Support
Merchandise Returns
Before returning any item, you must obtain a Return Merchandise Authorization (RMA) number from your Account Executive, please call 800-432-4435 or email sa***@******py.com with any questions. Any return shipments that are not authorized will be refused and returned to the sender. All returns must be shipped pre-paid by the customer. All returns must be clearly marked on the package with the RMA number. Also include a copy of the RMA form inside the box to be shipped. All items being returned need to be properly packaged for shipment in the same way they were shipped to you.
Damaged Merchandise
Shipments damaged from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice damage after the driver has left, keep all packing material and call the freight carrier to return and inspect the damage and file a claim. Please call our Customer Service Representative and ask for the proper claim procedure. They can assist you in filing a claim. KD cannot be responsible for damage caused by the freight carrier.
KD Kanopy Return & Repair Policy
If you do not understand any of the following terms, please call us toll free at 1-877-526-6791 and we will be glad to go over them with you. Otherwise, we will presume that you have read, understood and agree with all terms of this policy. Damage caused by not following the guidelines below will not be covered by the warranty.
Your KD Kanopy is not intended to be a permanent structure; it is designed for temporary purposes only. Only our KD Trio and KD Classic frame tents our designed to be left up for extended use.
Never leave your canopy unattended.
You should avoid folding up your canopy and putting it away if it is wet. Let it dry out completely to avoid mildew. If you must put it away while it is wet, only do so temporarily. Be sure to set up your canopy when you get back to your home or place of business and allow the fabric to dry completely before storing it.
Good judgment and common sense must be used for each set-up and take-down of a KD Kanopy product. Since weather is unpredictable, KD cannot be held responsible for canopy or frame damage caused by water pooling when the canopy is left up in a storm. It is the responsibility of the person/persons setting up the canopy to anticipate any threatening or severe weather, and plan for a quick take-down if conditions change.
Returns can take up to 7 business days from receipt of damaged product to final approval of the warranty claim. Please contact KD Kanopy with any questions.
Repairs usually take approximately three weeks, though it will often take longer during our peak season.
Any product not claimed after 45 days, may be subject to disposal.
Return Shipping Policies
If your return is determined to be a warranty issue, KD will ship back your product via FedEx ground at our expense.
If you require expedited shipping, you will be responsible for any additional shipping charges.
Returning Fabric Items
If your canopy fabric is torn or has damage of any kind, you MUST complete a fabric repair sheet. Print out this sheet, marking the approximate location of all damage on the diagram and fax one copy to 303-650-5093 ATTN: Returns, and also include an additional copy inside the package being returned. Put the RMA# on the fabric repair form before faxing.
Never return a fabric product that is wet or excessively dirty. KD Kanopy reserves the right to refuse repair or warranty considerations and/or add a surcharge for cleaning of excessively dirty or wet items that are being returned for repair.
Send only the item that needs to be repaired, do not send bags, spikes, or accessories.
KD Kanopy will repair your fabric product, using the most aesthetically pleasing method available.
When your fabric return requires a fabric patch, we will use new fabric. Due to normal fading of fabric over time, there may be a slight difference in color. KD will use the closest match possible.
If your top has a tear or rip along the seams, re-sewing it may cause the fabric to fit tighter on the frame.
When repairing a rip or tear, KD will make every effort to keep the graphics in line. Due to the nature of the fabric though, some misalignment may be unavoidable. If there are graphics printed on a seam or a tear through the graphics, you may lose part of the graphic in the repair.
If KD determines that the damage is too extensive to repair, you will be contacted via phone or email to discuss other options.
Returning Frames or Hardware
If your frame is damaged or broken, please check our parts page before returning it for repair. Our frames have replaceable parts and are easily repaired. Repairing the frame yourself will save you time and money. Returning the frame for repair will result in charges for shipping, labor, parts, and return shipping.
Send only the item that needs repaired. Do not send, bags, spikes, or accessories if they do not need to be repaired.
Returning Items For Credit or Refund
When requesting a credit or refund for items returned, all items must be in resaleable condition and in original packing. Resaleable condition means that there are no scratches, blemishes, or marks on the item and there are no signs of wear on the product.
KD will inspect the merchandise for damage. Items that show evidence of usage will not be accepted for credit or refund.
Depending on the nature of your return, a 20% restocking fee may be charged.
Refunds will be issued in the same form originally used for purchase. If you purchased the item with a credit card, a refund will be issued to the same card. If you purchased the item with a check, a check for the refund will be mailed to you.