Important Notes (Please read, this is not the usual blah blah):
• Vase and Glassware Policy. Please inspect all glassware within 48 hours of receiving goods. We are not responsible for broken or damaged glassware after this time frame, regardless of if the bill to and ship to addresses are different. Since all glassware is hand blown, variations may exist between glassware pieces. Digital pictures may be required to verify broken or defective merchandise. Replacements will occur at our option, and may not be available for certain vase styles. Please order glassware well in advance of your event date to ensure safe delivery of the products. As with any glass products, please treat all glassware with “common sense” care due to its fragile nature.
• We will make every effort to get your order to you on time. However, we are not responsible for late deliveries made by any carrier as we simply cannot control their shipping logistics. Generally, 99.9% of the time, there is no problem with getting you your order within 5-7 business days. However, delivery exceptions may occur for any number of reasons, including, but no limited to bad weather, difficult to find address, wrong address, mother nature, etc. We highly advise you to place your order EARLY to ensure safe delivery of your order.
Ordering
If I Place My Order Today, When Will I Receive It?
Generally, we process and ship the same day if orders are placed before 2 PM PST. However, orders may take 2-3 days to fill before shipping.. Once your order ships, it generally will arrive within 5-7 business days. Please keep in mind that we have no control over delays in shipping by FedEx, UPS, USPS or any other carrier. You will be responsible for the order once it ships from our warehouse. If an order is refused at delivery, a 20% restocking fee will apply and shipping is not refundable. Orders cannot be cancelled once processed and shipped.
PEAK SEASON PROCESSING: During our peak season from April through November, processing time may take up to 4-5 business days before shipping. To ensure delivery to you on time, please enter an event date during checkout and choose appropriate shipping option.
If An Item Is Out of Stock, When Will It Be Back In Stock?
We do our best to update the site daily with new products and preorder products. Some items that are shown as out of stock may be preordered if indicated as such on the website. Some items that are shown as out of stock may also be special order, which will be indicated under the detailed product description. If you would like to be notified of items that may be out of stock, please email us with the item and model number, case quantity need, contact information, and need by date, and we will contact you once available.
If I've Already Place My Order, But Haven't Received It Yet, How Can I Find Out When I Will Receive My Order?
You will receive an email with tracking number once your order ships. If you have not received this email, check you spam mailbox first before contacting us with your order number, name and date of order. Some online service providers do mistake our genuine emails to you as spam, so please check before contacting us. If you still cannot find the tracking, email us with your order number and we will follow-up with you within a few hours of receipt of your email. Please include order number otherwise correspondence may be delayed.
Do You Allow Returns?
Due to the nature of our business, all sales are final. However, we do try to accommodate most requests for product exchanges or substitutions when possible. The customer is responsible for all shipping charges. All orders are automatically insured up to $100 per package to protect you against package damage. If items are damaged in transit, we have a credit claims process that allows for replacement or credit for damaged goods. Unauthorized returns are subject to a 20% restocking fee of the product, less shipping charges.
May I Cancel My Order?
Cancellation is not permitted for orders which have been packed and/or shipped. For other orders, a mandatory 10% cancellation fee will be applied. For some orders, cancellation may not be permitted and no refund will be made available.
How Do I Contact Koyal Wholesale?
Via the contact us form on the website. If your inquiry is regarding an order, please provide us with your name, order number, and contact number.
Shipping
If I Place My Order Today, When Will I Receive It?
PEAK SEASON PROCESSING: During our peak season from April through November, processing time may take up to 4-5 business days before shipping. To ensure delivery to you on time, please enter an event date during checkout and choose appropriate shipping option.
Generally within 5-10 business days. See map below for estimated time of delivery once order ships. Delivery time does NOT include order processing time which may take between 1-3 days. We do ship from several warehouses, and larger orders may take additional time to prepare and ship.
Note: For rush orders, which includes expedited shipping orders which must ship out same day, a mandatory $20 fee will be applied (see below for details). Please call us at 951-734-3888 to place a same day rush order. We ship from several warehouses, and some orders may take additional time to prepare and ship. Please also note that certain items, such as personalized items, may take up to 10 business days to process, plus additional shipping time.
: This is an
estimated time of delivery for your order once it ships from our warehouse. Generally most orders ship same day if placed before 2 PM PST.
How Do You Ship?
FedEx, UPS, or USPS. Most orders go out FedEx Ground or USPS Priority Mail. We will determine the fastest way to get your products to you. Your products may be left at the door at the discretion of the carrier if no one is home. It is the responsibility of the customer to notify the carrier if no one is available to physically accept the packages.
Important Note: We are not responsible for lost, stolen, or missing boxes that show as "delivered" via tracking number. Signature confirmation is optional and a customer can request this option by phone, email or writing it in the customer notes section of the order just before checkout. An additional fee will apply. If no signature confirmation is requested, the customer assumes full responsibility and liability for lost or stolen packages that track as "delivered." Signature confirmation is an optional service that must be requested by the customer. We highly recommend signature confirmation for apartments, condominiums, and for clients that have had packages go missing before. If no request is made for signature confirmation, packages can be left at the shipping address per the driver's discretion with a full waiver of liability.
Do You Offer Rush Delivery?
