Shipping, Returns, and Cancellation Policy

1. Shipping Policy

1.1. Shipping Methods

To ensure that your orders reach you in a timely and efficient manner, we offer a variety of shipping methods. The specific details of our shipping methods include:

1.1.1. Available shipping options and delivery carriers

We partner with reliable delivery carriers to offer multiple shipping options, ensuring flexibility and reliability for our customers. The available options include:

1.1.1.1. Standard Shipping
Standard shipping is our most economical option, providing reliable delivery for non-urgent orders. It is suitable for customers who quickly receive their items and prefer to save on shipping costs. This method is handled by reputable carriers known for their consistent service.

1.1.1.2. Expedited Shipping
Expedited shipping offers a faster delivery timeline compared to standard shipping. This option is ideal for customers who need their items sooner and are willing to pay more for quicker delivery. It balances speed and cost, making it a popular choice for many.

1.1.1.3. Express Shipping
Express shipping is our fastest delivery method, ensuring that your items arrive as quickly as possible. This service is perfect for urgent orders that require immediate attention. It involves premium carriers specializing in rapid delivery, often within one to three business days.

1.1.1.4. International Shipping
For customers outside the domestic region, we offer international shipping. This service covers many countries, ensuring our products are accessible globally. Delivery times vary based on the destination and local customs processing times. We partner with global carriers known for their efficiency and reliability.

1.1.2. Estimated delivery times

Delivery times vary depending on the shipping method chosen and the destination of the order. Our estimated delivery times are as follows:

1.1.2.1. Standard Shipping
Typically, standard shipping takes between 5 to 10 business days for domestic orders. This estimate may vary based on the destination’s proximity to our fulfillment centers and the carrier’s schedule.

1.1.2.2. Expedited Shipping
Expedited shipping generally delivers within 2 to 5 business days. This method prioritizes speed while maintaining cost-effectiveness, ensuring customers receive their items faster than standard shipping.

1.1.2.3. Express Shipping
Express shipping delivers within 1 to 3 business days. This is the best option for urgent deliveries, offering the quickest turnaround time. It is ideal for time-sensitive purchases and last-minute orders.

1.1.2.4. International Shipping
International shipping delivery times vary widely, typically 7 to 21 business days. Factors influencing this include the destination country, local customs processing times, and the efficiency of the local delivery service.

1.2. Shipping Charges

Our shipping charges are designed to be transparent and fair, reflecting the cost of delivery based on various factors:

1.2.1. Calculation of shipping costs

Shipping costs are calculated based on several criteria to ensure fairness and transparency:

1.2.1.1. Shipping Method
Different shipping methods have varying costs. Standard shipping is the most economical, while express shipping incurs higher fees due to expedited service. Customers can choose the method that best fits their needs and budget.

1.2.1.2. Order Weight and Dimensions
Heavier and more oversized items may incur higher shipping costs due to increased handling and transportation requirements. The shipping cost is calculated to reflect these additional expenses, ensuring that the pricing is fair and accurate.

1.2.1.3. Destination
Shipping costs vary depending on the destination of the order. International shipping may include additional fees for customs and import duties. These costs are calculated based on the destination country’s regulations and the carrier’s rates.

1.2.2. Free shipping eligibility

We offer free shipping on eligible orders, providing customers with cost-saving opportunities under certain conditions:

1.2.2.1. Order Value
Orders exceeding a specified value may qualify for free standard shipping. The threshold for free shipping will be indicated on our Website, allowing customers to take advantage of this benefit when making larger purchases.

1.2.2.2. Promotions and Discounts
From time to time, we may offer promotions that include free shipping. These offers will be communicated through our Website and marketing channels, enabling customers to enjoy free shipping during promotional periods.

1.3. Order Tracking

We provide comprehensive order tracking to keep you informed about the status of your shipment:

1.3.1. How to track your order

Once your order has been shipped, you can track its progress using the following methods:

1.3.1.1. Shipping Confirmation Email
You will receive a shipping confirmation email with a tracking number and a link to the carrier’s tracking page. This allows you to monitor your order in real-time, ensuring that you are always informed about the status of your shipment.

1.3.1.2. Order Tracking Page
You can also track your order directly from our Website. Visit the “Order Tracking” section and enter your order number and email address to view the status of your shipment. This feature provides a convenient way to check on your order’s progress without navigating away from our site.

