General

ONLINE ORDERS & PAYMENT

What happens after I make an online order?

After you have completed the checkout process and payment through PayPal, you should receive a confirmation of payment and receipt with your invoice ID number from PayPal. Please print a copy of the receipt as confirmation of your payment. You will also receive an email from Kaytran Eyewear confirming your order and indicating that we will process the order as soon as possible. When your order has been shipped, we will send you an email through PayPal to notify you when your order has been shipped along with a tracking # so you can track your delivery through our carrier’s website. On average, orders are received within 5-10 working business days of that shipment date. If you’d like us to check the status of your package, please email us at help@kaytran.com with your tracking number.

Please ensure you have read and understood our Terms and Conditions before you make an order so that you comprehend our purchase terms.

If you have any questions about your order, please feel free to email us at help@kaytran.com. We will address your question as soon as possible.

What forms of payment do you take for online orders?

We currently only accept payment for online orders through PayPal. You will be prompted to either log in with your existing PayPal account or enter as a guest into PayPal to complete the checkout process.

 

DELIVERY

How will my online order be delivered to me?

When you purchase merchandise from the site, we will then, as your agent, provide a carrier to ship your merchandise and contact the carrier on your behalf. You assume all responsibility of any goods F.O.B. Upon pickup of the merchandise by our selected carrier from our shipping centre, risk of loss is transferred from us to you at this point.

How will I know when my order has been shipped?

When you order has been shipped and is in the hands of our selected carrier, we will send you an email through PayPal to notify you that it has been shipped along with the package tracking #. You can then track the package on your own through the carrier’s website. If you’d like us to check the status of your package, please email us at help@kaytran.com with your tracking number.

When will my order arrive?

Delivery of your ordered product(s) will be made as soon as possible to the address on your order and are “best effort” based. Subject to delays outside of our control, you should generally expect to receive your order within 5-10 working business days after the shipment date by our provided carrier. In some cases, delivery may take longer due to customs delays, weather and other delays outside of our control.

 

SHIPPING

Where do you currently ship?

We are working on expanding our delivery network. We currently ship to the following countries for individual online orders:

- Canada

- U.S.A (excluding Alaska & Hawaii)

- Please contact us at help@kaytran.com for inquiries about international shipments. We do provide options to ship to Europe and Asia.

 

What are the shipping rates?

We are currently offering FREE SHIPPING to the locations below:

- Canada

- U.S.A. (excluding Alaska & Hawaii): Please note that this free shipping does not include any applicable duties/customs fees or taxes. You are responsible for paying for any applicable fees and taxes C.O.D. upon the delivery of your package.

 

RETURN POLICY

What is your Return Policy?

We want you to be happy with your purchase and 100% satisfied. We have a no-risk return policy so that you can order frames and, if you’re not satisfied, return them in their original packaging with their complimentary accessories shipped to you, provided that the return request is sent to us within fourteen (14) working business days after the date your online order is confirmed. Return postal charges will be incurred by the purchaser.

We will issue a full refund or replacement of goods in all instances where:

1.            frames or related products are supplied damaged;

2.            the products you have ordered are returned to us as undeliverable by the postal service; and

3.           return requests for undamaged product(s) in their original merchantable condition are made within fourteen (14) working business days following the confirmation of your order.

We are currently unable to accept returns of frames if the frames or the complimentary accessories are not in their original merchantable condition, or if the return requests for the frames and the complimentary accessories are made more than fourteen (14) working business days after the date of purchase/order confirmation. If you return the sunglasses for an exchange, please note the exchanged sunglasses are a final sale.

How do I make a return and when will the refund be made?

In all instances (save returns to us as undeliverable) you should contact our customer services through email at help@kaytran.com to request a return and the relevant return address. You can select your own carrier for the return of the products – all return postal charges will be incurred by the purchaser. A refund or replacement will be issued to you following their receipt at our address within seven (7) working business days of that date. If goods are returned as undeliverable by the postal service, you will be contacted by email and phone for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within fourteen (14) working business days of the return of the goods, then a refund will be made within seven (7) working business days of that date.

We may refuse to accept future orders from those who have made previous unsubstantiated claims for non-delivery of goods. Refunds will be limited to the maximum value of the original order, including delivery charges and will only be issued against the same credit or debit card account as supplied to pay for the goods. We reserve the right to proportionately reduce the level of the refund if only some of the original quantity of products is returned, or if it is clear that some of the products have been used or damaged.

 

WARRANTY

What is your warranty on your frames?

We are confident in the quality of our products shipped to you. We do, however, offer a 1-year warranty on manufacturer defects on frames starting the day your order is confirmed. For all warranty issues, please contact our Customer Care representatives through email at help@kaytran.com for further instructions.

 

RETAILERS & SALES REPS

How do I become a retailer of Kaytran Eyewear?

We are always looking to expand our retail network. If you are interested in becoming a retailer, please contact us at sales@kaytran.com .

I am an eyewear sales representative: How do I become authorized to sell Kaytran Eyewear?

If you are interested in carrying our products, please contact us through email at careers@kaytran.com.

 

PRIVACY POLICY

What is your Privacy Policy?

We take your privacy very seriously. Please review our Privacy Policy to learn more.

 

TERMS AND CONDITIONS

What are your Terms and Conditions?

Please review our Terms and Conditions prior to accessing and using our website.

Your access to and use of our site www.kaytran.com forms an agreement between you and Kaytran Eyewear Ltd. If you use the site, it will be assumed that you have read and accepted its Terms and Conditions. If you do not agree to our Terms and Conditions, please refrain from proceeding onto the site.

 

PHOTOGRAPHY, VIDEO & MUSIC

How do I learn more about who did your photography, video and music?

As a Canadian company, we are proud supporters of Canadian talent. For more information about the individuals and groups we used to produce the product / lookbook photography and video on our website, please see below:

 

Product Photography:

Photographer: Jaclyn Locke

 

Lookbook:

Photographer: Jaclyn Locke

Hair & Makeup: Natalie Blouin

Models: Pem B. & Julie N. from Spot 6 Management

 

Video:

Shot by Caitlin Durlak

Music: “Not Arriving” by the Hexes & Ohs

 

CAN’T FIND THE ANSWER YOU ARE LOOKING FOR?

We would love to hear from you. If you cannot find the question and answer you need here, please contact us:

All general inquiries: Email info@kaytran.com

Questions regarding online orders: Email help@kaytran.com

 

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