Terms and Conditions
Terms and Conditions
Please read the following carefully before placing your order.
Payment
Online orders are processed securely through Stripe. Your credit card is charged at the time of purchase. You do not need a Stripe account to complete your transaction. We do not store your credit card information.
If you prefer to place your order by phone, call us at 403-658-5483. We are happy to take your payment personally and securely.
E-transfer payments are accepted at kiteguys@shaw.ca. Please include your order number in the comments field.
All orders are processed prior to shipping.
Order Processing & Shipping
Orders are typically shipped within 24 hours of payment confirmation.
We ship to Canadian addresses only using Canada Post as our primary carrier. Courier service is also available on request. Contact us for a quote if you require courier delivery.
Courier services cannot deliver to PO boxes. Please ensure your shipping address includes a complete civic address with house number and street name.
Providing a complete and accurate shipping address is the buyer's responsibility. If a package is returned to us due to an incorrect or incomplete address provided by the buyer, you will be responsible for the additional shipping cost to resend your order as well as any redirects that you have placed on the order.
Packages exceeding 100 cm in length are considered oversize and subject to an additional fee:
- Standard surcharge: $25.00
- Peak season surcharge (October 1 to January 15): $30.00
If your order includes an oversize item, we will contact you before shipping to confirm and collect the surcharge.
Custom Orders
Custom kites, personalized kite sails, and special commission work are handled on a case-by-case basis. Custom orders require payment in full prior to production. Custom orders are non-refundable once production has begun.
Returns & Exchanges
Items may be returned within 30 days of delivery for in-store credit. Items must be in new, unopened condition in their original packaging. Original shipping charges are not refunded. Return shipping is the buyer's responsibility.
All returns require a Return Authorization Code issued by The Kite Guys. Contact us by email before sending anything back. Returns received without this code will not be accepted.
We do not accept returns on custom or personalized items.
If you received a damaged or incorrect item, contact us right away with your order number and a photo. We will resolve it promptly.
Repairs & Parts
We offer repair services and carry parts for a wide range of kites. If your kite needs attention, reach out before sending anything so we can confirm what is needed and provide a quote.
Contact
The Kite Guys Bentley, Alberta
Phone: 403-658-5483
Email: kiteguys@shaw.ca