Kaos Softwear is currently managing a staffing shortage, resulting in longer processing times for orders. At present, retail orders are running about one week behind, and wholesale orders are a little over a month behind. Customs are currently going out from late September, as they require valuable press setup time that is hard to spare. Our team is working overtime to fulfill all orders as quickly as possible, but it will take some time to return to our usual pace.

 

During this period, we’ll be limiting customer communications to prioritize order fulfillment.

 

Please note: expedited shipping will speed up delivery once the order leaves our facility, but will not reduce factory processing time.

 

We sincerely apologize for any inconvenience and thank you for your understanding as we work hard to get back up to speed. 12/4/24

FAQs

Returns:

Do you accept Returns, Refunds or Exchanges?

Due to the fact that our product is something that is intended to come in contact with the body. ALL SALES ARE FINAL. All of our jewelry is brand new and unworn and we stand by this statement.

I accidentally ordered the wrong size and or color, can I exchange it for the correct size or color?

If you notice upon receiving your order confirmation email that you have ordered the incorrect item and or size, please notify us immediately. All orders ship within 1-3 business days, if your order has not already been shipped we would love to adjust it accordingly. However, we cannot offer exchanges of any kind once the order has left our hands. Due to the fact that our product is something that is intended to come in contact with the body. ALL SALES ARE FINAL.

What if I received defective/damaged or incorrect items?

While it is unlikely, there may be some instances where defective items due to manufacturing may be sent out. We will gladly exchange any defective products or fulfillment mistakes that we may make resulting in the shipment of incorrect and/or defective product.

If damaged or incorrect items are received, we must be contacted at info@kaossoftwear.com within 5 Business days from the date of delivery for us to resolve the issue. We will need a copy of your packing slip as well as an image of the defective or incorrect product. If the requested images are not provided within the 5 business days, we will be unable to provide a solution. All Exchanges will be for the exact product originally ordered. We cannot accept responsibility for the replacement of jewelry damaged by misuse, improper care, or for any jewelry ordered in the wrong size, style or color. Incorrectly received items must be unworn and in their original packaging to qualify for return and exchange. 

Sizing:

How do I know what size to order?

Check out our handy sizing chart here. If you are at all unsure of your correct jewelry size we recommend that you consult a reputable, professional body piercer in your area prior to making a purchase with Kaos.

How do I know what wearable surface size I am?

Wearable surface size is referring to the area that your piercing will physically be touching. With flared jewelry this is the area between the two flares. 

5/16” and 3/8” are very standard wearable surface sizes which is why you will see all our jewelry comes in one or the other of these two. 1/4" wearable surface size is for those who have much thinner ear lobes, a less common occurrence. This smaller wearable surface size will allow your jewelry to have less excess product visible on either side of your piercing when worn. 

Shipping:

*NO SHIPPING COURIERS GUARANTEE DELIVERY DATES USING THE SHIPPING OPTIONS WE PROVIDE. Guaranteed delivery dates are only offered with Next Day Air and Express services. These shipping options are Extremely costly and are not something we currently offer. 

All Orders are processed within 1-4 Business days, please keep this in mind when choosing your shipping options. Kustoms orders ship in 2-3 weeks.

Kaos is not responsible for any lost or damaged packages. Buyer assumes full responsibility for any claims with the shipping provider in the event a package is lost, stolen and/or damaged. All Claims with USPS can be made within 15 days of the original ship date and no later than 60 days to qualify for reimbursement. All Claims must be filed with USPS Directly. Please follow instructions here: https://www.usps.com/help/claims.htm

Do you ship internationally?

Yes, we offer international shipping through USPS only. Please be aware that customs issues and regulations are outside of our control. Customs duties, taxes and any other fees related to international shipping will be buyers responsibility and is not included in the shipping rates. Global shipments can at times be held by your country through customs causing upwards of 5 plus week delays. In this case they will not notify any parties involved and you may not be able to track your package during this time.

*Kaos is not responsible for any customs duties, taxes, or fees related to international shipping.

How can I track my order?

All orders will receive a shipment confirmation email with a tracking number that may be used on the website of your chosen shipping carrier.

What happens if my package gets lost in the mail?

