FAQ
If you check out using the Checkout or Shop button directly from the cart page, you’ll see an “Add a tip” section below the payment method selection. This option only appears when you use the standard cart checkout.
If you check out with PayPal or another express payment option, the tip section will not appear. These methods use their own checkout flow, so it isn’t possible to add a tip there.
If you believe the tip option should be visible but isn't, please email us a couple of screenshots and let us know which device you're using and whether you're logged into a Shop account. We're always happy to look into it and make sure everything's working properly, and we truly appreciate you letting us know.
And truly, even just asking means a lot. Your support is so appreciated.
Firstly, please check the product page for that item to see whether the crystal variety is listed in the dropdown information boxes beneath the main description. We've worked hard to build an extensive crystal encyclopedia and information system, including indexing and labelling Kenna's new varieties with each restock.
If you still can't find the crystal type on the product page, please post a clear photo and video in Kenna's Discord server, and someone from our team or community will help you identify it.
You can also submit a contact form request, and Kenna, Dan, or another staff member will respond as soon as possible.
Kenna sources crystals from trusted suppliers around the world, with a non-negotiable commitment to ethical, environmentally responsible, and socially responsible practices. If you have questions about a specific crystal, please submit a contact form request or join Kenna's Discord; either Kenna, Dan, or a logistics staff member can provide more information.
Also, don’t forget to read the crystal’s description. We may have added the locality in there.
Yes! Kenna uses paper-based packaging (tissue paper, stickers, tape) and biodegradable or recyclable materials whenever possible. On your first order, look out for the included biodegradable instructions on how to deconstruct and recycle or reuse the materials used to pack your order.
If a material isn't eco-friendly, it means there wasn't an accessible alternative that met Kenna's standards or needs. Rest assured, Kenna will switch over as soon as we find one that works perfectly for her.
Suggestions are always welcome; just submit a contact form request or join Kenna's Discord server.
Yes! We recommend using PayPal Express Checkout, which offers flexible payment options for eligible customers. These may include Pay in 4 (four interest-free payments over six weeks on purchases from $30 to $1,500) and Pay Monthly, which offers longer repayment terms with variable interest rates for larger purchases. Both options let you split the cost at checkout.
Yes! Kenna ships worldwide. Shipping times and import duties may vary depending on your location.
Kenna's Cosmic Collection is not available for delivery to the EU at this time, but this does not affect crystals, stickers or any other items.
Please allow up to 20 business days for your order to be fulfilled and shipped, especially if you place your order at the beginning of a restock.
This timeframe will be significantly reduced if you purchased Express Processing. Orders are packed chronologically, and express orders move to the front of the line. Once your parcel is ready for pickup by our shipping partner, you'll receive a shipping confirmation email.
Please view our full Shipping Policy here.
Yes! You can add Express Processing to an existing order as long as it has not been fulfilled yet. Simply include your order number in the form on the Express Processing product page or add it to your order notes for our team to find.
No. Express Processing shortens processing time, not shipping speed. Shipping times depend on the carrier and your location. However, your order will leave Kenna's hands much faster.
Processing is the time our team spends preparing your order before it leaves Kenna's building. This includes pulling your crystals, intuitively selecting pieces, quality checking, packaging, adding confetti and collectible butterflies, and getting everything ready for pickup.
Shipping begins after your order has been processed and handed off to our shipping partner. Shipping time is the carrier's delivery timeline and depends on your location, chosen shipping method, and customs clearance (especially for U.S. orders).
Canada: 3-5 business days
United States: 3-5 business days*
*This is very dependent on the US Customs and Border Protection (CBP) processing times.
Other International: 2–5 weeks
Tracking information will be sent to your email once your order ships.
Tracking updates can take several days once your parcel leaves Canada. If it's been more than 10 business days without movement, please submit a contact form request, and we'll help you out.
Yes! In your account menu, go to your order's status page, open the Manage dropdown menu, and select Add Order Note.
No, but we'll always try our best to choose something close that fits your preferences.
Products are chosen intuitively and on a first-come, first-served basis, unless crystals are specifically lettered (e.g. A, B, C), in which case, you'll receive the exact specimen shown.
Numbering the listings by value (111, 222, etc.) and intuitively picking them ensures everyone has an equal chance of receiving a beautiful, high-quality piece because they are all exactly that: high-quality and beautiful.
It also keeps our workflow fair and manageable. With the volume of orders we receive, it would be far too time-consuming for Kenna or a team member to go through every available crystal variant with each customer one-on-one.
Please do not reach out asking for individual walkthroughs or picks for numbered listings. It isn't fair to other customers, and although we genuinely have a hard time saying no because we love you, it isn't fair to our small team either.
Kenna and the team put tremendous love and intention into every order. We always read and respect your order notes, and we are happy to choose based on your preferences, such as "I prefer dark blue flash if available, please," or "I prefer a shorter tower if available, please." Just keep in mind that the specific preference you're hoping for may not be available at the time of your order.
For listings with significant variations, especially higher-priced, unique pieces, we offer lettered listings that let you choose the exact specimen you want. For minis and other intuitively chosen items, please trust our logistics team, Kenna, and Dan to select your piece with care, love, and intuition.
Unfortunately, no. Due to inventory tracking, logistics, and accounting, the logistics staff can't make individual swaps while processing your order, as it could result in another customer's order missing a crystal. If you'd like crystal recommendations for your specific needs, please join Kenna's Discord server before placing an order and ask in the questions channel.
