Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Orders & Shipping

When will my order process?

We pick and ship orders Monday–Friday. Processing of orders typically happens in business days after your order is received. Orders placed on weekends or holidays are processed the following 1-2 business days. We will certainly do our best to get your order out as quickly as possible and from there it’s up to the mailman!

**During sale events, promotions and big holidays please allow up to 4 business days for us to process your order.

How long does shipping take?

We ship domestic orders via Standard/USPS First-Class Mail or Expedited/USPS Priority Mail. USPS shipping typically takes 4-7 business days for standard and 2-5 business days for expedited but that is not a guarantee. Occasionally carrier delays, inclement weather, and unforeseen events could extend this window. Once the shipping carrier takes possession of the package, we no longer have control of the delivery process, but we do want you to get your sunnies! If you haven't received your package within 10 business days, please reach out to us at info@kzgear.com.

**Please be aware that all shipping carriers are currently experiencing delays due to high demand and occasionally packages may not arrive in the anticipated timeframe.

How long does international shipping take?

International shipping rates vary depending on your shipping location and the size of your order. On average 15-20 business days. Due to the fact shipping carriers are experiencing additional delays because of high demand the anticipated shipping timeframe may take longer. International packages will need to go through an inspection at customs, which could lengthen delivery. Every country has varying duties, fees, and taxes that we do not cover.

We are assessing our international shipping options to provide the best service to you, so stay tuned!

Where is my order?

Once your order is on its way, you should receive an email shipping notification that includes your tracking number. Our orders are shipped via the USPS with updates posted as the package moves through the delivery process. There can be updating delays due to the high volume of packages the USPS processes. If you're having trouble tracking your order or have a concern, please reach out to our Customer Support team at info@kzgear.com. We are happy to try and help. We pick and ship orders on weekdays so if your order was placed over the weekend, it will typically process through our warehouse the following 1-2 business days.

For international orders, once the package leaves the United States it is no longer traceable until it clears customs at your local post office. If you live outside the U.S. please allow an extra 10 business days for shipping and check with your local postal service.

Order Missing/Not Delivered?

If your package is missing, you can follow the link below to file a missing package inquiry with USPS. Occasionally we see the USPS mark the tracking information delivered before the package is actually delivered. We also sometimes see packages inadvertently placed into incorrect mailboxes. Filling out the USPS missing package inquiry allows them to verify their process and often they can locate it for you.

https://www.usps.com/help/missing-mail.htm

If they are unable to locate your package please contact us for further assistance!

Shades Care & Safety

How do I take care of my awesome new shades?

Our shades love to float, hang out in the sun & adventure with you - but clean shades are happy shades! Here are some great care tips we recommend to keep your shades looking their best!

-Use the KZ Microfiber case that comes with your shades or a similar cloth to wipe down your sunglasses regularly! Other fabrics can be harsh and wear away at the lenses causing damage over time.

-After your adventure, just give them a freshwater rinse before wiping them down! Shades struggle being covered in saltwater, chlorine water and sunscreen as much as the next guy. If your shades have a mirrored coating, it’s especially important because saltwater and chemicals that dry on the lenses can react with the coating damaging the lenses.

-Be careful, leaving your shades in extreme heat like in your car or boat dashboard for prolonged periods of time can damage them.

-Finally, when you’re done, try not to store them too closely to sharp pointy things like your pet hedgehog - or your keys!

What about UV protection?

All of our lenses offer 100% UV400, UVA and UVB protection, which meets the American, European and Australian standards.

Are your lenses polarized?

Yes, all of our lenses are polarized unless denoted otherwise. The mirror coating on some of our styles just makes them look really cool!

Are your lenses FDA & ball drop test approved?

Yes absolutely! We still don't recommend dropping heavy objects on your face!

Exchanges & Returns

What is your exchange policy?

If you are not happy with your purchase, you may exchange your new unused items within 30 days of delivery for another item of equal or greater value. All items being exchanged must be in their original packaging and in new, re-sellable condition. Once authorized by our customer service team we will email you a prepaid return label. You may send back your item to exchange in the original box or one similar. Please note an exchange is only considered valid if it is received within 15 business days from the date the prepaid return label was created. Exchanges are not guaranteed.

