FAQ

Frequently Asked Questions

Welcome to the KOIBONI FAQ page. We have gathered the most common questions to help you shop with confidence. If you can't find what you're looking for, feel free to contact us.

1. Shipping & Delivery

How long will it take to receive my order? Most orders are processed within 2–3 business days. Once shipped, delivery typically takes 5–8 business days within the United States, for a total estimated delivery time of 7–11 business days. You will receive a confirmation email with a tracking number as soon as your equipment is on its way. Full details are in our Shipping Policy.

How much does shipping cost? We offer Free Standard Shipping on all orders within the United States, with no minimum purchase.

Do you offer international shipping? Currently, we only ship within the United States. We are working on expanding our shipping options in the future.

Do you ship gas-powered equipment with fuel in it? No. All gas-powered equipment is shipped dry, with no fuel or oil in the tank. You will need to add fuel and oil before first use, as directed in your product manual.

2. Orders & Tracking

How can I track my order? Once your order has shipped, we will send you an email containing your tracking number and a link to the carrier's website. You can also track your order here at any time. Please allow 24–48 hours for tracking information to update.

Can I change or cancel my order? We process orders quickly to ensure fast delivery. If you need to make changes, please email us at support@koiboni.com within 12 hours of placing your order. Once an order is processed or shipped, we are unable to cancel or modify it. See our Order Cancellation Policy for full details.

3. Returns & Refunds

What is your return policy? We offer a 30-day return policy. If a product isn't right for you, you can return it within 30 days of the delivery date, provided it is unused, in its original packaging, and in the same condition you received it. See our Refund & Return Policy.

Can I return equipment I've already fuelled or used? Unfortunately, no. Once fuel or oil has been added to a gas-powered machine, it cannot be legally shipped and cannot be returned. If a fuelled machine develops a fault, it may still be covered under our Warranty Policy.

How do I start a return? Contact our support team at support@koiboni.com with your order number. Once your return is approved, we will email you a free prepaid return shipping label along with instructions. Please do not send items back before requesting a return.

Who pays for return shipping? Nobody — returns are free. Once your return is approved, we email you a free prepaid return shipping label at no cost to you, whether you changed your mind or the item is defective, damaged, or incorrect. There is no restocking fee. (Gas-powered equipment that has had fuel or oil added cannot be returned; see our Refund & Return Policy.)

When will I receive my refund? Once we receive and inspect your returned item, your refund will be processed to your original payment method within 10 days. Please allow additional time for your bank or credit card company to post the refund.

4. Warranty & Product Support

Is my equipment under warranty? Yes. Every KOIBONI product carries a one-year limited warranty against defects in materials and workmanship, running from the date of delivery and honored directly by Koiboni. See our Warranty Policy.

What does the warranty cover? If an approved defect arises, we will repair or replace the product or part at no cost to you. The warranty does not cover wear parts (blades, spark plugs, filters, belts, nozzles), normal wear and tear, misuse, stale or incorrect fuel, or unauthorised repairs.

Warranty or return — which do I need? Within 12 hours of ordering, you can cancel. Within 30 days of delivery, you can return for a refund. Within one year of delivery, a genuine defect is repaired or replaced under warranty.

How do I make a warranty claim? Email support@koiboni.com with the subject line "Warranty Claim", your order number, the product model, and a description of the fault. Photos or a short video help us assess it faster.

5. Products & Choosing the Right Equipment

How do I choose the right machine for my property? Each product page lists its cutting width, engine or motor rating, and recommended property size. If you are between two models, we generally recommend sizing up for demanding or frequently used applications. If you're unsure, email us and we'll advise.

Are the product images accurate? We make every effort to display our products as accurately as possible. However, colours and finishes may vary slightly depending on your monitor or screen settings.

Do your products come with a manual? Yes. Every product ships with an operating and maintenance manual. Following the maintenance schedule in that manual is a condition of warranty coverage.

Do you sell replacement parts? Wear parts such as blades, filters, and belts are consumables and are not covered by warranty. Contact us for availability.

6. Payments & Security

What payment methods do you accept? All payments are processed through Shopify Payments. We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club), as well as Shop Pay, Apple Pay, Google Pay, and PayPal, where offered at checkout. See our Payment Policy.

Is my information secure? Yes. Our store is built on the Shopify platform, and Shopify Payments is certified Level 1 PCI DSS compliant, using industry-standard SSL encryption to protect your personal and payment information. We do not store your full card details.

When am I charged? Your payment method is authorised and charged at the time you place your order. If payment cannot be authorised, your order will not be processed and we will notify you by email.

7. Support Hours

Our support team is available Monday to Friday, 9:00 AM – 5:00 PM (Eastern Time). We aim to respond to all email enquiries within 24 hours during business days.

Still have questions? We are here to help! Reach out to us through any of the following:

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