You can visit https://delivery.dhl.com/welcome.xhtml (DHL ON DEMAND DELIVERY SERVICE) to change your shipping information and preferences.
When can I get a Birthday Coupon?
When can I get a Birthday Coupon?
A birthday coupon will be issued successfully by agreeing to collect additional information.
And it is issued automatically within 7 days according to the date of memebership information.
However, if the registration date is within 7 days before your birthday, the coupon will be issued next year.
The item is out of stock.
The item is out of stock.
We regret to inform you that we cannot estimate the restocking schedule exactly. please contact our CS center via 1:1 inquiry or use chat bot.
Can I select multiple addresses for one order?
Can I select multiple addresses for one order?
We cannot split and ship orders separately so you cannot select multiple addresses from one order.
I didn't receive any free gifts.
I didn't receive any free gifts.
Free gifts are limited in quantity, So if they are out of stock at the time of shipment, they may not be available.
Also, the free gift will be offered based on the actual total payment (excluded shipping fee, and Tax).
How can I cancel my order?
How can I cancel my order?
[Payment Complete]: This is immediately after the order is created. At this stage, you can cancel the order directly via the app or PC.
▶ How to cancel your order
PC: Go to My Account < Click 'Order Tracking'
App: Tap the top left corner (三) < Click 'Order Tracking'
[Preparing Shipment]: This is the stage where the ordered items are being prepared. At this stage, direct cancellation is not possible. Please check the following methods as soon as possible, and request order cancellation via 1:1 inquiry or email.
▶ [My Account] > [Support] > Contact Us
▶https://kwave.ai/contact>
▶ Please send an email to support@kwave.ai
However, even if the order is in the Preparing for Shipment stage, if the items are already fully prepared for dispatch, cancellation may not be possible.
[In Transit]: The items have already been shipped, so cancellation is not possible. Please monitor the shipping status using the tracking number, which will be updated shortly in your order information.
Can I place an order as a guest?
Can I place an order as a guest?
Yes, you can. However, if you're not a member, you won't be able to enjoy benefits such as member coupons, point accumulation based on your membership level, or participate in various events and promotions.
▶ Sign up as a member
https://kwave.ai/account/login
▶ How to order as a guest:
Step 1: Add products to your cart.
Step 2: Click the Proceed to checkout button.
Step 3: Checkout without login.
If I cancel my order, will the coupons and points I used be restored?
If I cancel my order, will the coupons and points I used be restored?
All coupons have an expiration date. If the coupon has not expired, it will be returned after the order is canceled.
You can reuse the coupon until its expiration date.
※ The issue date and expiration date are based on Pacific Standard Time (PST).
Yes, if you cancel your order, any coupons or points with remaining validity will be restored for future use. However, if the expiration date has already passed at the time of cancellation, the used coupons and points will not be restored. Please consider this when canceling your order.
※ The issue and expiration dates for coupons and points are based on PST.
※ If the order is already in the process of shipping, coupons used in the order will not be restored upon return (refund).
If you have further questions, please contact us through one of the methods below:
▶ Chat Bot on the website
▶ [My Account] > [Support] > [Contact Us]
▶ https://kwave.ai/pages/contact
I would like to add other items to my order or change the quantity.
I would like to add other items to my order or change the quantity.
Once payment has been completed, it is not possible to modify your order.
If you need to make changes, you will need to cancel the entire order and place a new one.
Please check your order status first if you wish to cancel:
[Payment Completed]: This is immediately after the order is placed. You can cancel the order directly via the app or PC.
▶ How to cancel your order
PC: Go to My Account > Click ‘Order Tracking’
App: Tap the menu icon (三) in the top left > Click ‘Order Tracking’
[Preparing Shipment]: Your items are being prepared. Cancellation is no longer possible directly. Please submit a cancellation request as soon as possible via Hotline or Chat.
▶ [My Account] > [Support] > [Contact Us]
▶https://kwave.ai/pages/contact
Please note: Even during the [Preparing Shipment] stage, if the item has already completed dispatch preparation, cancellation may not be possible.
[In Transit]: The order has already been shipped and can no longer be canceled. Please track the delivery status using the tracking number, which will be updated soon in your order details.
Where can I check my order history?
Where can I check my order history?
You can check your order history by logging in through the link below or by going to [MY ACCOUNT] > [Track Orders].
Please note that only orders from the last 6 months are available for review.
