Frequently Asked Questions

Frequently Asked Questions (FAQs)

1. What should I do if my package is marked as delivered, but I haven't received it?

If your package status indicates it has been delivered but you do not have it, please contact the courier (USPS or UPS) directly for assistance. They can provide details regarding the location of your package and guide you through the process of filing a missing package claim.

2. How do I file a claim for a missing package?
 

To file a claim for a missing package, please visit the appropriate link for your chosen courier and complete the required information on their website. Ensure you have your tracking number readily available. You can file a claim through the following links: 
   - USPS: USPS Claims (https://www.usps.com/help/claims.htm) 
   - UPS: UPS Claims (https://www.ups.com/us/en/support/file-a-claim.page). The courier will provide updates on your claim status and issue a refund if applicable.

3. What should I do if my package arrives damaged?
 
If your package arrives damaged, please email us at info.kmlounge@gmail.com (mailto:info.kmlounge@gmail.com) with the following details: your name as it appears on the order, your order number, and any pictures or videos demonstrating the damage. We will review the information and file a claim on your behalf if it is determined that the item was damaged during transit. Please note that claim processing may take 30-60 days, and we will keep you informed of any updates.

4. What steps should I take if my item is not functioning properly?
 
If you receive an item that is not functioning as expected, please send a video demonstrating the issue to info.kmlounge@gmail.com (mailto:info.kmlounge@gmail.com). Once we verify that the item is faulty, we will arrange for a replacement to be sent to you.

5. How long do I have to request a replacement after my package is delivered?
 
You have 14 days, including weekends, from the date your package is marked as delivered, to submit the necessary information for a replacement request. Please refer to question #4 for details regarding the replacement process.

6. What happens if my item malfunctions after the 14-day return period?

If your item stops working after the 14-day period, we will do our best to accommodate you with a discount towards the purchase of a new item.

7. Can I change my shipping address after placing an order?

If you need to change your shipping address, please contact us as soon as possible at info.kmlounge@gmail.com (mailto:info.kmlounge@gmail.com). We can make changes to your order before it has been shipped. Once the package is in transit, we will not be able to alter the address.

8. What payment methods do you accept?

We accept various payment methods, including credit cards (Visa, MasterCard, American Express), PayPal, Sezzle, Shop Pay and other secure payment options. Please check our website for the most current list of accepted payment methods.

9. Do you offer international shipping?

Yes, we offer international shipping. Shipping rates and delivery times may vary depending on the destination. Please refer to our shipping policy on the website for detailed information.

10. How can I track my order?

After your order has been shipped, we will send you an email containing a tracking number and a link to the courier's tracking page. You can use this information to monitor the status of your shipment.

11. Do you offer gift wrapping or special packaging?
 
Currently, we do not offer gift wrapping or special packaging. However, we strive to ensure that all items are packaged securely to prevent damage during shipping.

If you have any further questions or require assistance, please do not hesitate to contact us at info.kmlounge@gmail.com (mailto:info.kmlounge@gmail.com). We are here to help!