If you have any questions, issues, or simply want to say hello, please call us. We’re 716-989-5578. Competent Customer Service agents are standing by 5 days a week, from 9:00AM – 5:00PM, Pacific Time.
The address for returns:
- All of our packages are sent in USPS Priority Mail boxes, by either USPS or FedEx Ground.
- Delivery takes between 1-3 days within North America and 7-14 days internationally.
- All International orders subject to approval.
- The guarantee only applies to International Orders if you choose Registered Mail.
- The guarantee does not apply to Money Order orders not getting to us on time.
- We do not ship anything to AUSTRALIA, NIGERIA, or ESTONIA.
- Offer is only valid if sending to the billing address of the cardholder purchasing the product.
- We cannot re-send your package until 14 days have passed for USA orders.
- We cannot re-send your package until 30 days have passed for International Orders.
100% Money Back Guarantee
If you are not satisfied with your purchase, you may return you order for 100% refund, conditions applying. We accept returns for any merchandise if you are not satisfied, EXCEPT items that have had the safety seals broken. By Federal law, we cannot accept returns on any item that may be ingested due to health reasons. RETURNS ARE AT YOUR EXPENSE, but we do not charge any restocking fees; you will receive a credit for the full value of whatever products you return to us in their original condition.
All refunds will only be issued to the card or account used to purchase the products. Amount refunded is minus original shipping charges.
At least 90% of order must be returned to us within 7 days of receipt of product.
Call us for credit card disputes; NOT your Credit Card company, please! We can resolve any issue, faster than the credit card company.
When your order is shipped you will receive an automated email listing your USPS or FedEx tracking number. You may use this tracking number to check your orders location and status. If you do not receive this information, don’t be afraid to call us; we want you to get your order ASAP! Also, remember that PRIORITY MAIL DELIVERY CONFIRMATION is NOT a Tracking Number; it will show that we sent the package, but it often does not show the status of Delivery until it’s actually delivered.
Or, log into MY ACCOUNT to see all order info whenever you wish; you have the same info we have.
Order Complaints & Order Problems
We rarely get any complaints from customers, but on the rare occasions when we do, rest assured that we will do everything we can to fix the problem in as timely and fair a manner as possible. We feel that your loyalty to our shop is far more important than a single botched order. So, don’t hesitate to call us to discuss any problem you might have with Kona Kava Farm or your order Toll Free at (716) 989-5577.
Mistakes can happen, but if you are simply unhappy or dissatisfied with a product from us; because we so firmly believe in every product we carry, we will accept returns of unused product without complaint.
IMPORTANT: If you do not receive an order shipped within the USA, we need to wait 2 weeks before re-shipping the order to you. This allows the Post Office or FedEx ample time to get the package to you (although most packages arrive within a few days). If it’s an International Order, we need to wait 4 weeks before re-shipping your package.
Our countless customers and counting means everything to us; because of you, we are here, and because of you, we have been able to share some beautiful plants with so many, so we do everything we can to keep our customers as happy as we are able to, never forgetting that it is our customers who allow us to continue to expand our offerings here at the shop.
Again, please call us BEFORE you call your credit card company if you have any dispute with your credit card charges whatsoever as well. We are here for you and will resolve any issue to your complete satisfaction.
KV Naturals, Inc., dba Cognihance