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Frequently Asked Questions
HOW TO ORDER:
How do I place an order?
How do I cancel an order?
How can I add items to an order I've already placed?
How can I remove items from an order I've already placed?
When will my back-order ship?
When will my back-ordered items become available?
Is is ok to Fax an order? How do I do it?
How do I contact you by phone, mail, fax or email?
What are your hours of operation?
How do I order an E-Gift Certificate?
I don't live in the U.S.; Can I order from you?
SHIPPING:
How long will it take for my order to arrive?
What methods of shipping do you offer?
When will my order ship?
Which Carriers do you use?
Does choosing Next Day Air mean my order will arrive tomorrow?
Can I use a different carrier (other than those you list)?
Do you deliver to PO Boxes?
What is the composition of your packing materials? Are they environmentally safe? How do i get rid of it?
How do I track my order over the phone?
Do you ship internationally?
What is the difference between business and calendar days with respect to
shipping?
Do you ship on weekends?
Can I change the shipping address after the order is placed?
RETURNS:
How do I return an order? How to get a RMA from Kenlen.com?
What is your guarantee of satisfaction?
Under what conditions may I return an order?
How do I package an order for return?
When can I expect my refund?
What if an item is damaged in shipment?
What do I do if an item is missing parts?
GENERAL:
How do I order an E-Gift Certificate?
How do I use an E-Gift Certificate?
Where can my E-Gift Certificates be used?
CORPORATE INFORMATION
HOW TO ORDER:
How do I place an order?
You may place an order via our website or by fax.
WEBSITE: www.kenlen.com
MAIL: 13 American Way, Suite 14, Spostwood, NJ 08884, USA
FAX: 1-732-251-2158
Checks or money orders may be used when ordering via the mail. Return
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How do I cancel an order?
Please have your order number handy, then send us an email to our Customer Service department services@kenlen.com, detailed your request to be done
. Return
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How can I add items to an order I've already placed?
Please have your order number handy, then send us an email to our Customer Service department services@kenlen.com, detailed your request to be done
. Return
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How can I remove items from an order I've already placed?
Please have your order number handy, then send us an email to our Customer Service department services@kenlen.com, detailed your request to be done
. Return
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When will my back-order ship?
We do not back-order merchandise. If we are unable to fulfill any part
of your order, we will cancel the item(s) and issue a refund to your
credit card. Return
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When will my back-ordered items become available?
If the requested back-order is available, we will send you an email to inform you. If we are unable to fulfill any part
of your order, we will cancel the item(s) and issue a refund to your
credit card. Return
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Is is ok to Fax an order? How do I do it?
We'll be happy to process your faxed order! Please be sure to include the
name, item number, and quantity desired of each item you would like to include
in your order, as well as your credit card number and expiration date. Then
fax the order to us, care of Customer Service, at 732-251-2158. If available,
please use the mail order form in your catalog. Return
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How do I contact you by phone, mail, fax or email? In general we prefer our online system to handle all order issues since we have been setup that way.
Send all mailed correspondence to 13 American Way, Suite 14, Spostwood, NJ 08884, USA,
by fax to 732-251-2158. or via e-mail to services@kenlen.com. Return
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What are your hours of operation?
You may place an order online
at www.kenlen.com. Our hours
for customer service are Monday through Friday from 7a.m. to 5p.m. EST.
Return
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How do I order an E-Gift Certificate?
E-Certificates may be ordered online by clicking on "Gifts" on our homepage.
At the top of the screen, you will see a picture of our Gift Certificates -
click on that picture. Enter your recipient's email address in the space
provided. You may also enter a gift message in the box below the recipient's
email address. Choose the amount of the E-Certificate by using the pull-down
feature. Click on "Add to Basket" and then continue shopping or proceed
to checkout. Return
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I don't live in the U.S.; Can I order from you?
At this time, we do not ship outside of the United States and its territories.
If your billing address is outside of the United States, but you are shipping
your order to a U.S. address, you may fax your order to us. Our online store
is not programmed to accept billing addresses outside the U.S. Please be
sure to include the name, item number, and quantity desired of each item
you would like to include in your order, as well as your credit card number
and expiration date. Then fax the order to us, care of Customer Service,
at 732-251-2158. Return
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SHIPPING:
How long will it take for my order to arrive?
Please allow 7-14 business days (Monday - Friday)
from the date of purchase, pending on what courier being used. Return
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What methods of shipping do you offer?
Refer to Shipping Methods in Policy and AgreementReturn
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When will my order ship?
Please allow our warehouse at least 48 hours to ready your Standard Ground
order for shipment. Of course, orders being shipped Priority will be expedited.
If you have provided us with your email address, as soon as your order ships,
we will send you an email to let you know. Return
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Which Carriers do you use?
