Customer satisfaction is our priority and we will take pains to ensure that you have an excellent shopping experience. Listed below are our customer service and return policies.

Customer Service Policy

• Emails will be answered within 24 hours, Monday to Friday.
• We ship within 1-2 business days that your items will arrive to you in the fastest time possible.
• A confirmation email will always be sent to you once your order is packed and lebeled.
• We will always be willing to help you source for all your entertainment needs, even when the items are not listed here – please provide us with much information as possible when contacting us. No firm promises though.

Order Cancellation :

• You may cancell your order before it is shipped. Orders normally are shipped before 3PM Pacific Standard Time.
• After your order is shipped, you are subject to pay a 20% restocking fee and all shipping fees.
• Pre-order(s) can not be cancelled once a pre-order has been submitted.

• We guarantees that will be satisfied with our products and services. You may choose to return the item which you purchase from kimook.com subject to the following conditions :
• Merchandise must be unopened and also in its original condition.
• A 20% restocking fee applies.
• Opened items cannot be returned unless defective.
• Defective DVDs will be replaced with the SAME title only
• You must notify us within 7 working days from the day after you receive the order, by sending an e-mail with your order number along with a description of the items that you wish to return, to contact us (info@kimook.com) to obtain an authorization for the return.
• Unauthorized returns may be refused or disregarded.
• Buyer is responsible for all shipping fees.
• We do not pay for the postage on return, unless we shipped out incorrect item or an error from our part.
• Items must be returned in securely package and wrapped and send via reliable carrier that has tracking capabilities. We are not responsible for lost returns.

  Once we have received your returned item, we will verify their conditions before sending out a replacement or a refund. You will get the a full refund on the price of that item and generally it will take about 3 to 4 days to process a refund.

Defective DVD and other goods - Exchange :