SHIPPING AND PROCESSING
How long is the processing time?
Once payment has been made, 99% of all orders leave our fulfilment centre within 1-3 days. They will be sent to the shipping company and from there it will be completely handled by them.
Do you deliver internationally?
Yes. We ship to most countries worldwide.
Where will my item(s) be coming from?
Our fulfilment centres are located in the US and China. We source our products from only the most experienced and reliable manufacturers.
How much does shipping cost?
Most of our products are offered with free shipping.
How do I place an order?
Simply choose your color or size if applicable from the dropdown menu on the product page, then click the "Add to Cart" button and proceed to checkout when you are done shopping.
Which forms of payment do you accept?
We accept Visa, MasterCard, American Express and other popular cards. We also accept payment via PayPal as well.
How secure is my personal information?
Kai Direct adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
Can I cancel my order?
We only allow order cancellation if your order has not yet been processed for fulfilment.
You can check with a support team member at firstname.lastname@example.org who can advise of this.
We will do our best to assist you, but please understand that once we have sent out your order to the postal company, we no longer are able to cancel your order.
Can I make changes to my order/shipping address?
We usually have already sent out your order after 24 hours from the time you make payment.
If a change needs to be made to your order, please contact us at email@example.com ASAP and we will do our best to accommodate that change.
However we cannot make any promises.
Will I receive a tracking number?
A shipping confirmation email with your tracking number will be emailed to you once it is issued.
Why have I not received any order confirmation details?
Often this is because you have accidentally entered your email wrong.
If you believe you may have entered your email wrong please contact us via firstname.lastname@example.org and we will fix it for you.
Also, please check your SPAM folder to see if your confirmation email was sent there.
What happens if I am not at home for delivery?
Anyone at home can receive the package on your behalf. If no one is at home, the postman will leave a collection slip and you will have to proceed to the post office to collect your package. Or they will simply call you at the phone number you left with us.
RETURNS AND REFUNDS
Our Return Policy
If your product is defective or doesn't work properly, let us know and we'll send you a replacement one.
Several types of goods are exempt from being returned.
We do not accept returns of products that are intimate or sanitary goods, health and personal care items, hazardous materials, or flammable liquids and gases.
Please email email@example.com to initiate a return and we will provide with appropriate instructions.
Return Shipping Information
You will be responsible for paying your own shipping costs for returning your item.
If you are shipping an item over $30, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Our Refund Policy
We offer a 100% money back guarantee on all items defective on delivery and orders undelivered in 60 days.
We are also able to send replacement items if you would like.
Please contact firstname.lastname@example.org for more information on your refund request.
If your order arrived damaged, please attach photos for proof so we can make it right for you as soon as possible.
Our Refund Policy lasts 7 days. If 7 days have gone by since you received your order, unfortunately we can't offer you a refund or exchange.
Our Order Cancellation Policy
Depending on whether we have sent out your order already, we are able to process your order cancellation and refund back your money.
However, if your parcel has already been shipped you may have to wait for your parcel to arrive before you can return them to us.
LIMITED LIFETIME WARRANTY [OPTIONAL ON SELECTED PRODUCTS]
Purchase of the LIMITED LIFETIME WARRANTY which is an optional extra on a selection of products, assures the original owner that, for the practical lifetime of your Kai Direct Product, if the product fails due to a manufacturing defect, we will repair or replace it, at our discretion.
Only original, unaltered and unmodified items and workmanship are covered. This warranty does not cover damage caused by normal wear and tear, improper care, misuse, accident, neglect, exposure to any substance or an environment that degrades the product, or the natural breakdown of materials over time.