International exchanges must be sent back through the carrier of your choice. Unfortunately, we are unable to offer a return shipping label for international exchanges and reshipping charges may apply.

Once the warehouse receives your item for exchange, they will automatically create another order with the pair you desire in exchange. That item will be shipped back to you at no additional cost! You will receive a new order and shipping conformation email. Please note, exchanged products are final sale and cannot be returned once received!

How do I proceed with an exchange?

You may go to KZ Exchanges to begin the process and receive authorization by our customer support team. You must obtain a Return Authorization number through www.kzgear.com/returns to initiate your exchange or return. All requests are subject to the terms and conditions noted. 

**Outlet items are final sale, and not eligible for exchange.

What is your returns policy?

If you are not happy with your purchase, you may return your new unused items within 30 days of delivery for a refund minus the original shipping cost. All items being returned must be in their original packaging and in new, re-sellable condition. Once authorized by our customer service team we will email you a prepaid return label. You may send back your return in the original box or one similar. Please note a return is only considered valid if it is received within 15 business days from the date the prepaid return label was created. Refunds are not guaranteed. 

International returns must be sent back through the carrier of your choice. Unfortunately, we are unable to offer a return shipping label for international returns.

Once the warehouse receives your return item and verifies it meets the requirements stated, a refund will be issued, minus the original shipping costs. Refunds can only be issued to the original payment method on file.

How do I proceed with a return?

You may go to KZ Returns to begin the process and receive authorization by our customer support team. You must obtain a Return Authorization number through www.kzgear.com/return to initiate your exchange or return. All requests are subject to the terms and conditions noted. 

**Outlet items are final sale, and not eligible for return.

Warranty & KZ4Life

What is your warranty?

We offer a frame and lens warranty covering manufacturing issues for up to one year from your original purchase date. Normal everyday wear & tear and accidental damage or misuse of product does not apply. With our happiness guarantee, if there's something wrong with your shades, we'll fix it. Warranty replacements may be subject to a processing and fulfillment fee of $10 domestically. International warranty replacements vary depending on location.

Proof of purchase may be required to make a Warranty Request. You may also be required to provide photographs of the damage to your item.

For the best tips on how to take care of your new shades please refer to our Shades Care FAQ.

How can I get a replacement?

"KZ4LIFE" as we call it! The pure happiness you feel during an adventure is at the heart of KZ and we believe your shades should adventure with you so, Do Anything. Go Anywhere. make them Your Everyday Go-To.

We know nothing is forever, so if you ever have the misfortune of breaking a pair of KZ Shades, whether by tripping over your own two feet (guilty!) or they go missing because they decided to run away, our KZ4Life program has you covered!

Just fill out the KZ4Life Replacement Form and we'll hook you up with a new pair of the same purchased item, so long as supplies are available, for a flat fee of $25. This replacement cost includes all processing, handling, and shipping fees. If your item’s style/color is sold out or has been discontinued, you will be offered another item of similar or reasonably equivalent style as identified by KZ for the same $25. International orders may have additional shipping charges.

Proof of purchase may be required to make a replacement request. You may also be required to provide photographs of the damage to your item.

How many replacements are covered?

With our KZ4Life! Replacement program, as many you need - although we don’t recommend tripping or letting your cool shades get away!

That’s the beauty of KZ4Life! So next time you head out, don’t worry about your gear because you’re in the #KZFam and #KZ4LIFE has you covered!

**If your item’s style/color is sold out or has been discontinued, you will be offered another item of similar or reasonably equivalent style as identified by KZ.

Get Social With Us!

How can I be featured on Instagram?

Tag @KZgear & use the hashtags #KZgear #ShadesForThePeople on your pictures! Share your best pictures with us for the chance to be featured. Images must match our current posting style, take up the entire Instagram square and must be high-resolution to be considered - plus they just gotta be cool!

How can I collaborate/advertise with @KZGear on Instagram?

We always love collaborating with other businesses and brands on Instagram! Please just email our support inbox at info@kzgear.com!

Get in touch

Have questions about your order, or a general enquiry?