FQA's
FREQUENTLY ASKED QUESTIONS
HOW DO I CHANGE OR CANCEL MY ORDER?
If you need to change or cancel your order, please contact us immediately (within 24 hours). We process orders quickly. Once your order has been processed, we will be unable to cancel or make any changes.
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
NOTE: Any orders that have already been packed or shipped cannot be cancelled.
HOW SECURE IS MY ORDER
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
Please contact us at sales@kanndie.com or click on the "Contact Us" tab so we can change your email address. We can change your email address, name, and address but we cannot change your order.
SHIPPING
ARE THERE ANY EXCHANGE RATES?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
WILL I BE CHARGED WITH CUSTOMS AND TAXES?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
I RECEIVED THE ORDER, BUT IT'S NOT COMPLETE
Often, when you order multiple items we utilize different distribution channels. As such, many times each item will will be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once, they will get to you.
RETURNS
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Return/Refund Policy. All returns must be in original condition with packaging intact.
WILL SHIPPING BE COVERED FOR MY RETURNS?
All return shipping fees and other miscellaneous fees are the responsibility of the customer. We don't provide a prepaid return shipping label.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
HOW LONG IS THE RETURN PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. Every effort is made at Kanndie to ensure outstanding customer service we do our best to ensure a quickly return. We will email you to confirm once your return has been processed.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW CAN I ENSURE I ORDER MY RIGHT SIZE?
All the products we offer have accurate size charts with measurements in detail. Simply measure body parts according to what the item will cover, and see what the correct size to order is.
