When can I expect my product to arrive?

Orders generally process within 24 hours if not sooner. You will typically receive your product within 4–8 business days of placing an order.

How do I store Koi products? What is the shelf life?

It is best to keep Koi products stored at room temperature, out of direct sunlight and extreme temperatures. Exposure to extreme heat or cold can cause degradation. We do not recommend refrigerating or leaving it in your car for a long period of time. When stored properly, Koi products have a shelf life of about one year.

Does Koi CBD contain any THC?

Many of Koi’s CBD products are made with broad-spectrum CBD or CBD isolate, meaning they contain no detectable THC. Koi also offers a variety of THC-infused products with different types and amounts of THC. Check the individual product pages for specific ingredients.

Does Koi offer free samples?

No, unfortunately we do not offer free samples.

I am currently on prescribed medications. Can I still use Koi products?

If you have or suspect a medical condition or are taking any medications, please consult your physician before use.

Can I place my order over the phone?

Yes, while we can take orders over the phone, completing your purchase through our website is best.

Is there a faster shipping option available?

Yes, there are various shipping options available at checkout. If you have a special request, please contact our customer service team for faster shipping options before placing your order.

Is the packaging discreet?

Yes, our shipping packages are unmarked, with no brand logos or ingredient details listed on the outside, ensuring your privacy. However, your package will list KoiCBD on the return address.

My package was not delivered by the expected delivery date. What can I do about this?

Our Free Shipping option usually takes about 4–8 business days for delivery, but is not guaranteed. If the order isn't received on time, please contact us to explore available options.

How do I return my product?

Please contact our customer service team for assistance at (877) 774-4779 or via email at CustomerService@koicbd.com. Our service hours are Monday through Friday, 7am to 4:30pm PST.

How does the Subscribe & Save option work?

Our subscription program allows you to receive your favorite Koi products automatically and save money. Choose 'Subscribe & Save' before adding a product to your cart, select your delivery frequency, and manage your subscription at any time.

How do I use my rewards points?

As a Koi Rewards member, you earn points with every purchase. Once you have at least 100 points, you can redeem them at checkout for discounts. Log in to your account to view your balance and apply rewards.

I no longer see my rewards points available. Where did they go?

Rewards points may convert to promotional codes if you click out of checkout after applying them. These codes do not expire and can be found in your account under Rewards History. Contact customer service for help if needed.

Does Koi offer promos or discounts?

Yes, we frequently offer promotional specials on our homepage. You can also check out the Koi Cares Program for additional savings.

I received my vape device and it's not working. What should I do?

We’re sorry for the inconvenience. Please try any included troubleshooting instructions. If your device still isn’t working, contact our customer service team at CustomerService@koicbd.com or 877-774-4779 for a refund or replacement.

MONEY BACK GUARANTEE

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MONEY BACK GUARANTEE

BUY NOW, PAY LATER

LIVE CUSTOMER SERVICE

FAST, FREE SHIPPING

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Frequently Asked Questions

Frequently Asked Questions

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