1.3.1.3. Customer Service
Our customer service team can help you if you have any problems or have questions about tracking your order. Contact us via email, phone, or live chat for support. Our team is dedicated to ensuring you have all the information you need about your shipment.

By providing a range of shipping methods, transparent shipping charges, and reliable order tracking, we aim to ensure a smooth and satisfactory delivery experience for all our customers.

2. Return Policy

2.1. Return Eligibility

Our return policy is designed to ensure customer satisfaction while maintaining fair and reasonable guidelines for returning products. The conditions for accepting returns are as follows:

2.1.1. Conditions for accepting returns

To be eligible for a return, products must meet specific conditions: 

2.1.1.1. Time Frame
So that you know, returns must be started within seven (7) days of receiving your order. This time frame makes sure that any issues are taken care of promptly. 

2.1.1.2. Product Condition
Items must be in their original condition, unused, and in the original packaging. This includes all original accessories, manuals, and documentation. Products that have been used, damaged, or altered in any way may not be eligible for return.

2.2. Return Process

To facilitate a smooth return process, we have outlined the necessary steps and requirements:

2.2.1. Steps to initiate a return

If you wish to return a product, please follow these steps: 

2.2.1.1. Contact Customer Service
Contact our customer service team to request a Return Merchandise Authorization (RMA) number. Provide your order number, the item(s) you wish to return, and the reason for the return. Our team will guide you through the process and provide the necessary information.

2.2.1.2. Receive RMA Number
Once your return request is approved, you will receive an RMA number. This number must be included with your return shipment to ensure proper processing.

2.2.2. Required documentation and packaging

Proper documentation and packaging are essential for a successful return: 

2.2.2.1. Documentation
Please include a copy of your original receipt or proof of purchase, along with the RMA number provided by our customer service team. This documentation is necessary to verify your return and process your refund. 

2.2.2.2. Packaging
Securely package the item(s) in the original packaging, including all original accessories, manuals, and documentation. Please write the RMA number on the outside of the package to ensure it is properly identified when it’s received.

2.3. Refund Policy

Our refund policy ensures that you receive your refund promptly and efficiently once your return is processed:

2.3.1. Processing time for refunds

Refunds are processed within a specific time frame to ensure timely resolution: 

2.3.1.1. Inspection Period
When you get your returned item(s), our team will review them to verify their condition and eligibility for return. This inspection typically takes 3 to 5 business days. 

2.3.1.2. Refund Approval
We will initiate the refund process once the inspection is complete and the return is approved. You will receive a confirmation email that your refund is being processed.

2.3.2. Refund methods and timelines

Refunds are issued through various methods, depending on the original payment method and your preference: 

2.3.2.1. Original Payment Method
Refunds are typically issued using the original payment method used for the purchase. This includes credit or debit cards, digital wallets, and other payment options. The time it takes for the refund to be credited to your account depends on your payment provider, typically 5 to 14 business days. 

2.3.2.2. Store Credit
Sometimes, you may receive a store credit instead of a refund using the original payment method. Store credits are processed immediately and can be used for future purchases on our Website. 

2.3.2.3. Notification of Refund
Once the refund has been processed, you will receive a confirmation email. This email will include the refund amount, the method used, and the expected timeline for the funds to appear in your account.

By providing clear guidelines for return eligibility, a structured return process, and a transparent refund policy, we aim to ensure a fair and satisfactory experience for all our customers.

3. Cancellation Policy

3.1. Order Cancellation

We understand that circumstances may arise where you need to cancel an order. Our cancellation policy provides clear guidelines to facilitate this process:

3.1.1. Conditions under which orders can be cancelled

To ensure a smooth and fair cancellation process, the following conditions apply: 

3.1.1.1. Before Shipment
Orders can be cancelled before they have been processed for shipment. This means you must request the cancellation before you receive the shipping confirmation email. Once an order has been shipped, it cannot be cancelled, and you will need to follow the return process outlined in our return policy. 

3.1.1.2. Eligibility
Certain custom or personalized items may not be eligible for cancellation once production has begun. Additionally, items marked as final sale or clearance may not be eligible for cancellation. Please look at the product listing for specific details regarding cancellation eligibility.

3.1.2. Process to request a cancellation

To request a cancellation, follow these steps: 

3.1.2.1. Contact Customer Service
Contact our customer service team immediately to request a cancellation. Provide your order number and the reason for the cancellation. Our team will be able to verify the status of your order and let us know if it can be cancelled. 

