Below are some of the questions we are most frequently asked. You may also find more information in the other sections of our Customer Service Page.

If you can't find the information you are looking for feel free to e-mail us or call us @ 212 274-9000.

How quickly will I get my order?

• Delivery within the USA
  Items shipped within the USA will be sent via UPS Ground 3-5 business day service.
• International Deliveries
  Items shipped internationally will be sent via USPS Priority Mail International 8-14 business day service.

How do I know if the goods I want are in-stock?
On all of our products we provide you will a stock status indicator depending on the selections you have made regarding color, size and quantity (where applicable).

If the size/color option you have selected shows as in stock, this means this item is available for shipment.

If the size/color option you have selected has a stock status of out of stock, this item is not available and you will not be able to add it to your basket.

If the size/color option you have selected shows as pre-order, this means that we do not currently have stock of that particular item but we are expecting further deliveries within the next month. You can add these items to your shopping basket and pre-order them. We will send the item on to you as soon as it is available. It will not delay any other items on the order and your debit/credit card will not be charged until the goods are shipped.

How can I get updates about new designs, sales and other events?
To receive the latest updates about our new designs, sales and other events, please sign-up to be included in our mailing list. Be the first to hear about special offers and new products with our email updates, or receive exclusive invitations to our special events near you.

How can I keep track of my order?
At our warehouse, tracking numbers are assigned to packages almost immediately and generally appear on our website along with your order information. However, it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. That means even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours or more.

Orders placed on www.kaijany.com may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, Your Order History on www.kaijany.com will not offer tracking information, but will still offer order status and other details. Read the information provided below on this page to learn the difference between tracking information and the order status.

How is order status different from tracking information?
The status of your order is supplied by KAIJA NY, and represents what is happening with your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*. The tracking information is accessible in the carrier website using the tracking number that KAIJA NY will provide in your order shipping confirmation email.

*Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.

What kinds of payments do you accept?
Payment for goods is to be made thru PayPal Services or with any of the following credit or debit cards only; Visa, MasterCard and American Express.

Should your credit or debit card have insufficient credit, we reserve the right to invoice you for the costs incurred in making requests for payment.

How can I do an exchange and or return?
Please review our exchange and returns policy in the Delivery And Returns section.

Back to top >>

We want you to be 100% pleased with your new bag. If for any reason you are not, please call us at 646.478.6890 or email us and arrange for either a REPLACEMENT or REFUND. You can return any bag in new condition, for any reason within 14 days of purchase and receive your purchase price back, minus the restocking and shipping fees.

NOTE:  All items marked on “SALE” are final sales ONLY and are NOT qualified for REPLACEMENT or REFUND.

SHIPPING METHODS AND FEES

We offer the following convenient delivery options for item(s) purchase on www.kaijany.com.

Please note, each shipping method has its own restrictions and charges that will be applied to your order. Your total shipping charges will automatically compute during checkout prior to the completion of your order.

You will have the option of upgrading your shipping method for faster delivery. If you choose to upgrade your shipping method, your order must be received and clear credit authorization by 12:00 P.M. EST or your order may not be processed until the following business day. Business days are Monday – Friday, excluding Federal Holidays within the United States.

We will email you a UPS tracking # as soon as your order has been processed for shipping.

Please note: While we make every effort to ship orders as quickly as possible, most orders are not shipped until the following business day. This includes UPS 3-Day Air and 2nd-Day Air.

** Shipping costs are not refundable upon returned or replaced items. If a returned item was shipped for free, the actual shipping cost will be deducted from your refund.

** Shipping rates are subject to change.

SHIPPING RULES AND RESTRICTIONS

• ORDERS ARE SHIPPED ON BUSINESS DAYS ONLY. BUSINESS DAYS ARE MONDAY THRU FRIDAY, EXCLUDING FEDERAL HOLIDAYS WITHIN THE UNITED STATES.
• ORDERS SHIPPING TO ALASKA OR HAWAII MAY ONLY BE EXPEDITED AND REQUIRE AN ADDITIONAL FEE. GROUND SHIPPING IS NOT AVAILABLE
• ORDERS SHIPPING TO AN APO / FPO MILITARY ADDRESS OR A POST OFFICE BOX MAY ONLY BE SHIPPED VIA THE U.S. POSTAL SERVICE AND CANNOT BE EXPEDITED.
• OTHER THAN THE U.S. TERRITORIES WE CANNOT SHIP TO ANY OTHER DESTINATION OUTSIDE OF THE UNITED STATES AT THIS TIME.
• ALL EXPEDITED ORDERS REQUIRE A STREET ADDRESS.
• SHIPPING COST IS NOT REFUNDABLE UPON RETURNED OR REPLACEMENT ITEMS. IF A RETURNED ITEM WAS SHIPPED FOR FREE, THE ACTUAL SHIPPING COST WILL BE DEDUCTED FROM YOUR REFUND
• PLEASE CALL OUR CUSTOMER SERVICE AT 646.478.6890 IF YOU HAVE ANY QUESTIONS

Sales Tax Policy
If an online retailer has a physical presence in a particular state, such as a store, business office, or warehouse, it must collect sales tax from customers in that state. KAIJA NY charges NO SALES TAX in any state except for New York. Because we are located in New York, and the United States Congress has stopped any states from charging sales tax for Online purchases, you can purchase from KAIJA NY TAX FREE from anywhere except New York. If we are shipping your purchase within the state of New York, we must charge Calvinism State sales tax.

