FAQ

Contact Information

How can I get in touch with you?
You can contact our customer service team by email at support@kenslow.com
We respond to all inquiries as soon as possible during business hours.

Please note:

  • We do not provide customer support via Instagram, Facebook, or other social media channels.

  • Sending multiple emails about the same issue may delay processing.

Office Hours
Customer Service is available Monday to Friday, 9:00 AM – 5:00 PM (CST).
Messages received outside office hours will be answered on the next business day.

Orders & Payments

How do I place an order?
Browse our “All Products” collection, choose your desired item(s), add them to your cart, and proceed to checkout. You’ll receive an order confirmation email once your purchase is completed.

Which payment methods do you accept?
We currently accept:

  • PayPal – You’ll be redirected to PayPal to complete your purchase securely.

  • Credit/Debit Cards – VISA, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay are all supported. Payments are securely processed through Stripe.
    Your payment method will be charged upon completion of your order.

Is my personal information safe?
Yes. We use secure encryption and trusted payment processors to protect your information. Kenslow does not share personal data with third parties, except as required by law.

Shipping & Delivery

Where do you ship?
We currently ship only within the United States.

How long will delivery take?

  • Processing time: 1–3 business days

  • Shipping transit time: 8–12 business days

  • Total estimated delivery time: 9–15 business days (processing + shipping)

All orders include free standard shipping with tracking.

When will my order ship?
Orders are processed Monday through Friday (excluding holidays). Orders placed on weekends or holidays will be processed the next business day.

Can I change the shipping address after ordering?
For security reasons, we’re unable to modify shipping addresses after an order has been placed.

How do I track my order?
Once your order ships, you’ll receive an email with your tracking number. You can track your shipment using the carrier’s tracking link or by visiting the “Track Your Order” page on our website.

Why does my tracking show no updates?
Tracking details typically update within 24–72 hours after dispatch. If there are no updates after that period, please contact us at support@kenslow.com

Do you offer free shipping?
Yes, all U.S. orders include free standard shipping.

Do you ship internationally?
At this time, we only ship to addresses within the United States.

Returns, Exchanges & Refunds

What is your return policy?
We offer a 30-day return policy from the date of delivery for eligible items.
For full details, please refer to our Return & Refund Policy page.

I’m not satisfied with my purchase. How do I make a return?
To start a return, email support@kenslow.com with your order number, reason for return, and photos (if applicable). Our team will provide further instructions.

Will you refund my shipping costs?
Original shipping fees are non-refundable, except in cases where Kenslow is responsible for an error or the item arrives damaged or defective.

Can I exchange an item?
Yes. We’re happy to exchange items if they arrive damaged or defective. If a replacement is unavailable, a refund will be issued.

Order Changes & Cancellations

Can I cancel or modify my order after placing it?
Orders may be canceled or modified within 24 hours of placement if they have not yet been processed for shipment. Once an order ships, no changes can be made.

Why was my order canceled?
In rare cases, orders may be canceled due to payment authorization issues or stock unavailability. Please contact support@kenslow.com if your order was canceled and you have questions.

I ordered the wrong item or size. What can I do?
If your order has not yet shipped, contact our support team as soon as possible. Once shipped, changes cannot be made.

Lost or Missing Packages

If your package does not arrive within the expected timeframe:

  • First, check your tracking information for delivery updates.

  • If the carrier confirms delivery but you haven’t received the package, please contact the carrier directly.

Kenslow is not responsible for lost or misdelivered packages caused by incorrect shipping information provided at checkout. Please retain proof of postage for any return shipments.

Product Information & Warranty

Do your products come with a warranty?
Yes. Most products include a limited manufacturer’s warranty. Check the specific product page for details.

I have a question about sizing or product fit.
Please refer to our Size Guide or contact support@kenslow.com with your measurements or questions for personalized assistance.

Privacy & Data Security

Your personal data is protected under industry-standard encryption.
We do not sell, rent, or trade customer data. For more details, refer to our Privacy Policy.