Returns & Exchanges

• To start a return or exchange, visit our koi Returns Center (link to koi Returns Center) page and follow the instructions. You’ll need your order information to begin the process.
• You can request a koi returns prepaid shipping label for $7.95, which will be deducted from your refund or credit. If you choose to exchange for another size, color or item, there is no charge for the return shipping label.
• Once you generate the return, you will receive an email with return instructions and a prepaid shipping label to download at your convenience. Note: labels are generated through the United States Postal Service. If you decide to use a different carrier to send back your item(s), you will be responsible for the cost of shipping.
• Send your return to the address below and reference your RMA# inside the shipment for faster processing time. Please allow 1–7 business days from the time of delivery for processing. If you are using your own return shipping method, we recommend keeping a record of your tracking number in case there is an issue.
• Ship returns to: koi Returns Center, 950 N 119th Ave, Suite 400, Avondale, AZ 85323

Yes, eligible items can be exchanged for another size or color, subject to availability. We allow the exchange of purchased items for items of equal value. You can initiate an exchange at koi Returns Center. The exchanged item of equal value will be shipped to you at no additional charge.

Some sale, clearance, promotional, or final-sale items may not be eligible for return or exchange. Please check the product page and your order details for any applicable restrictions.

Unfortunately, we cannot guarantee exchanges if an item has sold out. If your requested size becomes available through returns, we’ll be happy to process an exchange on a first-come, first-served basis. If it doesn’t become available, we’ll gladly assist with a return for a refund or store credit.

• Items marked Final Sale and/or items with a price ending in $0.97
• Items that have been worn, washed, customized, altered, or embroidered
• All scrub caps and face masks

Once your return is received, we will initiate a gift card code that can be redeemed on our website when you are ready to place a new order.

Great care is taken to ensure all merchandise leaves our facility in perfect condition. If you feel your package and/or the contents have been damaged during transit, please contact Customer Service as soon as possible at 310-828-0055 or email us at HappinessTeam@koihappiness.com. We’ll work with you to make it right.

Once your return has been received and processed, you will be notified via email. If approved, your refund request will be processed within 5–7 business days and the refund will be issued to the original payment method.