Customer Service

What shipping carriers do you offer?
Shipping Rates?
Do you ship outside the United States?
Am I responsible for customs duties and taxes?
How long will it take to receive my order?

What shipping carriers do you offer?
We currently offer UPS, USPS Media Mail & Priority Mail services for shipments within the United States, The UPS Shipments are trackable and insured, the Media Mail & Priority Mail is trackable but not insured. International orders are currently shipped via ITS International Transport Solutions and all packages are trackable but not insured. Insurance is available upon request. $5 minimum, $1.00 for every $100 insured.

Please Note: USPS Media Mail option may be interchanged with other shipping carriers at our discretion.

Shipping rates? Shipping to the USA via USPS Media Mail (or our choice): Flat-Rate - $3.99 per order and Free-Shipping -over $49 per order. (Some items are excluded from this offer). All other shipping methods are calculated and charged accordingly.

If for whatever reason your order needs to be reshipped, we reserve the right to charge full or part of the actual shipping costs, regardless of the reduced or free rate you may have been billed.

Do you ship outside the United States?
Yes, Kehot ships to customers all over the world.

Am I responsible for customs duties and taxes?
Yes, import duties and/or taxes (for orders shipped to non U.S. destinations) may be imposed by your local government on shipments from outside your country. These charges are separate from Kehotonline's charges and are beyond our control or ability to predict.
You are responsible for paying any taxes, duties and/or customs fees charged by your government. Please check with your local post office for more information.

How long will it take to receive my order?

UPS Ground: 2-7 business days from ship date. Most orders are processed and shipped in 1-2 business days. see map for details (click for larger image)
USPS Priority Mail: 2-8 business days from ship date. Most orders are processed and shipped in 1-2 business days.
USPS Media Mail (or our choice): Anywhere from 3 Days to 2 weeks although these times are not guaranteed and longer delivery times are possible.
International orders: Anywhere from 2 weeks to 1 month although these times are not guaranteed and longer delivery times are possible.
Please note: The above shipping times apply from when your package gets shipped, which generally takes 1-2 business days after placing your order. However it can take longer during peak seasons, Jewish holidays or other occasional processing delays.

Kehotonline.com realizes the importance of our customers having the same confidence when using credit cards online as they do when ordering by phone. This is why we use data encryption to ensure that your online purchase is safe with us.
Encryption is a process by which we use software to make your credit card number and personal information unreadable to others during the order process. Kehotonline currently uses the industry-standard SSL (Secure Sockets Layer) encryption. We believe in keeping up-to-date with new technologies in order to provide the best security for our customers. That means when you shop online with Kehotonline, you're buying with confidence.

If at any time you feel uncomfortable providing personal information online, please feel free to call one of our sales representatives at 1-877-4Merkos.

Order Cancellations, Exchanges and Returns
What is your return policy?
My package arrived damaged, what should I do?
I placed an order online but I changed my mind and want to cancel it. Can I?
I received the wrong item in my order, what should I do?

What is your return policy?
We accept returns with a receipt, for exchange or store credit, within 60 days after the date of purchase. If you are returning the item by mail please contact us first for a Return Merchandise Authorization or RMA number to ensure that your return will be processed smoothly. We reserve the right to refuse returns which do not display a valid RMA number on the outside of the package.

We reserve the right to deduct from your refund all or part of our actual original shipping costs, regardless of the reduced or free rate you may have been billed.

My package arrived damaged, what should I do?
If the damage is faulty merchandise (e.g. upside down or missing pages), please contact us for an RMA number and return instructions. We will replace the merchandise or refund you the full purchase price according to your wishes and product availability.
If the damage occurred through shipping, save the packing material and contact UPS to settle your claim. Orders shipped through the USPS (international) are uninsured and, unfortunately, cannot be reimbursed for shipping damage.

I placed an order online but I changed my mind and want to cancel it. Can I?
If your order has not yet been processed, it is possible to cancel. Please contact us as soon as possible to determine whether it is still possible to cancel your order. Once an order has been processed it can no longer be canceled. Your surest way is by speaking to a rep (718-7780226), just sending an email or leaving a message doesn't guarantee cancellation.

I received the wrong item in my order, what should I do?
Although we do our best to ensure that your order is handled as efficiently and accurately as possible, mistakes do happen occasionally. Please contact us for an RMA number and return instructions so that you will receive the correct merchandise as soon as possible.

What is your STORE Return & Exchange Policy - As of July 1, 2008
* No Refunds
* Store Credit Only
* Must Be Within Two Months (60 days) of Purchase
* Receipt Required
* Item Must be in New Condition.
* Tapes, CDs, DVDs, MP3s Must Have Shrink Wrap Intact.

How do I know if an item is in stock?
How long will it take for my Internet order to be processed?
How will I know when Out of Stock items in my order are In Stock? And shipped?

How do I know if an item is in stock?
An item's backordered status is indicated under the product price as "out of stock" Additionally, an item's backordered status is indicated in the availability column of your shopping cart.

How long will it take for my Internet order to be processed?

Orders placed online will begin processing the same day or the next business day, except for Jewish Holidays or during 5 Teves annual sale.

How will I know when Out of Stock items in my order are In Stock? And shipped?
All temporarily backordered items go on a back order status. You will not be charged for the backordered item(s) or it's shipping costs until the item(s) have shipped. Kehotonline does not contact you when these items have shipped. We do, however, give you the option of checking the status of your order by visiting our Order Status page at any time. You may also contact us at 1-877-4Merkos, or visit our Contact Us page to email your inquiries.

When will my credit card be charged?
Your credit card is charged prior to the item(s) being shipped.

Can I use gift certificates to make purchases online?
Yes, but only one certificate per order; to use multiple gift certificates list the certificate number clearly in the ORDER INSTRUCTIONS: section in the checkout page.

Do you offer C.O.D.?
No, we currently do not offer C.O.D. online. If you would like to place a C.O.D. order, you may call us toll free: 1-877-4Merkos and place your order over the phone.

When will my credit card be charged?
Can I use gift certificates to make purchases online?
Do you offer C.O.D.?

When will my credit card be charged?
Your credit card is charged prior to the item(s) being shipped.

Can I use gift certificates to make purchases online?
Yes, but only one certificate per order; to use multiple gift certificates list the certificate number clearly in the ORDER INSTRUCTIONS: section in the checkout page.

Do you offer C.O.D.?
No, we currently do not offer C.O.D. online. If you would like to place a C.O.D. order, you may call us toll free: 1-877-4Merkos and place your order over the phone.

 

Pricing Policy / Discount Schedule
What does the "Discount Schedule", which is listed in the product details of every item, signify?
What does the "Discount Schedule" signify?

At this time we are reviewing our discount schedule. We hope to have it refined shortly.

The new discount schedule is necessary to insure our ability to provide our customers with a consistent availability of books.

The discounts that appear by the indivual books is the discount that will be respected.

Shluchim Discounts

Dear Shliach !

We are ugrading our website to better serve you, currently our website does NOT support the function to have the shluchim discounts online.

To receive your shluchim discounts, please place your order by...

Calling us: 718.778.0226 or 877.4.MERKOS
Faxing us: 718.778.4148
Emailing us: orders@kehot.com

Please include contact information so we can have your order proccessed in a timely fashion.

 

NOTE: IF YOU PLACE A WEB ORDER, WE WILL NOT BE ABLE TO APPLY DISCOUNTS!