PLEASE BE CLEAR ON POLICIES BEFORE PURCHASING ELECTRONIC OR PHYSICAL PRODUCTS.
** Any questions that are addressed below will not be answered via email **
PROCESSING, SHIPPING, & DELIVERY
Currently, all orders have a maximum 50 day processing time depending on order volume. Kenna's Crystals restocks sell out very fast, resulting in hundreds if not thousands of orders in one day's time. This is why the processing time is lengthier, but there is a possibility the order could process way faster than the suggested 50 days. Orders placed at the beginning of restocks should expect to receive their orders in a much shorter time frame. If there are any sudden delays, the banner on the home page will be updated.
After the processing of your order is complete, the package will be shipped by Canada post. All orders come with tracked shipping, to ensure both the customer and business can easily track any order! Once the package ships, you will be able to paste your tracking code on Canada Post Tracking, which will then give you an estimated arrival date. Please ensure you paying close attention to the location of your package.
Some packages may require a signature upon arrival. If you are not home on delivery day you will receive a slip to collect your package. If you fail to collect your package from your post office and it is returned to us after the 15 day hold, you will not receive a refund of any kind. You may pay once again for shipment if you would still like to receive your package.
All orders are packed using bubble wrap/tissue paper, and a small reusable bag to ensure all the crystals arrive safely in transit.
We do our best to ensure that your crystal babies arrive safely. Should they be damaged during shipment, you may be eligible for store credit.
Shipping is calculated at checkout based on location, weight, quantity, etc. These are all determining factors to the shipping costs, which, unfortunately, can not be controlled as they are automatically generated through the courier. There is also a $4 handling fee on all orders to cover packaging costs and time.
If you need an order urgently for any reason such as moving addresses, going on vacation, just wanting it faster, etc, please check out the "Urgent Order Express Processing" item in the shop section. If the shop section is unavailable to view, it means everything is sold out and will be shown again when another restock comes.
All prices are in Canadian Dollars and can be shown in USD at checkout. Please use Google to convert your cart total to your currency if you do not live in either Canada or The United States.
WE SUPPORT WORLDWIDE SHIPPING
Kenna's Crystals sells out very quickly due to high demand. Unfortunately, purchases are not always guaranteed due to the amount of traffic that is received at one time on launch dates.
Please be aware of this before purchasing gift cards or any other products. Restock dates will be posted on the home page banner and you may also sign up for our email list to be notified when those restocks occur. As a small business, we do our best to release as much stock and process orders as quickly as possible.
No refunds, returns, or exchanges are permitted; on items or gift cards. All sales are final; including no cancellation orders. Please be sure you checkout with the items needed/wanted as anything 'accidentally' ordered will not receive a bank refund.
If a wrong address was given at checkout, please email us to correct it before the package is marked as shipped. Failure to do so will result in the package being returned to Kenna's Crystals as a 'Return to Sender' package from the post office. If this occurs no kind of refund will be made; no exceptions. Because of this, please ensure the address you use at checkout is correct. Some packages may also be signed for when they arrive to prevent loss and theft. If you are not home to sign for the package, a mail slip will be left at your door or mailbox to pick up and sign for the package at your local post office (address will be on the slip). If there is a failure to collect the parcel before the 15 days, the package will be returned at our expense and no refund may be issued. Lost or stolen packages will also not be refunded or shipped for a second time. Once the package leaves Kenna's Crystals, we no longer have responsibility or control over that package. All packages are sent with tracked shipping to prevent these issues.
CUSTOMER SERVICE RESPONSE TIME
All emails are replied to within 5-10 business days minimum (on average) by a customer service representative depending on email volume. The "Contact" page offers information such as the order inquiry email address, response time, types of emails we do and do not answer, and more. Please read the entire FAQ section before sending an email as the answer to your question may be noted already!
BUYING AND REDEEMING GIFT CARDS