Answers by situation

18 situations a shopper lands in, from the cart to the refund. Each gets a short answer plus the page where the long 1 lives. The numbers are copied from those pages, never retyped, so the 2 cannot disagree.

At the cart, before paying

3 lines, then the button. Items. Shipping, at $6.49 per order below $79 of items and $0 at $79 or more, measured on the item subtotal before a code. Sales tax, by delivery state. Cards: Visa, Mastercard, American Express, Discover, all through Stripe. Whether PayPal has gone live yet is stated on the Payment Policy; the shipping rule sits on the Shipping Policy.

Choosing between 2 similar items

Same page shape, same 3 parts. Compare the Specifications part of the 2 product pages. For anything with a battery, look at the capacity figure, the cable it charges by, and the run time where the maker gives 1. The Disclaimer explains how those figures reach the page and what a maker's photograph leaves out. Still undecided after that: the message page, answered inside 1 business day.

Right after the order confirmation

The order is sitting with a supply partner in China. That partner packs it, in 2 to 3 business days; the office in Blythewood keeps no stock and packs nothing. Orders in by 2:00 PM Eastern, Monday to Friday, count from that day. Nothing to do yet. The Shipping Policy covers the route stop by stop.

Waiting for the first scan

It comes at the end of handling, when the carrier collects the parcel from the partner, and the tracking number is emailed that same day, to the inbox that got the confirmation, from the same sender. Up to then the tracking page reads Payment confirmed. Right stage. Not a stall.

Watching the tracking map

1 number, 2 legs. It works on the tracking page and on the USPS site. Several silent days after the export scan are the crossing, nothing more, and the daily scans resume once USPS has the parcel on this side of the water. Delivery comes 10 to 15 business days after the order; the Shipping Policy shows how the 2 clocks add up.

When the courier asks for money

They do not. Ever. The duty was paid on our side in China, and the Shipping Policy says so under the customs stop. A message demanding a customs fee or a redelivery fee for a Komartt parcel is a scam. Pay it nothing. Screenshot it. Forward the screenshot to the support inbox that day.

When the parcel is late

7 business days with no fresh scan: email the order number. Not before; the crossing is silent by nature. A USPS trace is opened inside 1 business day, and a parcel it never finds gets reshipped or refunded. After business day 15 with no delivery, the Shipping Policy hands you the choice under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, waiting on or taking every dollar back, and the offer comes from us first.

Delivered on the map, not on the step

Give it 48 hours; the scan runs early at times. Try the house, the neighbors, the mailroom. Still nothing: write, order number in the subject, and the Shipping Policy takes over: a trace first, then whichever you prefer of a reshipment and a refund, for $0.

When the box arrives damaged

Keep the carton. 2 photographs inside 7 days of delivery, 1 of the item and 1 of the carton, to the support email. We pay the postage on what follows, a fresh unit or the price back, and the broken 1 is yours to keep unless we ask for it. The Refund and Returns Policy lists this among the 4 cases that are on us.

When the wrong item is inside

Do not post it back yet. Photograph the item beside its packing label and send it within 7 days. The Refund and Returns Policy then ships the right item at our cost and emails a prepaid label to send the stray back.

When the item is not what the page showed

A color, a size, a capacity or a feature that does not match the page is on us. Inside 7 days, send a photograph held up to the page. The Refund and Returns Policy gives you the price back or a new unit, at our postage, and the page is fixed within the week. The Disclaimer separates that from a shade of color under different light or a maker's text on a photograph, which are not errors.

When the lamp or grinder will not charge

Dead on arrival, inside 7 days: 2 photographs, and a new unit leaves without waiting for the old 1. A battery, a motor or a switch that quits later, inside 90 days of delivery, is covered as well: send a short video, and the Refund and Returns Policy sends a new unit, or refunds the item when none is left. Consumables, pet damage, water damage and drops are outside that cover.

When you change your mind

30 days from the delivery scan, for an item that is unused, clean and complete in its box. Ask for an authorization first, by email or via the message page; the reply inside 1 business day gives you a reference number and the Blythewood address. The Refund and Returns Policy names the few things that cannot return: a blade or a brush that has met a pet, a fountain with residue in it, a light already mounted, a consumable with a broken seal.

Paying for return postage

2 cases. Change of mind: the return postage is on you, and the $6.49 from the way out stays spent. Faulty, wrong, damaged on the way or unlike its page: we send the prepaid USPS label, and we refund the shipping you paid together with the item price. Restocking fee on every return: $0. The Refund and Returns Policy has all 3 lines.

Waiting for the refund

5 business days. That is the clock, counted from the parcel reaching Blythewood, and the money goes to the same card or the same PayPal account; the bank then needs 3 to 10 business days to show it. A refund for a cancelled order or an order that never shipped runs on the same 5-business-day clock. Both the Refund and Returns Policy and the Payment Policy carry that clock.

Cancelling or fixing the address

12 hours. Both. Either 1 fits inside the first 12 hours after ordering, by email, order number included. A cancellation is refunded in full; a corrected address is applied before the label prints. Past 12 hours the parcel may be packed, and the Refund and Returns Policy describes the 30-day return path that takes over.

Shipping to Alaska, Hawaii or abroad

Not today. 48 states and DC. Street addresses in the 48 mainland states or Washington, DC, only. An order addressed to Alaska, Hawaii, Puerto Rico, another territory, a PO Box, an APO, FPO or DPO address, or anywhere outside the United States is refunded in full before packing, as the Shipping Policy says at the checkout stop.

Reaching a person

3 doors. [email protected], or +1 (854) 202-8568 from Monday to Friday between 8:00 AM and 6:00 PM Eastern, or the message page. A person replies inside 1 business day. The chat bubble is an AI program labeled Support AI; it handles general questions and passes you to a person when you ask, as the Contact page sets out.

Behind the store

The company behind the store: Tamisha Deneece Glover Funy LLC.
Company EIN: 99-4782186
Mailing address (office and returns): 456 Fairford Rd, Blythewood, SC 29016, United States
Support email: [email protected]
Support phone: +1 (854) 202-8568
Message page: komartt.com/pages/contact
Staffed: Monday to Friday, 8:00 AM to 6:00 PM Eastern
First reply: within 1 business day