Frequently Asked Questions (FAQs)
Tips for best shipping results
Here are a few simple tips that can make your experience better as you’re placing your order and awaiting the arrival of your package:
- If you need it fast, PLEASE select a faster shipping method. It may make the day or two difference that you desire.
- If you have a strict deadline, like a competition or a hunt, please order your optics sooner, rather than waiting until two days before your event. While we do our best to fulfill your order quickly, we cannot do anything to make the mail move more quickly and cannot guarantee that you’ll get your product by a certain day or certain hour.
- Use a login account when placing your order. Though we send tracking numbers through automatic emails to all customers when orders are shipped, it is VERY simple to create a login. Then you’ll have access to tracking numbers for all of your orders, simply by logging in and clicking on the links. Checking out as a guest does not give you a way to look up you order or tracking after the order it placed.
GENERAL RULE OF THUMB WHEN IT COMES TO SHIPPING
When it comes to shipping, just keep these two things in mind and the experience will be better for you:
- Be Patient. Carrying a package from one place to another takes time. In the vast majority of cases, it works flawlessly. Delays happen, but they usually work out.
- If you want it faster, choose a faster shipping option during checkout.
- Look up your tracking information before you panic. Logging into our website is extremely convenient if you just take a minute to do it. Click on the account tab (next to the cart in the top right corner) and then “My Orders” and you’ll find what you need to track your package.
Thanks for shopping at Kenzie’s Optics! Though lengthy, we hope that this detailed explanation of the shipping process helps to answer any question you might have about the delivery of your orders to your door.
When should I contact Kenzie's Optics about my order?
When are packages shipped?
Kenzie’s Optics packs and ships many orders Monday – Friday. On these days we can get a full day of packaging and shipping completed before the packages must be handed to the shipping providers. If you get your order in before 11am Eastern Time EST (that’s our time zone) then we are usually able to ship the same day that you place your order. If you place your order in the evening, then it will ship out the next day.
Unless your order is made before 11am Friday morning we cannot guarantee it will ship before Monday. On Saturday and Sundays we are closed, so no orders will be packaged or shipping on Saturdays or Sundays.
It is safe to say that all orders are processed and shipped the SAME DAY or NEXT DAY after you place your order. The only exception would be if you place your order in the afternoon or evening on Friday, because then we won’t get to it until Monday.
Of course, HOLIDAYS are also exceptions because even if we are here working, nobody will be coming to pick up those packages on holidays. Things like weather and global pandemics can also slow the entire process down.
Why is my item on "hold"?
For your protection all orders go through a fraud screening process. Sometimes a purchase may require extra attention, therefore it may be put on “hold” for a more thorough inspection.
Who Delivers the packages?
Once we carefully pull and package your order, we print a shipping label using software which prints a label for the US Postal Service or UPS depending on which service you have selected. The vast majority of shipments are sent using USPS (US Postal Service) for the best speed and tracking services.
The tracking number you receive in your email and on your login account will link to the appropriate shipping company so you can follow your package’s progress.
What is Free Shipping?
Free Shipping for orders under $1000 will be shipped through USPS (US Postal Service) using Priority Mail (as long as it is NOT a heavy item). Items over 1lbs will be shipped 1st class USPS. All orders over $1000 will be shipped UPS Ground. While not a guaranteed speed Priority Mail is typically 2-4 days delivery, 1st Class is 4-6 day delivery and UPS ground is 2-7 days. Of course, ordering on a weekend will add to that delivery time, because we are not open on Saturday or Sunday.
These shipping methods can change but this is primarily how it is done.
Can I upgrade my shipping?
Once you have your shopping cart full and you’re ready to proceed with checkout, you’ll see some options for shipping upgrades.
Can I track my item?
Once your package is shipped, you should receive an automatically generated email with your tracking information. If you don’t see that email, it is often because your email service (like gmail, for example) has filtered the email into your “spam” folder. Since it is an automatically generated email, many email providers assume that it is spam. In the case that you find the email in you spam folder, right-click on the email and select “Not Spam” and eventually those emails will go to your regular “In” box.
THE BEST WAY TO CHECK YOUR ORDER STATUS AND TRACKING is by simply logging into your Kenziesoptics.com account and clicking on “Orders”. All of your order information is there. You do not need to call us or email us for tracking information when you can simply login and click on the information at your convenience.
If you don’t have a login on our website, it pays to make one. It will save you time and frustration when looking for your order history, your tracking numbers.
Do we ship outside of the USA?
We do not ship internationally and shipping outside of the 50 United States of America is prohibited. There will be no exceptions made.
My package says "delivered" but I do not see it, what should I do?
This is one of the frequent concerns that we hear from customers. USPS (US Postal Service) handles the delivery to your door in most cases, and whenever a tracking number says “delivered” it is because somebody working at your local post office scanned your package as delivered. Thankfully, there are GPS coordinates for that scan. If they scanned it, then they can tell you EXACTLY where they scanned it. We do not have access to that information, but your local post office does, so please take a moment to reach out to your local post office (the ones who deliver your mail) with your tracking number and ask them exactly where they scanned the package.