We use UPS as our primary carrier. We also send some of our shipments via
the United States Post Office (USPS). Return
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Does choosing Next Day Air mean my order will arrive tomorrow?
Not in all cases. If you order and select Next Day Air shipping, the items
will ship within 24 hours and arrive on the following business day-two
business days total. Please also keep in mind that weekend delivery does
not occur for Second or Next Day Air. Remember to consider the availability
time of your purchases - if it is a backordered item, it will not ship until
we receive the item from the manufacturer. Return
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Can I use a different carrier (other than those you list)?
At this time, we are limited to shipping all orders via UPS or USPS. Return
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Do you deliver to P.O. Boxes?
No, must be a valid physical address for placing your order. Return
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What is the composition of your packing materials? Are they environmentally
safe? How do I get rid of it?
Our packing materials are primarily plastic bubble wrap. Please save and
re-use as needed or discard with your regular trash. Return
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How do I track an order after the order placement?
Mail, faxed and online orders can be tracked on the Internet
at our website: www.kenlen.com. From the Customer Service option,
simply click on "Order Status" and fill in your last name and order number.
If you do not have access to the Internet, please fax the enquiry to our Customer Service
Department at 1-732-251-2158, Monday through Friday between the hours of
7:00 am and 5:00 pm, Eastern Time. Please have your order number available.
Return
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Do you ship internationally?
Unfortunately no, we are unable to ship internationally at this time. Return
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What is the difference between business and calendar days with respect
to shipping?
Business days are Monday through Friday, weekends and holidays not included.
Return
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Do you ship on weekends?
At this time, we do not ship on weekends. All orders are processed for shipment
Monday through Friday. Return
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Can I change the shipping address after the order is placed?
Yes. Please send us an email to customer service services@kenlen.com, and we will be happy
to change the address provided the order has not already shipped. Return
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RETURNS:
How do I return an order? How to get a RMA from Kenlen.com?
To return a product in compliance with Kenlen.com's satisfaction guarantee, you must obtain a Return Merchandise Authorization ("RMA") number within the guarantee 30 days return period for the product . Please send an email to services@kenlen.com to acquire an RMA number, explaining the reason returning the order. All RMA requests must be filed and sent to services@kenlen.com. Kenlen.com will not accept returns without prior authorization and a RMA number. Once issued, RMA numbers are valid for 15 days within which return products must be received by Kenlen.com. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.Return
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What is your guarantee of satisfaction?
Every Kenlen product is fully guaranteed. We offer our customers a 30-day satisfaction replacement or refund guarantee on all purchases.Return
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Under what conditions may I return an order?
You may return any product in compliance with Kenlen.com's Return Policy.Return
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How do I package an order for return?
Please save all packaging and accessories for any item that is returned to Kenlen.com. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for Kenlen.com to process your RMA.use any suitable box with enough packing to prevent breakage. Return
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When can I expect my refund?
We will process your refund as soon as we receive your returned package. Generally, your may expect
your refund within 4-5 weeks. Return
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What if an item is damaged in shipment?
If an item is damaged in shipping, please send us an email services@kenlen.com within 7 days for a replacement .Return
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What do I do if an item is missing parts?
Please send us an email services@kenlen.com within 7 days for a replacement for the missing part(s). Return
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GENERAL:
How do I order an E-Gift Certificate?
E-Certificates may be ordered online by clicking on "Gifts" on our homepage. At the right of the screen,
you will see a picture of our Gift Certificates ¡ª click on that picture. Enter your recipient's email
address in the space provided. You may also enter a gift message in the box below the recipient's email
address. Choose the amount of the E-Certificate by using the pull-down feature. Click on "Add to Basket"
and then continue shopping or proceed to checkout. Return
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How do I use an E-Gift Certificate?
E-Gift Certificates may be used for any purchase on our website. You
may use an E-Gift Certificate in the same way as cash by entering the
certificate number on the Payment screen during the checkout procedure.
Simply enter the E-Gift Certificate number into the Gift Certificate
field, directly below the area where you would enter your credit card
number and expiration date.
If you attempt to add the E-Gift Certificate into the "Coupon" field,
on the page where you enter your billing and shipping information, you
will receive an error message, and will not be able to proceed through
checkout.
If your order total, including shipping and any applicable sales tax,
exceeds the amount of the Gift Certificate, you will be prompted to add
your credit card number in order to proceed. Return
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Where can my E-Gift Certificates be used?
E-Gift Certificates are specially designed for use in our online store. Return
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CORPORATE INFORMATION:
Kenlen are located New Jersey:
13 American Way, Suite 14, Spostwood, NJ 08884, USA
Business Phone: (732) 251-2157
Business Fax: (707) 251-2158
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