If you feel your order may be missing in transit we ask that you first track your package using the tracking number provided in your shipping confirmation email. If your package shows as delivered yet you have not received it, please contact your local postal service directly prior to contacting us as they will have the means to better locate your package. 

If your package still cannot be located please place a claim online with USPS directly using the link provided below and the tracking number provided in your shipping confirmation email. 

https://www.usps.com/help/claims.htm 

Wholesale: All Wholesale orders are shipped to the studio location ONLY regardless of what shipping address is provided at time of check out. Wholesale orders are pulled in the order in which they are placed and have a turn around time of 1-2 weeks.  

Order Questions:

I accidentally ordered the wrong size and or color, can I exchange it for the correct size or color?

If you notice upon receiving your order confirmation email that you have ordered the incorrect item and or size, please notify us immediately. All orders ship within 1-4 business days, if your order has not already been shipped we would love to adjust it accordingly. However, we cannot offer exchanges of any kind once the order has left our hands. Due to the fact that our product is something that is intended to come in contact with the body. ALL SALES ARE FINAL.

Can I cancel my order?

Orders can be cancelled if you contact us prior to shipment. Regular orders ship within 1-4 Business days. Once Kustom pieces are in production they can not be cancelled. Please contact us at info@kaossoftwear.com with your order number as soon as possible to see if you order qualifies for cancellation. 

How do I know if my order was processed?

As soon as your order goes through you will receive an order confirmation email.

How do I check the status of my order?

Once your order has been placed you will receive an order confirmation email and once your order is shipped you will also receive an email confirming shipment along with a tracking number.  If you have a Kaos account you may also log into your account and click view order status to see the status of any orders placed with us.

Payment: 

What Types of Payments do you accept?

We accept all major Credit Cards as well as payments via PayPal. We also offer the option of Afterpay. 

How do I know if my payment was processed?

If your payment was processed and your order went through you will receive a payment and order confirmation email from us. 

My credit card was declined but there is a charge on my account, what do I do?

This often happens if any billing information is input incorrectly during your checkout process.  These attempts will show on your Bank Statement as pending.  Once your bank determines these transactions were not successful, they will drop off.  Unfortunately, this is standard policy for all banks.  If you have further questions or concerns, please contact your individual bank.  They will be able to provide you with better information on this matter as it is their policy.

Kustom Orders: 

Here's how it works:

  • Pick your style, color, and size in the Kustom section
  • Checkout to complete the order
  • Your order will arrive in 2-3 weeks

Please remember these are custom pieces, made to order. 

When placing orders for regular items along with custom items, all products will be sent at the Kustom timeline of 4-6 weeks.  If you do not wish to wait that long for regular items, please place separate orders.

Due to our production process we do not offer custom sizing at this point in time. 

Color Disclaimer: Although we strive to display as accurately as possible the colors of products shown on this website, due to the inconsistencies of various display monitors, shadows when photographing products and other variations outside of our control the color you see on your screen may not be a completely accurate representation of the actual product. Screen images are intended as a guide only and should not be regarded as absolutely correct. When placing your order, you are acknowledging this fact and waive any claim of dissatisfaction due to color.

*Kustom Options Not Available at Wholesale Pricing

Wholesale: 

How do I set up a Wholesale Account?

TO QUALIFY FOR A WHOLESALE ACCOUNT YOU MUST HAVE THE FOLLOWING:

A physical piercing studio location for shipping purposes. All Wholesale orders will be shipped to the business location only. Residential addresses are not allowed. 

An active Piercer. Accounts are not offered to non piercing studios or individuals. 

THE FOLLOWING DOUCMENTATION IS REQUIRED TO ESTABLISH A WHOLESALE ACCOUNT:

US & US TERRITORIES-

Sales Tax License/Permit issued by the State. Excluding- Alaska, Delaware, Montana, New Hampshire, and Oregon.

Alaska, Delaware, Montana, New Hampshire, and Oregon: A current Business License and or Resellers Permit must be provided. 

California and Arizona: Must provide a Resale Certificate in addition to Sales Tax License/Permit.

