Processing, shipping, and handling times are approximated and not guaranteed. You will receive tracking information for your shipping method via the email you provide us with your order.
- UPS only ships to street addresses, not PO Boxes. Please choose Ground Shipping if you wish to ship to a PO Box or APO.
- Orders are processed and shipped Monday through Friday. If you place an order on the weekend, we’ll process it and ship it out to you on the following Monday/Tuesday.
- Orders can take 1-2 business days to process.
- Any orders received after 1:00 pm Pacific Time will be processed the following business day, if possible.
- We ship 2nd Day delivery orders via UPS. However, UPS does not deliver on weekends. If you choose 2nd Day delivery on a Friday, your order will arrive the following week, not over the weekend.
- Orders shipping to apartments or valued over $200 may require a signature at the time of delivery.
- We are closed on all major US holidays (Memorial Day, Thanksgiving, Christmas, etc.) so that our employees can spend these important days with their families.
You may cancel your order at any time prior to Kai USA processing your order by calling 1-800-325-2891 or emailing customerserviceWEB@kai-usa.com. Unfortunately, we are not able to cancel orders once they have been shipped. You may, however, return the order once it arrives.
RETURNING A PRODUCT
Easy 30-Day Money-Back Guarantee
Changed your mind? If you aren't delighted with your purchase, you can return an unused product, in the original packaging, and with a copy of our website email receipt, within 30 days and we will happily refund the purchase price.
It's easy to return a product purchased from our website
- Please contact Customer Service to request a Return Authorization: 1-800-325-2891 or email us at: customerserviceWEB@kai-usa.com. Be sure to have the information from your packing slip available.
- You will receive email instructions for returning your product.
- Ship your unused product, in its original packaging, to the address identified in our email.
- Kai USA is not responsible for returned items until they are received by us. It is recommended that you insure/track your returned items.
Return address is:
Kai USA Ltd.
9620 SW Herman Rd.
Tualatin, OR 97062
Original delivery fees are refunded only if returns are for defective products, products that were not described accurately, or incorrect orders. Call Customer service 1-800-325-2891 or email customerserviceWEB@kai-usa.com to arrange these returns.
Individual products may be excluded from our Easy 30-Day Money-Back Guarantee. Check the product description before you place your order.
Refunds and credit
You can only initiate a return after an order has been marked as shipped. When an order is shipped, you will receive an email with your tracking information.
The refund will be for the full value of the returned items, unless otherwise noted.
Credit for returned items will be applied to the original credit card that was used to make the purchase. Returns will be applied to the purchasing credit card within 5 to 10 days of the date that the return is accepted.
If the return is due to defective products, inaccurate product descriptions, or an incorrect order, call or email customer service at 1-800-325-2891 or email us at customerserviceWEB@kai-usa.com to initiate the return. In certain cases, you may be compensated for the return shipping.
Kai USA sales tax policy
Purchases on our website are subject to applicable state and local sales taxes based on delivery addresses.