Frequently asked questions

Have questions? We’re here to help

DISPATCH AND DELIVERY

What are your delivery times and costs?

1. Our warehouse operates Monday to Friday, excluding holidays. Specific delivery times and costs can be found [HERE].
2. Please note that the delivery date provided at checkout is an estimate and not guaranteed. Weekends, holidays, and weather conditions can affect delivery times, and shipping costs will not be refunded for these reasons.
3. We are unable to ship to PO Boxes or APO/FPO/DPO addresses.

How can I check if my order has been shipped?

You will receive an email notification as soon as your order leaves our warehouse. You can also track your order by logging into your account at kailasgear.com. To find your tracking number, go to “Order History,” select the relevant order, and click on "Track my order." You can track your order through this link: Order Tracking.

PRODUCT SUPPORT

Need help choosing the right product? Contact an expert today!

Our team of experts is here to help you choose the right gear. Feel free to reach out via email at service@kailasgear.com for personalized advice and assistance with placing your order.

How do I care for my shoes?

Kailas shoes are crafted from premium materials. To ensure their longevity, please follow the care instructions provided. For detailed guidance, contact our customer service team.

How can I check product delivery times?

The estimated delivery date for your location will be displayed during checkout. The delivery date will be shown next to each shipping method option.

How do I select the right size for my running shoes?

Based on customer feedback, our shoes tend to run slightly tighter for casual wear. If you plan to use them for everyday activities, we recommend sizing up by one size. However, for professional sports or competitions, your usual size should provide a snug and comfortable fit.

How will I be notified when an item is back in stock?

If a product is out of stock, click the “NOTIFY ME WHEN AVAILABLE” link on the product page and enter your email address. You will receive a notification as soon as the item is back in stock.

Where can I find Kailas size charts?

 Size information can be found on the product pages.

RETURN & REFUNDS

How can I return an item purchased from kailasgear.com?

To initiate a return, please contact our Customer Support team.
Returned products must meet the following conditions:

1. Unused with tags and in their original packaging
2. Returned within 30 days of receipt
3. Packaging must be undamaged (opened carefully)

How much will it cost me to return a product?

1. If the return is due to an error on our part, we will cover all return shipping costs.
2. If the return is due to size issues or personal preference, you will be responsible for the return shipping fees and any applicable customs duties. The cost of return shipping depends on your local courier, and any customs duties will be determined by the customs authority in your area.

What should I do if I believe my product is defective?

If you suspect that your product is faulty, please contact our customer service team at service@kailasgear.com for assistance.

Can I return or get a refund for products bought from other Kailas stores?

Items purchased outside kailasgear.com must be returned to the original store. We can only process returns and refunds for products bought directly from kailasgear.com.

ELITE ATHLETES ENDORSE SHOE CARE

How should I maintain my running shoes?

1. Avoid prolonged exposure to high temperatures.
2. Do not use running shoes for activities like soccer if they are designed for jogging.
3. Do not use road shoes for trail running.
4. Rotate between two pairs of running shoes to maximize their lifespan.
5. Keep them away from sharp objects.

How do I clean my shoes after use?

1. Prepare mild detergent, an old toothbrush or soft brush, cardboard, and a stain remover cloth (avoid harsh cleaning agents).
2. Clean the outsole by using a hard brush to remove dirt.
3. For the upper, remove laces and insoles, then use a soft brush to remove dust, soak the upper in mild soapy water, scrub off any dirt, and rinse with clean water.
4. Clean insoles with mild soapy water or a baking soda solution, rinse, and let air dry.
5. Rinse shoelaces with water.
6. Dry shoes in a cool, dry place (remove insoles) and let insoles air dry under the sun.

How do I choose the right size for running shoes?

It is recommended to choose running shoes that are half a size to a full size larger than your regular casual footwear for a comfortable fit.

How do I know when my running shoes are no longer usable?

Inspect the tread on the soles. If the traction and slip resistance have diminished, it's time to replace your shoes.

GENERAL QUESTIONS

Can I combine my promo code with other offers?

Promo codes cannot be combined with other discounts, sales, offers, or coupons. 

How can I receive the latest information about Kailas and its products?

To stay updated on the latest news and products, simply subscribe to our newsletter by entering your email address in the field at the bottom of our homepage.

Can I change my delivery address after submitting my order?

1. If your order has not been shipped, please contact our customer service team to request a change of address.
2. If the order has already been shipped, track the package and contact the local carrier when the package reaches the local facility to inquire if the address can be changed.

How can I receive the latest information about Kailas and its products?

To stay updated on the latest news and products, simply subscribe to our newsletter by entering your email address in the field at the bottom of our homepage.

I forgot to use my promo code; can I apply it after placing my order?

Promo codes cannot be applied after your order has been submitted. However, they can be used for future orders as long as they do not have an expiration date.

How can I confirm that my order has been received?

After placing your order, you will receive an automatic email confirmation with a summary of your purchase. Please ensure that the email address used is correct, as all order-related information will be sent there. If you do not receive a confirmation email, please contact our Customer Service team.

What should I do if I am unable to complete my transaction?

If your payment is declined, please ensure that your card number and expiration date are correct, and verify that your bank has not blocked the payment. For security reasons, our Customer Support team cannot access your bank details, but they can offer guidance if needed.

What payment methods can I use to pay for my order?

We currently accept PayPal as a payment method on Kailas.com.

Contact Us

Our team is ready to answer your questions about our products and services via email
Thanks for contacting us. We'll get back to you as soon as possible.

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