If you want to be surprised and have a staff member choose a box based on your affirmation, metaphysical needs, colour palette, or overall vibe, we highly recommend waiting until the next Pick Box restock. Pick Boxes are explicitly designed for intuitive, theme-based selections and are fully integrated into our inventory system to prevent errors.
Unfortunately, no. If mystery boxes or specific crystals are sold out, it means that inventory is unavailable. For fairness and logistical accuracy, the team cannot take items from other customers' orders or available inventory. You are welcome to suggest crystals or bundles you'd love to see in future restocks in Kenna's Discord suggestions channel. Thank you sincerely for your support!
If you'd like to receive a mystery crystal that's intuitively chosen for you, please purchase a Mystery Pick when they're available. We kindly ask that you respect the no-requests rule for these items.
If you want to be surprised and have a staff member choose a box based on your affirmation, metaphysical needs, colour palette, or overall vibe, we highly recommend waiting until the next Pick Box restock. Pick Boxes are explicitly designed for intuitive, theme-based selections and are fully integrated into our inventory system to prevent errors.
TikTok packing videos are not always available for purchase. Kenna often prefers to select orders at random and film at her leisure. If you don't see any under Kenna's Signature Picks, there aren't any available at the moment. Thank you in advance for understanding.
To be notified when an item is back in stock, add it to your Wishlist by clicking the heart in the upper-right corner of the product image or clicking the "Add to Wishlist" button on the product page while signed in to your account. You'll receive an email notification as soon as the quantity is updated.
Kenna sources crystals from all over the world, and unfortunately, it's not always possible to restock the same crystal or quality again. If there's something you'd love to see return, join Kenna's Discord and post it in the suggestions channel. Kenna checks the Discord regularly and keeps an eye out during restock prep.
To be notified when an item is back in stock, add it to your Wishlist by clicking the heart in the upper right corner of the product image, or the "Add to Wishlist" button on the product page while signed into your account. You'll receive an email notification as soon as the quantity is updated.
Kenna rotates between different types of restocks. Sometimes it's a full Pick Box release; other times, Kenna features individual listings. To keep things organized and avoid logistical mix-ups, we only have one or the other active at a time. If you don't see individual listings, it's likely an all Pick Box restock, or we are almost at the next restock and are low on available inventory.
Check the countdown banner at the top of the website to see how close you are to the next restock.
To be notified when an item is back in stock, add it to your Wishlist by clicking the heart in the upper-right corner of the product image or the "Add to Wishlist" button on the product page while signed in to your account. You'll receive an email notification as soon as the quantity is updated.
Kenna is thinking about it! Your interest means a lot.
Keep an eye out, drop bracelet suggestions in Kenna's Discord, and sign up for emails to be the first to know when bracelets are available again.
Each restock is either all Pick Boxes or none at all. If you don't see any available, that restock didn't include them.
To be notified when an item is back in stock, add it to your Wishlist by clicking the heart in the upper-right corner of the product image or the "Add to Wishlist" button on the product page while signed in to your account. You'll receive an email notification as soon as the quantity is updated.
Pick Boxes are curated, mystery-style selections where you choose your size or theme, and Kenna intuitively picks your crystals. Each restock is either all Pick Boxes or none at all. If you don't see any available, that restock didn't include them.
Tarot cards are included as a special gift with orders that contain a tip. They're a small extra gift of appreciation from Kenna and the team.
To reduce paper waste and align with Kenna's eco-friendly values, we do not include business cards or additional printed instruction sheets with orders. You will, however, still receive your invoice with each order.
If you'd like a business card or instructions for a junk journal, keepsakes, or a personal collection, feel free to politely request one in your order notes when placing your next order, and we'll be happy to include it for you.
Each customer receives one sachet of complimentary crystal confetti per restock, regardless of how many separate orders they place. This ensures fairness and allows all customers to receive collectibles and freebies during that restock.
The complimentary collectible butterfly crystals include unakite, tiger's eye, rose quartz, snowflake obsidian, rhodonite, lepidolite, amazonite, flower agate, howlite, amethyst, clear quartz, and crazy lace agate. Kenna's often includes secret butterflies as well, which lie outside this list.
Download the Collectible Butterfly Sheet to track your progress and show us your collection in Kenna's Discord.
Unfortunately, no. The collectible butterflies are intuitively chosen, and part of the fun is the surprise. Discovering which butterfly will join your collection next is part of the experience and what makes them collectible.
If you receive a double, consider loving them both or gifting one to a friend or loved one.
You'll receive one collectible crystal butterfly per complimentary confetti sachet, which is one per customer per restock, regardless of how many orders you place. This helps ensure everyone gets a chance to receive freebies and collectibles.
Unfortunately, no. VIP gifts are automatically applied only to single orders that reach the $300 CAD threshold at checkout. We aren't able to go back and combine separate orders or manually add a VIP gift afterward, as this is too time-consuming for our small team. We sincerely apologize for any inconvenience this may cause.
That said, please don't worry. Kenna, Dan, and the logistics team always make sure our customers are well cared for and thoroughly spoiled with every order.
Our artist is currently working on these designs! We create all our art by hand, without AI, so it takes time to craft the magic. Thank you for your patience. Join Kenna's Discord to be the first to know when new designs are released.
All artwork is original and designed from scratch by Ciara Taylor (also known as CC), in collaboration with Kenna's vision. Each piece is handcrafted with intention, without AI assistance. You can meet CC and chat about the designs in Kenna's Discord community.