Shipping, Returns, & Exchanges

SHIPPING, RETURNS, & EXCHANGES

SHIPPING SPEED

We have been consistently filling orders every business day for more than 15 years. We process your orders quick, and get them out the door even quicker. We do not outsource our fulfillment to 3rd party warehouses. We pack every order ourselves, in house, with extra care.  Our commitment to processing orders on time is a big reason so many loyal customers have been coming back to us for years. 

Here’s what you can expect from our shipping crew: If you place your order on a business day, before 9AM EST, we give it to the carrier the very same day! If your order is placed after 9AM EST, we get it to the carrier the next business day. Keep in mind that if you’re ordering on Friday after 9AM EST, your order will be shipped out first thing on Monday (the next business day).

Once your order has shipped you will receive a confirmation email with more detailed tracking information.

Domestic Shipping Estimates

• Standard Ground orders typically arrive within 3 - 5 business days
• Priority orders typically arrive within 2 - 4 business days
• Express / Overnight orders typically arrive within 1 - 2 business days

International Shipping Estimates

• DHL Express - Orders estimated to arrive within 3 - 5 days.
• UPS WW Int'l - Orders estimated to arrive within 6 - 10 days.
• UPS WW Economy  - Orders estimated to arrive within 7 - 21 business days.
• USPS Int'l - Orders usually arrive within 12 to 14 business days. 4 - 8 business days expedited.

* If you need faster shipping methods give us a call and we can arrange it for you.

Please note that these are estimates based on averages that we are seeing right now. We cannot guarantee these transit times. What we can promise is that we will hand your order to the carrier within 1 business day after you order. Please understand that we cannot control the exact speed of the shipment once we have handed it off to the shipping carrier.

INTERNATIONAL CUSTOMERS

Because the laws and fees are different across the world, any duties, customs, or import fees will be your responsibility. Some countries have longer hold times in customs that is out of our control.  If you are not seeing progress from your tracking link, please wait a few days for this to update before reaching out.  It’s normal for the international tracking information to take a few days to update while your order is in transit to your country, before it’s scanned in again.

SHIPPING INSURANCE

Route is shipping insurance that is automatically applied to your order, and protects you if your order is lost or stolen. If you opt-out of the Route shipping insurance during checkout, we are not liable for any lost, damaged, or stolen packages.

RETURNS

We are happy to always replace any products that arrive damaged, or defective. We do not cover any damage due to player use. Due to the nature of the game, wear and tear on the Kendama is very normal, such as dents or chips. The more impact you put on the Kendama, the faster you will chip the paint or scuff the ken. The amount of damage you’ll see on your Kendama is directly related to the way that you play it. Don’t worry too much about keeping the Kendama pristine and clean – it’s meant to be played and enjoyed! In fact, most advanced players prefer a Kendama that has some wear and tear, and is broken in nicely.

If you want to slow down the wear and tear, you’ll need to play very carefully, and minimize the impact of the Ken (handle) hitting the Tama (ball). You can do this by bending your knees while playing, and cushioning the ball when you catch it, reducing the impact. Soft hands! When you’re trying new or difficult tricks, try playing over a soft surface like carpet or grass. Dropping your Kendama on concrete is a sure way to cause extra wear and tear. With practice and proper technique, you can learn to play in a way that extends the life of your Kendama. If it’s your first time playing, have reasonable expectations and plan to beat it up a little. No Kendama is bulletproof.

We accept returns up to 30 days after receipt of the order. The product(s) must not be played, and must still be in the original packaging. To return a product, contact customer support by emailing Help@KendamaUSA.com prior to sending the item in. Any returns received without consent will be returned to the shipping address. If you're returning an item that arrived damaged or defective we'll be happy to cover the return shipping. We can even email you a prepaid return shipping label.  

EXCHANGES

If you’ve ordered the wrong product and want something different, we are happy to make an exchange or refund your order. In this situation, you will be responsible to arrange the return shipping. We will process your exchange or refund as soon as we have received the returned item(s), and ensure that they have not been opened or played. Please note that we cannot refund or exchange any products which have been opened or played.  

REFUNDS

If you'd like to return your product(s) for a refund please contact customer support by emailing us at Help@KendamaUSA.com