Return Policy

Here at KaTom, we believe "It's About You" and strive to provide you with the quality products and outstanding service you expect. If you are not 100% satisfied with your purchase, you can return it to us within 15 days of delivery as long it is in accordance with the following return policies and procedures:

• All merchandise that is returned to our warehouse must have a return authorization written on the outside of the package.
• Most return authorizations take approximately 3-5 business days to be processed; you must be issued a return authorization prior to returning merchandise or we are unable to know where credit is due. If merchandise is returned without a return authorization, you may be subject to full restocking fee and non-refundable shipping charges that are incurred in sending merchandise back to the correct location.
• Once the return authorization has been processed, you will receive a document that states the return shipping information, your RA number, as well as the restocking fee. After you have received this information, print a copy and include it in the package and ship to the location listed. We request that once this step is completed, you provide complete tracking information so that we are able to follow up with credit in a timely manner.
• All non-defective merchandise returned for credit must be unused and in the original packaging.
• All merchandise that is returned for credit is subject to a restocking fee as well as any shipping charges incurred while shipping the merchandise back.
• The restocking fee varies by case and can be up to 30% of the cost of the merchandise.
• The customer is also responsible for any damage acquired during return shipment to the warehouse, due to improper/poor packaging.
• If you received merchandise as a result of internal error, we will take the responsibility and make it right.
• If there was an internal mistake while processing your order, you will be issued a return authorization, however you will not be responsible for the return shipping. Our returns team will issue a call tag label, via UPS, to the email address provided and you can have UPS pick up the package (s) or drop off at any UPS location.
• Credit will be issued upon inspection.
• Please allow up to four weeks to receive your refund; in most cases, you will receive your refund sooner. It usually takes about 7 business days for the item to arrive in our warehouse. It then goes to our product inspection team. After the item has been thoroughly inspected you will receive a credit to your bank account or credit card. We will issue credit as soon as inspection is complete, so please allow sufficient time for this process and rest assured you will receive credit. All refunds will be issued in the form of the payment method used to make your purchase.

Please note that we cannot accept returns of certain items, including:

• All special order items
• All closeout items
• All perishable items, such as popcorns, nachos, or foods of any variety
• All types of aerosol cans
• All hazmat products
• All items that have signs of use
• All items that are not in its original condition, packaging, or has missing parts.
• All items without an RA Number (Return Authorization Number)
• All international sales

How to Cancel an Order:
How to go about placing an order cancelation depends on the stage of said order.

Open Order: If your order is still open in our system, you can simply fill out our online return request form to cancel it without any penalties.

Shipped Order: If your order has already shipped, you can refuse the shipment when it arrives at your location or you can accept the order and initiate a return authorization through our returns department. When a shipment is refused, it will come back to our warehouse and you may be charged a restocking fee and any shipping fees associated with the return.

To initiate a return request, please click here