When will you ship my items?

99% of orders leave the warehouse within 3-5 business days of payment.

When will I receive my item(s)?

Most items are delivered within 2-4 weeks from the shipment date. PLEASE NOTE: In some cases, shipping may take longer due to various factors (ie; time of year order placed such as Thanksgiving, Christmas, and other major holidays). As such, if we have already sent your order we will not be able to issue you a refund until you receive your product. For more information please contact us.
Also please be aware that some countries do take longer for orders to arrive for reasons out of our control like customs clearance and postage service efficiency etc. Overall most orders arrive in 2-4 weeks from shipment but can take longer.

It's been over 6+ weeks and I have not received my order yet. What should I do now?

If you have not received your order within the time frame given for your order (see 'WHEN WILL I RECEIVE MY ITEM(S)?' above for more information), please contact us and we will look further into your order immediately.

Where are my items coming from?

Our warehouses are located in both the US and China.
We work only with the best and most experienced suppliers.

I ordered multiple items, why did I only receive one?

We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once… they are on the way :)

What is your Return Policy?

If an item doesn’t arrive or doesn't match the description, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, excluding shipping costs. Customer will be liable for return shipping cost, some case return item may require tracking information.

We do not offer refund or exchange for the discounted item(s). Please choose your item carefully.

Damaged/ defective items must be returned in the original condition they were received in with all the accompanying accessories. You must provide us with an image of the item and email us at customersupport@kadanceshop.com for replacement.

We offer 7 days guarantee after the item has been delivered for a replacement. Please contact us with the image provided.

Do NOT send the item back to the sender address indicated on the package. Please email us for a returning address. Tracking is required for returning item(s).

For further information, please read our Refund Policy page.

My items delivered to the mailbox or deliveries have been stolen?

We are not responsible for item(s) being misplaced/stolen after delivered (e.g. after delivered mailbox). We will ensure the item is delivered to your address according to information provided by the logistic company. Customer will be liable for the shipping cost if a replacement item is needed.

How secure is my personal information?

Kadance Shop adheres to the highest industry standards to protect your personal information.

Our store makes use of SSL (secure socket layer technology) with an industry standard 256-bit encryption technology. This is the same level of encryption used by multinational banks to keep your information safe and secure.

Your credit card information is only used to complete the requested transaction and is not subsequently stored. 

For further information, please read our Privacy Policy page.

I placed an order but I didn't receive a confirmation email, what's going on?

Kindly check your SPAM folder to see if your confirmation email was sent there. You can also contact our support team and they will be able to assist you further.

If the email does not appear in the spam folder, it probably did not reach you. It is not uncommon that email addresses are entered with a minor typo. In this case, do not hesitate to send an email to customersupport@kadanceshop.com, our experienced staff will update your contact info and resend you the order confirmation for your reference.

If there's a problem, can I have a refund?

If an item doesn’t arrive or doesn't match the description, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid. All you will have to do is to ship us back the product on your own expenses.

Do I need to pay import taxes and tariffs?

Many countries do not charge import duties on private items below a certain stated value. However, you may find that you have to pay taxes when goods you've ordered when they arrive in your country. Please note that all import taxes/duties are the buyer's responsibility.

I've put a wrong shipping address, can I change it?

No. We won't be able to change your shipping address once you complete your order.

Is the product the same as in the photo?

Yes, the majority of photos are real. However, the products that are made print-on-demand use automatically generated mockups using the original file made by us. Please note that due to the light and screen difference, the color of the item may be slightly different from the image.