Copy of Shipping & Returns IPS-891

CUSTOMER SUPPORT

 

COVID-19 Updates

As the situation around novel coronavirus (COVID-19) continues to evolve, we are doing everything we can to maintain the highest standards of cleanliness and hygiene to keep our customers and employees safe and healthy. Additionally, we continue to monitor for government updates on new regulations issued on a daily basis and adapt as needed. Our online store is currently fully functional and we will continue to launch new products for our customers. Due to the additional precautions our fulfillment center is taking, please expect a delay in shipping and return processing. Ground orders can be expected to ship from our distribution center within 3-5 business days. Refunds on eligible returns will be processed within 10 business days from receipt.

ORDER STATUS

If you are a registered customer, you can access your order history by logging into your account using the credentials you used to create your account. You will find the “My Account” link located at the top of each page. Once you have accessed your account, you can click on the “Track Order” link for order status. If you are not a registered user, you can contact Customer Service at 855-655-8974 or by clicking on the "Help" tab located to the right of each page. Customer Service hours are 8am to 5pm (PST/PDT) Monday through Friday.    

SHIPPING & DELIVERY

HOW ARE PRODUCTS SHIPPED? 

Orders are shipped Monday to Friday. Orders placed before 11:00 am PST will generally be shipped out on the same day*. Orders placed after 11:00 am PST will generally be shipped out on the following day with the exception of orders placed on a Friday. Those orders will ship out on the following Monday or next Business day (if Monday is a holiday). Orders may take 72 hours to process and ship. You will be notified via email once your order has been shipped. We do not offer weekend shipping. Shipping times can vary based on method chosen and delivery location. Hawaii and Alaska shipping is only available via 2 day and overnight. Int’l orders must clear import/export regulations which could add to the shipping time of an order. We currently do not ship to APO/FPO and P.O. Box addresses.

*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.

Orders are shipped via the method chosen at the time the order was placed. Please note that all shipping times are in business days. We currently offer 3 shipping methods for Domestic orders: Ground Shipping, 2-Day Shipping, and Overnight Shipping. For Int'l orders, we use USPS.

We currently ship to the following countries: American Samoa • Antigua and Barbuda • Argentina • Armenia • Aruba • Australia • Austria • Bahamas • Barbados • Belgium • Belize • Bermuda • Bolivia, Plurinational State of • Bosnia and Herzegovina • Brazil • Bulgaria • Canada • Cayman Islands • Chile • Colombia • Costa Rica • Croatia • Cyprus • Czech Republic • Denmark • Dominica • Dominican Republic • Ecuador • El Salvador • Estonia • Fiji • Finland • France • Germany • Gibraltar • Greece • Greenland • Grenada • Guadeloupe • Guam • Guatemala • Haiti • Holy See (Vatican City State) • Hong Kong • Hungary • Iceland • India • Ireland • Israel • Italy • Jamaica • Japan • Korea, Republic of • Martinique • Mexico • Monaco • Netherlands • Netherlands Antilles • New Zealand • Nicaragua • Norway • Panama • Paraguay • Peru • Philippines • Poland • Portugal • Romania • Saint Kitts and Nevis • Saint Lucia • Saint Vincent and the Grenadines • Singapore • Slovakia • Slovenia • Spain • Sweden • Switzerland • Taiwan, Province of China • Thailand • Trinidad and Tobago • Turkey • Turks and Caicos Islands • United Arab Emirates • United Kingdom • Uruguay • Venezuela, Bolivarian Republic of • Virgin Islands, British • Virgin Islands, U.S. *Please note that all International shipments are sent DDU. All duties and taxes and brokerage fees shall be borne by the purchaser.  

Free Shipping on Orders $50+

Free Ground Shipping on orders of $50 or more is valid through 12/25/22. Free shipping reflected at checkout. Does not apply to duties, taxes and/or previously placed orders. When promo codes are applied at checkout, shipping will be recalculated. Additional fees apply for 2-Day Shipping and Overnight Shipping, where available.  

 

RETURN POLICY

*For the holiday season, we're happy to offer our customers an extended return window. Orders placed between 11/1/2022 and 12/24/2022 for clothing, accessories and home products will be eligible for return through 01/23/2023. Items purchased after this period will qualify for our standard 30-day policy. Please note: All existing policies, exceptions, and exclusions apply for the holiday extension.

**Items marked as Final Sale are not eligible for a return. Napkins, candles, ceramics, and glassware are final sale. 

Karen Kane will accept returns for clothing, accessories and home products purchased on the KarenKane.com store within 30 days from receipt.
Returns will not be accepted if the original tags have been removed. Returns received after the return acceptance window will not be accepted. No store credit will be issued. All refunds will be issues to the original payment method used. Please note that shipping charges are non-refundable. All customers will be subject to a $10 return label fee if used. 

