If you have a question that is not answered on this FAQ page, please feel free to contact us via our contact page and we will do our best to respond within 24 hours.

When will my item be shipped?

Orders are shipped within 48 hours during regular business hours (Monday to Friday, 8:30 a.m. to 4:30 p.m. PST).

Personalized orders are shipped within 7 business days.


Can I change my order?

Once you have completed your order online, it will be shipped within 48 hours during regular business hours (Monday to Friday, 8:30 a.m. to 4:30 p.m. PST). Therefore, cancellations or changes to your order cannot be accepted after 24 hours.

Personalized orders cannot be changed or cancelled once the order has been submitted.


What is your return policy?

All refunds and exchanges must be made within 30 days of receipt. Product may be returned in new condition and in its original packaging for a prompt exchange for the same item or a full refund. Please note that reimbursement of monies paid by credit card takes 24 hours. However, reimbursement of monies paid by PayPal takes up to 5 business days, due to banking requirements beyond our control.

When returning an item, please write your order number on the outside of the box.

Personalized orders cannot be returned or exchanged.


What should I do if my shipment is damaged?

We stand behind the quality of every Kanata product and guarantee our products to be free from defects in materials and workmanship. If you discover a problem with your product, please call our Customer Service at 1-800-594-9411, Ext. 223. We may be able to resolve the problem without requiring you to return the item. You should retain all packaging until you are completely satisfied with the condition and performance of your purchase. Doing so will make it easier to return the item if necessary.


What methods of payment can I use to shop online?

Kanata accepts Visa and MasterCard, as well as payments via PayPal.