Covered Items:
- Lost items in transit (after specified waiting periods).
- Stolen items after filing a police report.
- Damaged items (with evidence provided).
- Partial refund for cosmetic damages at the discretion of King Kong UTV.
Lost Items Policy:
- Packages presumed to be lost must be reported within 7 days after the last tracking update for domestic shipments (within 30 days for international shipments).
- If a single order is shipped in multiple packages and one package doesn’t arrive, Enhanced Shipping Protection covers the undelivered package.
- Packages labeled “return to sender” are not covered because they were sent back due to invalid address or customer refusal.
- If a customer files a case on the same day the package was marked as delivered, they may be asked to wait 2-3 business days to allow for any transit delays.
Stolen Items Policies:
- If a package is marked as delivered but not received (considered stolen), a case must be filed within 7 to 15 days of the delivery date to ensure it wasn’t misdelivered.
- King Kong UTV may require a police report for stolen packages marked as delivered.
- The customer needs to file a police report, send an email with a brief description, police report PDF, and order number to process the case.
- Additional documentation may be required upon request.
Damaged Items Policies:
- Damaged items must be clearly unusable, broken, fractured, shattered, etc.
- Cosmetic damage, manufacturing damages, packaging errors, and unsealed items are not covered, but partial refunds may be offered for cosmetic damage at King Kong UTV’s discretion.
- Enhanced Shipping Protection requires evidence of the damaged item, such as photos.
General Policies:
- Enhanced Shipping Protection does not cover shipments sent to the incorrect address if the customer provided the wrong address.
- Quality control issues are not covered by Enhanced Shipping Protection.
- Shipping delays are not covered, and customers should directly contact the carrier if there are any issues with expedited shipping.
- If a customer does not respond to an order issue within 7 days, the case will be automatically closed. After 30 days of no response, the case will be permanently closed.
It’s essential to review and understand these policies carefully if you decide to opt out of King Kong UTV’s Enhanced Shipping Protection. Always refer to the latest version of the policy for the most accurate and up-to-date information.