At R9Kustoms we try and makes things as easy as possible for our customers, and with that in mind we offer FREE shipping globally (Some countries have a surcharge to reflect increased Covid shipping costs). Each orders price has an averaged amount factored into it, which allows us to leverage our shipping costs throughout the globe, making the ticket price you see, all that you will be paying.
You can find your tracking number within your order notes once item is shipped or through your Paypal account transactions, which has been sent out to an email address that has been provided when checking out. To track your order, go to Thai EMS’s website here or you can use ParcelsApp which has more comprehensive tracking details. Check your spam folder for emails if you have not received them.
We aim to get your product delivered to you wherever you live by the fastest way possible. As we ship from our shop in Thailand, this usually involves one of those really big planes.
COVID19 (Delays expected to some countries)
With Covid19 affecting everywhere in the world, the ability to ship to some countries may be limited. Most common destinations are allowing us to ship your product, but unfortunately expect delays from normal delivery times which is out of our hands. Your delivery may get stuck at Bangkok Airport in your tracking app during the pandemic, rest assured it will arrive. We have experienced between 2-3 weeks in some delays. You will receive a tracking number to be able to follow the progress of your delivery.
Should your item go missing in your country, it is the responsibility of the carrier that is handling it in your country. For example, if we ship your purchase to the USA, it travels and leaves our country with THAI EMS, once it lands in the USA it is then normally handled by USPS and sometimes FedEx. If your item is stolen or lost, it is the responsibility of the local carrier. We are not in control of this nor can we claim on this. You will need to push for a resolution with your local carrier. We can assist in helping resolve these issues if needed. In all the items we have shipped, this has happened only once, where a local delivery driver simply signed for the item himself and kept it. The customer was able to get paid in full from USPS and repurchase a bag (which he received the second time).
We understand that sometimes you don’t like what you received, and we are more than happy to work with you should you not be 100% satisfied with your purchase. If you contact us within 21 days of your initial purchase date we will do our best to work with you. If you return your item in a box other than the original box you may be liable for import duties on the return to us.
If you are not happy, contact us, and organise to send the product back to our factory at your cost for a complete refund providing it is in the same condition as it was when we shipped it to you. We want everyone to be happy.
LIMITATIONS OF WARRANTY
We will cover your item to be delivered without fault and or damage, should you contact us and show the item to be unused and with damage it is suggested you contact us immediately. Should the item be damaged due to improper use, be that overloaded, improperly fastened, or not used in the fashion it was designed, we are not to be held liable. R9Kustoms will have no warranty obligations with respect to any item if R9Kustoms determines, in its sole reasonable discretion, that such item has been damaged due to (i) normal wear and tear (ii) misuse, accident (including, without limitation, collision, fire and the spillage of liquid or food), neglect, abuse, alteration, unusual stress or modification; (iii) improper or unauthorized repair, installation, testing, or storage; (iv) operation of the item outside the permitted or intended uses described by R9Kustoms. Item must be returned during the applicable Warranty Period (90 days). Please contact email@example.com for the return procedure to be eligible for repair, replacement or refund under the Warranty (less possible shipping and taxes). The item owner will be responsible for all shipping costs for item that is returned and determined by R9Kustoms to be ineligible. When filing a claim under the Warranty, you must specify and provide sufficient detail about the alleged defect or nonconformity.
CANCELLATION OF ORDER / REFUNDS
Orders that have already been shipped cannot be cancelled or refunded. If you have received a tracking number, this confirms your order has been shipped. You have the option to return the item at your cost for a refund. You will receive your refund once we received the item back and it is confirmed it is in the same unopened condition as sent.
CUSTOMS AND TAXES
The prices which are displayed on our site are tax-free, meaning you may be liable for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to it’s final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. Should you return the item to us due to unwillingness to pay the import taxes, you will receive a refund less the initial shipping cost.
We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Your login data for the website R9Kustoms.com stays with us only. We collect your physical shipping address, email address and phone number as part of the requirements for shipping your product to you. These items are within your profile, which you hold the password for within your account profile.
We aim to keep the customer informed throughout the whole process, an informed customer is a happy customer.
We want you to be happy with your bag, so keep in touch and share your memories with us and be part of the R9Kustoms family.