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FAQ

Shipping Policy

ORDERS CAN ONLY BE CANCELLED IF THEY HAVE NOT BEGUN PROCESSING. THE WAREHOUSE BEGINS PROCESSING VERY QUICKLY, SO PLEASE MAKE SURE YOUR ORDER IS CORRECT BEFORE SUBMITTING.

The Warehouse usually ships within 24 hours (excluding Sundays and holidays). Your tracking number is automatically emailed to you at the time of shipping. Such rapid shipping is usually a good thing, but it does make it difficult to cancel an order once placed unless you contact us very quickly! Once an order has begun processing, it cannot be cancelled. Also, orders cannot be altered or combined, but they can be canceled if the order has not been processed. This is because our website automatically generates the labels and Customs forms, and it does so base upon the order, hence the package contents must exactly match the order. This means to alter an existing order, the old order must be canceled and a new order created.

WE ARE UNABLE TO ACCEPT LOCAL PICKUP ORDERS. ALL ORDERS MUST BE SHIPPED. ALL ORDERS MUST BE PLACED ONLINE, OR IF NEEDED, BY PHONE. WE APOLOGIZE FOR ANY INCONVENIENCE THIS MAY CAUSE.

USA Shipping Policy:

We guarantee shipment delivery. This means that for US shipments, we guarantee the US Postal Service will record delivery within 15 business days (excludes Sundays, Saturdays, and holidays) for Priority Mail shipments, and 20 business days (excludes Sundays, Saturdays, and holidays) for orders that must be shipped via Ground (although unusual, every once in awhile it takes that long). If they do not record delivery within that time, we will reship your order upon request. However, once the US Postal Service records delivery, our delivery guarantee is satisfied, and our shipment obligation has ended.

International Shipping Policy:

For International shipments, our shipping guarantee only extends to the point where the package arrives at an ISC International Sort Facility, International Transfer Airport or International Distribution Center, but again we guarantee that tracking will show that this occurs within 20 business days, or we will reship your order on request (the reason we guarantee only to the ISC Sort Facility or International transfer airport or distribution center, is because the next stop is Customs at the foreign country, and foreign Customs often does not scan the item again until *after* they are done with it, which unfortunately sometimes takes several weeks). However, once tracking with the US Postal Service shows that the package has arrived at the ISC Sort Facility or Transfer Airport, our delivery guarantee is satisfied, and our shipment obligation has ended.

All US shipments are shipped via USPS Priority Mail (with delivery confirmation).

All international shipments are shipped via USPS Priority Mail International. 

For legal and insurance reasons, we are required to claim the full value of the order on all customs documents for all international shipments. This value is the price you paid for the order, not including shipping. If you have a concern about the amount of customs fees that you may be charged, please contact your local authorities. Customs fees are a tax levied by your country, and we have no control over them, nor any knowledge of what they might be. It is the customers responsibility to know/pay any incurred Customs or Post handling fees. You will need to talk to your Customs Office for more information on what these fees may be prior to purchasing.

Refund policy

You may return any item within 30 days for a refund. Items returned must be in the same condition as received, and you must pay the return shipping fee (shipping, in either direction, is never refunded unless the return was due to a mistake made by us).

When an exchange is desired, all exchanges are handled as a refund for the original item, followed by a new order for the new item. You can see from that we don't really do exchanges-- we only do refunds, which leaves you free to reorder whenever you wish, and it gives us a simple, uniform way to handle all returns.

If you return anything, we only need something with the return that identifies the order from which it was purchased. A copy of the order included with the return works well for that, but anything that helps us identify the original order can be used. Once we receive the return, and identify the order that it was purchased from, we will refund the same funding source that was used to place the original purchase.

Our return address is:

Kinby
2140 South 3600 West
West Valley City, Utah 84119