Enclose the packing slip inside the package, attach the pre-paid, pre-addressed FedEx Return Label to the outside of the box, and drop it off at your closest FedEx location. No additional postage required. A $10.00 fee will be automatically deducted for the return shipping cost when you use our Return Label. This service is only available in the United States. You may also send the merchandise back using any other traceable method at your expense.

International returns. The customer is responsible for all duties, taxes or brokerage fees. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we process your refund.
 

EXCHANGES

Karen Kane currently does not offer exchanges. To make an exchange you will need to follow the return process and place a new order for the item you would like to exchange for.  

HOW TO RETURN AN ITEM?

Returns can be sent using one of the following options
    1. Using the return label that was enclosed on the outside of your shipment OR
    2. Click 'Request A Return' below to look up your order and receive a printable return label. 


HOW WILL MY RETURN BE PROCESSED?

Once a return arrives at our warehouse it will take us 10 to 14 days to receive, inspect and process. You will be notified via email once your return has been completed. Rejected returns will be sent back to the shipping address on your original order.  

REFUSALS

Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Karen Kane and the customer will be credited for the product cost and tax, less shipping and handling Customer will be required to place a new order and will be responsible for any associated shipping charges.  

CANCELLATIONS

In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, please contact customer service by clicking on the "Help" tab located to the right of each page or call 855-655-8974 as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit. Out of stock/backorders: If you need to cancel and item/order that is out of stock or on backorder, please contact customer service by clicking on the "Help" tab located to the right of each page or call 855-655-8974. Once your item/order has been cancelled, you will be notified via email via a cancellation confirmation. If for any reason your order is unable to be cancelled and has been shipped, you will need to follow the Returns process to return the product for credit.  

PRICING, PAYMENT & REFUNDS

All prices are displayed in US Dollars. International orders will be billed at the then current currency conversion rates. We accept Visa, MasterCard, American Express and Discover credit cards for payment. We also accept PayPal. Your credit card will be billed when your order has been placed. Any applicable credits or refunds will be applied back to the credit card or PayPal account used for the original purchase. We charge sales tax for all online orders that are being shipped to locations in Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming. Other states are not charged at this time.
For Colorado Residents: Starting July 1, 2022 there will be a delivery fee of $0.27 automatically added to purchases. Retailers will have to collect the $0.27 fee every time they deliver taxable goods to a Colorado address. The $0.27 fee applies to retailers selling taxable tangible goods for delivery by motor vehicle to Colorado consumers. Click here to Learn More. Coupon and other Promotional codes are limited to one per order. They cannot be combined. *Please note that all International shipments are sent DDU. All duties, taxes and brokerage fees shall be borne the purchaser.

How Do Preorders Work?

Preorders allow you to purchase an item that has not yet been released for shipping. The preorder purchase will guarantee you the quantity of the item you purchased when it becomes available. Preorder items are clearly marked as preorders with the “add to cart” button changing to a “preorder” button. There will also be an expected shipment date listed on the product page. The preorder process works as follows:
  • You add the product(s) to your cart as you would any regular, in stock product
  • You complete the checkout process and receive your order confirmation
  • Your payment method is billed for the full order total at the time of purchase (completing the order)
  • Your order will be on preorder hold until the item(s) you purchased are available
  • When the item is available to ship, your order will be fulfilled and shipped. You will then receive a shipment confirmation email with a tracking number to track your order.
If you ordered both a preordered product and an in stock product, the in stock product(s) will be processed and shipped without delay and you will be billed for the shipped product(s). The preordered product(s) will remain on preorder until it is available. At that time, the product(s) will be released for fulfillment and shipment. You will then be billed for the product at the time the order is placed and will receive a shipment confirmation email.  

PRICING ADJUSTMENTS

If KarenKane.com makes a permanent price reduction on a product featured on our web store, you may request reimbursement for the price difference within 7 days from the ship date. The color and size of the item(s) to be adjusted must still be in stock at the time of adjustment. Only items purchased at full price are valid for price adjustments. Please note that promotional sales prices are not permanent price changes and are not included in this guarantee. Contact Customer Service at 855-655-8974 to request a price adjustment.  

UPDATING ACCOUNT INFORMATION

If you are a returning customer, you can easily update your information by logging into your account. You will find the "My Account" link located in the top of each page. Once you have accessed your account, you can click on the "Account Information" link to update your account information.