If you have issues with your order, please submit a Return Request.
You may access the Return Request Form here. Please submit a Return Request within thirty (30) days of delivery and Kin Custom will promptly review your correspondence for a refund.
Whether your merchandise has been damaged in transit, a design flaw was produced, wrong item received, we are committed to providing solutions and making it right for you. All purchases are final, and modifications/cancellations are not accepted. Packaging and product return must be in original form. Dirty, worn, or washed clothing with missing tags/labels are not eligible.
Damages/Wrong Item: We work with a variety of shipping carriers and logistics companies to deliver your packages to you quickly and efficiently, in the originally shipped condition. Unfortunately, sometimes mistakes can happen, and your package may not arrive as expected. Please submit the following in a return request form
- An overall photo of the package.
- A clear photo of the full shipping label with the tracking number visible.
- Photos of the product, including up close and full product view.
Undelivered Packages: If you have not received your package within (30) days of the ship date, you may call the Carrier directly as the customer or notify Kin Custom to investigate. If the Carrier lost the package in transit, we will file a claim on your behalf and issue a full refund. Kin Custom will not be able to refund orders outside the policy dates and reserve the right for an investigation period. If your shipping confirmation email states there are two packages in the order, both packages were shipped using the same tracking number. If you/your customer receives the package, please confirm the quantity of packages received.
The following exceptions apply:
- If your order is marked as delivered by the Carrier, and you do not have the package, please reach out to the carrier directly to file a claim.
- Errors caused by you/your customer's incomplete or insufficient address, Packages are never guaranteed to be rerouted to Kin Custom and may be disposed by the carrier.
- US territories or an APO address shipping can range from 15-35 days or longer in some cases. Please contact info@kincustom.com for status after 40 days.
Defects: Should the return be considered a defect, Kin Custom reserves the right to investigate and conduct a thorough analysis of the defect, which may include sending the defective merchandise to Kin Custom before a decision can be made. For defective products, Kin Custom may need to issue a pre-paid shipping label and the merchandise must be shipped within seven (7) days of the issued pre-paid label date. Failure to send back the merchandise within seven (7) days of receiving the shipping label will disqualify the order from the review process and a refund will not be issued. For returns including defect requests, it's the shop owner’s responsibility to communicate with their customer on shipping instructions should they want the return product sent to their address in lieu of Kin Custom fulfillment center. If a customer submits a return to Kin Custom fulfillment center instead of the shop owner’s return address, the shop owner has 30 days to submit a return inquiry for their customer’s order. After 30 days, the returned product will then become Kin Custom property for donation. Should any of the information listed above be incomplete or inaccurate, the return processing will be delayed.
Kin Custom will not honor requests which are attributed to your customers size concerns or design flaws, which may include: spelling, grammatical, font, design, or appearance errors, if such errors are attributed to your submitted creation, design or customization. If you have a return related to a size defect, the following measurements must be submitted in the comments section of the Return Request.
