Access Denied
IMPORTANT! If you’re a store owner, please make sure you have Customer accounts enabled in your Store Admin, as you have customer based locks set up with EasyLockdown app. Enable Customer Accounts
KB Protect Terms
What is KB Protect?
KB Protect is Kantha Bae’s personal shipping insurance! Over the years we’ve had the opportunity to partner with some wonderful shipping insurance companies. However, like with many things, we have realized no one cares about our community more and can provide the most personal customer service experience possible as us right here at KB! So we’re now offering our own!
What does KB Protect Cover?
KB Protect covers the total of your packages in the case of loss/theft and/or damage of an item before it is received and loved by you!
So things like…
- Your package is stolen from your porch
- Your package gets ripped/spilled on etc… during transit and the items inside are damaged as a result.
- The carrier loses your package in transit.
- Your package showing up with no contents.
If you have any other questions about what might be covered please reach out to our customer service team, support@kanthabae.com
In what form will I receive my KB Protect reimbursement?
Via shop credit or direct replacement! (Please note, many of our designs are one of a kind and you may have the opportunity to choose another of the same design, although the pattern may be different).
Once a claim is approved a KB team member will reach out and let you know if they have issued you a shop credit or if they were able to directly replace the item.
How do I file a claim?
You can submit a claim for review at any time here. Once submitted, a KB Team member will review the claim and reach out to you.
How often does the customer service team review claims?
At this time we are still a small business with a small team so time can be limited. The KB team strives to review claims within 24-48 hours of being submitted.
However, in the case of an influx in service requests etc… We will always check for any claims on Monday and review them within at least 48 hours from that time.
Why does KB protect auto apply at checkout?
Simply because we never want anyone to overlook protection and then end up ineligible for a refund in the case of their package being lost, stolen or damaged during transit!
If you don’t want protection you can remove it easily at any time during the checkout process but PLEASE NOTE: if this is removed you will be ineligible for any reimbursements in the case of a lost, stolen or damaged package.
We always recommend opting for protection since shipping can be so uncertain and we want to look out for you always!
How many days do I have to file a claim?
DOMESTIC: If you have not received the package after 14 days of its last tracking update it is considered lost and becomes eligible to report as so. From there you have 5 days immediately following the 14 day mark to file your claim. Any claims filed after the 5 day period will be ineligible for reimbursement.
INTERNATIONAL: If you have not received the package after 30 days of its last tracking update it is considered lost and becomes eligible to report as so. From there you have 5 days immediately following the 30 day mark to file your claim. Any claims filed after the 5 day period will be ineligible for reimbursement.
How long do I have to wait before I am eligible to file a claim?
DOMESTIC, LOST/STOLEN: You are eligible to file a claim when you have not received the item 14 days after its last tracking update. From the day immediately following the 14 day mark you have 5 days to file your claim. If you do not file within that 5 day period your order will no longer be eligible for reimbursement.
DOMESTIC, DAMAGE: If your item arrives and has incurred damage in transit. EX: the bag has been ripped or spilled on etc… and that encounter has caused damage to the product itself. From the time the item’s tracking was marked as delivered, you have 5 days to file your claim. If you do not file within that 5 day period your order will no longer be eligible for reimbursement.
INTERNATIONAL, LOST/STOLEN: You are eligible to file a claim when you have not received the item 30 days after its last tracking update. Starting the day immediately following the 30 day mark you have 5 days to file your claim. If you do not file within that 5 day period your order will no longer be eligible for reimbursement.
INTERNATIONAL, DAMAGE: If your item arrives and has incurred damage in transit. EX: the bag has been ripped or spilled on etc… and that encounter has caused damage to the product itself. From the time the item’s tracking was marked as delivered per tracking, you have 5 days to file your claim. If you do not file within that 5 day period your order will no longer be eligible for reimbursement.
What if I file my claim and then my package shows up?
Honesty and kindness are always the best policy! In this case we ask that you please reach out to the KB team and let them know so they can make the proper arrangements.
What if my address is entered wrong on my order? Am I eligible for shipping protection reimbursement?
If the address was entered incorrectly on your order it IS NOT eligible for shipping protection reimbursement. It is the responsibility of the customer to ensure the address is correct at checkout.
If you have entered a wrong address please reach out to the KB team immediately and they will see what they can do to remedy this before the package leaves our facility… support@kanthabae.com.
Does my shipping protection cover returns etc…?
No, shipping protection does not cover returns or anything outside of your package being lost, damaged or stolen during transit to you. If you have any additional issues you need to reach out to the KB team and address them via email, support@kanthabae.com
If my item has not delivered by the forecasted delivery date is it considered lost?
No, the item is not considered lost until you have yet to receive your package and there have been no tracking updates for 14 days (domestic) and 30 days (international).
WHAT IS NOT ELIGIBLE:
You ARE NOT eligible for shipping protection compensation if…
- The item is returned to us or is lost due to you not picking it up from customs.
- You do not pay your customs fees
- Your address is not correct per a customer entry error
- You schedule for the carrier to hold your package and then don’t pick it up
- You not opting in or you opting out of KB protect at checkout
- Damages incurred to your items outside of transit
- You not picking it up from the carrier’s designated pick up location
- If you have not first followed the instructions of what to do before you file a claim
- If your claim is fraudulent
- If your claim is not filled out properly or you do not provide the information requested for us to be able to approve your claim
- If the packaging is damaged but the items inside have not been affected by the outside damages of the package.
- If the item hasn’t arrived by the forecasted delivery date.
- Original shipping charges on your package as those are paid out to the carrier and are not at the responsibility of Kantha Bae.
PLEASE NOTE FOR INTERNATIONAL FRIENDS: You must FIRST ensure that your package is not waiting to be picked up from customs or for customs fees to be paid before filing any claims with Kantha Bae or considering your package as “lost.”
Any other questions about what is eligible/ineligible please reach out to our customer service team, support@kanthabae.com!
What if I have additional needs/questions?
If you ever have any additional questions or needs concerning anything here at KB please reach out to us at anytime… support@kanthabae.com and we will be happy to help!
Invalid password
Enter