SHIPPING & RETURNS

Q) Order processing?
Please allow a processing time of 24-48 hours for your order(s) to ship. Equipment orders will take up to 2 weeks before leaving our site. (Order processing is done during normal weekdays only, no holidays or weekends.)

Q) Shipping methods?
For small packages, we offer UPS & FedEx Express shipping options, and availability will vary by destination.
Shipping to Residential Area, Hotel/ Motel (etc.), Trade Show/ Conventions/ Conferences, & Courier/ Flight Forwarders addresses not proceeded.

Large items will be shipped by AIR Freight regardless of shipping method selected.

International destinations can take up to 15 days for delivery and will vary depending on your selected shipping method. The receiver is responsible for the duties and taxes if the orders will be shipped outside of the China. 

Q) Order tracking?
Online order can be tracked by login to your account. Please allow 24 hours after order is shipped to see logging details.

If you need a tracking number for your order, please send an email to sales@kinheng.com along with your order/invoice number.

Q) Import/export tax, duty, GSM, Customs Clearance, and etc?
All import/export related expenses are the sole responsibility of the buyer; charges will vary from country to country. Please consult with your local import experts or transportation carrier for more details.

Q) Lost or Stolen packages?
Please report all lost or stolen packages to us at the earliest possible time. An investigation will be open soon after reporting the incident to us, and a final ruling will be issued by the carrier for the claim after 10-15 business days. A replacement package will be sent as soon as the claim is accepted by the responsible carrier.
 

Q) Return Policy?
Kinheng guarantees the quality of all products. If the product is defective, you can exchange/return for refund within thirty (30) calendar days of the original invoice date. All merchandise returned to us must be accompanied by a Return Merchandise Authorization Number (RMA#).

Please complete the RMA form and submit to sales@kinheng-crystal.com to obtain an RMA.

The following information must be contained in the request form:
1) Order number or invoice number
2) Number & quantity
3) Reason for return & nature of the problem

(Any missing or incorrect information may result in a delayed process or a rejection of request).

RMA numbers are good for fifteen (15) days from the date of issue. Prepaid shipping is required for all product returns. A copy of your original invoice is required to process your return. Returned merchandise must be in original, new, re-sellable condition, accompanied by all original packaging, documentation, and accessories. In all cases, the returned product must be shipped prepaid with an approved RMA number clearly shown on the shipping label.

Merchandise can not be returned due to customer's improper storage. (some of our single crystal products must be kept under a certain temperature and/or without possible moisture -- dry condition) Kinheng reserves the right to refuse merchandise or impose a minimum 25% restocking fee for any returns not meeting the above requirements.

Any returned items may be subject to a 25% restocking fee and must be returned within 30 days of purchase. Returned items must be in unused condition and retain all the original packing materials.

All merchandise must be received before any refunds or replacement can be processed (no cross-shipping). Please allow two weeks for processing.

*Shipping & handling are not refundable.
*Opened consumable supplies may not be returned or refunded.