In the vast majority of these cases, the local post office finds out that they either delivered it to the wrong house, or they scanned it at the post office to hold it there, rather than leaving it at your house. In these cases, THEY are obligated to get the package for you, which they usually do right away.
PLEASE NOTE: Kenzie’s Optics will not simply refund your order if it shows as “delivered” unless you have contacted your local post office about it first. The reason for this is simple– we do not deliver the mail, so we can’t tell you what happened, and we can’t afford to refund products that the post office can recover for you if you simply ask them.
If we put in a claim with the post office on OUR end, USPS will simply report back to us that it shows as “delivered” and the package will not be recovered. It takes a little effort on your part to find out where the local post office scanned your package.
Once you have asked your local post office about the location of the delivery scan on your package, and it is not resolved or found, then feel free to contact us at [email protected] and we’ll look into what can be done to remedy the situation.
I placed an order on Friday for "Next Day" delivery, why did I not get it until Tuesday?
Orders placed on Friday after 11am will not ship until Monday. Therefore it will not arrive to its destination until Tuesday.
I haven't received a dispatch email/email confirmation?
Once your package is shipped, you should receive an automatically generated email with your tracking information. If you don’t see that email, it is often because your email service (like gmail, for example) has filtered the email into your “spam” folder. Since it is an automatically generated email, many email providers assume that it is spam. In the case that you find the email in you spam folder, right-click on the email and select “Not Spam” and eventually those emails will go to your regular “In” box.
THE BEST WAY TO CHECK YOUR ORDER STATUS AND TRACKING is by simply logging into your Kenziesoptics.com account and clicking on “Orders”. All of your order information is there. You do not need to call us or email us for tracking information when you can simply login and click on the information at your convenience.
If you don’t have a login on our website, it pays to make one. It will save you time and frustration when looking for your order history, your tracking numbers.
Can I pick up my order from the physical location?
Yes, just write in the notes that you would like to pick up in store. If the order has already been placed please give our store a call or send an email to [email protected]
What is the websites return policy?
Kenzie’s Optics offers a 30 day return window for customers. In those 30 days, if you are not happy with your purchase you can return your item for a refund, store credit, or exchange.
Your return is subject to a 20% restocking fee. If the item has been mounted, shows wear and tear, marring of battery caps or has clearly been used you will be charged a restocking fee. NO EXCEPTIONS.
If the item is open and and has been turned on, that does not warrant a restocking fee.
Any time after the 30 day mark, the item will not be eligible for return. After that time, the warranty will be with the manufacturer. You will be able to contact the manufacturer of the item you purchased and work with them to get your issues resolved.
What is the return policy if I purchased an item from a gunshow?
All sales final. Option of store credit for a returned item may be approved upon request. If said item is to be returned for store credit it must be unused, within a 30 day purchase date, and with a valid receipt. This transaction must go through HQ and submitted to [email protected].
How long will it be before I get a refund?
After we receive the item it will take approximately 4-7 business days. If it has taken longest than the allotted time please contact your banking institution. Once we have issued the refund there is nothing more we can do.
What do I do if I have received a damaged item?
Please contact us at [email protected] or call 678-574-4664.
How do I return an item?
Please know that the customer is responsible for shipping the item back to our facility. To receive an RMA number please email us at [email protected] with your order number.
Return Directions-
Send us your product back through UPS, USPS, or FedEx to the following address:
Kenzie’s Optics
30 Kelli Clark Court SE
Cartersville, GA 30121
Shipping tips:
-You may insure the unit
-You may put a tracking number on it so you are able to track the package as it makes its way to
our facility
-You may also mark it to be signature required, which requires someone to sign for the package for it to be delivered to our facility.
None of these things are required, but you are responsible for your product until it arrives at our facility. We are not responsible for any items lost in the mail en route to our facility. Please write your Return Authorization number on the outside of the box and print a copy of the return authorization packing slip attached to this e-mail and place inside the box.
Can you confirm you have received my return?
Upon shipping your return out you have the option of adding tracking. This is the most effective way of knowing the status of your package for we do not have access to this information.
What is the ETA for my backorder?
There is no way to honestly answer this question. We keep our full catalog on order but we do not have control over when we receive the items.
Please keep in mind that production is on the manufacture and that increases in demand, global pandemics and wars can lead to extended wait times.
When is my payment taken on a backordered item?
At the time of purchase, if you choose to later cancel your order you will receive a full refund.
How are backorders fulfilled?
Backordered items are fulfilled in the orders they are placed and take precedence over new orders. Once our shipping center has received the backordered items they begin packaging them for fulfillment.
If you see we have received stock of your backordered item but haven’t received a shipping number please be patient. Your product is secured and will ship out before new orders received.
