Returns & Exchanges Policy
We want you to be totally satisfied with your purchase. However, if there are any issues with your purchase we'd be happy to try and fix the problem. You may return most new, unopened items with tags attached within 30 days of delivery for a full refund (Shipping fees are non-refundable). We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc. with in 90 days of purchase). Please note that all sale items are final sale and cannot be returned.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return or exchange an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to proceed with a return or exchange for your order.
When you place an order, depending on the shipping provider, shipping date estimates may appear on the shipping quotes page. Orders placed before 11 am PST Monday- Friday, will be guaranteed to be shipped the same day. Standard delivery is 5-7 business days. Once a package has left our distribution center, we can not guarantee delivery timeframe.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
UPS, FedEx and USPS offer additional services to track and protect your packages. Please note, shipping carriers may charge additional fees for these services.
- Visit My USPS to track packages sent to your address and provide instructions for the delivery driver so the carrier knows where to leave the package.
- Visit UPS My Choice to track packages, change the date, time and location of a delivery. You can also authorize the release of packages that require a signature, or have UPS hold packages at a local hub for pickup.
- Visit FedEx Delivery Manager to track packages, customize a delivery time, have packages delivered to another address, request signature-required, or request to have packages held at a FedEx location for pickup.
Packages Do Not Ship from Our Distribution Center on the Following Holidays:
- New Year's Day
- 4th of July
- Martin Luther King Jr. Day
- Labor Day
- President's Day
- Thanksgiving and the day after Thanksgiving
- Memorial Day
- Christmas Eve and Christmas Day
- New Years Eve
- Nevada Day
Kasteldenmark.com is working with USPS GeM™ powered by SkyBOX for international orders. The USPS GeM™ solution allows us to show our prices in local currency and display a final price inclusive of duties and taxes in checkout. Customers have the option to prepay all duties and taxes upfront or to pay upon delivery. If you choose to prepay the estimated duties and taxes, a feature of the USPS GeM™ solution, the amount you pay will be final regardless of any differences between our estimates and the actual duties and taxes assessed by the customs authorities. We offer both standard and expedited delivery options.”
International Order Status: If you’d like to see the status of your international order, please click here.