Shipping

How much will it cost to ship my order?
The shipping rates for orders in the US will be calculated at the time of checkout. If you are located in Canada, please proceed to shop on our US website.

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Please note that certain items may not be eligible for our Fixed Rate Shipping due to their dimensional weight/size and shipping destination. In such cases, additional charges may apply.

Our Fixed Rate Shipping does not cover remote locations. (Remote locations refer to postal codes that are challenging for our carriers to reach.)

When can I expect my shipment to arrive?

Once your order is packed, shipments to Ontario and Quebec usually arrive within 1-3 days. For all other locations, please allow 3-7 days for delivery. However, during the high season (September 1 ā€“ December 31), we cannot guarantee this timeline.

Which shipping company do you use?
To ensure the fastest delivery, we work with a variety of couriers. Our preferred shipping partners include Canada Post, Canpar, FedEx, Purolator, UPS, A & B, and Suretrack.

Is it necessary for someone to be present to accept the package?
During checkout, you have the option to choose “no signature required.” By selecting this option, you acknowledge and agree to the following terms: Kenzong and the courier assume no liability for any claims arising from loss or damage that may occur as a result of leaving the package unattended.

What happens if a product is on back order?
If any of the products you ordered are not currently available, a member of our customer service team will contact you. They will provide you with an estimated time of arrival (ETA) and give you the choice to either cancel the backordered items or have them shipped to you once they become available. Please note that backordered items may incur an additional shipping charge.

Returns

What is your policy for returns?
We strive to sell only high-quality products. However, if you receive a defective item, please notify our customer service department immediately. Claims for damage must be made within 30 days of receiving the goods. Please note that prior authorization is required for all returns. If the customer has opted for third-party billing, any goods damaged during shipping will require the customer to file a claim directly with their shipping company, as our responsibility ends once the goods are shipped FOB our dock.

All items labeled as Food Safe, FDA, CFIA approved, as well as Special Order, Clearance, and Seasonal Items (such as Valentines, Easter, Halloween, Christmas, Hanukkah, Purim), are considered FINAL SALE and cannot be returned or exchanged.

For valid returns, a 10% restocking fee applies to all orders returned by the customer. This fee is also applicable to orders that are cancelled after they have been invoiced and are ready for pickup or shipment.

Please note that FDA (Food and Drug Administration) regulated products cannot be returned due to ministry regulations.

Returns for valid products must be initiated within 30 days of the invoice date and require a receipt. The refund will be processed using the same method of payment used at the time of purchase.

Please allow up to 5 business days for returns made for online orders to be reflected on your credit card statement.

FAQ

We provide shipping services to all destinations within the United States, with the exception of Alaska and Hawaii. Additionally, we offer shipping to most international locations. To determine if we ship to your desired destination, you can easily verify by placing an order on our website, Kenzong. Simply enter your shipping address during the checkout process to confirm availability.

Unfortunately, shipping cannot be avoided for the delivery of our products. We require shipping to ensure that your order reaches you in a secure and timely manner.

Holiday Shipping Update: Carriers are experiencing longer than usual delivery times during this time of year. Due to these unprecedented times delivery times can no longer be guaranteed. Please consider expedited shipping methods during the checkout process or reach out to our customer service team to assist with your selection at 86-1995922632.

Kenzong usually fulfills 98.5% of our orders within one business day, however during the holiday rush, orders are taking 2-3 business days to ship out. That being said, we still are offering expedited shipping options that you can select during checkout.

Shipping lead times depend on where you are located in the United States. The closer you are to one of our warehouses, the quicker your order will get to you. We have warehouses in two locations: Nevada and Tennessee.

Typically, we ship UPS Ground unless you live in a zone where FedEx can get your order to you quicker (or if you select something different). These standard ground methods typically take anywhere from 2-5 business days. If use use the Post Office, it’s usually 3-14 business days.

We only ship during our business hours which are Monday-Friday from 8:30am – 4:30pm.

Visit our FAQ’s for additional questions.

We work with a variety of shipping carriers: UPS, USPS, FedEx, and XPO. Different options will automatically show based on your order and location. If you do not see your preferred carrier in your provided shipping quote online, please give us a call.

Every order placed online will receive an order confirmation email that is sent immediately upon purchase and a shipping confirmation email that is sent once we scan an order that is departing one of locations. The shipping confirmation email will will contain an order tracking number that you will be able to use to look up your shipment on the specified carrier’s website.

New and unused items? All products within 60 days of their ship date can be returned with the exception of closeout items, backing/foam boards, and custom orders. All sales on closeout items, backing/foam boards, and custom orders are considered final and no returns will be accepted unless there is error on Kenzong’ part.

Damaged or defective items? Orders damaged during transit are best resolved directly with the shipping carrier (i.e., Directly with UPS, USPS, FedEx, etc.). However, if a product is defective, we’ll cover 100% of the return and replacement shipping costs.

Sent the wrong items? Our fault? We’ll cover the return shipping costs and ship you the correct items.

See our return process above for steps on how to initiate a return.

We cannot accept returns on opened food-safe items (and we will never re-sell opened food-safe items). Please only open one or two packs in your order when checking food-safe products, as this will limit the number of non-returnable items. We will accept returns on all unopened items.

No. We don’t have any restocking fees for product returns.