Shipping & Delivery Conditions

Last updated: March 2026

PREAMBLE

Kente & Gold is committed to shipping your orders securely and responsibly.

We prioritize reliable logistics partners while striving to minimize

our environmental impact.

1. DELIVERY ZONES

 1.1 Domestic Deliveries (Canada)

Areas served:

- All Canadian provinces and territories

- Home delivery, pick-up points, or post offices

Exceptions:

- Certain remote territories (Yukon, Northwest Territories, Nunavut)

may incur special fees or extended delays

 1.2 International Deliveries

Currently offered to:

- United States (continental and Alaska)

- Other regions (upon special request)

Limitations:

- Certain products (regulated items, fragrances) may have

export restrictions

- Customs duties and import taxes are the responsibility of the customer

2. DELIVERY TIMES

 2.1 Order Processing

Before shipping:

- Orders processed Monday to Friday (business days)

- Processing time: 1-2 business days after payment confirmation

- Orders placed on weekends will be processed the following Monday

- Orders placed late afternoon (after 4 PM EDT)

will be processed the next business day

Notification:

- Shipping confirmation email sent with tracking number

- email received within 24-48 hours after processing

 2.2 Delivery Times After Shipping

CANADA - Standard Delivery:

| Zone | Estimated Time |

|------|-------------|

| GTA / Southern Ontario Region | 2-3 business days |

| Rest of Ontario | 3-5 business days |

| Adjacent Provinces (Quebec, Manitoba) | 4-6 business days |

| Coastal Provinces (British Columbia, Maritimes) | 5-7 business days |

| Remote Territories (Yukon, NWT) | 7-14 business days |

CANADA - Express Delivery:

| Zone | Estimated Time | Fees |

|------|-------------|-------|

| Southwest Canada | 1-2 days | $25 CAD |

| Central Canada | 2-3 days | $30 CAD |

| Remote Areas | 3-5 days | $45 CAD |

UNITED STATES:

| Zone | Estimated Time |

|------|-------------|

| Bordering States | 3-5 business days |

| Central United States | 5-7 business days |

| West Coast | 7-10 business days |

INTERNATIONAL:

| Region | Estimated Time |

|--------|-------------|

| European Union | 7-14 business days |

| United Kingdom | 7-14 business days |

| Other areas | 14-21 business days |

 2.3 Important Notes on Delivery Times

⚠️ These times are estimates and not guarantees

• Do NOT include non-business days (weekends, holidays)
• Do NOT include initial processing time (1-2 days)
• May be affected by weather conditions or unforeseen events
• Delays due to logistics are not the responsibility of Kente & Gold

✓ Kente & Gold cannot be held responsible for delays beyond its control

3. SHIPPING COSTS

 3.1 Standard Fees (Canada)

| Order Amount | Shipping Fee |

|-------------------|------------------|

| 0 - $100 | $9.99 |

| $100 - $250 | $14.99 |

| $250+ | FREE |

 3.2 Express Fees (Canada)

| Zone | Fees |

|------|-------|

| Ontario | $20 |

| Adjacent Provinces | $25 |

| West / Maritimes | $35-45 |

 3.3 International Fees

| Destination | Cost |

|------------|------|

| United States | $24.99 - $49.99 (depending on zone) |

| Other areas | Quote on request |

4. PACKAGING & PROTECTION

 4.1 Packaging Standards

Each order is carefully packaged:

✓ Protective materials:

• Reusable tissue paper (eco-friendly packaging)
• Recycled air cushions or packing paper
• Durable boxes or bags

✓ Identification:

• Tracking label affixed to the exterior
• Order number visible inside

 4.2 Fragile or Specialized Items

Fragrances (incense, essential oils, perfumes):

- Reinforced packaging with special protection

- Separate compartment to prevent leaks

- Safety instructions included

Leather goods (bags, wallets):

- Individual protective packaging

- Additional padding

Textiles (clothing, scarves):

- Carefully folded with tissue paper

- Storage pouch included if applicable

 4.3 Insurance & Liability

Kente & Gold does NOT cover:

- Damages caused by mishandling upon delivery

- Lost or stolen items (unless insured - see next section)

- Inclement weather or environmental conditions in transit

Optional Insurance:

