ROC service

VERIFICATION

We will send you a confirmation email once your order is verified. After verification, in principle, the orders will not be canceled during this period, considering the handling process has already started, but we will try to communicate with you via email or phone to find a better solution.

PROCESSING

Orders will take up to 1 business day to process before shipping out.

The U.S. area is expected to be delivered within 3-6 business days

Orders are not shipped or delivered on weekends or holidays.

Multiple Items

We try to ensure that all your items arrive at the same time. Sometimes our products are not always sent together, because depending on the product, different shipping methods can be used. After each item is sent out, you will receive an email notification email.

SHIPPING FEES

*Free Business Days Shipping for all orders

SHIPMENT CONFIRMATION & DELIVERY

You will receive a Shipment Confirmation email containing tracking numbers once your order has shipped. The tracking number will be active within 1 business day.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Please open the package to check if there is any damage

If there is any damage, note it on POD (Proof of Delivery) and take photos as evidence.

If the damage is severe or the goods are totally broken, please refuse the delivery and take photos to protect your rights.

**Please note that if you do not mark any damage on the POD, we cannot confirm that the damage was caused before you received the goods, therefore we cannot replace the goods for you.

HOW TO TRACK THE ORDER

You can track orders during processing and after leaving our warehouse
Processing: You can check the status on the "My Orders" page of your account.
Sent: After your order has been sent, you will receive our email. In this email, there is tracking information for your package and the page where you can track your order. Tracking information is also provided on the "My Account" page.

Local Pickup

We provide Warehouse Pickup service for large products such as refrigerators, freezers, under counters, gas equipment, etc. You can choose "Free Shipping" or "Local Pickup" options on the checkout page. Once we received your local pickup order, your item will be ready in 1 business day. Please bring your order confirmation email when you arrive at our warehouse.

Warehouse Pickup Address: 
California Warehouse: 22600 Bonita St, Carson, CA 90745
New Jersy Warehouse: 35 E Park Dr, Westampton, NJ, 08060

AVAILABLE SHIPPING AREA TABLE

we only ship to the United States (exclude Hawaii, Alaska & Puerto Rico)

AREA	CARRIER	TRANSIT TIME	SHIPPING FEE
United States (States exclude Hawaii, Puerto Rico & Alaska)	DHL/USPS/UPS/DHE/FORWARD AIR/ROADRUNNER	3-6 Business Days	Free

 

Questions about the Shipping Policy should be sent to us at service@kichking.com, we will reply within 1 business day.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it,  unused with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@kichking.com, we will reply in 1 business day.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at service@kichking.com.

 

Return Fees

• 1. Restocking Fees

  A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s) price. 

• 2. Shipping Fees

• For items that have been delivered or in-transit orders

• 1. Defective products -This happens when the product is incorrect, damaged by the carrier, or defective in another way
• When we return a defective product or a product that has been incorrectly shipped by the seller, please refuse to receive the product and contact our customer service. All shipping costs will be covered by the seller. 
• *Restocking Fees do not Apply
• 2. Customer remorse - This happens when the customer purchased the wrong product, it doesn't fit, or they no longer want the item
• For customer remorse when the customer purchased the wrong product, it doesn't fit, or they no longer want the item, the customer is responsible for all shipping charges and shall assume all risk of loss or damage to product while in transit to KICHKING.
• *Restocking Fees Apply

• For items that have not been delivered orders

• We do not charge any handling fee if the order has not been shipped.

• *Restocking Fees do not Apply

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Please open the package to check if there is any damage

If there is any damage, note it on POD (Proof of Delivery) and take photos as evidence.

If the damage is severe or the goods are totally broken, please refuse the delivery and take photos to protect your rights.

**Please note that if you do not mark any damage on the POD, we cannot confirm that the damage was caused before you received the goods, therefore we cannot replace the goods for you.

 

Exceptions / non-returnable items

Custom products (such as special orders or personalized items) cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Outlet Deal items

Outlet Deal items cannot be returned. Outlet Deal refers to the sale price which is lower than standard price(does not include coupon discount).

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Also, For customer remorse, an applicable restocking fee will be deducted from the amount due to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost. For customer remorse, you are responsible for the cost of return shipping.

If more than 15 business days have passed since we’ve approved your return, please contact us at service@kichking.com.