FAQ

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 7:30AM - 4PM Pacific Standard Time (PST).

Our Shipping Department is available for deliveries and order pick ups Monday to Friday, except when closed for public holidays, from 9AM - 2:30PM Pacific Standard Time (PST).

QUESTIONS

1. I'm a new customer! Where do I start?
2. I think I know what I want, but how do I know it's right for me?
3. I know exactly what I want - what are your minimums?
4. I only need a few pieces - can I break a pack or case?
5. How do I pay for my order?
6. How will I know my order was placed?
7. I'd like to modify something I found on your website - can you create it?
8. Do you have minimum requirements for custom items?
9. Do you offer price breaks if I purchase larger volumes?
10. I need my order right away! When will it arrive?
11. How much is it to ship my order?
12. I mistakenly ordered the wrong item and need to return it – Help!
13. What if I received a damaged or defective product?
14. What if I need to cancel my order?
15. How can I update my contact information?
16. How can I stay up to date with all the great products you offer?
17. Do you have installation instructions for your products?
18. I'm local! Can I stop by to view your products?
19. Where can I find your latest catalog?
20. What are your certifications?

ANSWERS

1. I'm a new customer! Where do I start?

   We welcome new accounts and want to make it as easy as possible for you to do business with us.  Therefore check out our eStore and set up an online account before logging in.  We accept payment via Visa, or Mastercard.

2. I think I know what I want, but how do I know it's right for me?

   Kostklip® offers a free sample program on qualified opportunities. Simply contact our Client Services team to discuss your application.

3. I know exactly what I want - what are your minimums?

   Most items are stocked in a pack or case, a minimum requirment is to order by the smallest stocking unit.

4. I only need a few pieces - can I break a pack or case?

   kostlip® offers the best value based on the set pack configurations. This means it is not cost effective to break packs unless there are large volumes. Contact kostlip's Client Services Team for additional information.

5. How do I pay for my order?

   For phone/fax/email orders, we accept Visa, Mastercard, wire transfers and Certified Check. For online purchases, we accept Visa and Mastercard payments.

6. How will I know my order was placed?

   Once orders are provided a ship date, an order acknowledgement will be sent.

7. I'd like to modify something I found on your website - can you create it?

   Kostklip's Client Services Team are trained 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 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.

8. Do you have minimum requirements for custom items?

   Contact our experienced team of Client Services Professionals.

9. Do you offer price breaks if I purchase larger volumes?

   Yes, we do offer price breaks for larger orders. Contact Client Services to inquire about price breaks on the products you are interested in purchasing

10. I need my order right away! When will it arrive?

    Stock items ship within 2 business days, if production is required it is subject to current lead times. Contact Client Services for up-to-date information.

11. How much is it to ship my order?

    Kostklip® has negotiated excellent courier and freight rates. We will also ship collect on your carrier account. Freight is calculated at the time of shipping and added to your final order. If you are new to working with kostklip®, we will provide a quoted freight rate.

12. I mistakenly ordered the wrong item and need to return it – Help!

    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. If you require a refund, please note this will be issued by check.

13. What if I received a damaged or defective product?

    Damaged during transit needs to be signed as defective upon receipt. Without this kostklip® does not have the ability to file a freight claim. It is the customer's responsibility to file a claim when it is their carrier of choice. For defective product, kostklip® has stringent preventative practices. If you are concerned about the quality of the product, contact Client Services for trouble shooting techniques. In the event it there is an error, we will return and replace without additional cost.

14. What if I need to cancel my 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.

15. How can I update my contact 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.

16. How can I stay up to date with all the great products you offer?

    Sign up for kostklip's newsklips on our website here!

17. Do you have installation instructions for your products?

    Some products do not require installation instructions. If we anticipate or experience customer confusion we have instruction sheets which can be provided or videos located on YouTube.

18. I'm local! Can I stop by to view your products?

    Absolutely. We are not a store front and therefore request you call ahead to set up an appointment with our Inside Sales Team.

19. Where can I find your latest catalog?

    Catalogs are available at www.kostklip.com under Resources.

20. What are your certifications?

    At kostklip, we are proud to be ISO 9001 and ISO 14001 certified. These certifications reflect our commitment to maintaining high standards of quality and environmental management in all our operations.

    • ISO 9001: This certification ensures that our Quality Management System is effective, helping us to consistently meet customer and regulatory requirements while striving for continuous improvement.

    • ISO 14001: This certification demonstrates our dedication to Environmental Management, emphasizing our efforts to reduce our environmental impact, improve resource efficiency, and promote sustainability.