- For orders > $500: Free insurance included

- For orders < $500: Optional insurance $5-10 available

- Insurance covers total loss or damage in transit

5. ORDER TRACKING

 5.1 Tracking Number

Receipt of a unique tracking number by email upon shipment:

- Valid for real-time tracking

- Access on [kenteandgold.ca/track] or directly with the carrier

- Status updates every 1-2 days (depending on carrier)

 5.2 Tracking Statuses

| Status | Meaning |

|--------|--------------|

| Preparation | Package being prepared |

| Shipped | Package handed over to carrier |

| In Transit | Package en route |

| Scheduled Delivery | Estimated date and time |

| Delivered | Package delivered to recipient / Pick-up point |

| Return | Package returned to sender |

 5.3 Alerts & Notifications

• Email notification upon shipment
• SMS option available (registration required)
• Alert if delay detected (after 3 days past estimated time)

6. RECEIPT & SIGNATURE

 6.1 Proof of Delivery

Home delivery:

• Signature usually required
• Photo proof of delivery taken by the delivery person
• Package can be left in a secure location upon request

Pick-up points / Post offices:

• Arrival notification (SMS/Email)
• Pick-up period: 7-10 days (depending on provider)
• Beyond this, the package may be returned to Kente & Gold

 6.2 Refusal of Receipt

If the package is refused upon delivery:

• Package returned to Kente & Gold
• Refund less round-trip shipping fees
• Contact required for clarification before return

7. DELIVERY PROBLEMS

 7.1 Package Not Received or Lost

Procedure:

1. Contact us immediately if package not received after estimated time

- Email: [hello@kenteandgold.ca]

- Include: Tracking number, presumed delivery date

2. Investigation: 3-5 business days

- Verification with the carrier

- Package localization if possible

3. Resolution:

- If package lost: Full refund or replacement

- Resolution time: 7-14 days after confirmation of loss

- Insurance withdrawal fees covered by Kente & Gold

 7.2 Package Damaged Upon Delivery

Do immediately:

1. Refuse delivery if damage is visible
2. Take photos of the damage (external AND internal package)
3. Contact us within 24 hours with photos
4. Do not discard anything - keep the package for inspection

Resolution:

- Full refund OR replacement

- Return fees covered by Kente & Gold (label provided)

- Priority processing (3-5 days)

 7.3 Package Delivered to Wrong Address

If the package is delivered to the wrong address:

1. Contact us immediately with tracking number
2. Kente & Gold contacts the carrier for redirection
3. If recovery is impossible: refund or replacement
4. At your expense: Fees if error in entering your address
5. ECOLOGICAL IMPLICATIONS & SUSTAINABILITY

 8.1 Environmental Commitment

Kente & Gold prioritizes:

- Eco-friendly packaging: Recycled paper, minimal packaging

- Responsible carriers: Partners with green certifications

- Shipping consolidation: Grouping orders when possible

 8.2 Suggestions to Reduce Impact

- Opt for standard rather than express delivery (reduces carbon footprint)

- Use received packaging for future returns or reuse

- Consult [kenteandgold.ca/sustainability] for more information

9. INTERNATIONAL DELIVERIES - DETAILS

 9.1 Customs Clearance

For orders outside Canada:

- Kente & Gold completes the required customs documents

- The customer is responsible for local customs clearance

- Delays may be extended by 3-7 days for customs procedures

 9.2 International Carrier Responsibility

- Kente & Gold is NOT responsible for customs delays

- Customs duties and taxes: the responsibility of the customer

- Claims for loss/damage must be made directly to

the international carrier

 9.3 Export Restrictions

Certain items may have restrictions:

- Perfumes and fragrances: IATA restrictions (air transport)

- Lithium: If packaging contains batteries (rare)

- Regulated items: Some African textiles may require certificates

10. SPECIAL CASES & SPECIAL REQUESTS

 10.1 Delivery to an Office / Alternative Address

- Business delivery: OK, but signature required

- P.O. Box: Generally not accepted (contact for options)

- Temporary address: To be specified during checkout

 10.2 Scheduled Delivery

- Delivery postponement: Possible up to 7 days (contact support)

- Pick-up at a relay point: Special request possibility

- Fixed-time delivery: Currently unavailable

11. RETURNS & RESHIPMENT

For the full return policy, please consult "Return & Refund Policy"

Return shipping:

- Free if Kente & Gold defect (label provided)

- At your expense if voluntary return

- Return address provided with RMA