How do I track my order?
We will send an email with your tracking number after your order! You can track your order using your code and link.
How long is the shipping time?
Order processing time takes 1-3 business days before shipment. Deliveries take usually 2 - 5 business day for our Gaming Headphones and 5 - 7 days on our Apparel Gear. However, due to the distance between countries, slow postal services, and shipping delays it can sometimes take up to 2 weeks on International Orders outside the USA. It depends what you purchased/where you live! You can 'Contact Us' or email support@KenichiBear.com for specific shipping times.
What if I am not home for the delivery?
Anyone at home can receive the package on behalf of the customer. Usually (but not always) the postman will leave a collection slip if nobody is at home and you may collect your parcel at your nearest post office. We are not responsible for unclaimed packages.
Package has "Delivered" status, but I have not received it?
All of our shipments include a tracking number with delivery confirmation. If the tracking information confirms that the item has been delivered to your delivery address but you have not received your order, please contact your local post to investigate the issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
I placed an order but I can't find a confirmation email... What is going on?
Please make sure your email is correct when you place an order. Kindly check your SPAM folder to see if your confirmation email was sent there. If there is still no confirmation email, please email our support team at support@KenichiBear.com
Can I change my order/address?
Though we highly encourage you to double-check colors, sizes, and addresses prior to placing an order with us, we fully understand that things come up and mistakes can be made. We process orders the next day they are placed. If a change needs to be made to your order please contact us at support@KenichiBear.com within 24 hours and we will do our best to accommodate that change, BUT we can not make any promises. If the item(s) has already been shipped from our fulfillment center we cannot make changes to the order.
Is there a tax or customs fee?
It is very rare that our customers have to pay for an import tax or customs fee but being that we ship worldwide we are not responsible for any fees that your country imposes on importing packages. Please check with your local customs to see if there will be any fees if you are unsure.
Can I cancel my order for a refund?
We offer full refunds minus a 15% restocking fee within 6 hours after placing your order. Due to our orders being shipped daily, we are unable to cancel an order after this time has passed. You can visit our Refund Policy page to learn more.
I don't want the product anymore. Can I return it?
We are unable to offer returns for items that are not wanted anymore. Refunds are only available for products that are received damaged.
I have a questions about my order or the store that is not yet answered here, How do I get a hold of you?
Please email us at support@KenichiBear.com and we'll respond as soon as we can.