3.1.2.2. Confirmation of Cancellation
If your order is eligible for cancellation, our customer service team will confirm and provide you with a cancellation confirmation. This confirmation lets you know that your order has been successfully cancelled.

3.2. Refund for Canceled Orders

Once your cancellation request has been processed, we will issue a refund according to the following guidelines:

3.2.1. Timeline and method of refund for cancelled orders

We aim to process refunds for cancelled orders promptly and efficiently: 

3.2.1.1. Refund Processing Time
Once the cancellation is confirmed, we will initiate the refund process. The time for the refund to be processed and credited to your account depends on your payment provider, typically 5 to 10 business days. We strive to process refunds as quickly as possible to minimize any inconvenience. 

3.2.1.2. Refund Method
Refunds will be issued using the original payment method used for the purchase. This includes credit or debit cards, digital wallets, and other payment options. If the original payment method is unavailable, we may offer a store credit or alternative refund method based on your preference.

3.2.2. Notification of Refund

To keep you informed about the status of your refund: 

3.2.2.1. Refund Confirmation Email
You will receive a confirmation email once the refund has been processed. This email will include the refund amount, the method used, and the expected timeline for the funds to appear in your account. 

3.2.2.2. Follow-Up Support
Our customer service team can help you with any questions or concerns you might have about your refund. Contact us via email, phone, or live chat for support.

By providing clear conditions for order cancellations, a structured process to request cancellations, and a transparent refund policy, we aim to ensure a fair and satisfactory experience for all our customers.

4. Contact Information

4.1. Customer service contact details for shipping, returns, and cancellations

We are dedicated to providing excellent customer service and support for all inquiries regarding shipping, returns, and cancellations. If you have any questions or need help, please let us know. The contact details for our customer service team are as follows:

4.1.1. Customer Service Email

For general inquiries, support, or feedback regarding shipping, returns, and cancellations, please email our customer service team at:

• Email: legal@poskits.com
  We aim to respond to all email inquiries within 24-48 hours. This method is suitable for non-urgent questions and detailed support requests.

4.1.2. Customer Service Phone

For immediate assistance or urgent matters, you can contact our customer service team by phone:

• Phone: +1 (587) 333-8595
  Our phone support is available during business hours, Monday to Friday, 9:00 AM to 5:00 PM MST. Speaking directly with a customer service representative can help quickly resolve any pressing issues.

4.1.3. Live Chat

If you need real-time assistance, you can use the live chat feature on our website. Our live chat support is available during business hours and instantaneously communicates with our customer service team. Look for the chat icon at the bottom right corner of our Website to start a conversation.

4.1.4. Mailing Address

If you prefer to contact us by mail or need to send us physical documents related to shipping, returns, or cancellations, please use the following mailing address:

• Mailing Address:
  Legal Team
  FraQtion Labs Inc.
  1138 10TH Avenue SW
  Calgary, Alberta, T2R 0B6
  Canada

Please include your contact information and a detailed inquiry description in your correspondence. When we get it, we will respond to mailed inquiries as soon as possible.

4.1.5. Social Media

You can also reach out to us through our official social media channels for quick questions and updates:

• Facebook: @poskits
• Instagram: @poskits
• Twitter: @poskits

4.1.6. Online Contact Form

Our Website features an online contact form that allows you to submit inquiries directly to our customer service team. To access the form, visit our website’s “Contact Us” section and fill out the required fields. This method is convenient for submitting detailed inquiries and receiving a response via email.

4.1.7. Response Time

We’ll be happy to answer all questions as soon as possible. While response times may vary based on the method of contact and the nature of the inquiry, our goal is to provide timely and practical support. We recommend using our phone or live chat support for the quickest response for urgent matters.

4.1.8. Language Support

We provide customer support in multiple languages to accommodate our diverse user base. If you prefer to communicate in a language other than English, please let us know what you prefer when you contact us, and we will do our best to accommodate your request.

4.1.9. Feedback and Suggestions

We welcome your feedback and suggestions for improving our services. If you have ideas or recommendations, please share them with us through any of the contact methods listed above. Your valuable input helps us enhance our offerings to serve you better.

We want you to know that we aim to address your questions effectively and enhance your experience with POS Kits by providing multiple contact options and ensuring responsive support.