Customer Care

General Policies

Note: We have relocated to Arizona! Our new phone number is 623-533-3777.
Our new address is: 1819 W Rose Garden Ln Ste 4 • Phoenix, AZ 85027

Guarantee

Your satisfaction with our product is our top priority. Therefore, Ktrna™ fully warranties all of our products against manufacture defect. This DOES NOT cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and material through time, exposure or extensive use. If you suspect a defect in workmanship or materials of a Ktrna™ product, you may send the product to us for evaluation following the return policy below.

Colors & Fabrics

  • Merchandise is displayed as accurately as possible.
  • Similar colors in different fabrics do not always match due to variations in material and texture.
  • Looking for colors that match? Call us at 623-533-3777 or email us, we'd love to help!

Ktrna™ uses a variety of quality fabrics for our products.  All fabrics have 4 way stretch, moisture wicking compounds, breathable, light and designed for activity. We also have a number of Signature Fabrics which are the best quality fabrics in our line.

Shipping & Handling

Shipping Rates

  • Paying for shipping sucks. We know, and agree. That's why we do not markup shipping nor charge package & handling fees. Ever.
  • But shipping companies are still expensive. Shipping charges are calculated based on the weight of the package and its contents only.
  • The products that are ordered are automatically weight set and this information is sent to the carrier. They respond back with realtime actual shipping rates and these appear as the actual shipping charge.
  • Sometimes internet communication is slower during peak hours of use and delays sometimes occur.
  • The times quoted for shipping are the actual transport times quoted by the carrier and not times from the moment you place an order.
  • Shipping costs are dependent on your shipping location derived from your zip code.
  • You have a choice of shipping carriers to choose from for the best rate comparisons.
  • All orders totaling $100 or more qualify for Free Priority shipping (within US only).

Speedy Shipping

  • We make every effort to ship orders out within 48 hours Monday through Friday, and usually within 24 hours for most orders.
  • Orders received by 10am eastern time usually ship the same business day, although events and other recognition of our products can cause order surges.
  • Shipping time as guaranteed by the carrier does not include processing time.
  • You have the choice of USPS Priority, USPS Express, UPS Ground, 3-Day, 2-Day, or Next Day service.
  • Shipping to a P.O. Box or for Saturday delivery? Select USPS shipping.
  • All refused or returned domestic (within US) shipments will be assessed a $15 return shipment fee (from carrier), result in loss of the shipping charge and incur a 10% restocking fee.
  • All refused or returned international (outside US) shipments will be assessed a $32 return shipment fee (from carrier), result in loss of the shipping charge and incur a 10% restocking fee.
  • For a Ktrna™ dealer near you, use our Store Locator.

Standard Delivery

  • Orders will typically arrive within 4 to 7 business days (Monday through Friday, not including weekends or holidays), following credit card authorization and verification.
  • Standard delivery is available for shipping to Alaska, Hawaii, U.S. territories, Rural Routes, APO, or FPO addresses.
  • Standard ground shipping is not available for Saturday or Sunday delivery.

Express Shipping

  • Express shipping is not available for Saturday or Sunday deliveries.
  • All custom ordered products are not available for Express shipping.
  • Express delivery is not available for shipping to Alaska, Hawaii, U.S. territories, P.O. boxes, Rural Routes, APO, or FPO addresses.

Back Orders

  • You will be notified, either by email or phone, of items on back order and their expected delivery date.
  • Please allow 5-7 weeks for back orders.
  • Items ordered together may not be shipped together.

Payment & Billing

Payment Methods

  • Credit Card or PayPal purchases only.
  • We are unable to accept checks, cash, or credit vouchers.
  • Mail in and fax orders are no longer accepted.
  • If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date.
  • The billing name and address you entered must match your credit card statement exactly.
  • Please refer to your credit card company if the problem persists.
  • Ktrna.com accepts the following credit cards:
    Visa
    MasterCard
    American Express

Tax Policy

  • Ktrna™ Online collects sales or use tax in the state of Arizona.
  • Please note that on-screen order totals reflect estimated tax.
  • The actual charge to your credit card will reflect all applicable state and local taxes calculated at the time your order is shipped.
  • Prices shown are in U.S. dollars only.

Returns: Refunds & Exchanges

Return Policy

  • All returns and/or exchanges must be pre-authorized by a Ktrna™ customer service representative with an RMA number (see instructions below).
  • Exchanges and refunds are ONLY offered on unworn, unused, and unwashed products.
  • Soiled, worn, damaged or laundered items (including items with deoderant stains, Febreeze or dryer freshened items) MAY NOT be returned and WILL NOT be accepted.
  • All Shipping & Handling fees are non-refundable, unless an item is damaged or defective.
  • Customer is responsible for all return shipping charges and assumes risk of loss.
  • Items purchased online direct from Ktrna.com must be returned by mail only and cannot be returned to a Ktrna™ certified retailer.
  • Ktrna™ reserves the right to refuse any return not meeting any or all of these requirements.
  • All headband sales are final. No refunds or exchanges on our headbands.
  • All Clearance item sales are final. No refunds on Clearance items. Exchanges for the same item in a different size is permitted but customer is responsible for all return shipping fees.

