Shipping & Returns
Shipping
All products are shipped out from our Torrance, California warehouse. Almost all of our orders are shipped via UPS. We offer shipping via via Ground, 3-Day Select, 2nd Day Air, and Next Day Air services (in some situations we may ship via USPS). Shipping cost is calculated based on total weight of your order and also the destination zip code. Please reference the below shipping map chart to determine the transit days it take to to reach your order's destination. For any in-stock items (mostly non-printed items), these items will usually be shipped within 24 hours (excluding Saturdays & Sundays). For customized (printed) items, these items will be shipped according to each item's production time. Orders placed before 2pm, PST will be processed the same day and most likely will be shipped out the same day (excluding printed items). If you would like us to ship your order freight-collect using your UPS or FedEx account, please place your order by phone at 1-800-331-5818.
Returns & Exchange Policy
For In-Stock Products (non-printed items) - If you wish to return the product, you may return the product at your own expense using any carrier. Include a copy of the invoice and the reason for the return. Once the product is returned, examined and confirmed, we will then issue a refund (with a 15% restocking fee). See below for Incorrect, Broken, Defective, or Damaged Products.
For Printed or Custom Made Products – If a delivered product matches your approved specifications and proof, then the item is considered non-returnable.
Incorrect, Broken, Defective, or Damaged Products
If the delivered products are incorrect (incorrectly fulfilled by us), broken, defective or damaged, we will replace the products at no additional charge including shipping cost, return cost, or restocking fees. If you do not want the products replaced, you may return the products by following our return policy - you will not be responsible for return shipping or restocking fee.
Return Procedure
If the delivered product is defected, misprinted, or shipped incorrectly then please follow the steps below:
1. Send us images of the product at sales@kennyproducts.com. Include the order or invoice number and a short description of your problem. A sales representative will reach you within 24 hours.
OR
2. You can call us directly at 800-331-5818 and a sales representative will review the issue. Upon verification of the mistake, we will resend the correct product.
Return Window
When an error has been confirmed, we will make every effort to resend the correct order as soon as possible. We will process the redo order exactly as you had originally requested, minus any errors that we made.
Customers have 10 days from the date of delivery to issue a complaint by contacting us, ie an email describing the complaint in full, including supporting pictures showing the error. We will investigate the complaint, and, if the error is confirmed, we will issue a return label to the customer, so they can send the order back. If the product is an in-stock item, we will ship out the correct product within 24 hours. If the product is a printed or custom item, we will do our very best to expedite the production and get it in your hands as quickly as possible.
If the reason for return is a customer error or they just no longer need the product, customers will have 30 days from the date of delivery to return or exchange product.
Restocking Fee:
The majority of our orders are more than $100, so we happily ship our customers' orders for FREE. We do charge a 15% restocking fee, but do all we can to avoid returns in the first place. A typical $100 order of lanyards or badge holders is quite heavy and can be costly to us if shipping to a longer destination. So a 15% restocking fee is necessary in order to keep our costs low for our customers. We offer free samples for our customers, you can call or email us to make the request. That way you can test ahead of time to insure the right style, size and color of product.
Refund Method
Once the product is returned back to us and confirmed, a refund will be processed within 5-7 days in the original form of payment.
Responsibility for Return Shipping Costs
If the error has been confirmed to be on us, we will pay the complete shipping cost.
Exchange Procedure
Product exchange is only available for In-Stock Products (non-printed items). To exchange a product, ship the product back to us, at your own expense. Include a copy of the invoice in the return shipment, along with a written statement of the SKU#, product name, and quantity of the new product you wish to receive in exchange. Depending on the price of the new product, an additional charge or refund will be made. Product exchanges do NOT qualify for free shipping. Customers are responsible for all shipping costs, along with a 10% restocking fee (exchange only).
Updated 10/23/16