Yes. Rush delivery includes express shipping orders (Overnight, Two Day, or Three Day shipping) placed
after 10AM PST, which must ship out same day. Please contact us via phone at 951 734 3888 should this service be required, as it is not available for certain items. A mandatory $20 fee will apply to all rush delivery orders, without exception. Rush delivery orders are not accepted over email.
What If There Is A Problem With My Order?
Contact us within 24-48 hours of receiving your order. Any unauthorized returns will be refused. All items are brand new merchandise and are free from manufacturing defects. If you discover a defect that makes the product unusable we will repair or replace the item at our option. We will need to know within 1-2 days of receiving the order. If an order is refused at delivery or an incorrect address is given, a 20% restocking fee will apply and shipping is never refundable. Digital pictures may be required to verify broken or damaged merchandise before any consideration of credit or replacement is approved.
Where Will KoyalWholesale.com Ship My Order?
To the shipping address indicated at checkout. Please do not use a P.O. BOX address as your shipping address, as this will severely delay shipment of your order. If the bill to and ship to addresses are different, the 48 hour rule for damages and defects still applies. We do ship to Canada and other international locations.
Do You Ship to Canada?
Yes. We do ship to Canada. The customer is responsible for all duties/taxes administered by customs. To provide a full quote, we will need the following information: a) Description of products of interest, quantities, and model number (if applicable) b) Postal Code c) Event Date. We do ship glassware to Canada.
Do You Ship Internationally?
Yes. We do ship internationally. The customer is responsible for all duties/taxes administered by customs. To provide a full quote, we will need the following information: a) Description of products of interest, quantities, and model number (if applicable) b) Postal Code c) Event Date. Due to its fragile nature, we do not ship glassware overseas.
How Are Shipping & Handling Charges Determined?
Shipping and handling is estimated based on your shipping zip code and the approximate weight of the products you have ordered. Keep in mind some items may be considered oversize (i.e. tall vases) and will incur higher shipping charges due the size and weight of the packages being shipped. At our discretion, we may ship large orders via private freight carrier on a pallet. We will notify you if this option is applied.
Where's The Rest Of My Order?
On rare occasions, an order may be split due to its size or the nature of the products ordered. We will notify you on your packing slip that you will have a split shipment. You may also receive multiple tracking numbers. Generally, items will arrive at the same time to your shipping destination. You are not charged additional shipping and handling fees for split shipments. We ship from several different warehouses.
PROPOSITION 65 WARNING: Some products contains chemicals
known to the State of California to cause cancer and/or birth defects or other
reproductive harm.
In the State of California there exists what is referred to as "Proposition 65".
Proposition 65 is the California Safe Drinking Water and Toxic Enforcement Act of 1986.
Any company that operates in California, sells products in California, or manufactures
products that may be sold in or brought into California is subject to Proposition 65.
Since our products are sold in California, Proposition 65 applies to us.
Proposition 65 requires warning labels on any product that may contain any of
600-plus elements that the California Air Resources Board considers a carcinogen or a
reproductive toxicant. These elements include lead (contained in the solder used to
attach electronic parts to the printed circuit boards), brass, PVC and a multitude of
other everyday elements.
Many of the elements listed under Proposition 65 are common everyday items. Many,
such as lead, are commonly used in the electronics industry. Other elements are
uncommon items and are rarely used in the electronics industry, if used at all. The
list of elements keeps changing and is periodically updated. Elements are added to the
list, some elements are removed. It is excessively difficult to keep track of the
changing list of elements.
There are penalties for not complying with Proposition 65. Failure to label products
may result in a civil penalty of $2500 per day. If a company's product is sold or is
purchased outside the Sate of California and brought into California, the company may
still be found in violation.
Various trade organizations have issued notices to manufacturers warning of
Proposition 65 and its implications. Included in the warnings were suggested methods of
protection from Proposition 65 litigation and violations. Protection requires warning
consumers about the possibility of dangers from products. An informed posting is
considered to comply with warning consumers.
The posting does not necessarily indicate our products will cause you to contract
cancer or reproductive harm if used as designed.
For more information about Proposition 65 visit the Office of Environmental Health
Hazard Assessment and for a list of elements listed under Proposition 65 visit:
http://www.oehha.ca.gov/prop65/prop65_list/Newlist.html
Payment
What Forms of Payment Does KoyalWholesale.com Accept?
Due to the high volume of orders we receive, we can only accept online payments or phone/fax payments to Koyal Wholesale. You can pay via any major credit card, ECheck, or Paypal ®, our online payment gateway. YOU DO NOT NEED TO BECOME A MEMBER OF PAYPAL OR REGISTER WITH PAYPAL TO MAKE PAYMENT TO KOYAL WHOLESALE.
Which Credit Cards Does KoyalWholesale.com Accept?
Visa, Mastercard, Discover, American Express, EChecks, and Paypal ®. Please keep in mind that if paying by ECheck, we will have to wait 5-7 days for your check to clear before shipping out your order. If paying via fax or phone, we can only take Visa, MC, or Discover.
What Taxes Will I Have to Pay?
There is no sales tax if we are shipping outside of the state of California. California residents pay a 7.75% sales tax. Wholesale California customers must provide a valid resale certificate and seller’s permit to be exempt from sales tax. Please print out resale certificate from Koyal.com.
Is Your Site Secure?
Your payment is completely secure on our site. Our online payment gateway, Paypal ®, is owned by EBay ®. It is kept completely secure and encrypted. To find out more information on Paypal security, please visit www.paypal.com
