When will my order ship?
Most orders ship within 1 business day of purchase.
Orders placed on weekends or holidays will begin processing the next business day.
Do you ship nationwide?
Yes! We ship across the United States.
We currently serve customers nationwide with orders regularly shipping to states including California, Texas, North Carolina, Illinois, South Carolina, and more.
How will my order be shipped?
Orders are shipped using major carriers such as:
- USPS
- UPS
- FedEx
Shipping method may vary depending on package size, value, and destination.
Will I receive tracking information?
Yes. Tracking information will be emailed automatically once your order has shipped.
My package says delivered but I can’t find it.
Please:
- Check around your property/mail area
- Check with neighbors or household members
- Contact the shipping carrier directly
If you still cannot locate the package, contact us and we’ll do our best to assist.
Do you insure packages?
Higher-value orders may require:
- Signature confirmation
- Insurance
- Additional verification
This is done to protect both the customer and KGS.
Can I cancel my order after placing it?
We cannot guarantee cancellations once an order has entered processing or shipment preparation.
Please contact us as quickly as possible if changes are needed.
Preorder Policy
How do preorders work?
Preordering guarantees your reservation for an upcoming product release while supplies last.
IMPORTANT — Mixed Orders
If your order contains preorder items, the entire order will ship once all items become available.
Example:
If you order:
- 1 in-stock item
- 1 preorder item
Your order will ship together when the preorder item releases.
Want in-stock items sooner?
Please place separate orders for:
- In-stock items
- Preorder items
This helps avoid delays.
Release dates
Release dates are provided by manufacturers/distributors and may change without notice.
KGS is not responsible for manufacturer delays.
Can preorder quantities be limited?
Yes. Certain high-demand products may have:
- Quantity limits
- Allocation adjustments
- Order reductions/cancellations if oversold by distributors
If this occurs, customers will be contacted immediately.
Can preorders be canceled?
Preorder cancellation requests are reviewed on a case-by-case basis.
Special order or allocated products may not be eligible for cancellation.
Local Pickup Information
Where can I pick up my order?
Orders may be picked up at one of our store locations:
- Catskill, NY
- Poughkeepsie, NY
Please wait for your pickup confirmation before arriving.
How long does pickup take?
Most pickup orders are ready:
Next business day
Processing times may vary during:
- Major releases
- Events
- Holidays
- Convention weekends
How will I know my order is ready?
You will receive:
- An email confirmation
- Pickup instructions
Please do not arrive before receiving confirmation.
What do I need to bring?
Please bring:
- Valid photo ID
- Order confirmation email
Can someone else pick up my order?
Yes, but please contact us beforehand with:
- Their full name
- Order number
The pickup person must present a valid ID.
How long will you hold my order?
Pickup orders are generally held for:
7 days
If additional time is needed, please contact us.