Ordering

Payment

Shipping

Security/Privacy

Returns/Refunds

Contact Us


Ordering

Online

Ordering on line is the fastest and most convenient way to place your order. We accept all major credit/debit cards. We also accept PayPal for your convenience. We can not accept check by phone. Your credit card information is entered at checkout using our secure and encrypted order entry system. If you are not sure of the item needed you can always call our toll free number for product confirmation.

Phone

If you have questions or concerns about the product needed you can talk to one our friendly and experienced customer service associates. We can give you an update on your previously placed order and supply any additional help needed. We are available Monday to Friday from 9am to 5:30 pm EST. Your order can be processed over the phone for those unable to place your order on line.

Fax

Our fax lines are toll-free and available 24/7/365. Please included all contact information and parts needed along with your credit/debit card information. Please include your phone number and email address if applicable. Your order will be processed on the next business day.

Mail

If you prefer to order by mail please send your order to:

The Kenwood Store 
East Coast Parts 
P/O Box 238 
West Hempstead NY 11552

You can pay for your order by Check/Money Order. Your order is processed on the same business day it is received. Please note that personal checks do require a clearing time of up to 14 days. We do recommend a money order if timely processing is required. Please include the appropriate sales tax for orders shipped to NY State.

Backorders

Although we strive to keep all items in stock there are occasions that an item may be on backorder. We will advise you if the item is on backorder and the approximate date that the item will be available. We will give you the option of keeping the item on backorder or canceling the order. If you have ordered more than one item and one of those items is on backorder we will give you the option of holding the order and shipping it complete or splitting the order into multiple shipments. If the order is split into multiple shipments there is a shipping charge on each delivery.

Confirmation

For those placing your order on line you will receive a return email confirmation of your order along with your order number. For those placing your order over the phone your sales associate will supply you with the order confirmation number. Please do not worry if you loose the order number. We can always find you and your order in our system.

Order Cancellation

In most cases your order is processed very quickly and cancellation is not possible. In the unlikely event that you need to cancel an order placed we will make every effort to accommodate the request. If the order has already been shipped it can not be stopped. You can return the order following the returns procedure below. All return policies will apply.

Payment

Credit Card

We accept all major credit/debit cards. Your purchase is not billed to your card until the order is ready to ship. We must have the credit card billing address to process your order.

PayPal

PayPal has become a popular option when ordering online and we have added this as a payment option. This service is an instant payment option and the payment is removed from your PayPal account at the time of the order.

Check/Money Order

If you are mailing your order in to us you can pay for your order by Check/Money Order. Your order is processed on the same business day it is received. Please note that personal checks do require a clearing time of up to 14 days. We do recommend a money order if timely processing is required. Please include the appropriate sales tax for orders shipped to NY State.

Sales Tax

As a registered Corporation with the New York State Dept of Taxation we are required to collect sales tax for all orders shipped to any address within New York State.
Although we do not collect sales tax for any other state you may be required to declare mail order purchases that sales tax was not collected. Please check with your local taxing agency.

Shipping

Rates

UPS shipping charges are based on the weight of the shipment and destination and not the value of the order. Rate/shipping options are shown at checkout. Postal rates vary by item and weight but are generally $7.95-$9.95 for domestic shipments. Domestic orders shipped through the postal system have an order total limit of $49.00. All orders over $49.00 and items that are large or heavy will automatically be sent via UPS at the appropriate UPS rate. For International shipping charges please see the International order section below. We are unable to bill third party shipping accounts.

Carriers

We use both UPS and the Postal Service for shipments both domestically and internationally. We can not use any other shipping companies. All orders shipping to FPO/APO addresses must be shipped through the postal service.

Transit Time

All orders can take up to 48 hours for processing in addition to transit times.
Transit days are business days (Monday thru Friday excluding holidays).
Standard ground shipment via the postal service can take up to 10 days to arrive for domestic shipments depending upon location and up to 3 weeks for international shipments.
Standard ground service via UPS can take up to 5 business days for delivery depending upon location. We do offer faster services via UPS. These options along with the rates for each option are show at checkout. These options are in addition to the processing time of up to 48 hours.

Address Corrections

Our order entry system will not correct incorrect shipping addresses. The information entered will be the same information that will show on the shipping document. If the address is incorrect in any way UPS may impose an address correction fee. If this fee is assessed by UPS we will bill your credit card for this fee plus a small processing charge. We will of course send you a copy of the charges that UPS assesses.

Undeliverable/Refused Shipments

If your order is returned to us by the shipping carrier because the order was either undeliverable or refused the customer will be responsible for the outgoing shipping charge, the return shipping charge if any and the 20% restocking fee. The total of these items will be automatically deducted from the refund that the customer may be due. 
Of course if the error was our fault we will correct the order and there will not be any additional charge.

International

Yes we do ship worldwide! We have found that the postal service is safe and convenient for all shipments. Delivery will vary by location but can take from a 7-10 to our northern neighbors in Canada to 3-4 weeks to our southern neighbors in Mexico. Other locations can take up to 4-6 weeks.

Shipping charges will vary internationally. Canada will run approx 13.95. Although we do process orders for our Canadian customers on this site we do recommend that our Canadian customers use our Canadian site for more exact shipping costs. Mexico rates start at 17.95 via the postal service. Other worldwide locations carry a base shipping charge of $30.00 per shipment. UPS does deliver to most addresses worldwide with a faster delivery time. Please call or Email for a quote. Customs charges and Duty, if any are the responsibility of the receiving party. International shipping rates may not show in your final total.

Security/Privacy

Security

Security is always a top concern and we want to make sure that all your information is secure.
All information transferred over the internet to our site is encrypted to ensure your safety and avoid misuse of your information. If you still feel concerned about the security of your information you can also phone or fax or mail your order for processing.

Privacy

All personal information received is held in strict confidence. Although we do gather and keep the information supplied by you it is for the sole purpose of processing your order.
We do not use or sell our customers information for any other reason whatsoever.

Returns/Refunds

Warranty

All parts sold on our site carry a 30 day warranty from time of purchase. This warranty only covers initial factory defects. If an item is defective it will be exchanged only. There are no refunds for defective merchandise. Please call for a Return Authorization Number (RMA). Return shipping will be the responsibility of the purchaser.
Warranty exchange will be at the sole discretion of the Kenwood Store.

Returns

Software is non returnable. You may return any item purchased if done within 30 days of date on invoice. All returned goods must be in new original condition with all accessories and packaging. Any item that shows any sign of use and can not be sold as new is non returnable.

All returns are subject to a 20% restocking fee. The customer is responsible for all shipping charges incurred to ship the package to the customer and any shipping fee to return the item. Shipping charges will not be refunded. If a part is defective it will be exchanged only. There are no refunds for defective merchandise. Please call for a Return Authorization Number (RMA). Return shipping will be the responsibility of the purchaser.
Returns will be accepted at the sole discretion of the Kenwood Store.

Refunds

Refunds will be made in the same manner as original payment. All returns are processed promptly and you should receive a credit to your card, less any applicable shipping and restocking charges, within 2 weeks. If payment was made by check/money order you should receive a refund within 3 weeks.

Contact Us

Online:

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Phone:

Toll Free: 1-800-776-2626

Fax:

Toll Free: 1-800-733-5904

Mail:

The Kenwood Store
East Coast Parts
P/O Box 238
West Hempstead NY 11552