Customer Care

PRE MADE & MADE TO ORDER DESIGNS
Our collection consist of Pre-Made and Made-To-Order designs.

PRE-MADE
Pre-made are designs that are ready-to-ship and available in size S, M, and L. Shipping is 24-48 hours after your order was placed.

MADE-TO-ORDER
Our Made-To-Order designs are hand made individually in the USA to fit each customer's size, color and print selection. It is not enough that clothes look good on a mannequin or model. We want them to look great on you! Therefore, if you need us to add, trim, or make any changes to a MTO design, please don't hesitate to let us know.

Since each piece is customize for you, refunds or exchanges are unfortunately not accepted under any condition. We are not responsible for incorrect measurements. Please be sure to follow our measurement instructions and ask any question before placing an order. Please allow 2-3 weeks for your custom order to ship. If you need RUSH SERVICE (within 1 week), we charge an additional $27.95 for rush custom orders. Please email us for additional information and confirmation to ensure we are able to meet your deadline.

FABRIC SEARCH

We are now please to offer a new service to provide 'fabric request' for all Made To Order (MTO) listings.

HOW FABRIC REQUEST WORKS

If there is a design listed under MTO that does not have your desired color/print OR if the listing has been sold out due to fabric unavailability, we are happy to search for a new fabric color or print of your choice and recreate the design in the new color/print (based upon availability). Please contact us using the contact form below or send us an email at info@ktrcollection.com to request for a custom fabric search.

SHIPPING
KTRcollection ships packages WORLDWIDE from California. All orders are shipped via United States Postal Service (USPS) Priority Mail with tracking & rates vary according to size and weight of the parcel. All orders are processed and shipped within 24-48 hours, weekends and holidays excluded.



DOMESTIC: Orders shipped to anywhere in the USA is expected to arrive within 2-5 business days via USPS Priority Mail with tracking confirmation. Please note that priority mail can sometimes be delayed during holidays and may on occasions take longer than expected. We also offer Express 1-2 business days guaranteed shipping. Express Mail has guarantee shipping within 1 or 2 business days depending on your location.

INTERNATIONAL: We currently only offer Priority Mail International and Express Mail International shipping for our International customers (anyone outside of the USA). Priority Mail International is expected to arrive within 6-10 business days. Express Mail International is expected to arrive within 3-5 business days and is the only USPS shipping option that will provide a tracking number to it's final destination. We do not recommend shipping outside of the US without tracking as packages could get lost and we will not be able to refund any lost packages without tracking confirmation.

SIGNATURE REQUIRED SHIPPING:
We required all orders over $750 to be shipped with "signature required" for added security and the extra charge for this service will be paid by KTRcollection. The package will need signature confirmation to confirm delivery. You may arrange for redelivery by visiting http://www.usps.com/redelivery or calling 800-ASK-USPS. You can also pick up the package at your the Post Office indicated on the notice. Please note that If this item is unclaimed after 15 days then it will be returned to the us and you will need to pay for us to re-shipped your package.

LOST OR STOLEN PACKAGES:
All KTRcollection merchandises are shipped with a tracking number. If you have not received your order, you can check the status HERE via USPS. If your tracking status said your order was delivered but you have not received it, please first contact your local post office with the USPS customer service number: 1 (800) 275-8777 and press "0" until you reach a live person. Please request the webmaster to put in a trace. Typically when a package was not successfully delivered, it will get returned to the local post office for pick up. Please note: KTRcollection is not responsible for any lost or stolen items that has been confirmed delivered.

DUTIES & TAXES
You may be subject to import duties and taxes once a shipment reaches your country. Additional customs clearance charges must be paid by you; KTRcollection has no control over these charges and cannot predict what they may be. International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.

Customs policies vary widely from country to country; contact your local customs office for more information. When ordering from KTRcollection you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods.

CA SALES TAX
Applicable sales tax will be added to all purchases shipping to California.

RETURNS & EXCHANGES
Please see our Returns and Exchanges policy HERE

COLOR REPRESENTATION

While we have made every effort to display the colors of our products as accurately as possible on our website, please note that colors you see highly depend on your monitor type, brand and settings. KTRcollection cannot guarantee that your monitor will display the exact color of an item displayed. Please feel free to ask us any questions before placing your order.

PRE-ORDERS
Pre-orders are merchandises that are not currently in stock but are on it's way to our boutique. Some items have the potential to sell out quickly so for this reason we offer our customers the option to pre-order in advance. When you place your order your account will be charged immediately. If you order multiple pre-order items or if you combine in stock items with pre-order items, we will ship your order once the pre-order arrive to avoid multiple shipping charges. If you would like the in stock items to be shipped immediately, please place a separate order. Once pre-order items arrive, they will be shipped immediately to your shipping address. Pre-orders that are discounted are not treated as a sale item and are 100% refundable within 14 days from the time it was shipped. If you order an incorrect size, please simply return your item and place a new order. All pre-orders expected ship dates are approximate and can be available a week sooner or later. If for any reason, the pre-orders become available later than the expected date, we will contact you via email.

SECURITY
KTRcollection guarantees that any information you enter on our site will not be disclosed to any outside organization or third party. However, your contact information may be used to contact you about new inventory or special promotions.

If you do not wish to receive any communication, you may remove yourself from our mailing list by replying unsubscribe to any promotional e-mails from KTRcollection. For more information, please visit our Privacy Policy page.

CONTACT / HOURS
If you have any questions, feedback or just want to say hello, please don’t hesitate to drop us a note at info@ktrcollection.com. We are open M-F from 9-5:00PM PST and will try to respond to all emails within 48 hours. info@ktrcollection.com. We are open M-F from 9-5:00PM PST and will try to respond to all emails within 48 hours.

PAYMENT
We accept Visa, Mastercard, American Express, Discover and Paypal. No personal checks or money orders accepted. All prices at KTRcollection are listed in US dollars.


PLEASE NOTE THAT THE SYSTEM MAY DECLINE YOUR ORDER IF THE BILLING ADDRESS YOU ENTER DOES NOT MATCH THE ADDRESS ON YOUR BANK FILE. IN THE EVENT WE RECEIVE YOUR ORDER WITH A DIFFERENT BILLING ADDRESS THAN YOUR BANK HAS ON FILE YOUR ORDER WILL BE CANCELED. THIS IS TO PROTECT OUR CUSTOMERS FROM CREDIT CARD THEFT.

FURTHERMORE, TO PROTECT OUR CUSTOMERS FROM ANY SUSPICIOUS ACTIVITIES, WE DO NOT TYPICALLY SHIP TO AN ADDRESS DIFFERENT FROM THE SHIPPING ADDRESS ON THE ORDER. IF YOU PLACED THE ORDER IN ERROR WITH A DIFFERENT SHIPPING ADDRESS, PLEASE SEND US AN EMAIL AND WE WILL WORK WITH YOU TO ENSURE THAT YOUR ITEM GETS SHIP TO THE CORRECT ADDRESS.