Shipping & Returns
Kasentex Shipping Policy
We strive to ship your order within one business day. In most cases your order will ship within 24 hours excluding weekends and holidays. It is possible that on rare occasions, your order will require up to 48 hours for processing and packing before it is shipped.
- You can expect to receive your order within 1-5 business days.
- We are currently not shipping to Alaska, Hawaii, Puerto Rico and US Territories.
- To be eligible for same day shipping, please place your order by 3 PM EST Monday-Friday, excluding holidays. P.O. Box destinations will only ship via USPS.
To cancel an order before it leaves our facility, call one of our Customer Service Specialists toll free at (908) 801-0068. Once an order is with the carrier, we have to wait up to 24 hours before we can void the shipment.
If your order is lost, stolen, or damaged, please call Customer Service and we will file the claim with the carrier. We are not directly responsible for any lost package once it leaves our facility and is in the hands of the carrier.
Kasentex Return Policy
STANDARD Kasentex Return Policy -
We want you to be satisfied with your purchase.
Most products can be returned in new condition, with the original packaging along with your order number. Please see our terms and conditions below.
After the product has been returned and you are approved for a credit, all credits should take within 3 – 5 business days to post on your credit card. Depending which type of credit card you have, you may have to check with your bank or credit card merchant regarding the transaction time to reflect on your card.
- Will be issued in the same form as the original method of payment
- If the card is a under a different name, we may need the card holder’s consent to be able to authorize a return.
- May require identification
30 Day Return:
Return begins after the product has been delivered to the shipper’s address, this can be found by the carrier’s declaration of delivery. Transit record should be posted on their website.
- Return time period begins from the date it was delivered.
- You have 3 days to notify us of any damages (see RETURN POLICY EXCEPTIONS and OTHER TERMS).
- Cancellation, restocking fees may apply (see RETURN POLICY EXCEPTIONS and OTHER TERMS).
Fees: (not applicable item is defective, or incorrect product was delivered):
- A 15% cancellation fee will be charged on any Item cancelled more than one day after purchase, but prior to delivery.
- A 20% restocking fee is charged on all items that are received in good condition
- All item returns must be requested by the original buyer by contacting the Kasentex prior to returning the item. The preferred method is via the online contact us page. Once the customer service agent has approved the item for return, the item must be returned directly to Kasentex in new condition, with the original packaging and any included products with the original package accessories, along with the order invoice/receipt.
- If you do not receive a RA# then you are responsible for the shipping cost. Only if you receive an authorized RA# instructions on how to ship will be explained and steps to do so will follow.
- Except where noted above, exchanges are usually not allowed. A Kasentex representative may choose, at its sole discretion, to allow an item to be exchanged instead of returned as an exception provided that the items being exchanged are the same price.
DELIVERY & ITEMS RETURN POLICY EXCEPTIONS:
- Damage reporting requirements:
- Carefully examine your purchases upon delivery. If any visible or functional damage is noticed, delivery should be refused. By accepting delivery, you are acknowledging that the items have arrived in good condition.
- You must report any damage (visual or functional), within 3 days of delivery to be eligible for a return. If these items are not reported within this time frame, the return will not be accepted.
- If a product is missing an item in the package, we will try to replace it or offer a refund. Repair, replacements, or refunds are at the discretion of Kasentex depending if we have the same color, fabric, style, model available in stock. We can offer a comparable product if its suitable for the customer.
Return requests must be submitted within 30 days of delivery.
Items being returned must be shipped within 14 days of the date the return was authorized by Kasentex for holiday products, including but not limited to Valentine’s Day, Easter, Halloween and Christmas products which must be mailed or shipped prior to the holiday.
After the return period, the item is not eligible for return.
If you return an item bought as part of a promotional offer, we will refund what you return minus the value of the discount. Examples: using promotional codes, gift cards, free or bonus items received with purchase. Note that certain promotion codes are invalid after a promotional period has expired.
We reserve the right to limit or decline a refund or exchange.