Shipping & Returns
You may return most new, unopened items within 30 days of delivery for a refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.) and we will issue a replacemnt but open Items cannot be return for credit or refund. Adult Products, Lubes, Lotions, Lingerie or any products that touches the body cannot be returned after opened.
We will gladly accept returns and exchanges for Halloween costumes, decorations, and accessories by Wednesday, October 20, 2019. No refunds or exchanges after October 20th on costumes, wigs or makeup.
You should expect to receive your refund within one weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (3 to 7 business days), the time it takes us to process your return once we receive it (1 to 3 business days), and the time it takes your bank to process our refund request (2 to 5 business days).
If a replacement item is returned and customer does not return the original merchandise back customer is subject to another charge for the second item.
Shipping Fees: Shipping fees are not refundable. if customer returns an item for no fault of koma products a re-stocking fee of 20% will be deducted from the total order.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Please Note: In order to received any refund Items will have to be return first. No refunds will be issues if items are not returned. If Items are returned with open,use,or with missing any packaging or accessories not refunds will be issue and item will be sent back at your expense.
Special Order Products
Special order products are not eligible for return.
While Koma Products is more than happy to fill your order for a quantity of ten (10) or more of any given item in our inventory on a single purchase order, please understand that an order of that size, once purchase is completed, is automatically non-refundable. All other specific conditions related to the ordered item still apply, including any and all stipulations relative to any available replacement return policies. Please contact our customer service department with any questions you may have.
Product Return Procedures
To return a product to Koma Products, you must obtain an RMA number within the applicable return period for the product (described above). Koma Products will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days within which time returned products must be received by Koma Products. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label as well as the RMA invoice on the box(s) containing the returned product.
Customer is solely responsible for shipping any returned product to Koma Products. Customer agrees to use only reputable carriers capable of providing proof of delivery and insurance for the entire value of the shipment. Customer agrees to bear all shipping and insurance charges and all risk of loss for the return product during shipment. Customer agrees that all returned products will be 100% complete, in re-sealable condition, and will include the original packaging material, manuals, blank warranty cards, and other accessories provided by the manufacturer. If any component of the returned product is missing, Koma Products’s Return Procedure will be breached and Koma Products may in its sole and absolute discretion reject the entire return or choose to impose additional charges against the customer for replacement of the missing component(s). Koma Products will not refund the original shipping charges to the Customer. In addition, Koma Products may assess a 15% restocking fee against the Customer’s account or deduct the fee from the refund amount on all returns, subject to the Return Policy and any product-specific policy. Koma Products reserves the right to adjust the value of any item returned for refund to reflect its current market price, in which case the 15% restocking fee will be applied after this adjustment.
The return must be properly packaged to protect against damage in transit. Please note that any damage caused by mishandling, improper installation or product defacement will result in your return being denied and the product being returned to you.
We ask that you report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages in this time frame, we won't be able to accept the claim.
Wrong Shipping Information
Before submitting the order, Please make sure that the address provided is correct. We are not responsible for orders shipped to the wrong address provided to us at the time of shipping. If the order has been processed and shipped addresses cannot be changed. You will have to file a claim with the carrier to recover your package back. We will help with the claim but we cannot be responsible.
Refused shipments are treated like regular returns and may be charged a non-refundable 20% restocking fee. And Shipping Fees will not be refunded.
We do not cross-ship. Returns must be received, inspected and approved before we ship a replacement.
Original Shipping Charges
Your original shipping fees are non-refundable. Your original shipping charges are paid for the services provided by and to the original carrier, and will not be refunded to if your item is returned.
Normal order processing can take between 1-3 business days (Monday – Friday).
The following shipping methods are available, Standard Ground (3-7 business days), Expedited Shipping (1-4 Business days) Business days do not include weekends and there is no weekend delivery for any shipping method.
You can track your order by clicking here.
Orders delivered within the 48 contiguous states should arrive in 3 – 7 business days depending on delivery location. Orders shipped to Alaska and Hawaii will take an additional 2 – 5 days for delivery and are subject to an additional $8.99 delivery fee. Alaska and Hawaii are excluded from Free Shipping promotions.
Expedited Shipping is only available on select products for our customers who ship orders within the 48 contiguous United States Addresses, PO BOX Address cannot be guarantee as there’s additional dates for processing. Expedited Shipping orders will be processed on the same day if they are placed by 2:00pm ET on a business day, and should arrive in 1-3 business days. Orders placed after 2:00pm ET will be processed on the following business day, and should arrive in 1-3 business days not including weekend days. All orders must have a valid street address (no PO Boxes). Not all items are eligible for expedited delivery. This method is not available for Alaska or Hawaii, as we cannot guarantee the delivery dates
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Some Items will require Signature upon delivery.
Koma Products LLC
1640 W. Jackson St
Painesville, OH 44077