Review our FAQ's below.


How do I use a promo code on the website?

If you have a discount code, it can be applied during the checkout process before entering shipping information. Please note that one discount code can be applied per order and the code can only be used once per customer. If you have any trouble, contact us here.

Where does ship to?

We currently ship to domestic United States locations only, excluding Hawaii and Alaska, but we are looking to serve those states and international locations in the future.

Where can I redeem Gift Cards?

Gift cards may be used for any purchase on the site. Gift cards are not redeemable in stores or on other websites, and may not be used to purchase additional gift cards.

What payment methods does accept?

We accept all major credit and debit cards, Shop Pay, Amazon Pay, PayPal, and Google Pay.

When will my order ship?

All orders will be processed and shipped within 3-5 business days from the time the order is submitted. If Rush 2-Day shipping is selected, orders will be shipped that same day provided that the order is completed before 12 noon (CST) Monday to Friday.

Can I edit my shipping address after placing an order?

If your order hasn’t already been shipped, it can be eligible for a one-time courtesy address change. Please contact us here immediately as there is a small window of opportunity for the change to be done prior to the shipping process.

Can I track my order?

Yes, as soon as your order is received and product is shipped, you will receive a tracking number to the email entered during the order process. From there, you can track the package via the shipping carrier. If there appears to be a problem with tracking, contact us here.

What if I have to cancel my order?

We cannot guarantee order cancellation, but requests can be submitted during normal business hours (8 a.m. to 4 p.m. CST) Monday through Friday. Orders ship immediately once they are received to our shipping department, making cancellation unlikely. In cases where we can process a return to sender, we require a 30% restocking fee taken from the total refund.

What if there is a mistake with my order?

If there is something wrong with your order, please contact our customer care team as soon as possible through our contact form here. We’ll make it right as quickly as possible.


What is your return policy?

If for any reason you are not satisfied with your products, you may return them for a refund provided that they are in unused condition, in original packaging, with all original labels attached. Please note all returns must be postmarked within 35 days of the purchase date and you will be responsible for all return shipping charges.

How do I initiate a return?

Please contact our customer care team to ensure your return is serviced in the most appropriate manner. You can reach us here.

Where should I send my return?

CPGIO Attention: Kao

1150 N Swift Rd.

Unit A

Addison, IL, 60101

How long does it take to process a return?

After receiving your return and inspecting the condition of the item, we will process the refund. Please allow 7 business days from the receipt of your item(s) to process your return and 5-7 business days for the funds to appear to the original form of payment. You will be notified once the refund is initiated.

My Kao Rewards


I already have an account. Do I need to create a new one to earn rewards?

We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

Where can I find all of my rewards account info?

The rewards page is your roadmap to all your points and perks. You can access all your info by visiting the My Kao Rewards.

Will I receive points for purchases I made prior to creating my rewards account?

You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!

Does it cost anything to begin earning points?

Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points. Make sure to visit the My Kao Rewards page to get started.

Earning & Redeeming

How do I redeem my points?

Exchanging your points for great rewards couldn't be easier! Simply visit the My Kao Rewards page to view all of our great reward options and click the 'Redeem' button to redeem your chosen reward.

How do points convert to dollars?

100 points = $5 dollars.

What are the easy ways to earn points?

For starters- each member gets a reward just for joining our rewards program. Aside from earning points through purchases, you can Get $5 when you sign up*.  Earn 50 points with your first purchase. Know someone who would want to join? Give them $10 and get $10 when you refer a friend.** Access all the ways to earn on the My Kao Rewards page.

*$5 rewarded in the form of 100 points, which can be redeemed for $5. **Referred party will get $10 off their first purchase of $35 or more, and referrer will receive $10 worth in points (200 points) when the referred party completes their first purchase of $35 or more.

Will I be able to use my points/rewards in-store?

Not at this time, you will not be able to earn or apply rewards points toward purchases in-store.

Program Limitations

Is there a limit to how many points I can earn?

Nope!  That’s the best part about being a rewards member!  You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal sales.


Can I return my order if I redeemed rewards points for a discount?

Yes. If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.

I earned points with my last purchase, but now I want to return it. What will happen to my reward?

If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a $10 coupon towards a $100 purchase that you decide to return, the $90 balance will be refunded to your credit card and the $10 reward credit will be deposited back into your rewards account.

Reward Expiration

Do points ever expire?

If you do not make a purchase or earn points for a period of 12 months, you will be considered a dormant user, and your points and rewards will return to zero.


Why didn’t I earn points on my purchase?

Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?

Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be . . . in your account! The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account.  However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:

  1. Try to refresh your browser.
  2. Try to log out and then back in to your account.
  3. Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it.  Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.

If you still feel like your points balance is not accurate you can contact our Consumer Care Team and they will look into the issue for you.

I received an error message when referring friends through the email referral box. What went wrong?

We are sorry to hear that. There are a couple of scenarios that could have triggered the error message.  

The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them. 

To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.  

If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact our Consumer Care Team if you need further assistance.

I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?

Thank you so much for sharing us with your friends!  We really appreciate it.  

Referred friends must be first-time customers in order for both of you to receive the referral rewards.  In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there. 

Points will be added to your account as soon as your friend completes their first purchase of $35 or more on our website.  See our complete Rewards Terms & Conditions here.

When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.


How is my free shipping applied at checkout?

As a My Kao Rewards member your free shipping will be automatically applied at checkout for any order over $35.

How do I redeem my rewards at checkout?

To redeem points at checkout, above your cart total, choose the amount of points you would like to apply and click the "APPLY" button.

How do I redeem my rewards points?

Rewards points can be redeemed during the checkout process. Before checking out, ensure that you are signed in to your account. 

Once you get to the checkout screen you will see your total available Rewards points in a dropdown menu. To use your rewards, select the number of points you'd like to redeem on the order you are placing from the dropdown menu, then continue with the checkout process.

You must have a minimum balance of at least 100+ points each time you would like to make a redemption, and points must be redeemed in increments of 50.

Your points may be redeemed up to 50 points below the total value of the cart unless the total of your cart hits the 50 points ($2.50) threshold exactly.  Because of this, almost all orders will have a balance between $1-$4.99 (10-49 points that will need to be paid, in addition to any relevant tax and shipping charges, with your preferred method of payment.