1. Shipping & Delivery
What are your shipping costs?
We offer free shipping on all orders within the United States. No minimum purchase required.
Where do you ship?
We currently only ship to customers within the United States
How long will it take for my order to arrive?
Our orders typically have a processing time of 0-3 business days. Once shipped, transit time is usually 5–9 business days.
Total estimated delivery time: 5–12 business days from order placement (processing + shipping)
You will receive a tracking number as soon as your package is on its way.
How can I track my order?
Once your order has shipped, we will send an email with your tracking number. You can also visit our "Track Your Order" page on the website to see real-time updates.
What if my package is lost or damaged?
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with photos of the issue.
We will arrange a replacement or refund at no additional cost.
2. Returns & Refunds
What is your return policy?
We accept returns on most items within 30 days of delivery.
To be eligible for a return:
- The item must be unused and in original condition
- Original packaging and tags must be included
- Proof of purchase (order number) is required
How do I start a return?
To start a return, please contact us at:
Include:
- Your order number
- The item(s) you wish to return
- Reason for return
Once approved, we will provide return instructions.
Who pays for return shipping?
- Non-defective returns: Customer is responsible for return shipping costs
- Defective or incorrect items: We cover return shipping
We recommend using a trackable shipping method.
When will I receive my refund?
Once we receive and inspect your return, we will process your refund.
- Refunds are issued to the original payment method
- Processing time: up to 7 business days after we receive the return
- Bank processing times may vary
You will receive a confirmation email once your refund has been issued.
Are there any items that cannot be returned?
For hygiene and safety reasons, certain items are excluded from exchanges or returns. These products are clearly indicated in the product description.
Please contact our customer service team if you have any questions.
3. Payments & Security
What payment methods do you accept?
Credit & Debit Cards
- American Express
- Diners Club
- Discover
- Mastercard
- Visa
Digital & Express Payment Options
- Apple Pay
- Google Pay
- Shop Pay
Available payment methods are displayed at checkout and may vary depending on your device and browser.
Is my payment information secure?
NAME uses SSL encryption technology to ensure that your personal and payment information is kept 100% safe and secure. We do not store your credit card details.
Will I be charged sales tax?
All prices shown on our website are inclusive of applicable sales taxes.
No additional taxes are added at checkout.
4. Product & Order Specifics
What do I do if I received the wrong item?
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with photos of the issue.We will arrange a replacement or refund at no additional cost.
Can I change or cancel my order after it’s placed?
Orders may be cancelled within 2 hours of placement, provided the order has not yet been processed or shipped.
Once an order has shipped, it cannot be cancelled and must follow the return process.
5. Contact & Business Information
How can I contact customer support?
You can reach us via email at info@kenitan.com or by phone at +31616642059
Customer service opening hours:
Monday – Friday: 9:00 AM – 5:30 PM (ET)
Saturday and Sunday: 10:00 AM – 3:00 PM (ET)
Preferred contact method: Email
We strive to respond within 24 hours.
