Order Processing Time
| Standard Shipping |
Our goal is to process all orders within 48 hours of receipt. Please note that orders placed on weekends or holidays will not be processed until the following regular business day.
Orders are processed and shipped during regular business hours (defined as Monday through Friday, except holidays).
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| Expedited Shipping |
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2nd Day Air and Next Day Air orders will be processed and shipped the same day if they are received before 12:00 p.m. Pacific Standard Time during regular business hours (defined as Monday through Friday, except holidays).
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2nd Day Air and Next Day Air orders that are received after 12:00 p.m. Pacific Standard Time during regular business hours (defined as Monday through Friday, except holidays) will be processed and shipped the following regular business day.
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2nd Day Air and Next Day Air orders received Fridays after 12:00 p.m., on weekends, or holidays will be processed and shipped the following regular business day (defined as Monday through Friday, except holidays).
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If we encounter any problems processing or shipping your order, you will be contacted by a customer service representative and given an opportunity to either change or cancel your order.
Note: You will be contacted by email. Please make sure that you will receive emails sent by info@kugo.com your KUGO.com order# will be in the subject line Please, check your emails (including Spam Folders).
Thank you for your understanding!
Order Delivery Time
You can calculate the approximate delivery time of your order by adding the Order Processing Time (usually 1 - 2 business Days) to the Order Shipping Time (3 - 10 business days for standard shipping).
Delivery Time depends on where you are located. Deliveries to the West Coast take less time than deliveries to the East Coast, as we are located in CA.
When calculating the approximate shipping time of your order please remember that weekends and holidays do not count for the calculation.
Note: The delivery times stated are only valid for shipments within the continental US. Deliveries to other destinations may take considerably longer.
Returns
You may return merchandise within 30 days of purchase.
Refunds will be available with the following exceptions:
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Foot care items are excluded from return or exchange.
Shipping & Handling Costs will not be refunded
If you received Free Shipping on your order the amount of $7.95 (flat shipping rate) will be deducted from the amount of your refund.
Abused Merchandise will not be refunded.
Personalized Merchandise (including but not limited to sized canes) is exempt from return.
Refused Shipments are subject to a $6.00 return shipment fee.
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A restocking fee of 25% will be charged for merchandise that is returned incomplete, merchandise that has been used, and any merchandise not in like new condition.
Follow these directions to return by mail:
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Include all original packing materials, manuals and accessories with the product to avoid any additional fees.
Include the completed return form (sent to you in the original shipment) with your product and indicate the reason for the return. We recommend you return items via UPS ground or USPS with Delivery Confirmation. We also recommend that you reuse the original shipping carton and packing materials.
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You are responsible for all shipping charges.
Please do not return items COD. Any charges incurred by KUGO.com for COD shipments will be subtracted from the amount of the returned item. You will be returned the difference. If the COD cost exceeds the value of the returned product, the credit card used for the original purchase will be charged for the remaining balance.
Ship items to: |
KUGO, Inc.
3300 Irvine Ave., Suite 265
Newport Beach, CA 92660 |
Exchanges
We do not offer merchandise exchange!
You may return your merchandise according to the instructions for merchandise returns.
KUGO, Inc. reserves the right to deny any return.
In a case of:
Damaged Merchandise, defective Merchandise, wrong item shipped, missing item.
Please call or email customer service for return authorization and special return instructions.
Phone: 1-800-986-0371
Email: info@kugo.com
If you call customer service please have your order number / invoice number ready. If you contact us by email enter the order number / invoice number into the subject line.
Customer Service hours are Mo - Fr 9:00 a.m. - 5:00 p.m. PST (except holidays)
Sales Tax
State laws require that we charge applicable sales tax on orders shipped to addresses in the State of California.
The tax rate is based on the ship to address only.
Warranty
All our products are high quality products.
For detailed warranty information please see the specific product page. Please email or call us with questions.
Privacy and Security
At KUGO.com your privacy and security are our number one priority.
We do not share any identifiable information about you with other companies, except in the case of dealing with manufacturers for order fulfillment and warranty issues. In such a case, we offer this information only to improve your shopping experience at KUGO.com, and we only provide it under strict confidentiality.
We will never sell or rent your name, e-mail address, telephone or fax numbers, address, or credit card numbers or any other personal information you might have provided us.
We do collect your IP address and general browsing patterns when you visit our site. We use this anonymous information to help diagnose problems with our server and to assist us with improving your shopping experience at KUGO.com.
Placing orders with KUGO.com is secure, private, and easy. To ensure your safety we use Secure Sockets Layer (SSL) technology. SSL encrypts ALL of your personal information, protecting your confidential information from interception and hacking by third parties. Rest assured, your order is safe with us.
If you have any questions about our privacy statement, your personal information, or if you would feel more comfortable placing your order with a real person on the phone, please do not hesitate to give us a call toll-free at 1-800-986-0371 or e-mail us at info@kugo.com. We would love to hear from you!
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