Thanks for shopping at KV+ Online Store. We want you to be happy with your purchase from us. Below you will find Shipping and Return Policies. If your questions aren’t answered here, please contact us at orders@kvplus.ca. We are happy to help!
Shipping Policy
Turnaround
All orders are shipped from our warehouse in Port Coquitlam (Vancouver area, British Columbia, Canada), within 1-2 days of placing the order, Monday–Friday 9 am – 5 pm.
Orders may take longer to process and ship during peak seasons such as Black Friday week, Boxing week etc. Nonetheless, we always do our best to deliver your order before holidays.
Carriers
We use the following carriers to deliver your orders:
- Canada Post, Canpar, FedEx, Purolator – for Canadian orders
- USPS, UPS, FedEx – for US orders
Order Tracking
We will update your order with the tracking information as soon as it’s shipped. All orders over $50 are assigned tracking number automatically.
Shipping Rates
We currently charge $10 flat shipping rate for all orders (except for Gift Certificates which are shipping for free). Unfortunately, due to drastic increase of shipping rates in recent months, we are unable to offer free shipping option at this time.
Attention US customers: you will not be charged any duties and/or taxes on your orders.
Back Orders and Cancelled Orders
Normally all the products you see in our store are in stock and ready to ship immediately. If an item goes on backorder for any reason, we will ship you the part of your order that is in stock. When the item becomes available, we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment. If we are not able to fulfill your order for any reason, you will be refunded using your original method of payment.
Damaged Items
If an order arrives to you with obvious shipping damage, please refuse the delivery. If you have accepted delivery and then found shipping damage, please email us immediately at orders@kvplus.ca. Make sure to attach a few pictures of a damaged item.
Please save all packaging material and paperwork for the order if shipping damage is a possible issue.
If you dispose of packaging material, you jeopardize our chances of making a claim, and you may not receive credit for the return.
Return Policy
If you are not 100% satisfied with your purchase, you can return the product and get a refund or exchange the product for another one, be it similar or not.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it, with all original hang tags still attached. It must also be in the original packaging (if applicable). Merchandise that has been worn, used, or altered will not be accepted for return or exchange.
Several types of goods are exempt from being returned: we do not accept sale products as well as products that are intimate or sanitary goods, such as underwear or protection/compression tapes.
To complete your return, we require a proof of purchase in form of your order number.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 to 7 business days.
Shipping cost is non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund, even if you order initially qualified for free shipping, unless you are returning or exchanging the item(s) that we shipped by mistake.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at orders@kvplus.ca.
Sale Items
Only regular priced items may be refunded. All sales are final and unfortunately, sale items cannot be refunded.
Shipping
To return your product, mail it to below address with your name and return address shown on the outside of the package:
Attention: Returns
KV+ Canada
Unit 109, 1533 Broadway Street,
Port Coquitlam, BC, V3C 6P3, Canada
You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over $50, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.