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Shipping and Returns
Return & Exchange
 

Original sales receipt must accompany returns. We accept returns for exchange or refund 30 calendar days after delivery of the product. At our sole discretion after 30 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition".

If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Refunds are contingent upon inspection of item(s) once we receive it. Customer is responsible for all shipping costs if seller is not at fault.

1. Email customer service to obtain a Return Merchandise Authorization (RMA).
2. All returns and exchanges to Kitanica must be postmarked within 30 days of receipt of merchandise.
After 30 days, this policy becomes void.
3. A refund will be issued within a week of receiving your returned merchandise provided the RMA has been generated.
4. Including an incomplete or inaccurate RMA with your shipment will cause a processing and refunding delay.
5. The buyer is responsible for all return shipping charges.
6. Closeout, Special Order and seconds items are not eligible for return or exchange.
7. If you received a gift purchased from Kitanica, and you need to make a return, please contact our returns department for assistance.


Return Exceptions
Our return department inspects each and every product that is returned.
We reserve the right to refuse returns if one or more of the following has occurred:
• Obvious signs of wear and tear including holes in any merchandise.
• Garments that have been laundered, tailored and/or altered, etc
• Dirt, sun and/or water damage, antiperspirant stains, makeup, animal fur, etc.
• Obvious odors such as cigarette smoke, perfume or colognes.


Refund Information
A refund will be remitted to you via your credit card account or via PayPal account for the merchandise amount excluding the original shipping and handling fees.
All returned items sent back in used and/or damaged condition will be rejected and sent back to the buyer. If customers refuse their denied ineligible return shipment, Kitanica LLC reserve the right to liquidate the inventory and withhold credit. All clearance and factory 2nds merchandise sales are final and are not eligible for return

Defective Item Policy
If you are in receipt of an item that is defective, the item must be sent back to us within 30 days of the buyer's receipt of the merchandise. Once the item has been received and is, in fact, deemed defective by our Return Department, a new item will be shipped out to you or a refund will be issued if preferred. You will not be charged a reshipment fee.

International Customer Return
In order to exchange your international purchase, we require a postage fee. After we receive your exchange item, we will send you a request for funds to cover the return postage fee through Paypal where you can pay with Paypal or Credit card. When we confirm your payment, we will process the exchange.

All return and exchange must go to

Kitanica LLC
Return Department
867 Isabella St. Oakland, CA 94607
Customer Service: (510) 893-3014

For your protection, we recommend using a reputable carrier to ship and insure your packages.
We are not responsible for lost or damaged merchandise that has been shipped to us. Please retain your shipping receipt.
Shipping Info
 
Do you ship internationally?

1. It will be shipped via FedEx only (except some countries) and signature will be required to receive the package.
2. We do not ship to any freight forward companies.
3. We only ship to your physical address. No P.O. Box.
4. Ship-to and Bill-to address and name must match in your billing country.
5. When ordering, your phone number and email must be included.
6. International orders take up to 1 week to process.
7. *The buyer is responsible for any additional fees that maybe charged at customs.
8. If you do not see a country you are shipping to at check out, that means we do not ship to that certain country.


*The recipient is the importer of record and must comply with all laws and regulations of the destination country.
Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country.
The recipient of an international shipment may be subject to such import taxes, customs duties and fees,
which are levied once a shipment reaches the recipient's country.
Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and
can't predict what they may be.
Customs policies vary widely from country to country; you should contact your local customs office for more information.
When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Domestic Order
All orders must be signed for. If you are not able to accept a signature required delivery at your home address the courier will normally try to deliver the package 2 times and then hold it at the nearest facility for you to pick up at your convenience. If you have any concerns, please make note on the final step of the check out, and we will do our best to make alternate arrangements.



Do you ship to hotels?

No, we do not.


How long does it take for a shipment to be delivered?

We ship using FedEx for domestic shipment in lower 48 states. Allow 3-5 business days.

FedEx International Priority takes 1-3 business days for the delivery depending on a location.
FedEx International Economy takes 4-10 business days for the delivery depending on a location.

Hawaii, Alaska, Domestic PO Box and FPO/APO/DPO orders are shipped via US postal service. Allow 21 business days.


Can I call and place an order?

Yes, leave a message at 510-893-3014 with your phone number, and we will call you back to take your order.