Customer Service
About The Kite Store
The Kite Store is a trading name of The Kite Shop Limited, Inc. a branch of a U.K.-based company, The Kite Shop Limited. We were the first company in Europe to offer kites via the Internet in 1995, and have been supplying kites to customers here in the U.S. since 2005. We are a mail-order business, located in Celebration, famous as the town that Disney built, in Central Florida.
Contact Us
Our address is:
The Kite Shop Limited, Inc
52 Riley Road #401
Celebration
FL 34747
Email: sales@kitestore.net - for all customer-service queries
info@kitestore.net - for all other queries
Telephone: 1-866-376-9712. We are available to answer your calls Monday to Saturday, 8:00am-9:00pm EST, and from 11:00am-6:00pm EST on Sundays. An automated voicemail system is available outside these times, and you may also use the LiveChat feature on our website to chat in real time to a customer service representative.
Feedback
We welcome your feedback about our products and service - please send comments to sales@kitestore.net.
Payment
The ordering process allows you to select payment by credit card, debit card, Paypal or check.
Paying by Credit or Debit Card
It is perfectly safe to use a card because our secure server software encrypts all your personal information including the credit or debit card number, your name and address, so that it cannot be read as the information travels over the Internet. None of our customers have ever reported fraudulent use of a credit or debit card as a result of making purchases from us.
We accept payment by all major credit and debit cards including Visa, Mastercard, Discover and American Express.
Paying by check
If you don't want to use a credit card, we offer the convenience of payment by check. Note that the check is presented and processed electronically upon receipt. Please make checks payable to The Kite Shop Limited, Inc.
Sales Tax
Sales tax is added to orders shipped to addresses within Florida at the applicable rate.
Shipping
We offer a number of shipping options - more details can be found on our Shipping page.
Returns
We want you to be absolutely satisfied with the items you purchase. In the unlikely event that you have to return faulty goods to us, we will replace, repair or refund the cost of the returned item in full. In exceptional circumstances, goods that you have ordered may be unavailable and we will do our best to provide equivalent goods. If so, you may cancel the sale and the cost of returning the goods will again be borne by us.
You may also cancel a sale of goods made through this website at any time after you have placed the order until the date seven (7) working days after the day you receive the goods.
To cancel a sale, please contact sales@kitestore.net or call us toll free at 1-866-376-9712 and request a return authorization before returning goods. We will refund the cost of goods paid by you, excluding shipping costs, and will send you the refund within 30 days of you notifying us of cancellation.
You must return the goods in the condition in which you received them, in all of the original packaging, within 30 days of you notifying us of cancellation. You must pay the cost of returning the goods to us; if you do not return the goods to us, we will arrange to collect them, but will deduct the cost of such collection from the refund due to you.
All returned goods should be addressed to:
Returns
The Kite Shop Limited, Inc.
52 Riley Road #401
Celebration
FL 34747
Security
It is safe to use a card because our secure server software encrypts all your personal information including the credit or debit card number, as well as your name and address, so that it cannot be read as the information travels over the Internet.
If you don't want to use your card over the Internet, you can select payment "by check" on the order form during the checkout process, and send us a personal check for the amount of your order.
We have also implemented security policies, rules and technical measures to protect the personal data that we have under our control from unauthorized access, improper use and disclosure, unauthorized destruction or accidental loss.
You can check our security details by hovering over or clicking the Comodo logo below;
Complaints
We hope you never have cause to complain about our products or service, but if you do, then please send details via email to sales@kitestore.net, or contact the Retail Channels Manager (see Contact Us above for our contact details).
You will normally receive an acknowledgement within 2 working days of receipt of your complaint, and a full reply within 14 working days. If we cannot respond within this time we will advise you of any delay.
If you are not happy with the outcome, please contact us within one month. The Retails Channel Manager will acknowledge your letter within 7 working days of its receipt, and arrange a review of your complaint. You will be sent a full reply within 14 working days, or be advised of any delay.
If you are still unhappy with the situation, please contact the Retail Channels Manager within one month. Your complaint will then be referred to the company's Managing Director for a final review. You will be sent an acknowledgement within 7 working days of us receiving your complaint, and a full reply will be sent within 14 working days.
