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COVID-19 Update

Last Updated 08/07

Dear KCOgear customers,
Due to the dynamic and unfolding situation, we might see shipping delays or cancellations for some orders (especially if the item normally ships from a state under a 'Shelter in Place' order or any other mobility / business restrictions). We are cooperating with our suppliers to minimize delays wherever possible. Our return handling time will also be slightly slower as our staff is not at full capacity at this time. Our main priority is ensuring the safety of our customers and employees as well as ensuring all packages arrive to you. We will follow all CDC guidelines and be extra cautious during these trying times. 
Rest assured that our customer service staff is working remote to full capacity to handle all of your concerns. If you need to reach out to the customer service team, simply email us at: info@kcogear.com
Thank you for your continued support and patience during these difficult times!

GENERAL UPDATE: 08/07/2020 2.00pm:

  • SOME DELIVERIES ARE DELAYED. We are seeing delays of up to 4 days to some areas. This is a Carrier issue as their parcel post demand has gone up over 100% whilst the network has been severely degraded due to flight and other logistics complications. Prioritization is also being given to medical and essential (food/elderly) deliveries. Current issues include very slow delivery, lack of tracking pickup confirmation, slow or no tracking updates and UPS/USPS customer service not acknowledging goods are received and moving through their network. All packed orders leave our warehouse daily, so once a tracking number is received you can be assured your goods have been handed off to UPS/USPS. We understand the frustration of a delayed delivery, however we ask for your understanding and patience, all UPS/USPS clients are experiencing the same issues, and ask that you avoid calling or ticketing us unduly regarding the above issues. There is no procedure available to us by the U.S. whereby we can expedite a delayed delivery in the current circumstance.

  • PHONES RINGING OUT / BUSY - Your call is very important to us, and we are struggling to fully service incoming enquiries. We are trying our best and hiring additional staff to cope with the current increased demand. Your best option is to send all enquiries via email. Thanks for your understanding and patience.

  • SLOWER PROCESSING OF CREDITS/REFUNDS - Our accounts team are working from home, please allow up to 5-7 days for any accounts related actions. Apologies for the inconvenience.

  • ZERO TOLERANCE TO ABUSE. It is understandable with the economic and social stresses some customers are under that emotions are running high. Add to that stock shortages, longer and bouncing ETA's and price rises and it is understandable there are some frayed tempers out there. We know you just want your products, and we want to provide them, however please note that stock delays and other issues under current circumstances do not give anyone the right to abuse and swear at our service team. We thank our valued customers for their understanding and patience during this "crazy" time and hope everyone is healthy and safe.


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