 From Our Warehouses
Products listed in our online catalog are generally immediately available
for shipping. We can have your product(s) shipped to you
in five to seven
business days. Sometimes it can be quicker, but use the 5-7
number as an "average". Occasionally, we must ship items directly from the manufacturer of that item. When this happens, shipping may be delayed 3-4 more days. Please take this into account when ordering your items. If it is a time sensitive shipment, please upgrade your shipping to express.
Order Process
The ordering and information update process goes as such.
• Customer Places Order - You place your order on our secure online site. Once the order is submitted, your confirmation is displayed for you to print as well as a copy being emailed to you for your records.
• Order is Processed and Funds Withdrawal - During the next business hour (10am-6pm EST) after your order is placed, your payment will be processed. At this time, your order status will go from "Pending" to "Processing". If you paid with Check or Money Order, you will be sent a money request email with another invoice. Mail this along with your payment.
• Funds Approved - Once the funds are approved and address verification is complete, your order will begin to ship. At this point, your order will go from "Processing" to either "Shipped" or "Dropshipped". "Shipped" orders will usually accompany a tracking number, as they left our center. Orders which are "Dropshipped" will not have the tracking information immediately, as it usually take 3-4 days.
• If There is a Problem - In the event
your order is rejected for any reason, an order update by the customer will be required. If the funds are rejected, you will immediately be sent an email, as well as your online order being updated explaining what happened. At this point, you will either need to correct the information as described or cancel the order.
Backorders
Rarely, items in our catalog are out of stock when an order is placed. If this is the case, your order will be placed on Backorder Status. We will notify you with an email stating how long we believe the delay will be. At this point, you have the option to either keep the order and wait for the goods, or to simply cancel penalty free. If you wish to keep the order standing, the goods will be sourced and shipped ASAP. If you wish to cancel the order, you will receive a credit (if charged) for the total amount of the invoice....not a cent less!
Tracking Numbers
Tracking numbers are generally available for your shipment. Once your order is placed, and the goods shipped, your online tracking number as well as the parcel carrier name will be emailed to you. This allows you to follow the progress of your package from our dock to your door. However, if the item is special ordered or dropshipped from another warehouse, tracking info is not always available. We will be sure to monitor the process of your order, but the customer generally receives the goods before we receive the tracking number.
Shipment Errors, Missing Items & Breakages
In the event your shipment is damaged or incorrect, please notify us at 1-877-66-KOPKE (56753) within 72 business hours. If the item is damaged, we will kindly place a claim with the parcel carrier. This will notify them of the damage, generate a return shipment back to us and pay for new goods to be shipped to you. Claims like this generally take 5-7 business days to close. If a product is incorrect, please notify us by phone or in writing. We will gladly retrieve the incorrect items and provide you with the correct ones, as ordered....at no charge. If you are missing an item from your shipment, please phone in to let us know. We will check stock and see where, if there is one, the error occurred. Remember, occasionally we ship items from other warehouses. So it is possible one package has reached you before the other.
Canceling an Order
If you wish to cancel an order, please either do so by login in to your KopkeHomeStore.com account or give us a call, M-F 10am-6pm at 877-66-KOPKE (56753). Orders which are not yet shipped can be cancelled at any time, for no charge. Special order items cannot be cancelled at anytime. If there is a situation with a special order item, please let us know. We will try everything in our power to correct it with little inconvenience to yourself....however we cannot promise anything. If your item is on backorder or unavailable at the time of order, you may cancel instead of waiting. We completely understand....all you must do is let us know.
Shipping to Hawaii, Alaska, PO Box and Military Addresses
If you live in Hawaii or Alaska, you MUST choose the UPS 2 Day Air or Next Day Air option when you place your order. There is no ground route to these locations so please do not choose Ground. You cannot drive a car from here to there and neither can UPS. If you fail to choose the correct shipping method, your order will either be cancelled, or if there are enough funds, delayed and shipped with USPS Priority Mail. This can delay an order up to 3 weeks, so please choose wisely.
Orders going to a PO Box will be shipped on Friday of each week. We physically must take the items to the Post Office, so we are only able to offer this service one time per week. If your order is placed on a Friday, it will not ship until the next Friday. If your goods are not available in this warehouse and must be ordered in, your order will ship the Friday following the goods being received at our warehouse.
Military Addresses (APO, FPO)
If you are in the military, we would love to serve you! Keep in mind, some items we cannot send over seas. These are items which are breakable such as neon tube kits, glass items and other small pieces we feel would not be as described once they are received by you. If you place your order wit a military address, no shipping amount will be displayed. The next business hour, we will update your order online as well as send you an email with the shipping amount and invoice total. When you receive this, simply click the link to approve the charge and we will have the order processed. Military shipments go out each Friday with the rest of the Post Office orders.
About International Shipments...
We accept International orders. We have two forms
of payment for International Orders. Option one: we accept
PayPal. If you do not have a PayPal account, you may visit
them at www.PayPal.com.
Please Email us
with an address, the products you wish to order and your PayPal
information so we may calculate your purchase amount and exact
shipping costs. Option two: You may also wire transfer funds
directly to our bank. For our wire transfer information please Email us.
Our International customers may be subject to import tariffs
which are levied when your package reaches your country. Any
additional charges that may be applied to your shipment must
be paid by the customer. We have no control over these charges
and cannot predict what those charges may be. As a customer
of KopkeHomeStore.com, you are considered the importer of record
and you must comply with all laws and regulations of the United
States and the country in which you are receiving your merchandise.
Please note, international shipment are subject to inspection
by customs authorities. In addition, KopkeHomeStore.com may be required
to supply to customs agents information regarding your merchandise.
This is often required in order to facilitate clearance by
customs and to comply with local laws. If you have any questions
regarding this, please contact your local customs office for
further information.
International Shipping
If you live in a foreign country, we'll check all of the specifics
of your order and then contact you about the details. There
are customs rules about shipping certain items and other regulations
which are specific depending on country. We also need to find
out from you as to which is the best shipping method for your
country. |
