Frequently Asked Question

Orders are typically processed within 1–3 business days. Once your order ships, you will receive a confirmation email with tracking information.

Standard delivery typically takes 5–7 business days after shipment, depending on your location and carrier conditions. Delivery times are estimates and may vary.

Orders may be modified or canceled before shipment. Please contact us as soon as possible if you need to make a change. Once an order has shipped, changes or cancellations may no longer be possible.

Please contact us within 7 calendar days of delivery and provide photos of the product, packaging, and any visible damage. We will review the situation and work with you to find an appropriate solution.

Once your order ships, you will receive a tracking number by email. Please allow up to 24 hours for the tracking information to become available or update.

Tracking information may take up to 24 hours to update after shipment. If the tracking information still does not update after that time, please contact us with your order number.

Delivery addresses can generally be changed before your order ships. Please contact us as soon as possible if you need to update your shipping information.

Large appliances are typically shipped by freight carrier and may require delivery scheduling. Please follow the carrier's instructions and be available as required for delivery.

Return requests must be submitted within 30 calendar days after delivery.

Once a return shipping label or Return BOL is provided, the product must be shipped within 5 business days.

Please see our Returns & Refunds Policy for complete details.

Approved returns that are not related to a product defect or damage are subject to a 15% restocking fee.

For returns related to a product defect or damage, no restocking fee will be charged.

Refunds are generally processed within 5–10 business days after the returned product has been received and inspected. The time it takes for the refund to appear in your account may vary depending on your payment provider.

KOSTCH appliances include a 3-year limited warranty covering eligible functional issues arising from normal use, subject to the terms and exclusions of our Warranty Policy.

Coverage does not include, among other exclusions, normal wear and tear, cosmetic changes, discoloration, stains, grease, oil or food residue, improper installation, misuse, accidents, unauthorized repairs, or modifications.

Please see our Warranty Policy for complete details.

You can request service by contacting us at service@kostch.com or submitting a service request through our website:

www.kostch.com/support/warrantyservicerequest/

Please provide your product model, serial number, purchase information, and a description of the issue.

Yes. Professional installation is recommended, especially for gas appliances, to ensure proper installation and safe operation. Installation should always follow the product's installation instructions and applicable local requirements.

The model and serial numbers can usually be found on the product label. The location varies by product and may be found on the door frame, inside the unit, or on the back of the appliance.

Our customer support team is here to help with product questions, orders, service requests, and other assistance.

Email: service@kostch.com
Live Chat: Available on our website

For order or service-related questions, please provide your order number, product model, serial number, and a brief description of the issue when available. Photos or videos may also help us better understand the situation and provide faster assistance.