INTERNATIONAL REQUIRMENTS: 

A photo of your Business License or equivalent

Tax ID/EIN Document

A copy of an invoice from a reputable company within the industry that you are currently doing business with. 

 Please email all required documents to wholesale@kaossoftwear.com 

Once the above requirements are met please sign up for an online account and we will adjust it to reflect as Wholesale. If you have any other questions or concerns feel free to email us.

Email: wholesale@kaossoftwear.com

Hours of Operation: Monday - Thursday (7am-2:00pm Pacific Standard)

Proper use and care of Product: 

Silicone Care:

  • Wash jewelry with soap & water prior to first use. Autoclave jewelry if desired.
  • Lubrication of both eyelet & piercing with body-friendly oils (e.g., vitamin E, jojoba, coconut oil) prior to insertion or removal is recommended.
  • Silicone that is not Parylene coated should not be used for stretching piercings!
  • Eyelets can be worn in cartilage.
  • Silicone is NOT compatible with Madacide, chemiclaves or any other toxic chemical exposure—it may retain tiny amounts of the toxin.
  • Handling with latex gloves may impart latex onto the silicone, possibly permanently. This may cause potential problems for people with latex sensitivity.

Can I safely stretch with your products?

Silicone Jewelry that is not Parylene coated should NEVER be used to stretch. Doing so can cause painful and sometimes irreversible damage. If the jewelry is too tight or tacky it may seal off the piercing stopping it from properly healing.

Can Kaos Eyelets, Tunnels and Plugs be used in fresh piercings?

NO. Silicone Jewelry that is not Parylene coated should NEVER be used in fresh piercings. 

Kaos Eyelets, Tunnels and Plugs should be used in completely healed piercings only.

Using Silicone that is not Parylene coated in an unhealed piercing or just after stretching can cause painful damage to your piercing as it does not allow your fresh piercing to properly heal. If you are unsure as to whether your piercing is healed, please reach out to a Professional Body Piercer. If you do not know one in your area go to http://www.safepiercing.org/ to locate a Reputable Professional Body Piercer. 

How do I properly insert my Kaos jewelry?

  1. Wash jewelry with soap & water.
  2. Lubricate both jewelry & piercing with body-friendly oils (e.g, Vitamin E, Jojoba, Emu Oil)
  3. To insert pinch jewelry together and fold in half, insert into piercing and release.

How do I properly insert my Kaos Heart Retainer?

Please check out our Kaos Heart Retainer Insertion Video here: 

https://www.youtube.com/watch?v=u_l7sA3JwFY

We also always suggest visiting your Local Professional Body Piercer if you ever need help with Insertion.  If you do not have or know of one in your area, go to https://www.safepiercing.org .

Is your silicone medical grade and/or biocompatible?

Yes, and Yes! Kaos silicone body jewelry is made with medical, implant grade silicone. It is safe to wear in all healed piercings and is great for those that have metal allergies or other sensitivities. The main concern customers face with our product is external debris and/or irritants on the surface. These irritants are not in the silicone itself, but can collect on the wear surface from surface contact or even just dusty air before insertion. The result of pollen, pet dander, and other potential irritants collecting on the wearable surface can be catastrophic to a piercing. Properly cleaning the jewelry with mild soap and warm water along with the aid of a proper body-friendly lubricant (e.g. Vitamin E, Jojoba, Emu, or coconut oil) prior to insertion will reduce the chances of any irritation or allergic reactions.

Is silicone micro-porous?

Silicone is not micro-porous. It can retain tiny amounts of any material it is exposed to for a long period. This isn't an issue with most brief exposures or with soap from washing, and the level at which it absorbs these things is far too small for it to be absorbing microorganisms. You can observe it in larger pieces of transparent silicone after autoclaving - which, through the pressure it uses, forces the silicone to take on water, which you can see as cloudiness in the silicone. This cloudiness gradually dissipates from the outer surface over a period of a couple hours. The main concern of this retention is for people to absolutely avoid exposing Kaos product in a chemiclave or soaking in chemicals, as you will simply be making yourself a piece of toxic jewelry.

How do you dye your silicone?

Our silicone is not dyed. It has pigments dispersed within it. These pigments will not leach or bleed.