• It is not uncommon for your delivery to be packaged in multiple boxes, and be delivered on different days.
• Tracking numbers are available for tracking after 6 pm EST.
• When your order arrives – if you have missing product or packages – please call us immediately at 866-912-3211 regardless of what delivery driver tells you.
• Please inspect your packages thoroughly for damage and document with pictures.
• BEST PRACTICE – In today’s freight delivery market – it is in your best interest to not schedule any labor, contractor or handy-man until you have your KBRS products in hand. Due to the supply chain crisis and lingering covid situation – Customary Shipper Guarantees are not enforceable for the foreseeable future.

If you order arrives with visible damage you can do the following:

• Please inspect your packages thoroughly for damage and document with pictures.
• BEST PRACTICE – Deny the shipment, when choosing this option you will need to deny the entire shipment and then contact us immediately via phone (866-912-3211) or email (sales@kbrsinc.com).
• Receive the shipment in its entirety and mark on the receipt that it is damaged and then contact us immediately via phone (866-912-3211) or email (sales@kbrsinc.com). We will need a picture of the receipt showing that the shipment was damaged upon delivery.
• If your items are delivered while you are not home and you are unable to refuse the package at the time of delivery for damages. Please document the damages with photos and email them to sales@kbrsinc.com

U.S. Return Policy - (Applies only to purchases directly from KBRS, Inc. - by internet, phone or fax)
30-Day Return Period on Stock Product(s) and Accessories:

KBRS values its relationship with you, and offers you the option to return stock product(s)* you purchase directly from KBRS. You may return the item(s) for a credit or a refund of the purchase price paid minus a 15% restocking fee (and any applicable sales tax - GA only), as set forth in detail below. [15% fee covers funds in and funds out and restocking of product(s)]

Unless you have a separate agreement in writing with KBRS, Inc. or except as provided below, stock product(s)*, may be returned within 30 days from the invoiced date for a credit or a refund of the purchase price paid minus a 15% restocking fee and any applicable sales tax.

Only the items for which you received a RMA number may be returned. For partial returns, your credit may be less than the invoice or individual component price.

Custom product(s) or special orders are NOT eligible for return, credit or refund at any time. Unless the product is received defective or the return is a direct result of a KBRS, Inc. error.

Make sure THE RMA # it is plainly visible on the outside of the package in large, dark print. Product(s) returned to KBRS without prior authorization will be considered an unauthorized return, and they will be rejected. The customer will not receive credit for the product and KBRS, Inc. will not ship the product back to you.

How to Return a Product: (You MUST follow these steps below)

Before returning a product, you MUST first contact KBRS, Inc. returns department and obtain a Return Material Authorization (RMA) number before the end of the applicable return period. KBRS, Inc. will not accept returns without a RMA number. Contact the returns department at 1-866-912-3211, or send an e-mail to returns@kbrsinc.com to request a RMA number.

Please reuse the original packaging if possible to return the product(s), in as-new condition. All bundled products must be returned with all items included in the bundle. Examples are (APACK-1, APACK-2 and WPACK-1). Partial returns of these items will NOT be accepted.

Upon receipt of your return, and pending inspection, KBRS will issue a credit or a refund of the purchase price paid minus a 15% restocking fee and any additional taxes that may apply. You must ship the product(s) you are returning at your own expense. We suggest that you insure the shipment or accept the risk of loss or damage during shipment; any/all damaged shipments will be refused.

Please reuse the original packaging if possible. Make sure it is secured with tape and write THE RMA # where it is plainly visible on the outside of the package in large, dark print.

Exceptions to KBRS 30-Day Return Period:
KBRS, Inc. values its relationship with you, and we try to ensure that your product arrives on a timely basis and in excellent condition. However, damage can occur during shipping. Please inspect your shipment(s) immediately upon arrival. If there are any signs of damage, please make a written note on the shipping documents, and call us immediately.

The restocking fee and any return shipping fees will be waived ONLY if the product is received defective or the return is a direct result of a KBRS, Inc. error.

*Stock products are defined as products that are not custom or special orders.
*Custom products are defined as those items that are made to your specifications and are not readily available for purchase.

View Full Return Policy >

Currently we do not provide shipping labels to have our products returned to us. Customers are required to return their products with the shipper of their choice. It is also recommended you insure your returned items, to protect from damages that may occur during shipment. KBRS will not be able to offer refunds on products that are returned damaged. All returns must be sent back to the warehouse in re-stockable conditions.

Since all of your products are packaged separately, it is common for items to get separated in the shipping process. Usually the missing product will arrive the next business day. If the product does not arrive by the end of the next business day, please contact us for a complete resolution.

Yes, you can cancel a stock order before it ships. Custom cancellations will only be available BEFORE manufacturing has started on your custom product, once production has begun you will not be able to cancel a custom order. If you would like to request to cancel before the order ships the cancellation fee will be 10% to cover credit card transactions. Contact us via phone (866) 912-3211 or via email (sales@kbrsinc.com) to cancel an order.