What is Kendama USA Shipping Protection?

Our shipping protection covers lost, stolen, and damaged items that fit the following criteria. Please review the policies below to understand what lost, stolen, and damaged items will cover.  

Lost Items Policies

Packages presumed to be lost

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for US (domestic) shipments (20 days for international shipments, including Canada & Mexico) and within 30 days from the last reported checkpoint.

Packages labeled "Return to Sender"

  • We do not cover packages labeled "return to sender" or that have been sent back to us. Items are returned to the sender when you (the customer) provide an invalid or undeliverable address or refuse a delivery.
  • We do not cover packages that get lost in transit back to us due to being provided with an invalid address. We will consider cases where the package is lost while being "returned to sender" due to a carrier error.

Invalid address or delivery barriers

  • Please contact us before the order is shipped so we can remedy incorrect addresses.
  • Sometimes carriers cannot deliver your package due to an invalid address or other unexpected delivery barriers. At this point, the mail carrier may return the package to us and we can work with you for a re-shipment attempt once we've received it. This would not be considered a lost package.

Only part of the order is delivered

  • If you ordered several items in one package but only part of the order arrived and there is no evidence of tampering please contact us for further assistance.
  • If a single order is being shipped in multiple packages and one package does not arrive, we will cover the order issue and reship it or refund the value of the undelivered item.
  • If you are missing an item in your order, reach out to us to have the missing items fulfilled.

Order stuck in customs

  • We do not cover orders stuck in international borders/customs.
  • Your next step may be to pay the customs fees to be able to receive the package.
  • If we replace something you've already paid customs on, we may be able to assist with customs designations for the replacement shipment.

Order marked as unfulfilled or unshipped

  • If the order is marked as unfulfilled or unshipped, Shipping Protection is not yet in action. If the order has been marked this way for several business days, please contact us to investigate the reason, or check your email as we may have already tried to contact you about the order.

Order issue filed too soon

  • If you are filing an order issue the same day that the package was marked as delivered, we may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit. The package could have been marked as delivered but could not fit in the mail receptacle or cannot be placed in a safe place so it will be delivered another time.

Stolen Items Policies

Delivered but Missing Package

  • Order issues for packages marked "delivered" yet not received are considered stolen 5 days after the “delivery date” but no longer than 30 days to ensure it was not miss-delivered or easily found around the premises.

Delivered to the wrong address

  • If you input the correct address at checkout and the package was delivered to the wrong address, we will attempt to redirect the delivery. If it is not recoverable, we will consider the package stolen and is covered under shipping protection.

Damaged Items Policies

Damaged Item Arrived

  • Order issues for damaged orders must be filed within 30 days of delivery.

Damaged items

  • A damaged item is considered to be a broken product that is unusable.
  • We may require further evidence of the damaged item (i.e. more photos, videos, etc.).

If the Damaged item is now out of stock

  • If we cannot reship the damaged items because we are out of stock, we can offer you a refund, gift card, or replacement product of your choosing of equal or lesser value.

Quality Control

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