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855-367-5848 | MON-FRI | 9AM-5PM PST

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KUIU CUSTOMER SERVICE




CONTACT KUIU:



The KUIU team is available during normal business hours, Monday-Friday from 9:00AM-5:00PM Pacific Standard Time. You can email service@kuiu.com, call 855-367-5848, or complete the Contact Us form and we'll get back to you as soon as possible.





SIZING:



KUIU gear has an athletic fit. To determine recommended sizing, measure your body in a comfortable stance, then compare your results to our size chart.

Our size chart shows the body measurements that can fit comfortably within that size. When sizing for tops, the best measurement to go by is your chest. When sizing for bottoms, the best measurement to go by is your waist. Pant inseams can be found in the product description on the product's page.

Click to view our size charts:


Standard Sizing





GIFT CERTIFICATES:



PURCHASING:

Gift Certificates are available for purchase here. The gift certificate is emailed directly to the recipient after it is purchased.



ACTIVATING:

If you have received a gift certificate, you can activate it by clicking on the “Claim it” link during checkout, or by visiting the Gift Certificate page of your account.

You can add as many gift certificates to your account as you would like, and you will be asked during checkout if you would like to put your gift certificate balance towards your purchase or save it for later.





SHIPPING:



Orders typically ship out within 2-3 business days from the day they are placed. Orders with ICON Packs or Bino Harness Systems are hand assembled at KUIU Headquarters and may require additional time before orders containing these items ship. Once your order ships, you will receive a shipping confirmation email with tracking information. You may track your package by entering your tracking number into Google.

When standard shipping is selected for the continental U.S., KUIU will determine the most efficient shipping carrier for your order. The carriers that may be used are: U. S. Postal Service (USPS), FedEx SmartPost, or FedEx Ground.

When shipping Overnight/FedEx Next Business Day, orders placed before 11:00 A.M. PST will ship out the same day and deliver on the next business day. Orders placed after 11:00 A.M. will not ship out until the next business day.

Shipping charges may be subject to sales tax depending on the tax laws of the state the order is being shipped to.

*Note: Shipping charges for the Icon Packs and Frames will be calculated separately from the shipping tables below due to assembly and extra shipping and handling from the courier.

Please note that our rates for international shipping do not include any applicable duties, value added taxes (VAT), or import consumption taxes. The recipient of the merchandise will be required to pay the duties or taxes upon delivery. Due to import duty valuation adjustments and currency valuations, we are unable to provide an estimate for duty or taxes.

As these policies change and additional details become available, we will update this page.



Shipping in the Continental U.S.
(48 Contiguous States Only)



Order Total Standard FedEx Next Business Day
Up to $29.99 $3.95 $34.95
$30 to $54.99 $7.95 $34.95
$55 to $149.99 $7.95 $40.95
$150 to $299.99 $10.95 $45.95
$300 to $599.99 $14.95 $49.95
$600 to $899.99 $16.95 $59.95
$900 & Above $18.95 $69.95


Shipping to APO/FPO,
Alaska & Hawaii



Order Total Standard
Up to $54.99 $5.95
$55 to $149.99 $10.95
$150 to $299.99 $13.95
$300 to $599.99 $15.95
$600 to $899.99 $24.95
$900 & Above $29.95


Shipping to Canada



Order Total Standard
Up to $79.99 $8.95
$80 to $139.99 $12.95
$140 - $349.99 $18.95
$350 - $549.99 $24.94
$550 - $899.99 $29.95
$900 to $1600 $39.95

* Please note: Canadian Customs limits imports of textile products to $1600 Canadian dollars per day for individuals who are not licensed importers. Orders that exceed this limit will not be processed by our warehouse so please do not exceed this limit.

All prices on KUIU are in U.S. dollars.



Shipping Internationally



Order Total Standard
Up to $79.99 $15.95
$80 to $139.99 $35.95
$140 - $349.99 $45.95
$350 - $549.99 $59.95
$550 to $899.99 $69.95
$900 & Up $79.95



PROMOTIONS:



KUIU sales and coupon discounts ("promotions") are valid only on purchases of in-stock products during the specified time. Promotions are not valid towards previous purchases. KUIU reserves the right to change or modify promotions at any time.



