FAQ
When does registration open and close?
Registration for each monthly KandiXchange opens on the 1st and closes on the 7th at 11:59 PM (local time).
To complete your registration, you must submit a fully completed questionnaire. Incomplete or missing forms will result in an automatic refund and removal from that month’s exchange.
When will I receive my match?
Matches are sent out on the 8th of each month to your email.
Your match email will include your partner's name, address, shipping deadline, and a link to submit tracking info. Please check your inbox and spam folder!
When is the shipping deadline?
All packages must be shipped by the 22nd of each month.
You’re also required to submit your tracking number via the form linked in your match email to confirm participation and keep our system accurate.
What if I’m running late?
Life happens — that’s okay!
If you're unable to ship by the 22nd, you must fill out the Shipping Update Form by the end of the month.
If we don’t receive tracking or a valid update before the next month opens (on the 1st), a strike will be issued.
What is the strike policy?
To protect the integrity of the exchange and honor participants' efforts, we use a 3-strike system:
- Friendly reminder + policy recap
- Formal warning + monitored participation
- Removal from future exchanges
Strikes are only issued when a participant fails to communicate or follow through. We always allow space for honest updates and understanding.
What if I never receive a package?
If your match didn’t come through, we’ve got your back.
You can fill out a “Missing Package Form” and we’ll try to pair you with a Kandi Angel — a volunteer who can step in to make sure you still receive something special.
How do I contact support?
All questions about orders, tracking, or issues should go through:
thekandixchange@gmail.com
Support Form!
Please don’t DM us for support — we don’t want to miss your message! For transparency and organization, email is the only official support channel.
What’s a Kandi Angel?
Kandi Angels are community volunteers who send a backup package when someone doesn’t receive theirs. You can sign up to be one any time, whether you missed the monthly exchange or just want to help out.