▶ Go to [Track Orders]
https://kwave.ai
If you have any other inquiries related to your order, please feel free to contact us through the Hotline or Chat.
▶ [My Account] > [Support] > [Contact Us]
▶ https://kwave.ai/pages/contact
▶ Chat on the bottom right
I forgot to apply a coupon when placing my order.
I forgot to apply a coupon when placing my order.
Coupons can only be applied at the time of order placement.
If a coupon was not applied during checkout, it cannot be applied after the payment is completed.
In this case, you may cancel the entire order and place a new one using the coupon or promotion code.
To avoid this issue, please double-check that your coupon is properly applied before making payment.
Can I receive a receipt for my order?
Can I receive a receipt for my order?
Yes, you can download the receipt as a PDF file or print it if a printer is connected.. Please follow the steps below:
1. Log in to your account on the KWAVE website.
2. Go to [Track Orders] under the [My Account] section.
3. Click on the order number for the order you want to check.
4. Under [Payment Information], click [View Receipt].
5. Click [PRINT] to open the receipt.
6. Once the receipt is open, you can choose to print it or save it as a PDF file.
※If the [View Receipt] function does not work, it may be due to a pop-up blocker. Please disable the pop-up blocker and try again.
※ If downloading the PDF file is not possible, we will not be able to provide the exact format displayed on the screen. We recommend trying again on a different PC.
An error occurred during payment, and the order could not be completed.
An error occurred during payment, and the order could not be completed.
When using a credit/debit card, an error message may occur and prevent you from completing your order. In such cases, please check the following:
1) Unstable network connection
2) Use of a credit card accessed through a proxy IP
3) Attempting multiple high-value transactions in a short time
4) Expired card or insufficient credit limit
5) Incorrect card information entered
※ All card payments are processed through our payment gateways (Stripe, Venmo, or PayPal) and sent to the card issuer for approval. The payment may be declined depending on the card issuer's policy.
If the issue persists, please contact your card issuer to ensure there are no restrictions on online transactions or issues with your card.
Still having trouble?
Please submit a 1:1 inquiry with a screenshot of the error message to help us resolve the issue quickly.
▶ Go to [Chat] > [Leave a message for the help]
▶ Or visit: https://kwave.ai/pages/contact
I received a notification that my order was delivered, but I haven’t received the package.
I received a notification that my order was delivered, but I haven’t received the package.
If the tracking shows that the delivery has been completed but you have not received the package, please follow the steps below to verify the issue:
1) Check the order details to ensure the address entered is correct.
※ For mailboxes and buildings, you may want to check with the building manager.
※ If the address is incorrect, please contact the local courier for assistance.
2) Contact the courier service (DHL/EMS/LxPantos/FedEx) to confirm whether the delivery was completed correctly, and request delivery proof and details about the shipment.
※ FedEx: https://www.fedex.com/en-us/tracking.html
※ USPS: https://tools.usps.com/go/TrackConfirmAction_input
3) If you are unable to receive appropriate support from the courier, please let us know through 1:1 Chat, and we will check the best way to assist you.
※ Please note that if you chose a contactless delivery option and the package is lost or damaged after it has arrived at the correct location, we do not consider refunds or reshipments for such cases.
I can’t see a tracking number for my order.
I can’t see a tracking number for my order.
Once the package is dispatched from the logistics center and the delivery process begins, the tracking number will be available in your account information within 2-3 days.
[PC version]: MY ACCOUNT > TRACK ORDERS
[Mobile App]: Top Left Menu (三) > TRACK ORDERS
If the tracking number is not updated within a few days, please let us know through Chat.
Once the tracking number is provided, you can check the delivery status using the following links to see if there are any issues with the delivery or to check the estimated delivery date.
After the package arrives in the destination country, the local courier takes over the shipping process, so we are unable to directly control it. If there are any issues in the delivery records, please contact the local courier for assistance.
▶ FedEx: https://www.fedex.com/en-us/tracking.html
▶ USPS: https://tools.usps.com/go/TrackConfirmAction_input
I missed the delivery while I was away from home, so I didn’t receive the package. What should I do now?
I missed the delivery while I was away from home, so I didn’t receive the package. What should I do now?
If the delivery attempt has already been made but the product was not received, you can contact the courier directly for assistance.
Please contact the local courier to arrange a re-delivery schedule. Shipments to different countries are handled by FedEx, DHL, EMS, and LxPantos. For more details on the courier services for each country, please refer to the page below.