RMA Refunds

  • RMA for refund must be requested within 10 days of invoice date.
  • After 10 days, items may only be exchanged for another product or merchandise credit.
  • Refunds will be issued in the original form of payment only.
  • Returns require 10-12 business days to process.
  • Refunds will be issued when returned merchandise has been received and RMA has been approved.
  • For a full refund, returns must be made with the original receipt and merchandise must be in its original condition.
  • Customers will be notified via email when the RMA has been processed and a credit has been issued to the original form of payment.
  • Any merchandise returned for a refund without an RMA number WILL NOT be processed.

RMA Exchanges & Credits

  • RMA for exchange or merchandise credit must be requested within 30 days of invoice date.
  • After 30 days, items may not be returned.
  • Store credits and exchanges will be issued within 30 days of invoice date only.
  • Customers will be notified via email when the exchange has been processed and the updated items have shipped.
  • Merchandise issued from a credit may not be returned for a refund.
  • Customer is responsible for all return shipping charges.

RMA Instructions

  • Obtain an RMA number.
    • Call us toll free at 623-533-3777, or email us.
    • All returns and/or exchanges must be pre-authorized by a Ktrna™ customer service representative.
    • RMA expires within 15 days of issuance. Merchandise must be postmarked within 15 days of RMA to receive credit.
  • Send merchandise to Ktrna™.
    • Once RMA has been issued, choose a carrier and send product(s) to us:
      Ktrna™
      ATTN: Returns
      1819 W Rose Garden Ln Ste 4
      Phoenix, AZ 85027
    • We recommend using a courier who provides package tracking and basic insurance coverage.
    • RMA number must be clearly labeled on copy of original receipt and on the outside of return package.
    • All return shipping charges must be prepaid. No C.O.D. deliveries will be accepted.
    • Retain the return tracking number for your records. Ktrna™ will not be held liable for lost inbound packages.
  • Your RMA is Received by Ktrna™ and Approved.
    • It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.
    • Any merchandise returned without an RMA number WILL NOT be processed.
    • Refused and Return to Sender packages are not eligible for a refund without first calling and obtaining an RMA number.
  • RMA Resolution
    • If you requested an Exchange, a new order will be generated once your RMA is approved. You will receive an email confirming the new order has shipped along with your UPS tracking information. See RMA Exchange Information above.
    • If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 business days later (depending on your bank's credit policies). See RMA Refund Information above.
    • The overall turnaround time for a return is about 5-8 business days from the time we receive your shipment.

Damaged or Defective Items

  • If you received an item that is damaged or defective upon arrival, please call our Customer Service Department immediately @ 623-533-3777 to obtain an RMA (see instructions above) and so that we may assist you with the return shipping fees. If you do not contact us, you are responsible for all return shipping charges.
  • Before you call, please have your order number available. Please be prepared with a detailed description of the damage or defect before contacting us.

Wrong Item, Color or Size

  • If we shipped you the wrong item, please contact our Customer Service Department immediately @ 623-533-3777 to obtain an RMA (see instructions above) and so that we may assist you with the return shipping fees. If you do not contact us, you are responsible for all return shipping charges.
  • Before you call, please have your order number available. Please be prepared with a detailed description of the differences between the item you ordered and the item you received.

Your Privacy

Our Policy

  • Shopping online should never require you to give up any form of anonymity.
  • At Ktrna.com we respect your rights to privacy, and if you decide to shop with us, the data stops here.
  • Your personal information will never be sold or used by any other company in any way, shape or form. Period.

Personal Information vs. Personally Identifiable Information

  • Personal Information is defined as your email address, home address, buying habits, company, phone number -- anything that you provide to us as part of the online purchasing experience.
  • We do not share any of this information with other companies.
  • In fact, unlike many companies, we do not sell Personally Unidentifiable information either.
  • If you have yet to hear of this, it is where companies sell their database, but they remove all Personally Identifiable information, usually leaving things like zip codes, states, birthdates, etc.
  • In summary, We do not sell ANY information, to anyone, at anytime... Ever.

Is my information secure?

  • Protecting your order information is important to us. We use Secure Sockets Layer (SSL) technology to protect your online order information as it is transmitted over the Internet.
  • We own our security certificate, unlike many who used shared certificates, ours is authenticated and issued by a trusted certifying authority for our domain only.
  • To check the security of your connection, look at the right-hand corner of your browser window after accessing the server. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active.
  • You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https".

Ktrna.com Accounts

  • Ktrna™ stores your personal information, allowing you to checkout even faster, track orders, receive special account holder offers and create address lists and gift reminders.
  • To sign in, create a password, and shop Ktrna.com, you must have a valid email address. Enter your email address and a password along with the rest of the submission form to sign up for an account.
  • Creating a password means you'll enjoy faster and easier shopping. To keep your personal information secure, do not use a password that can be easily guessed such as your username or your real name.

* Within contiguous US only. Not valid with any other offer.