Shipping & Returns

Shipping

Order Processing, Delivery Method, and Timing: After an order has been received in our system, we generally ship within 24 hours of acceptance and receipt of an order. Customers from the United States, Canada and its territories can expect to receive their order within two (2) business days, while those in the UK, Europe, Australia, Asia, etc, within 3 – 4 business days. If there is a delay affecting our ability to ship generally, we will attempt to conspicuously post that fact on this site.

Shipments are sent using United States Postal Service as a Priority Mail package, FedEx and sometimes private delivery company, and packages can be tracked through their websites. Shipping times is dependent on location from our main warehouse and fulfillment center located in //////. Typical shipping times may vary from 2 to 3 business days (Monday to Friday) after processing times, this does not include any potential for inclement weather, holidays, or backorders. International orders will experience different delivery times than expressed above. Dispatch sites have been setup in certain countries (for instance the UK and Australia) that will send the order directly using local couriers for faster shipping.

Return and Refund Policy

Damage Due to Freight or Shipping: All of our products are tested for quality, and all shipments are carefully inspected before leaving our warehouse. Upon delivery of your order, please check product carefully to ensure it has not been damaged during shipping. All claims for damaged product(s) must be made immediately once parcel (order) is received. Please contact us by writing to delivery@kanarelief.com and provide detailed information (including images) for any product damaged during shipping within that time.

If you need to exchange it for the same item (replacement), send us an email at returns@kanarelief.com with documentation of damage or defect, as well as receipt or proof of purchase. That is to say to complete a return (replacement), we require a receipt or proof of purchase together with documentation of damage or defect. Upon approval confirmation we will send you a new replacement product or refund your money. Contact us to issue a return code before reshipping your item(s) or refunding your money.

Upon successful delivery you are, however, not satisfied with our product(s), you may request a refund of the full purchase price within 10 days of the delivery date. Remainder of product(s) must be returned to receive refund. All returns must be in the original packaging where possible, and customer is responsible for return shipping costs. Please submit this request by writing to admin@kanarelief.com or call to speak to Customer Service.

LOST PACKAGES: If a package gets lost in transit (very rare, though it does happen), KanaRelief will not be responsible if the tracking information says the package was “delivered,” which means U.S. Postal Service or the courier service successfully delivered the package to the specified address. Also if the tracking information says delivered, yet it’s lost anyway, we ask that you check with housemates or family to see if they received the package without telling the intended recipient. This scenario happens fairly often.

PACKAGE SENT TO WRONG ADDRESS: If a package is sent to the wrong address, and the incorrect address was provided online by a customer, then the customer is responsible for the cost of re-shipping the item. We will re-ship the order once the original package has been returned to us. So please, when ordering, make sure your shipping address is accurate, as making any mistake could significantly delay the delivery.

False Names: Important Notice: Please do not use false names as your postman will not recognise the name and may not deliver your parcel to your address or PO Box. This practice could also further complicate issues should you be required to provide identification when collecting missed items from your local post/delivery office.

Please be advised that we cannot replace items that fail to arrive because of this reason, including orders with guaranteed shipping.