Return Policy

QUICK LINKS: RETURN POLICY, RETURNS, INCORRECT SHIPMENTS, DAMAGED SHIPMENTS

RETURN POLICY

This Return Policy constitutes a binding legal contract between you and OTT Enterprises, LLC, dba Amazon Kinkade (“OTT”) the owner and operator of the www.kinkadestudios.com Web site (the "Site"). By ordering any product or service via the Site, you signify your acceptance of this Agreement and our Terms of Sale, Legal and Privacy Policies, as they may be amended or supplemented from time to time. Changes to this Agreement will be effective when posted.

We take the issue of privacy on the Internet very seriously.

To view our Terms of Sale policy, click here.
To view our Legal policy, click here.
To view our Privacy policy, click here.

For all merchandise: Please open your cartons and identify all materials immediately upon receipt of shipment. This is to ensure all items ordered are present and intact. If the product you receive is damaged, you MUST make note of the damages on the truck bill of lading or immediately notify your delivery driver to mark any damages on their shipping form. YOU MUST MAKE NOTE OF ANY DAMAGES BEFORE THE DRIVER LEAVES YOUR FACILITY. Our staff will be happy to assist you with filing a shipping claim; however damage claims are your responsibility.

RETURNS

This policy pertains to any product ordered either through this Site or over the phone. We do not allow any exceptions to this policy.

  • We do NOT ACCEPT returns of potted trees over 5’ tall, potted large plants over 4’ tall, any custom décor items (trees, plants or flowers), specialty sourced items, potting supplies and/or acrylic water kits.
  • Items that have been displayed may not be returned.
  • Items must be returned in their original box and condition. Items not returned in their original box or improperly repackaged will not be accepted.
  • All returns must be made within 7 days of date of receipt of shipment. If you wish to return undamaged merchandise in its original box and/or packaging, please contact our customer support department at 949-951-2556 or e-mail us at support@kinkadestudios.com. Include your order number or customer account number (if available), item number, and the quantity you wish to return. Also, briefly explain why you would like to return the merchandise.
  • We will issue you a return authorization number. Please mark the outside of your carton (s) with your return authorization number for immediate processing.
  • No merchandise will be accepted without prior authorization.
  • A 25% restocking fee will be assessed on all returns.
  • Wewill give you the correct shipping address to return the merchandise. Please DO NOT return product to us without receiving prior instructions or return additional merchandise not previously authorized.
  • OTT is not responsible for the freight charges of returned goods directly resulting from customer error. However, we will assist you in choosing the most economical method to ship back your return.
  • You will have 5 business days from the date you receive your return authorization number to send returned items back to our shipping facility. Items shipped more than 5 days after the return authorization has been given will not be refunded.
  • Upon receipt of the returned merchandise, the returned product will be inspected. We will not authorize a refund for any product that has been subject to misuse, improper storage, unauthorized modification, unauthorized repair, neglect, alteration, improper installation or other acts which are not the fault of OTT, including damage caused by shipping. Additionally, our products are not recommended for outdoor use unless expressly noted, and OTT is not responsible for any damage caused by the weather.

After the product has been returned and inspected by OTT shipping staff, either we will issue a credit to your credit card or by check, depending on what payment method was used at the time of purchase within 14 days of our inspection and approval.

INCORRECT SHIPMENTS

If you received an item that is incorrect or improperly described please notify us within 3 business days of receipt so we may correct the issue. Incorrect shipments that are not brought to our attention within this timeframe will be handled as a normal return and be subject to standard charges as posted in the Return Policy.

DAMAGED SHIPMENTS

If you received an item that was damaged in shipping you must note the damage on the bill of lading or notify the delivery driver (for FedEx or UPS) upon receipt. If the item was left without your signature please contact us for instructions.

All damaged items must be brought to our attention within 2 business days of your receipt of the item. We will not process a refund or exchange until the claims process is complete. This process typically take 2-3 weeks. You must keep all packaging materials.

To help you with the claims process we will gather information for you and file the claim with the shipping company. Any refund will be subject to the limitations of the shipping company's damage claim policies. We willl refund the exact amount that the shipping company approves the claim for.

Posted 6/27/06

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