Shipping policy
Shipping Policy
Processing Time
All orders are processed within 1 to 2 business days (Monday through Friday, excluding federal holidays). Orders placed after 2:00 PM EST may be processed the following business day. You will receive a confirmation email with your tracking number once your order has shipped.
Domestic Shipping (United States)
| Method | Estimated Delivery | Cost |
|---|---|---|
| Standard Shipping | 3 to 5 business days | FREE on all orders |
| Expedited Shipping | 2 to 3 business days | $9.95 |
| Overnight Shipping | 1 business day | $19.95 |
All domestic orders ship free via USPS or UPS. Expedited and overnight options are available at checkout for an additional fee. Delivery estimates begin from the date of shipment, not the date of order.
International Shipping
| Region | Estimated Delivery | Cost |
|---|---|---|
| Canada | 7 to 12 business days | $8.95 |
| Europe (EU + UK) | 10 to 18 business days | $12.95 |
| Australia / New Zealand | 12 to 21 business days | $14.95 |
| Rest of World | 14 to 28 business days | $14.95 |
International orders may be subject to customs duties, import taxes, or brokerage fees upon arrival. These charges are the responsibility of the recipient and are not included in the product price or shipping cost. Kency has no control over these charges and cannot predict their amount.
Order Tracking
Every order receives a tracking number via email once shipped. You can track your package at any time using the link provided in your shipping confirmation email. If you have not received tracking information within 3 business days of placing your order, please contact our team at support@bykency.com.
PO Boxes and Military Addresses (APO/FPO/DPO)
We ship to PO Boxes and military addresses via USPS. Standard delivery times may be extended for APO/FPO/DPO addresses by 5 to 10 additional business days depending on location.
Shipping Restrictions
Kency currently ships to the United States, Canada, European Union, United Kingdom, Australia, New Zealand, and select international destinations. Some remote regions or territories may not be serviceable. If your address is not eligible for delivery, you will be notified at checkout.
We do not ship to freight forwarding addresses.
Lost, Stolen, or Damaged Packages
If your package is marked as delivered but you have not received it, please check with neighbors and your local carrier office first. If the package cannot be located within 48 hours, contact our team at support@bykency.com.
For packages damaged during transit, email us with a photo of the damaged item and packaging within 7 days of delivery. We will send a replacement at no charge.
For packages lost in transit (no tracking updates for 10+ business days domestically, or 21+ business days internationally), contact our team. We will file a claim with the carrier and send a replacement or issue a full refund at your choice.
Order Modifications and Cancellations
Need to change your shipping address or cancel an order? Email support@bykency.com as soon as possible. We can modify or cancel orders that have not yet been fulfilled (typically within 12 hours of placing the order). Once an order has shipped, it cannot be modified or cancelled.
Holiday and Peak Season Delays
During holiday periods (Black Friday, Cyber Monday, Christmas, New Year) and promotional events, processing times may extend to 3 to 4 business days. Carrier delivery times may also be longer than usual during these periods. We recommend ordering early to ensure timely delivery.
Contact Us
For any shipping-related questions:
Email: support@bykency.com Response time: Within 24 hours on business days
📝 RETURN POLICY — Kency
60-Day Money-Back Guarantee
We stand behind every product we sell. If you are not satisfied with your purchase for any reason, you may request a full refund within 60 days of delivery.
What's covered:
- Opened products, including partially used items
- Sealed, unopened products
- All products purchased directly from bykency.com
How to request a refund:
- Email support@bykency.com with your order number
- Our team will process your refund within 3 to 5 business days
- The refund will be credited to your original payment method
You do not need to return the product. For opened or partially used items, we do not require the product to be shipped back. For sealed, unopened items, we may provide a prepaid return label at our expense (US orders only).
What's not covered:
- Orders placed more than 60 days before the refund request (based on delivery date, not order date)
- Products purchased from unauthorized third-party retailers
- Shipping costs on international orders (original shipping fee is non-refundable on international returns)
- Gift cards
Refund timeline: Once approved, refunds are processed within 3 to 5 business days. Depending on your bank or credit card provider, it may take an additional 5 to 10 business days for the credit to appear on your statement.
Exchanges
We do not offer direct exchanges at this time. If you would like a different product, please request a refund and place a new order.
Damaged or Defective Products
If you receive a damaged or defective product, email support@bykency.com with a photo of the item within 7 days of delivery. We will send a replacement at no charge with no need to return the original.
Contact for Returns
Email: support@bykency.com Include: Your order number and a brief reason for the return (optional but helps us improve) Response time: Within 24 hours on business days