Frequently Asked Questions

1. How long will it take for my order to arrive?

• Shipping Coverage: We currently only ship to all provinces and territories in Canada (no international orders).
• Processing Time:
  
  • Orders placed before 3:00 PM EDT (Monday–Friday) are shipped the same day; orders placed after 3:00 PM or on weekends/holidays are processed the next business day.
  • Typical handling time: 1–2 business days (may extend by 1–2 days during peak periods).
• Delivery Timeframes (Canada-only):
  
  • Standard Shipping (Canada Post Standard): 3–7 business days (4–9 days including potential delays).
  • Expedited Shipping (Canada Post Xpresspost): 1–3 business days (2–4 days including potential delays).
• Special Requests: Email support@kxvqzb.com with your order number for delivery date preferences.

2. What is your return and exchange policy?

• Defect/Misrepresentation Claims (e.g., authenticity, damage, wrong edition):
  
  • File a claim within 30 days of delivery via email, including order details and evidence (photos, certification reports).
  • We cover return shipping costs and offer a full refund or replacement.
• No-Reason Returns (unused, original packaging intact):
  
  • Eligible within 14 days of delivery; buyer responsible for return shipping costs (via Canada Post standard service).
  • Refunds exclude initial shipping fees (unless a defect is found).
• Non-Returnable Items: Rare certified stamps (marked “non-returnable”), personalized/customized stamps.

3. How can I contact customer support?

• Phone: +1-316-369-1389 (toll-free in Canada)
  
  • Hours: Mon–Fri 9:00 AM–7:00 PM EDT | Sat–Sun 9:00 AM–4:00 PM EDT
• Email: support@kxvqzb.com (response within 24 hours, excluding holidays)
• Contact Form: Use the “Contact Us” page on our website for instant order/product inquiries.

4. Can I cancel my order?

• Cancellation Window: Orders can be canceled within 24 hours of placement if not yet processed for shipping.
• How to Cancel: Email support@kxvqzb.com with your order number and reason.
• Note: If your order is already packed/shipped, follow our return policy for assistance.

5. What if I receive the wrong item or a misrepresented stamp?

• Immediately email support@kxvqzb.com with:
  
  • Order number, clear photos of the item (including 防伪 labels, packaging), and
  • Professional certification (if disputing authenticity).
• We will arrange a free replacement or full refund (including round-trip shipping) upon verification.

6. Why was my order canceled?

1. Inventory Delay: Item sold out after order placement (we notify you promptly).
2. Payment Failure: Declined transaction due to incorrect details, insufficient funds, or fraud protection.
3. Invalid Address: Non-Canadian or incorrectly formatted address.

• For details, contact us with your order number for assistance.

7. How do I access detailed product information (e.g., edition, condition, certification)?

• Product Pages: List year, denomination, edition (original/reprint), condition grade (e.g., XF, UNC), and certification number (e.g., ICS, SCC).
• Additional Inquiries:
  
  • Email support@kxvqzb.com with a product link/SKU for high-resolution images or historical context.
  • Call our customer service during business hours for live assistance.

8. How do I track my order?

• A shipping confirmation email with a Canada Post tracking number is sent once your order ships.
• Track your package via:
  
  • Canada Post Website | Your account’s “Order History” page on our site.

9. How should I store and protect my stamps?

• Basic Care:
  
  • Handle with tweezers/gloves to avoid fingerprints.
  • Store in acid-free, UV-protected stamp albums with glassine pages.
  • Maintain a cool (15–25°C), dry (40–50% humidity) environment.
• High-Value Stamps: Use desiccant packets and store in a fireproof, moisture-resistant safe or box.

10. What payment methods do you accept?

• Credit/Debit Cards: Visa, Mastercard, American Express (processed securely via Stripe).
• PayPal: Link your bank account or PayPal balance.
• Coming Soon: Interac e-Transfer (Canadian local bank transfer).
• All transactions are in CAD (Canadian Dollars) with no currency conversion fees.