We offer shipping services primarily through UPS and Fed Ex, on some occasions when product is less than $250, we will send via USPS. Ownership of packages turned over to UPS, USPS, FedEx, or any other shipment service used by KWI Clutching (KWI) is transferred to the buyer. We are not responsible for lost, held, misdelivered (to another address), or damaged packages. KWI is not responsible for delivery errors including but not limited to errors from carriers. KWI is not responsible if the shipment is marked, scanned, or tracked as delivered from the shipping carrier and you do not have a package, a package was delivered to a neighbor, a package was left in a location deemed appropriate by a shipper associate, per shipper policy, or a package that was stolen. KWI makes no guarantee that a package delivered by any carrier will follow any instructions provided by KWI. KWI makes no guarantee that a package sent “as signature required” will be delivered as requiring an actual signature.
When checkout occurs, please note any additional request when choosing your type of shipping service in our “Special Instructions” box found on the check-out page on our website. KWI will communicate and/or facilitate any special request made by our customer, additionally KWI makes no guarantee that any request will be completed by the shipping carrier. Including any request that is a part of our online communication when creating a shipping label. (Example: Requesting signature required, or delivery after 5pm, etc.)
The address that you provide to KWI is the address we ship to. We do not ship to PO/APO/FPO box addresses. We ship primarily with UPS and provide tracking information for all shipments. However, KWI uses its sole discretion to use another carrier of choice. We encourage you to visit the shipper’s website, create an account, and manage your delivery process through them directly.
For Float Modification clutching we do provide shipping insurance for your purchase when we are sending the finished product back to you. When sending your clutches to us, we strongly encourage you to purchase shipping insurance for the value listed on your order page through UPS, FedEx and USPS or other carriers.
Packaging Clutches: When sending your clutches into KWI make sure they are adequately wrapped and secured in the box to not move around and damage during shipping.
We encourage our customers to sign up and complete a shipping profile with UPS, FedEx, USPS or any other shipping carrier used (information provided if other than UPS) with tracking alerts and special instructions to contribute to a successful delivery. KWI makes no guarantee that any tracking alert, tracking updates or any tracking information can ensure proper delivery of your order. Additionally, we encourage you to refuse delivery on any package that is visibly damaged. For a full description of our refund policy including damaged shipments please refer to KWI Clutching’s Exchanges, and Warranty Policy for detailed information as there is a time limit for opening a refund, including damaged goods. We suggest taking pictures immediately of your product and the shipping container it was received in.
KWI does not allow re-routing of packages while in transit for security purposes, and purposes related to fraud.
Where is my tracking information?
You can find your tracking information on your invoice, or if you purchase from our website when the order is shipped an email will be sent to you with this information.
When will I receive my order?
All in stock orders are processed the same day. Our UPS cut off is 1p CST. If you have an emergent need for overnight shipping, please place your order and call us at (815-216-6000) to notify us of such. Please note that we do not process orders on weekends and holidays
Why haven’t I received my order?
Please visit UPS (or other carrier information that we have provided) and enter your provided tracking information to update you on delivery. If the package states that it has been delivered, please look around your area for the package. Once the shipment leaves our facility it is the responsibility of UPS.
What do I do if the shipping carrier states that the package was delivered but I do not have it?
For packages delivered by UPS call 1-800-PICK UPS for FedEx call 1-800-463-3339 for USPS visit or call your local United States Post Office; and provide them with tracking information. Visit the carrier website for additional information including making a claim. We will provide you with the same information that is found on your order page. We will confirm electronically that the tracking information is correct and update you with any corrected or additional information we may have. KWI has the same information that customers have regarding tracking.
What if my order is damaged?
Take pictures immediately of the packaging and product and review our refund policy: KWI Clutching’s Returns, Exchanges, and Warranty Policy. You need to email firstname.lastname@example.org with complete information. Calling our sales department does not satisfy our refund process.
Any order that is flagged as fraudulent from Shopify Merchant Service or Stripe will immediately be cancelled. KWI will not accept any credit cards or checks from any person flagged as attempting a fraudulent purchase. KWI will not process any future orders.
KWI will not process any orders that fail a verification process to confirm identity. Any information provided will be used in that process, and subsequent information provided to potentially complete an order will not be accepted. All information initially provided via email, or our webstore should be accurate and comply with lawful intent to make a purchase. KWI reserves the right to request photographs of credit cards, driver’s licenses, state issued ID, military identification cards are not acceptable verification of identity.