FAQs
Our happiness team is always here to assist.
Orders and Shipping
How long does it take for me to receive my order?
Orders are usually processed within 1–2 business days. Delivery time depends on your location: local deliveries may take 2–5 business days, while international shipping can take 7–14 business days.
How do I create an account?
Click on the “Sign Up” button at the top of the homepage, enter your name, email, and password, then confirm via email. Your account will be ready instantly.
How do I change my shipping address?
Log into your account, go to “My Account” → “Addresses”, and update your shipping details. If an order is already placed, contact customer support immediately to request changes.
How do I track the status of my order?
After placing an order, you’ll receive a tracking number via email. Enter this number on the “Track Order” page to see real-time updates.
Will you keep my credit card information on file?
For security, Kenzymart does not store your card details directly. Payments are processed through secure third-party gateways.
Do you charge sales tax?
Sales tax is applied based on your shipping destination. The exact amount will be shown at checkout.
Do you ship to my country?
Yes, Kenzymart ships internationally. At checkout, you’ll see available shipping options for your country.
Will my items come in one package?
If all items are from the same warehouse, they’ll arrive together. Otherwise, you may receive multiple packages with separate tracking numbers.
Returns and Exchanges
What is your returns policy?
Items can be returned within 14 days of delivery if unused and in original packaging. Refunds are processed once the item is inspected.
I received the wrong item
Contact customer support immediately with your order number and photos. A replacement or refund will be arranged.
My order arrived damaged
Take clear photos of the damaged item and packaging, then contact support. You’ll be offered a replacement or refund.
Where should I mail my authorized return?
The return address will be provided by customer support once your return request is approved.
How do I receive customer support?
You can reach support via the “Contact Us” page, email, or live chat. Response time is typically within 24 hours.
What do I do if I entered an incorrect shipping address?
Contact support immediately. If the order hasn’t shipped yet, they can update it. If shipped, you may need to wait for the package to return and then request reshipment.
Can I change or cancel an order after I've submitted it?
Orders can be changed or canceled within a few hours of placement. Contact support quickly to request modifications.
Can I pre-order an item that is sold out?
Yes, if pre-orders are available. The product page will show a “Pre-order” option with estimated shipping dates.