Shipping policy

SHIPPING

All products ship via various carriers depending on your location and shipping choice at checkout. Once the products leave our facilities we are no longer responsible for them. We urge you to contact the correct carrier if there is a problem locating your shipment. This includes, but is not limited to: tracking problems, delivery problems, delays, items showing delivered when you have not received them, lost packages, incorrect shipping address provided by the customer. 

In the event that a package is lost in transit or damaged please file a claim with the carrier. We are not responsible for filing these claims. Once you have filed a claim please contact us and provide the claim number so we can be updated on your specific case. We are not responsible for re-shipping items that are lost or damaged.

If you provide the incorrect shipping address please contact us IMMEDIATELY. We cannot guarantee that the shipping address can be modified prior to being fulfilled, however we will make every attempt. If your product is shipped with the wrong address provided by you, please contact the carrier. We do not offer refunds or replacements should you not receive this product due to incorrect address. 

Unfortunately once an order is placed, we will not be able to cancel the order. Thank you for your understanding. 

Please contact the retailer for any manufacturing issues as those may be covered under the retailer’s own refund policy. If you experienced an issue with your order, please contact us at support@kainuanutrition.com. 

Military shipping addresses: For military addresses and addresses on military bases, please select a military shipping option at checkout. This will help your order reach you without issues. It is customer responsibility to select this at checkout to avoid issues related to military base shipment.

*During product launches and restocks please expect slower processing times. We aim to get orders processed within 3 business days (M-F), but at times processing orders can take up to 7 business days. Our team does not work on the weekends to fulfill orders as shipping couriers are not working either for pickups or drop offs.

Between November 1 and January 7 we will adhere to the longer shipping time frames of carriers due to the holiday season rush. We ask that you please plan on adding an additional 7 days to the listed policy time frame above.

 

PACKAGE PROTECTION

We proudly offer Package Protection at checkout. Package Protection provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit. At checkout, please be sure to select and opt into the Package Protection. If you DO NOT select Package Protection, we are not responsible for lost, damaged, or stolen packages. What Package Protection covers:

Packages presumed lost: A package is considered “lost” if it is never reported as “delivered,” and if 7 consecutive days have passed since the last tracking status update for domestic shipments, and 20 days for international shipments, including Canada. A claim must be filed within 30 days of the last tracking update. Package Protection will not consider a package “lost” if the order is stuck in customs for any reason, including incomplete paperwork, unpaid taxes or fees, or prohibited items. Please contact your local customs agency with questions. However, if a package is a replacement order processed by KAINUA Nutrition and it is stuck in customs due to unpaid fees, KAINUA Nutrition may reimburse the cost of the customs fees at their discretion.

Packages presumed stolen: Package Protection will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the package may be found on the premises or has been marked “delivered” prematurely by the carrier. Please reach out to your neighbors, community management, package lockers etc. for potential carrier deliveries elsewhere on the premises. Package Protection will consider a package “stolen” if the customer provided the correct address at checkout, but the shipping carrier delivered it to the wrong address. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the neighbor may hand over the misdelivered package.

Packages damaged while in transit: Package Protection will consider an item “damaged” if it is unusable. Package Protection requires evidence of the damaged item (photos, videos, etc.) as part of the claims filing process. Claims for damaged orders must be filed within 30 days of the delivery date. Unless the retailer indicates otherwise, the customer does not need to return a damaged or broken item to the retailer.

Subscription Order Package Protection Coverage: If purchased with a subscription order, a one-time Package Protection purchase automatically extends to future recurring subscription orders associated with the same subscription. We cover the cost of protection for subsequent subscription shipments at no additional charge, as a benefit of your subscription.

If a Package Protection claim is filed and approved for a reshipment or refund for any order within a subscription, all future orders under that same subscription will become ineligible for additional Package Protection claims. No further reimbursement, replacement, or claim benefits will be available for that subscription after a claim has been successfully processed.

Military shipping addresses: For military addresses that are outside of the continental US, Alaska, Hawaii, and including but not limited to FPO/PO Boxes overseas and within the United States, we have to follow the USPS policy of a 45 day transit time before we are able to file a claim or offer a re-shipment or full refund. We understand that this is a lengthy time but rest assured your package is still protected. We must adhere to the full 45 day potential transit time per USPS.

Holiday + Sale Periods: During the "Black Friday" and/or "Cyber Monday" holiday season sales, claim window for Package Protection for any reason, is 10 days before being eligible to file (not 7).

Between November 1 and January 7 we will adhere to the longer shipping time frames of carriers due to the holiday season rush. We ask that you please plan on adding an additional 7 days to the listed policy time frame above.