FAQ

HOW SECURE IS MY PERSONAL INFORMATION?

Ketumon.com uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run datacenter.

MY ORDER HAS BEEN SENT, WHY DON'T I SEE THE TRACKING INFO?

Your order has been sent, but sometimes it takes up to 48 hours for tracking info to show up in the USPS tracking system or our own tracking system. You might want to let your customers know in your shipping emails, so that it minimises the confusion for them.

DO YOU SHIP IN ALL COUNTRIES?

We ship to most countries - ask us about your country.

WHEN WILL I RECEIVE MY ITEMS?

Usually items with no free delivery can take up to 7 days. But items are made to order and are shipped in around 14 business days.

WHY DOES IT TAKES SO LONG TO GET MY ORDER?

Usually it takes us 2-3 days to process the orders and then the shipping can vary from 7 to 14 buisness days. That it's also why many of the items are with free delivery.

WHY SOME ITEMS ARE FREE AND ON THE CHECKOUT I STILL HAVE TO PAY?

We offer "FREE" of charge on many selected products, but not all of them. These products must be cleared from our warehouse. Most of them are in limited quantities. Since these are clearance items, they take some space in our warehouse and we pay people to handle them, same for shipping.

Our dedicated Quality Assurance Team inspects every item before shipment to ensure that you receive a high quality piece. In the rare event that your item has a defect, please contact a customer service representative at info@ketumon.com, and we'd be happy to assist you in getting your item repaired. Please include your order number and contact information in your communications with us.

Ketumon reserves the right to void the warranty on any item that shows signs of modification, abuse or damage beyond "normal wear", as deemed by our inspection.

Please note: Ketumon is not responsible for any return fees, or returns that are lost or stolen while in transit.

Can I change my order?

We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed.

What payment methods do you accept?

We accept he following forms of payment: Visa, MasterCard, Discover, American Express, JCB, and China Union Pay.

Please contact us if your order hasn’t arrived within the estimated delivery time. Keep in mind that delivery times on international orders may take slightly longer.