Placing an order / Shipping & Returns
When Placing an order:
1. Create an account or register as a “guest”
2. Go shopping. (Place your items in your shopping cart)
3. Proceed to checkout
4. Confirm your order, choose your preferred shipping method and method of payment.
PayPal transactions are processed immediately and can be charged to your credit card. Alternatively, credit card transactions and E-transfer can be telephoned in to 403-658-5483 to be securely accepted. Transactions will be completed prior to shipping (orders usually shipped within 24 hours)
You will receive a confirmation e-mail once your order has been placed.
Shipping rates are determined after the ordering process has begun and you are ready to checkout. The dimensions and weight of each package are quickly calculated and a list of shipping options will appear. To complete your order click on your selection of shipper and confirm.
PLEASE NOTE: Postal codes must be entered in UPPERCASE to give proper quotes. Sometimes the shipping rate gets a little crazy and gives out some outrageous amount to ship your order across the street or across town. Not to worry, The Kite Guys will catch these little blips. If there seems to be an extraordinary charge for shipping, we will confirm the actual package dimensions and weight and make an adjustment for you. More often than not, this results in a credit to you. Your credit card order will not be processed until the order is ready to ship.
You may return most new, unopened items within 30 days of delivery for an in-store credit only on the return of those items including GST (if applicable). This credit does not and will not include shipping cost. You are responsible for return shipping cost. Return items must have tracking identification. The Kite Guys will not be responsible for return items that have been lost or misplaced by the return courier service.
The customer will be responsible for any additional shipping fees and charges incurred to the package due to any incorrect or misinformation (typo) from the purchasing customer. Packages that are returned unannounced to The Kite Guys due to incomplete or incorrect address information that was provided by the purchaser (no fault of The Kite Guys) are typically subjected to additional fees from the Courier and must be reimbursed in full to the The Kite Guys before your order is considered complete.
You should expect to receive your refund of in-store credit within four weeks of giving your package to the return shipper, however, in many cases you will receive your in-store credit refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 14 business days), the time it takes us to process your return once we receive it (3 to 5 business days).
If you need to return an item, contact us via e-mail. All returned items must receive an "item return code" to be accepted. This code number is only available from The Kite Guys. We'll notify you return e-mail of your refund once we've received and processed the returned item.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
We use Canada Post exclusively or if you prefer "special delivery" we also offer, for your convenience, another courier of your choice. If you have an account with your own courier service, please provide us with all the necessary account information and we can set you up with this method as well.
PLEASE NOTE: In the event of loss of service involving Canada Post delivery service, we will be using Fedex and UPS Canada courier service.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are calculated based on length, width and weight. The weight of any item can usually be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram/pound. Additional fees may apply for oversize packages. Oversize is considered longer than 100cm in length. We will attempt to contact the purchaser before any oversize package that exceeds 100cm in length will be shipped. Additional $15.00 oversize fee is required before order is completed and shipped out. Any claims for late delivery service guarantees and accepted refunds offered back from the courier service, will be returned to the customer in the form of store credit only.