FAQs

WHEN YOU’RE BROWSING THE STORE:

Q1. When is the order expected to arrive? What is the EST time of shipment?
A: For part products, we will directly ship the items from our US local warehouse（US only customers）, it usually takes 2-6 business days to receive the product after the order is made. For most products and other countries, KRYDEX will ship either from China local warehouse, depending on product availability. Tracking numbers will be provided for all shipments. You can view your tracking number in the shipment notification email OR login to your KRYDEX account to see the order info. Visit <https://shop.krydex.com/pages/shipping-customs-tax-returns for more details.

Q2. What is the return and warranty policy?
A: Please see https://shop.krydex.com/pages/refund-policy

Q3. Will I have to pay import duties and taxes?
A: Though it is unlikely, customs reviews may be performed at random and/or without any warning. So we can't 100% guarantee that no taxes will be paid.

Q4. Does KRYDEX provide customized design services?
A: Yes, KRYDEX provides a gear customization service. But additional fees may apply. Please send your request to shop@krydex.com and we will be in touch shortly.

BUYING & PAYING:

Q5. The discount code I have doesn’t work for my website order.
A: Please confirm that the code is still valid and if there are special requirements for use. If you still experience problems, please contact us shop@krydex.com

Q6. I’m having trouble paying with my card.
A: Here are some of the reasons of an unsuccessful payment:
1. Your bank has not yet activated the function of overseas payments for this card.
2. Your card or bank has a limit to online payment amounts for this card.
3. Your bank has flagged and restricted use of this card.
To solve the problem, please try to make the payment again or try with a different card. We also accept payment via Paypal. If the problem persists, contact your bank and clarify with them that this payment was made by you, after which they will provide instructions to help you resolve this issue.

Q7. How do I pay with credit card if I don't have a PayPal account?
A: Worry not, PayPal has an option where you can complete payment without having to register/login.

Q8. How do I cancel an order?
A: Please provide your order number and contact us at shop@krydex.com
Please note that dispatched orders cannot be recalled, and you can try to refuse to sign the parcel when it's delivered.

ORDER COMPLETE:

Q9. I made a purchase on the website and haven’t received an order confirmation mail.
A: Please check your junk mails as your email account may have directed the order confirmation mail to that folder. If you still don’t see it, please contact us at shop@krydex.com

Q10. I made a purchase on the website and the order has been processing for a long time.
A: Please allow 3 days’ time for the order to be processed. If after 3 days the order status still hasn’t been updated, please contact us at shop@krydex.com

Q11. Has my order been shipped?
A: Orders will take approximately 3 days for processing and dispatchment. You will receive an email regarding shipment information when your order has been shipped. To view your tracking number, log in to your KRYDEX account or contact us at shop@krydex.com

Q12. Why does the status of my order read "label created" for such a long time on Fedex or USPS?
A: Fedex or USPS sets the US as the shipment origin. However, some orders need to first be sent from our China warehouse. This status will be updated when it arrives in the US.

NON PURCHASE RELATED:

Q13. How do I reset my password?
A: Please follow these steps to reset your password:
1. Go to https://shop.krydex.com/
2. Click on Register/Log In at the top right
3. Click on Forgot Your Password?
4. Follow the instructions for resetting your password

Q14. The discount code I have doesn't work?
A: Please confirm that the code is still valid and if there are special requirements for use. Send your inquiry to shop@krydex.com for further assistance.