Our Satisfaction Guarantee and Returns Policy
Your satisfaction is important to us! If, for any reason, you are not satisfied within 30-days of purchase, you may return an item for a full refund of the purchase price with receipt. Before mailing an item back to us, please call or send an email discuss the issue. We will then issue you a return authorization. Returned items must be in re-sellable condition, and include all packaging.
Erroneous shipments from Kyjen.com and defective or damaged merchandise will be refunded with no additional costs or shipping fees. We may ask you to provide photographic proof of damage. Clearance and sale items are subject to availability for replacements. Email is our preferred method of contact, please see our Contact Us page. You may call customer service at 800-477-5735 (Toll Free, USA only) or 303-792-9600 during our normal business hours (see below).
Hours of Operation
We try to process all orders in a timely manner. Our website takes orders 24-hours a day, but uptime and availability is not a guarantee. Our site may be offline for long periods of time for upgrades or other required maintenance. Orders fulfillment takes place during our normal hours of operation 8am-5pm (MT), Monday through Friday. Kyjen does not guarantee delivery dates and times are estimates only.
Methods of Payment
Kyjen.com processes Visa and Mastercard purchases through a secure connection through an authorized gateway. We do not store your credit card numbers on our site. We do not accept cash or checks. Other payment methods are subject to change at any time and may not be available to all customers and countries. All orders are subject to verification and maybe delayed if we are unable to confirm important details.
We reserve the right to refuse sales to any foreign country that has too high of fraud rates of return, or system of laws that makes doing business prohibitive. Customer is responsible for all duties, documents and other fees associated with importing product into destination country. If any such fees are not paid by Customer and billed to Kyjen, Kyjen will then notify Customer for payment. We reserve the right not to ship to International Military Addresses (i.e. APO AE addresses).
Product Description and Photo Errors
We strive to maintain the accuracy of our product descriptions, however, we are not perfect. It is possible that photos, stated dimensions, descriptions are not accurate. If you feel we have misrepresented a product on the website please let us know! Your satisfaction is important to us. You may return any misrepresented product for a full refund (see Returns Policy above).
Shipping Rates and Times
Shipping costs are determined by the carriers based on the distanced shipped from our warehouse in Reno, Nevada. You will not be charged for any item until it is shipped to you. In most cases orders for in-stock items are processed the same day, and shipment occurs within 24-hours of the order payment confirmation. Shipping times are estimates only. Kyjen shall not be liable for deliveries not made within a specific time frame. You will not be charged more than the invoice without notice; however, we reserve the right to not to honor shipping quote errors.
Free Shipping Offers and Coupons
Free shipping offers and coupons may not apply to all items, and unless otherwise stated are available to customers with shipping destinations in the contiguous United States. Free Shipping offer only applies to registered customers.
Sales Tax and Order Minimum
Sales tax will be added to all orders shipped to addresses located in Colorado and State of New York. Wholesale order minimum amount is $100 per order.
Coupons, Sales and Clearance Items
Coupons, sales and clearance items are restricted to available stock on hand, and pricing will not apply to back-orders unless otherwise stated. Our inventory is subject to prior sale, and at times despite our best efforts, we will sell items no longer being manufactured. When this happens your order will be canceled and a full-refund issued. Clearance items maybe returned for a refund, however exchanges and replacements are subject to stock-on-hand.
Pricing and availability are subject to change without notice. We make every effort to ensure the pricing on our website is accurate. However, we reserve the right to refuse to honor pricing mistakes. We will never charge you a higher price without notice. We may cancel orders at our discretion. Your contract to purchase an item will not be complete until you have taken possession of the order once goods have been delivered.
We try to maintain accurate stock levels in our website, but due to the high-volume nature of our wholesale customers, we do occasionally have stock levels misrepresented on our website. Back-ordered items can be canceled at either party’s discretion. Out-of-stock items in large orders are subject to split shipping (see below for definition and terms of Split Shipping).
In order to get your items to you as fast as possible, orders may ship in separate packages and at different times. You will not be charged a higher price than invoiced. Customers will be notified of orders containing out-of-stock or delayed items, and the in-stock portions of their orders will be shipped.
We will make every effort to honor pre-booking pricing and quantities, but on rare circumstances we may have to cancel or partially fulfill pre-bookings.