PLEASE NOTE: We will not discuss, refer or advise our customer about any illegal activity related or unrelated to our products and services. Any emails may be ignored and remain unanswered if they contain such subject matter. You also may be refused a sale should you persist in requesting further information.

Most customers find the answers to their questions below. These are some of the most frequently asked questions by customers just like you. We hope that you are able to find your question below as we like saving our customers time also!

1. If I pay on my credit card, how will the charges show up on my statement?

All transactions will show as a ‘ Paypal’ transaction.

2. Do you ship Worldwide?

We ship worldwide but we ask you to check your local law before ordering, as laws differ from country to country, state to state and by ordering, you are confirming that you have done so and are not breaking any of your local laws.

3. Is your shipping of parcels discreet?

All of our parcels are shipped very discreetly. Your package may be shipped in a number ways, the customers name and address being the only info in/on the pack.

4. Once I have ordered, how do I obtain my tracking number?

You will automatically receive an e-mail to confirm receipt of your order. Orders are normally processed between 9am and 5pm Eastern Standard Time. Also, if you have not received your tracking number, always remember to check your junk mail folder before contacting us as e-mails do not always end up in your inbox. If at this point you still have not received your tracking number please contact us.

5. How long will it take for my parcel to arrive?

Within Canada deliveries usually take between 1-3 working days and require a signature, which makes them easy to track, and should you not be at home when a delivery is attempted, your letter carrier will leave a slip indicating you have a parcel. It will provide the address of the post office were your parcel is being held for you. Please retrieve your to confirm that your address details are correct so that we can reship. We will not resend until we have contacted you. 99% of International orders are usually delivered within 7 – 10 working days, but occasionally in rare cases they can take up to 21 working days.

6. I have not received my goods yet.

If you choose standard postage and you do not receive your goods within 21 working days, then please contact us. Once you have done so, we will make enquires into the missing parcel with the relevant postal service, to try and track down your shipment. Unfortunately if we are unsuccessful then we cannot be held responsible for the mail service and your quarrel is with them. We refuse to reship if your parcel is confirmed as delivered, however you claim to have not received it. In this case you must take this up with the mail service and in some instances your mail person. It may be necessary to obtain further information about where the parcel was delivered to at your property. Our guarantee is also voided if you enter an incorrect address, as it is your responsibility to ensure we have the correct information on where to ship your parcel. 99% of parcels arrive at your door or in your mailbox however if your parcel requires picking up from the post office the collection of the parcel is solely your responsibility.

7. Acceptable methods of payment.

We accept all major credit/debit cards; email money transfers, money orders/money drafts as payments (all options available at checkout). Our online sales utilize secure 256- bit encryption the latest in security measures. This offers the state of the art protection against hackers offering a safe place to enter your personal and payment information. If you do not wish to process a transaction online then you can download a printable order form, from our website, which is very easy to complete. Then purchase a money/ postal order and mail it to us, with the completed order form. Money/postal orders can be purchased from your local post office, Wal-Mart, Western Union, convenience stores and many other places. These must be made payable to ‘ Kounter Kulture’ . (If made out to any other name, the money order may be destroyed and result in your order not being processed). Once we receive the money/postal order we will check that the payable amount is correct before processing the order. Please remember to include delivery costs and any additional stealth costs, as it can hold up your shipment. And if ordering from overseas, please check you have paid the correct monies to the correct currency. We do have a currency converter on our website if this helps. Cash can also be sent in the post, but please be sure to send it to us via a secure postal service that is track able, bondable and guaranteed as we cannot be held responsible for any loss in the mail whatsoever. Please note we do not accept personal cheques.

8. I can’ t complete my order online.

You may need to double-check the details you have entered. The card you are using must be registered to the billing details as this may cause your order to be rejected. Or you may have entered your card details incorrectly, please check them again. Also, you must have sufficient funds in your account to process the transaction.

9. What if an item I have ordered is out of stock?

If we run out of a product and cannot complete your order, we will contact you immediately. If you would like to wait for the item to come back into stock (this usually only takes a few days) then the item will be immediately shipped to you once it is in stock. Otherwise we will issue you a refund. Please feel free to contact us with any additional questions or if you need clarification on any of the above FAQ’ s. We are proudly 100% Canadian Owned And Operated. We strive to serve you with high quality produces, excellent customer services and rapid but discreet shipping. If you have any additional questions, comments or concerns please contact us!

If you are happy with our products and service(s) please refer us to your friends.

Thank You For Shopping @ Kounter Kulture!

The Kounter Kulture Team.