Contact information

QUESTIONS & CUSTOMER SUPPORT

Need help? Our website chat can answer many common questions about products, sizing, preorders, production timelines, shipping, and store policies.

For an issue that requires personal review or action from The Kigu Stop team, please use the Contact The Kigu Stop page on our website.

ORDER & PRODUCTION QUESTIONS

For the latest preorder and made-to-order updates, please check our Stay in the Know / Pre-Order Production Update page.

Because items are produced in batches and different products may be handled by different production teams, we do not provide unpublished exact completion dates or individual production ETAs.

If your order is still within the published production timeline and you have not received tracking, this does not necessarily mean your order is late.

You will receive a tracking email when your order is ready for final shipment.

CUSTOMER SUPPORT RESPONSE TIME

Customer support inquiries are generally answered within 24–48 business hours.

Messages are reviewed in the order they are received. Response times may be longer during conventions, launches, holidays, high-volume periods, or other busy periods.

Please check your spam or junk folder if you are waiting for a response.

To help us respond efficiently, please avoid submitting multiple requests about the same issue. Include your order number and all relevant information in your original message whenever possible.

ADDRESS & ORDER CHANGES

If you need to request an address or other order change before your package has been transferred to the shipping carrier, please use the Contact The Kigu Stop page as soon as possible. Changes are not guaranteed and may no longer be possible depending on the order's production or fulfillment stage.

If tracking only shows “Label Created” and the carrier has not received the package yet, you may still submit a request to The Kigu Stop. Changes are not guaranteed.

If the carrier has accepted the package or tracking shows the package is moving through the carrier's network, The Kigu Stop can no longer change the shipping address because the package is no longer in our possession.

Once the carrier has possession, please contact the shipping carrier listed on your tracking information directly to ask about available delivery options, such as a package hold, delivery redirect, or address correction.

Carrier delivery changes are not guaranteed and are determined by the shipping carrier.