Frequently Asked Questions

Check out this section as a source for quick answers to some of your questions.

Or call Client Services at 1.800.661.5547 or 604.468.1117. We're available Monday to Friday,
except when closed for public holidays, from 7AM - 4PM Pacific Standard Time (PST).

Questions

1. Setting up a New Account
2. Methods of Payment
3. Custom Orders
4. When will I receive my order?
5. Can we return a product?
6. Can we cancel an order?
7. Do you provide samples?
8. How to change account information?
9. Do we have to pay for shipping?
10. Comments or Suggestions

Answers

1. Setting up a New Account with kostklip®
   We welcome new accounts and want to make it easy as possible for you to do business with us. A credit application, with a minimum first-time product purchase of $100.00 is required to open an account and is available through our Client Services department. The application may take up to five (5) business days to process. To expedite a first-time order we accept Visa, MasterCard or C.O.D.
   
   To purchase through our eStore with an online account, first select either the USA or Canada store before creating an account or logging in. You can only log into the store where you have created an account. You may only use a credit card for online purchases (credit application not required).

2. Methods of Payment
   For phone orders, we accept Visa, Mastercard, and Certified Cheque/Check.
   
   For online purchases, we accept Visa and Mastercard payments.
   
   We do no accept cash or debit.

3. Custom Orders
   Our specialists are happy to help you with any questions regarding a custom order. Quotes are free of charge. A 50% deposit is required on custom orders. No returns are accepted on custom orders.
   
   Custom orders are not available online.Phone orders for most stocked items will ship within 24 hours of receipt or the next business day. The actual date on which your order is delivered is dependent upon the level of service arranged through your carrier of choice.
   Should you wish to request Same Day Service, please contact Client Services at sales@kostklip.com or 1.800.661.5547 when placing your order.
   
   

4. When will I receive my order?
   
   For online orders, stocked items ship within two business days.
   
   

5. Can we return a product?
   Non-custom products can be returned within thirty (30) days of purchase, subject to a 25% restocking charge. All product returns must be accompanied by a Return Material Authorization (RMA) Form issued and approved in advance by a Customer Service representative. Credit will not be issued for any unauthorized returns.

6. Can we cancel an order?
   Notice of an order cancellation must be made in writing to the Client Services Manager. Cancellations will be reviewed and the customer may incur costs associated with the production and fulfillment of the order.
   
   For online purchases, contact Client Services at sales@kostklip.com or call 1.800.661.5547.

7. Do you provide samples?
   Yes, we would be pleased to provide a product sample targeted to your specific application. For sample orders, please contact Client Services at sales@kostklip.com or call 1.800.661.5547.

8. How to change account information?
   Please contact Client Services at sales@kostklip.com or call 1.800.661.5547.
   
   You can update your online account information by logging in and going to the Account Dashboard and Account Information.

9. Do we have to pay for shipping?
   Yes. Shipping is an additional charge on each order. Shipping costs are based on the precise weights and dimensions of the packed, finished product, as well as the level of service arranged through your carrier.
   
   For online purchases, you can estimate shipping and freight charges from your shopping cart

10. Comments and Suggestions
    
    We're always interested in hearing from you! Please send your comments or suggestions to: feedback@kostklip.com.