Question: How soon do you process the refund?
Answer: The refund will be processed within 2 business days but please note that it make take several days for the amount to show on your bank account.
Question: Can I still return/exchange items that does not meet the return/exchange criteria?
Answer: Yes, but please note that you will have to pay a restocking fee which consist of 30% of the original price (discounts excluded)
Question: I need to exchange for a different item but I need it right away! What are my options?
Answer: We cannot ship the exchange item(s) until we receive them back at our warehouse. If you need the exchange item(s) right away, request a RMA for a return and place a new order online. That way, you will not have to wait for us to receive the return package.
Question: What is a RMA number?
Answer: RMA number is an acronym for "Return Material Authorization" number. Return/exchange inquiries will not be processed without a RMA number that has been issued by the Returns department.
Question: I ordered a custom bogu set and one of the parts does not fit, can I exchange it for another size?
Answer: We sadly cannot accept return/exchanges for all custom orders which includes custom bogu, Zekken, embroideries, hakamas with strap extensions and uniforms with printed material.
Question: Can I return or exchange something that came in a set?
Answer: You sure can! We handle such inquires as a normal return/exchange. However, please note that BOTH top and bottom must be returned for all Karate, Aikido and Judo uniforms.
Question: The item(s) was received damage and/or defective, what should I do next?
Answer: Oh no! We are very sorry for the inconvenience. Please send an e-mail to email@example.com with a photo of the damaged/defective product(s) and our customer support team will send you a return label and instructions on how to send back item(s) for a replacement.
Question: How do I ship back the package for refund/exchange?
Answer: You can use a carrier of your choice for to ship back the item(s) for a refund or exchange. Please be sure to write the RMA number on the box so it will get forwarded to the correct department.
Question: I am planning to place an order soon, can I have my exchange items shipped with the new order?
Answer: You sure can! Please go ahead and fill out the RMA Request Form and type your request in the comments box. The customer support team will contact you for further instructions.
Question: I am an International customer, can I still return for refund or exchange?
Answer: Absolutely! But please note that the customer is responsible for all shipping costs associated with the return/exchange including custom, duty and taxes. Please click fill out the RMA Inquiry Form to start the process.
Question: I cut the whites strings on the hakama, can I still return/exchange it?
Answer: Yes you can still return the hakama for a refund or an exchange but please note that there will be a 30% restocking fee since the hakama is not in its original condition due to the cut white string.
Question: Can you ship to a different address other than the one listed on the order sheet?
Answer: Sure can! Please indicate that you want the exchange item(s) shipped to a different address in the comments section on the RMA Inquiry Form.
Question: My order qualified for free shipping, can I still return for refund or exchange?
Answer: Yes you can! Please follow the regular return/exchange procedure by first filling out the RMA Inquiry Form. Please note that the shipping cost will be deducted for all returns for refund. This policy does not apply to exchanges.
Question: I purchased online but I live close by. Can I stop by at your warehouse to exchange or return a product?
Answer: Of course! Please fill out the RMA inquiry Form, send it to firstname.lastname@example.org, and stop by at our warehouse during business hours after receiving the RMA number. Our warehouse is open Monday through Saturday from 9:00 AM to 6:00 PM. Our warehouse address is the following:
Irvine, CA 92606
Please e-mail us at email@example.com or call us at 949-756-8880 if you need directions.
Question: I purchased your item(s) on Amazon. How do I return and exchange?
Answers: Please visit the following link on how to return/exchange items purchased through Amazon: http://www.amazon.com/gp/css/returns/homepage.html?ref=spkl_3_0_2076398642&pf_rd_p=2076398642&pf_rd_m=ATVPDKIKX0DER&pf_rd_t=301&pf_rd_s=desktop-signpost&pf_rd_r=05A6A5VXVQ0FPFG17QAF&pf_rd_i=returns&qid=1432452314
*Don't see your question in the FAQ? Please contact the Return department at firstname.lastname@example.org.
Question: I purchased an item using a gift certificate and would like to return it. How does the refund process work?
Answer: Refund for orders that used a gift certificate will be issued a store credit. Other refund options will not be available in this circumstance.