Returns-Refunds Policy

FREE SHIPPING ON U.S ORDERS OVER $75
FREE SHIPPING ON INTERNATIONAL ORDERS OVER $100.
FREE SHIPPING ORDERS ARE SHIPPED VIA DHL.

SHIPPING

Here’s the deal. We don’t slack around here. We pack up orders quick, and push them out the door even quicker. This is the reason so many customers have been coming back to us for years. We don’t have any Amazon flying drones (yet), but we’re as quick as we can humanly be until then. Back in 2007 I was hand writing addresses and riding my bike to make post office deliveries. Today we have all sorts of software and fancy shipping tools that help make us extra efficient and fast.

Here’s what you can expect from our shipping crew: If you place your order on a BUSINESS day, before 1pm EST, we give it to the post office THAT SAME DAY! If your order is placed after 1pm EST, we get it to the post office the next BUSINESS day. Keep in mind that if you’re ordering on Friday after 1pm EST, your order will be shipped out first thing on Monday (the next BUSINESS day). Honestly, a lot of times we will even stick around Saturday and fill orders then, too. If the post office was open Sunday, we would never sleep. Many days we make several trips to the post office to ship out as many orders as we can before the last truck goes out. Once your order has shipped you will receive a confirmation email with more detailed tracking information.

Currently all of our domestic online orders ship via DHL & delivered by USPS..

  • Economy orders typically arrive within 2 - 8 business days.
  • Standard orders typically arrive within 1 - 5 business days.

International orders are shipped either via USPS or DHL which ever you choose.

  • DHL International orders estimates arrival within 7 - 14 business days. 6 - 10 days expedited.
  • USPS International orders usually in 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. We do not guarantee these transit times. What we can promise is that we will hand your order over to the post office within 1 business day after you order, if not sooner. Please understand that we cannot control the exact speed of the shipment once we have handed it off to the post office.

 

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 Kendama(s) must not be played and in original packaging. To return a product, contact customer support by emailing customersupport@kendamausa.com prior to sending the item in. Any returns received without consent will be returned to the shipping address.

Exchanges

If you’ve ordered the wrong product, wrong color, or the wrong size, we are happy to make an exchange or refund your order. In this situation you will need to cover the return shipping. 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.  Please note that we cannot refund or exchange any products which have been played.  

Refunds

If you'd like to return your product or order for a refund please contact customer support by emailing us at customersupport@kendamausa.com 

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