HOW MUCH DOES SHIPPING COST?
Shipping costs vary depending on the shipping destination and the number of items that you purchase. You can get a calculation of your exact shipping charges by adding items to your cart, proceeding to checkout, and entering your mailing address. The shipping cost will automatically update and display in your total costs.
WHERE DO WE DELIVER?
We provide worldwide shipping.
HOW LONG WILL IT TAKE FOR THE BUYER TO RECEIVE THEIR ORDER?
On average, merchandise is produced and shipped from our facility 1-2 business days after purchase. Standard shipping/transit times apply (5-10 days for domestic and 7-15 days for international).
（Due to the COVID-19, more days is required for delivery）
CAN THE ORDER BE DELIVERED TO MULTIPLE ADDRESSES?
We do not offer the shipment to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately.
DO YOU OFFER DELIVERY TO PO BOXES OR MILITARY APO/FPO ADDRESSES?
Yes, we can send shipments to PO Boxes and Military APO/FPO addresses.
WILL I BE CHARGED VAT TAXES?
Items shipping internationally from the US are shipped DDU (Delivered Duty Unpaid) and we do not collect VAT (Value Added Taxes). All taxes, duties, and customs fees are the responsibility of the recipient of the package.
Depending on the receiving country, your package may incur local customs or VAT charges. We recommend contacting your local customs office for more information regarding your country’s customs policies.
Changed your mind about the order? No problem!
Order is only eligible for modification within 24 hours after you have placed your order.
Note: Once your order is being processed or in transit, we can no longer make any modifications for you.
WHAT IS YOUR RETURN AND REPLACEMENT POLICY?
Your satisfaction is our #1 priority.
We will process a replacement without any extra fee on your part if you have one of the problems below:
- Non-receipt of the product within the guaranteed time (20 days excluding 5-7 days of processing);
- Receipt of a wrong item (wrong customized information on the product, wrong product or blurry product)
- Receipt of a damaged product (broken).
Note: In case you do not want a replacement, you can request for a refund.
We do not process a refund in the following cases:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested)
- Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country’s customs, being delayed by a natural disaster, showing “delivery” in the tracking system, having been shipped into your mailbox but gotten lost).
The time frame for refund is 15 days. Click Contact us and submit refund requests within 15 days after the guaranteed period for delivery (20 days) has expired. You can do this by sending a message on the Contact Us page.
Because our products are printed and unique, we only process replacements in case your order meets the 5 criteria listed below:
- Within 5 days after receiving your order, you have to notify us of the defective product;
- The product has been crushed or damaged;
- The print quality is blurry or not the same as the pictures on our website;
- The product is of a different design or size from your order
- If you cannot connect to our ticket system above, please contact us at Email:server@Kickhound.com
WHAT EVIDENCE SHOULD I SUBMIT FOR RETURN OR REPLACEMENT?
Information of your order: ID order, name and email you used to place the order, name of product and date of order.
All evidence to clarify the shipping/product error is very important to our replacement process.
All required pictures must be sent. Otherwise, we cannot process the replacement items.
You can find the following attached pictures as examples:
- Picture of the shipping label;
- Picture of the product
- Picture of the product and the error you discovered (flawed material, different design, different size).
If your request is approved, the refund will be credited to your account or to the original method of payment within 7 business days.
WILL I BE INFORMED ON THE APPROVAL/REJECTTION OF THE RETURN OR REFUND?
After receiving your request of return or refund contain all the information we need as mentioned above, we will investigate your issue, the handling request time will be within 5 days so we will send you a notification email to let you know that your request is approved or reject within 5 days.
When your product is eligible for a refund, we will refund you within 7 business days.
Your refund will be sent to the original payment method you used to place your order.
Shipping charges are not refundable. Buyers are responsible for shipping fee so If you receive a refund, the return shipping fee will be deducted from your refund.
Please return the item to our address: 11coolgrey.com-Address:640 Christie Way,Marlboro 01752,Massachusetts,USA
Overdue or missing refunds
If you have not received your refund, or replacement within 10 days after your request is approved, please contact us via “Contact” in our Website or send us an email at email@example.com.
Contact Us: Email:firstname.lastname@example.org