FREQUENTLY ASKED QUESTIONS

How do I place an order on-line?
To place an order, simply add all desired items to your shopping cart. To place any of the items in a shopping cart, simply click "add to cart." You may change quantities by entering a desired number and hitting the 'recalculate' button. To remove an item, simply set its quantity to zero. Once complete, please hit the 'checkout' button.
If you have any difficulties throughout the browsing or check-out process, please email us at customerservice@kenseylu.com and we would be happy to assist you.

What do I need to know before ordering?
Orders will be shipped within 48 hours of the time they are placed. A confirmation e-mail with tracking number will be sent to the e-mail address provided.
All CUSTOM clip orders will ship 1 week after ordering.
Unless we have made a mistake, all CUSTOM items are non-refundable.

Does Kensey Lu accept international orders?
We are able to accept international orders. The cost is $20.

How do I calculate shipping?

For faster shipping, add the following in addition to above charges:
3-day: $4 extra,
2-day: $10 extra,
Overnight: $22 extra

What payment methods do you accept?
We accept Visa, MasterCard and American Express credit cards.

What tax rate are you charging?
If you live in, or ship your order to Arizona, we are required to charge you local tax on your purchase. The tax rate is 8.

How long can I expect delivery to take?
Most orders will ship 1-2 business days after they are confirmed. If you placed your order after 12:00 pm PST or outside of business hours, your order will be confirmed on the next business day. If you selected an expedited shipping option, your order will ship within 2 business days.

How will I know that my order was accepted?
You will receive a confirmation e-mail with your order summary. Following this, you will also receive a confirmation e-mail upon shipping

How can I check the status of my order?
Once the order has been shipped, we will send you a confirmation email. If you wish to check on the status of your order immediately please email us at:
Customerservice@kenseylu.com

How do I place an order off-line?
To place an order off-line, please make note of the item numbers and description of each item you wish to purchase. Then, call 1- 800- to speak to one of our customer service representatives.

What is Kensey Lu’s Return Policy?
We want you to be happy with all the items you ordered, and will gladly accept back any unused item that was purchased within 15 days of receipt. Unfortunately, we do not cover the cost of shipping the items back to us. If there is a defective product in your kit, or if you suspect a component is missing, please call us at 1-(800) to have a replacement product sent, free of charge.

Gift Certificates – "How do I use a THEM?"
The entry point for your gift-certificate is found on the very first check-out page, where you are given an option of using a gift-certificate or credit card. Please select 'gift-certificate' and our system will automatically subtract its amount from your purchase. And allow you to place any amount remaining on a credit card of your choice.

We unfortunately may not do this retroactively, so please follow these instructions thoroughly and email us if there are still problems before completing your order!

Instructions for returning an item:

1. Please tell us why you are returning the item. Please include a note in the return package as to why you are making the return.
2. Box it up. Using a durable shipping box, package up your return merchandise with original packaging .Seal securely.
3. Ship it. Ship your return using a form of traceable, insurable delivery to
   Kensey Lu Shipping
   c/o Complete Fulfillment and Distribution
   23910 N. 19th Avenue
   Building 4 Suite 62
   Phoenix, Arizona 85085 USA
4. Once your return is received and processed, your purchase will be credited to your initial form of payment for the product price plus any applicable taxes. (Please note that refunds can only be posted to the credit card used to make the purchase, not to a different credit card.)

We'll do everything we can to take care of your return quickly. It may take 10 to 20 days for the refund to appear on your credit card.