RETURN/EXCHANGE POLICY:



If you are not satisfied with your purchase, please contact us immediately at service@kuiu.com or during business hours Monday-Friday from 9:00AM-5:00PM PST at 855-367-5848. A return authorization (RA) number is required to initiate a return, exchange, or refund of the full purchase price. Returns, exchanges or refunds are subject to the below policy conditions.

RETURNS:

• Must be returned to KUIU within 60 days of the original purchase date

• Product must be unworn and in an unaltered, salable condition with tags attached

• By law, product must be sent back clean

• All returns must be associated with an RA number. Items returned without an RA number included will not be accepted. Please contact customer service for an RA number.

In the event of a refund, a credit of the full purchase price (shipping excluded) will be issued in the form of the original payment method. If you paid for your order with a combination of a gift certificate and a credit card, the refund will be credited to the gift certificate first and balance will then be refunded to the credit card. A refund issued to a credit card will appear on your statement within 1 to 2 billing cycles.

EXCHANGES:

• Must be returned to KUIU within 60 days of the original purchase date

• Product must be unworn and in an unaltered, salable condition with tags attached

• By law, product must be sent back clean

• All exchanges must be associated with an RA number. Items returned without an RA number included will not be accepted. Please contact customer service for an RA number.

To account for changes in inventory, the exchange process is executed in two steps:

1. A new order is placed for the desired exchange merchandise and a charge to your credit card or other desired payment method of choice is processed. You will receive an Order Confirmation email when the new order is placed.

2. Authorized return merchandise is accepted, processed, and a credit of the full purchase price (shipping excluded) will be issued in the form of the original payment method.

Because item availability cannot be guaranteed at the time your return is received, we highly recommend placing a new order as soon as possible.

HOW TO PREPARE YOUR RETURN PACKAGE:

• By law, product must be sent back clean

• Clearly mark outside of package with assigned RA number

• We highly recommend insuring your return package, as KUIU is not liable for packages lost in transit

• Ship return packages to:

KUIU Returns Department

2029 East Monte Vista Ave.

Vacaville, CA 95688

KUIU OUTLET RETURN POLICY:

All outlet sales are final and not eligible for return, exchange or warranty.



WARRANTY POLICY:



WHAT WARRANTY COVERS:

This warranty covers any manufacturer workmanship defects in your KUIU gear. This warranty applies to consumer use only and is null and void if the product is used in a manner it is not intended for.

HOW LONG COVERAGE LASTS:

This warranty lasts for the lifetime of the product.

WHO IS COVERED UNDER WARRANTY:

This warranty is for the original consumer purchaser only. It is not transferable. Proof of purchase must be verified.

WHAT WARRANTY DOES NOT COVER:

Any problem that is caused by abuse, misuse, or an act of nature (fire, flood, moths, etc.) is not covered. Snags, stains, pilling, discoloration, deterioration, burns, or damage from normal wear and tear are not covered by this warranty. Consequential and incidental damages are not recoverable under this warranty.

WHAT KUIU WILL DO:

If the item proves to be defective in workmanship, KUIU will attempt to repair the item. If this is not possible we will replace it with a new item of similar composition and price. If no such item is available, a refund for the full purchase price of the original item will be issued at KUIU discretion.

LIMITATION ON DAMAGES AND DURATION OF IMPLIED WARRANTIES:

KUIU will repair or replace the product as provided under this Lifetime Warranty. This shall be the only remedy of the consumer. KUIU shall not be liable for any loss or damages, including consequential, indirect, and incidental damages arising out of the use of, or inability to use, the product, or for breach of any expressed or implied warranty or condition on this product. Except to the extent prohibited by law, any implied warranties or conditions of merchantability and fitness for a particular purpose are limited in duration to the duration of this warranty.

HOW YOU GET SERVICE:

Contact KUIU by email at service@kuiu.com, or by phone at 855-367-5848, during normal business hours Monday-Friday from 9:00AM-5:00PM PST. You may be asked to provide photographs and to return the product for review.

California law states that products accepted for review must be clean. Please clean your products before returning them to us, otherwise we will not be able to accept them.



