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FAQ

CAN I MAKE MODIFICATIONS TO MY ORDER AFTER ITS BEEN PLACED?

Once an order has been confirmed, it can't be modified or adjusted.

I USED THE INCORRECT ADDRESS. HOW CAN I UPDATE IT?

Address updates can be requested, but are not guaranteed. Please review your information before you checkout.

HOW CAN I CANCEL MY ORDER?

Reach out to Customer Support with your order number and email address to submit a cancellation request. If your order was placed during peak periods or over the weekend, cancellations may not be possible. Cancellations are not guaranteed.

The abuse of cancellations that are deemed as unusual activity will be suspended from future cancellations.

HOW DO I START A RETURN?

We do not accept returns upon any order's successful delivery. For special circumstances please reach out to Kaleidocreativestudios@gmail.com

HOW DO I KNOW MY ORDER IS CONFIRMED?

Every order is subject to review. The order is confirmed once you receive a shipping confirmation email. Please check your spam inbox.

WHEN WILL I RECEIVE MY ORDER?

Orders are processed Monday – Friday and shipped within 3-7 business days. Excluding the weekend and major holidays.

Once your order is shipped, you will receive a shipping confirmation email with your tracking information. Allow 48-72 business hours for your tracking information to update with an estimated delivery date.

DO YOU SHIP INTERNATIONALLY?

Yes. Orders shipped outside the U.S. are subject to non-refundable customs duties/taxes. Global-E has enabled us to allow the payment of stated fees at the time of checkout.

Kaleido.NYC ships to the following countries: AR, BR, CA, CO, CR, DO, EC, HK, HU, ID, IL, KW, MY, MX, PA, PH, QA, RU, SA, SG, TW, AE, UA, UY, VN, ZA

MY TRACKING INFORMATION STATES THAT MY ORDER WAS DELIVERED. BUT I HAVE NOT RECEIVED IT. WHAT DOES THIS MEAN?

Allow 48 hours after the stated delivery time for your package to show up. If your package hasn't been delivered, please contact kaleidocreativestudios@gmail.com

WHY WAS MY ORDER CANCELED?

If your order was canceled, we advise you to contact your financial institution to ensure your information is up to date. Cancellations are also be affected by limited stock availability.

WHAT PAYMENT METHODS DO YOU TAKE?

Kaleido.nyc and Global-E accepts all major credit cards including:Visa, MasterCard, American Express, Discover, and PayPal. Payments made via PayPal must be purchased by a verified account with a confirmed shipping address.

Other payment methods will vary per region:Apple Pay, Google Pay, etc.International orders will appear as Global-E on bank statements.

HOW DO I KNOW IF AN ITEM WILL FIT?

In order to identify the best fit, please visit our size guide. Additional fit details with measurements are found on the product page specific to the item.

Measurements are displayed in inches unless otherwise noted. For assistance, please contact

HOW DO I FIND OUT WHEN NEW STYLES ARE RELEASED?

Subscribe to our Newsletter or follow us on Instagram for early release information.

WHEN CAN I EXPECT A RESPONSE FROM CUSTOMER SUPPORT?

Our Team will respond within 24-72 hours. Excluding weekends and major holidays.

I RECEIVED A DAMAGED PRODUCT, WHAT SHOULD I DO?

Please contact kaleidocreativestudios@gmail.com within 24-48 hours of delivery. We ask you to provide detailed images of the product(s) in question along with the packing/invoice slip.

I RECEIVED A TRACKING NUMBER, BUT THE SHIPMENT HASN'T MOVED.

Tracking numbers are generated when your shipping label is created. Allow 1-3 business days for the courier to scan the package for updates.

IF AN ITEM IS SOLD OUT, WHEN WILL IT BE AVAILABLE AGAIN?

kaleido.nyc displays real time-inventory. Unfortunately an item is no longer available if you don't see it on our website. Please note some items will allow you to sign up for back in stock notifications in product details.

DO YOU OFFER GIFT RECEIPTS OR GIFT CARDS?

We do not offer gift receipts or gift cards

MY ORDER IS A GIFT, DO YOU INCLUDE THE PRICE IN THE PACKAGE?

We do not include prices on our packing slips.

CAN I GET SOME FREE STICKERS?

Stickers are provided in online orders, but are not guaranteed as they are provided based on availability.

CHROMA PURCHASEPOLICY

  • Each customer may purchase only one Chroma every four (4) months. At checkout, you must provide your full contact information (email, phone number, and address). This information will be used to verify eligibility and enforce the four-month cooldown.
  • To qualify for a Chroma purchase, your contact information must match a prior order that includes at least two (2) Kaleido Creative Studios playmats, or your current cart must include two (2) additional Kaleido Creative Studios playmats. This requirement applies to all Kaleido playmats, including but not limited to Wave 4: Santoryu.
         
  • Purchases made through Kaleido Creative Studios and PVRAMID are completely separate. Buying a Chroma or other Kaleido products does not count toward PVRAMID purchasing requirements, and vice versa. If you place an order that does not meet the qualifications above, it will be canceled and fully refunded.
        
  •  Please help us maintain a fair and positive experience for our community by respecting these guidelines.
        
  •  For any extenuating circumstances, contact us as soon as possible at KaleidoCreativeStudios@gmail.com Failure to do so may result in your purchase being forfeited and refunded.

I ORDERED A CHROMA BEFORE PURCHASING 2 OTHER PLAYMATS, IS IT TOO LATE TO PURCHASE TWO OTHER PLAYMATS?

While not guaranteed, contact us at KaleidoCreativeStudios@gmail.com as soon as possible!

CAN ORDERING 2 PRODUCTS WITH MY CHROMA COUNT TOWARDS THE TWO PRODUCT MINIMUM

Yes, provided they are playmats.

CAN I EXCHANGE MY CHROMA FOR A NEWER ONE IF I'M STILL UNDER PURCHASE COOLDOWN?

No, regardless if untouched and still sealed, we do not accept exchanging chromas.

IF I'M REFUNDED FOR A CHROMA PURCHASE, AM I STILL SUBJECT TO A COOLDOWN PERIOD?

Based on the reason behind your refund, you are subject to cooldown and potentially even ban from future purchases of Chromas.

IF I'M ON COOLDOWN FOR A PVRAMID CHROMA CAN I STILL PURCHASE A CHROMA FROM KALEIDO?

Yes, your cooldown restrictions from PVRAMID or any other Chroma retailer has no impact your ability to purchase from Kaleido Creative Studios.