Replacement Policy
If you wish to replace an item purchased from KAIJA NY please email us with your reason for the replacement and we will arrange for you to return the bag and receive a replacement. Free shipping offers do NOT apply to replacement bags unless the original bag is defective. All replacement requests must be made within 30 days of delivery, and can only be honored for bags returned in new condition.

Refund Policy
If you want to return an item purchased from KAIJA NY for a refund, please contact us explaining the reason for the refund. We will make arrangements for you to return your purchased bag and receive a refund for the full purchase price. Refunds may be issued by check or a credit to a credit card. Shipping charges are NOT refundable. If your bag(s) were shipped for free, the actual shipping charges will be deducted from any refunds. All refund requests must be made within 30 days of delivery, and can only be honored for bags returned in new condition.

Payment Policy
Payment for goods ordered must be paid in full thru with any of the following credit or debit cards only; Visa, MasterCard and American Express. Should your credit or debit card have insufficient credit, we reserve the right to invoice you for the costs incurred in making requests for payment.

Ownership Policy
Goods remain the property of KAIJA NY until payment has been received in full.

Privacy Policy
KAIJA NY holds a firm commitment to the privacy of our visitors.
Several forms on our site require users to enter personal information (e.g., name and email). We use customer contact information from these forms to send the customer information about our company or to contact customers when necessary. However, we NEVER sell, rent or otherwise share your personally-identifiable information with any third parties.

Security Statement
This site has security measures in place to protect the loss, misuse and alteration of the information under our control.
We understand that you are concerned about the security of the information you transmit over the internet. We take all steps possible to ensure that your credit card and personal information is kept safe and secure.

For additional security, your credit card information is deleted from our records after 30 days.

Back to top >>

EMAIL ALERTS ABOUT YOUR ORDER

• ORDER CONFIRMATION. THIS EMAIL CONFIRMS THAT WE HAVE RECEIVED YOUR ORDER. IT INCLUDES YOUR ORDER NUMBER. KEEP THIS EMAIL FOR YOUR RECORDS.
• BACKORDER/ADVANCED SALE NOTICE. THIS EMAIL INFORMS YOU THAT AN ITEM FROM YOUR ORDER IS NOT AVAILABLE FOR IMMEDIATE SHIPMENT AND WILL SHIP WHEN IT IS AVAILABLE. YOUR CREDIT CARD IS CHARGED WHEN THE ITEM IS SHIPPED. WHEN THE ITEM IS AVAILABLE TO SHIP, WE WILL SEND YOU AN EMAIL WITH YOUR ORDER NUMBER. KEEP THIS EMAIL FOR YOUR RECORDS.
• SHIPMENT CONFIRMATION. THIS EMAIL CONFIRMS THAT YOUR ORDER OR PART OF YOUR ORDER HAS SHIPPED. YOU MAY RECEIVE MULTIPLE EMAILS DEPENDING ON THE ITEMS YOU SELECTED, OR IF YOU ORDERED MULTIPLE ITEMS AND THEY WERE SHIPPED SEPARATELY. THE ARRIVAL TIME OF YOUR ORDER DEPENDS ON THE SHIPPING METHOD SELECTED, ITEM SELECTED, AND YOUR SHIPPING LOCATION.
• IIMPORTANT NOTICE ABOUT YOUR ORDER. THERE ARE A FEW REASONS WHY YOU WOULD RECEIVE THIS EMAIL, INCLUDING: DIFFICULTY IN PROCESSING YOUR ORDER, INABILITY TO SHIP TO THE ADDRESS PROVIDED, DUPLICATE ORDER, CANCELLATION OF ORDER. SHOULD YOU RECEIVE A NOTICE LIKE THIS, PLEASE CALL CUSTOMER CARE AT 646.478.6890 IMMEDIATELY SO THE PROBLEM CAN BE ADDRESSED.

CHANGING OR CANCELLING YOUR ORDER

• AFTER YOU HAVE CLICKED "SEND MY ORDER," YOUR ORDER BEGINS TO PROCESS AND YOU CANNOT MAKE ANY ONLINE CHANGES TO YOUR ORDER. OUR SYSTEM IS DESIGNED TO FILL ORDERS AND GET THEM ON THEIR WAY AS QUICKLY AS POSSIBLE.
  
• ONCE YOU RECEIVE YOUR ORDER IN THE MAIL, SIMPLY RETURN ANY ITEMS YOU DO NOT WANT BY FOLLOWING OUR RETURN INSTRUCTIONS.

If you want to return an item purchased from KAIJA NY for a refund, please contact us explaining the reason for the refund. We will make arrangements for you to return your purchased bag and receive a refund for the full purchase price. Refunds may be issued by check or a credit to a credit card. Shipping charges are NOT refundable. If your bag(s) were shipped for free, the actual shipping charges will be deducted from any refunds. All refund requests must be made within 14 days of delivery, and can only be honored for bags returned in new condition.

Back to top >>