▶ Shipping Page
▶ How to check your tracking number
[PC version]: MY ACCOUNT > TRACK ORDERS
[Mobile App]: Top Left Menu (三) > TRACK ORDERS
▶ Check the delivery status of your product
※ FedEx: https://www.fedex.com/en-us/tracking.html
※ USPS: https://tools.usps.com/go/TrackConfirmAction_input
How can I cancel my order?
How can I cancel my order?
[Payment Complete]: This is immediately after the order is created. At this stage, you can cancel the order directly via the app or PC.
▶ How to cancel your order
PC: Go to My Account < Click 'Order Tracking'
App: Tap the top left corner (三) < Click 'Order Tracking'
[Preparing Shipment]: This is the stage where the ordered items are being prepared. At this stage, direct cancellation is not possible. Please check the following methods as soon as possible, and request order cancellation via 1:1 inquiry or email.
▶ [My Account] > [Support] > Contact Us
▶https://kwave.ai/contact>
▶ Please send an email to support@kwave.ai
However, even if the order is in the Preparing for Shipment stage, if the items are already fully prepared for dispatch, cancellation may not be possible.
[In Transit]: The items have already been shipped, so cancellation is not possible. Please monitor the shipping status using the tracking number, which will be updated shortly in your order information.
Can I place an order as a guest?
Can I place an order as a guest?
Yes, you can. However, if you're not a member, you won't be able to enjoy benefits such as member coupons, point accumulation based on your membership level, or participate in various events and promotions.
▶ Sign up as a member
https://kwave.ai/account/login
▶ How to order as a guest:
Step 1: Add products to your cart.
Step 2: Click the Proceed to checkout button.
Step 3: Checkout without login.
If I cancel my order, will the coupons and points I used be restored?
If I cancel my order, will the coupons and points I used be restored?
All coupons have an expiration date. If the coupon has not expired, it will be returned after the order is canceled.
You can reuse the coupon until its expiration date.
※ The issue date and expiration date are based on Pacific Standard Time (PST).
Yes, if you cancel your order, any coupons or points with remaining validity will be restored for future use. However, if the expiration date has already passed at the time of cancellation, the used coupons and points will not be restored. Please consider this when canceling your order.
※ The issue and expiration dates for coupons and points are based on PST.
※ If the order is already in the process of shipping, coupons used in the order will not be restored upon return (refund).
If you have further questions, please contact us through one of the methods below:
▶ Chat Bot on the website
▶ [My Account] > [Support] > [Contact Us]
▶ https://kwave.ai/pages/contact
I would like to add other items to my order or change the quantity.
I would like to add other items to my order or change the quantity.
Once payment has been completed, it is not possible to modify your order.
If you need to make changes, you will need to cancel the entire order and place a new one.
Please check your order status first if you wish to cancel:
[Payment Completed]: This is immediately after the order is placed. You can cancel the order directly via the app or PC.
▶ How to cancel your order
PC: Go to My Account > Click ‘Order Tracking’
App: Tap the menu icon (三) in the top left > Click ‘Order Tracking’
[Preparing Shipment]: Your items are being prepared. Cancellation is no longer possible directly. Please submit a cancellation request as soon as possible via Hotline or Chat.
▶ [My Account] > [Support] > [Contact Us]
▶https://kwave.ai/pages/contact
Please note: Even during the [Preparing Shipment] stage, if the item has already completed dispatch preparation, cancellation may not be possible.
[In Transit]: The order has already been shipped and can no longer be canceled. Please track the delivery status using the tracking number, which will be updated soon in your order details.
Where can I check my order history?
Where can I check my order history?
You can check your order history by logging in through the link below or by going to [MY ACCOUNT] > [Track Orders].
Please note that only orders from the last 6 months are available for review.
▶ Go to [Track Orders]
https://kwave.ai
If you have any other inquiries related to your order, please feel free to contact us through the Hotline or Chat.
▶ [My Account] > [Support] > [Contact Us]
▶ https://kwave.ai/pages/contact
▶ Chat on the bottom right
I forgot to apply a coupon when placing my order.
I forgot to apply a coupon when placing my order.
Coupons can only be applied at the time of order placement.
If a coupon was not applied during checkout, it cannot be applied after the payment is completed.
In this case, you may cancel the entire order and place a new one using the coupon or promotion code.
To avoid this issue, please double-check that your coupon is properly applied before making payment.