ORDER INFORMATION:



ORDER CONFIRMATION:

When your order has been successfully placed, you will receive an email confirmation within minutes. If you do not receive an email, call us at 855-367-5848 before placing another order for the same merchandise. Once your order ships, you will receive an email confirmation with tracking details. At this time, your credit card is charged.

CHANGING AN ORDER:

We do our best to ship out orders as quickly as possible. Due to this, orders that are currently being processed cannot be changed. If you need to make a change to your order, please contact KUIU Customer Service right away at 855-367-5848 or service@kuiu.com and we can assist you with cancelling and replacing your order.

CANCELING AN ORDER:

If you need to cancel an order, please contact us right away at 855-367-5848 during our normal business hours Monday through Friday from 9:00am to 5:00pm. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel. After one hour, it will no longer be possible to cancel an order.

TRACKING AN ORDER:

Once your order ships, you will receive a shipping confirmation email with tracking information. You may track your package by entering your tracking number into Google. Google will recognize the shipping carrier and provide you with a link to track your package.

Please note: Tracking for orders sent via FedEx SmartPost is delayed when tracked via USPS.



BACKORDERS:



Items not currently in stock may be backordered through our site. Your credit card may be authorized at the time of your order, but you will not be charged until your items are shipped. The charge will be processed to the same form of payment originally provided once your items are shipped. If a Gift Certificate or Store Credit was used to place an order for a backordered item, the balance will be deducted at the time the order is placed. If you order in stock items along with a backordered item, we will ship your order with everything we have in stock. Your backordered item will be moved to a new order and will ship once available.

We do not currently have estimated arrival dates for most backordered items at the time they are ordered, but pending backorders can be cancelled at any time before we begin processing. You will receive an email once your backordered item is ready to ship.



FITTING YOUR PACK:



• Use these instructions as a general guide to properly fit your pack.

• The ICON Packs are shipped with the shoulder harness adjusted to fit approximately an 18” torso length. The ICON Packs have a Torso range adjustment of 16.5” to 21”.

Torso Measurement: This is the vertical measurement from the iliac crest (top of the hip bones) to C7 (largest vertebrae bump on lower neck).

• Prior to putting on your Pack, loosen all straps (hip belt; shoulder harness straps at the bottom of the shoulder harness; load lifter straps at the top of the shoulder harness that attach to the pack bag & the sternum strap). Loosening all straps will allow you to easily fit into the pack.

• Load the pack with 20 – 30 lbs. Weight will allow the pack to settle properly on the shoulders and hips to assure proper fitting.

• Use the frame handle to lift the loaded pack on to your shoulders.

• Tighten the hip belt around your waist. A majority of the weight should be carried on your hips vs. your shoulders. The hip belt has a range adjustment of 29” to 48”. The top of the hip belt should ride just above the Iliac Crest (top of hip bone).

• Engage the sternum strap. Do not over tighten. The sternum strap can be adjusted up and down. It should be positioned horizontal mid chest and should be comfortable. The sternum strap should be adjusted to maintain the original shape of the shoulder harness. If it is too tight or too loose, it will distort the shoulder harness resulting in shoulder fatigue.

• Tighten the shoulder harness webbing at the bottom of the shoulder harness to take some weight off your hips. The shoulder harness should now be laying across your back and over your shoulders making constant contact. There should be no gaps between the shoulder pads and your shoulders & back.


NOTE: When properly fit the connection point of the load lifter straps on to the shoulder harness should fall between your collar bone and the top of your shoulders. This will create an accurate angle from the shoulder connection to the frame and assure the load lifters operate properly.

• If there are gaps between your back and your shoulder harness or if your load lifter is not positioned properly, remove the pack to adjust the torso length. Disengage the Velcro attaching the harness to the frame and slide it DOWN in the track to remove gaps or UP in the track to properly position the load lifter. Then re-engage the Velcro, making sure the Velcro properly adheres. Once re-adjusted, start the process over.

• Once the shoulder harness is adjusted properly, tighten the load lifter straps. This will move the load from the top of your shoulders and distribute it more evenly across your chest. Do not over tighten. Adjusting the load lifter straps should always be done last.