Shipping policy

Shipping Policy

1.  What locations does Kehmy ship to?

We offer shipping to Canada and the United States. We package & ship orders to Canada and the United States but transit time will vary from location to location. 

2. Should I make sure my address is correct?

You(the customer) please make sure your shipping address is correct.  Before completing your order please double check the shipping address is correct.

3.  How long does an order take to arrive once shipped?

All orders are processed & shipped as soon as possible through our domestic and international warehouses, depending on the fastest shipping method available to your location. We typically take 1-3 business days for handling & processing your order. The typical delivery time frame is anywhere from 10-20 business days. Depending on your location, you might receive items much earlier. Please allow extra time during our busy season as postal delays are out of our control. Additional factors such as distance, customs, natural disasters may cause further postal delays. Tracking information is provided with every order.

4. Will the customer receive a tracking number for their package?

Tracking numbers will be sent as soon as we are able to ship your order. Sometimes additional delays may arise that are beyond our control such as postal delays or customs inspections. Thank you for your patience and understanding.

5.    What happens if the customer receives a damaged or incorrect product?

If you receive a product that is damaged or is not the correct product, you will be required to send photo evidence within 15 days of receiving the product to Kehmy. Once approved, the supplier will pay the return shipping.  In addition, the supplier will refund the order or replace the item. If the product is not damaged, but the product packaging is damaged, you must submit a claim to the shipping carrier.

6. What does the customer do if their order is lost in the mail?

Each order will be sent with a tracking number. If you the customer did not receive the item, you must submit a claim to the shipping carrier directly.

7. If the shipment is returned to the supplier due to an incorrect address?

If an address error occurs on the customer’s end and reshipment is needed, the retailer, Kehmy, will cover the additional shipping costs.

8. What happens if the customer’s product has not been processed or shipped within the time frame agreed?

The supplier is responsible for refunding the order if the product has not been shipped or processed within the agreed upon time. However, please understand that the supplier may require additional time to complete orders during high-volume seasons. If this is the case, the supplier will notify the Spocket team that your order will be fulfilled later then normal. The Spocket Team will notify we, Kehmy, and we will notify you, the customer.  

9. Important: You the customer, must report any of the above issues within 7 days of receipt to the retailer, Kehmy. After 7 days, your product will be assumed delivered and satisfactory.

10. What does the customer do to request a return, exchange, or refund?

A. Make sure you have a valid reason to replace or return the item and take photos of the product for evidence. Then notify Kehmy. We, Kehmy will contact the customer support team of Spocket.

B. After Spocket will successfully inform the supplier and the supplier has approved a order return or refund, the product will be returned to the supplier.

C. You, the customer, must provide a tracking number and return the product to the supplier in the original packaging (Please refer to 7. to see who is responsible for shipping costs).

D. A replacement product will be shipped or a refund provided, once the tracking number has been provided or the supplier has received the returned product.

11. What if the customer changes their mind about the item and wants a refund?

If you change your mind on a product after it has been processed, please refer to our supplier’s return policy to see if they accept these types of returns.

12. Are there any hidden customs fees or import taxes?

Depending on your location and laws in your area, you may be liable to pay for duties and taxes. Import taxes, duties and related customs fees may be charged which are determined by your local customs office. Please seek additional guidance based on your location and the associated import laws. 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.

13. Extended Delays

In some instances, the delivery time may take longer than our policy states. If this is the case, please contact us as soon as possible and we will do everything we can to help you resolve any situation that we have control over.