ORDER TERMS & CONDITIONS
ORDER PROCESSING
Ken Lee Co. specializes in made-to-order and customizable apparel.
Please review the policies below before placing your order.
Orders cannot be canceled or modified once they have been placed.
Standard turnaround time:
5–15 business days (approximately 1–3 weeks), depending on order volume.
Custom or personalized orders:
10–20 business days (approximately 2–4 weeks), depending on order volume and complexity.
Turnaround time begins once your order has been placed and payment has been successfully processed.
Please note that turnaround time refers to the production time required to create your order and does not include shipping time.
During high-volume periods such as product launches, holidays, and busy sports seasons, turnaround times may extend slightly.
We do not guarantee delivery dates, as shipping times may vary depending on the courier and destination.
Orders are shipped via Canada Post, UPS, FedEx, or Purolator, depending on location and package weight.
Estimated shipping time is 3–5 business days once your order has shipped.
Once your order ships, you will receive a shipping confirmation email with tracking information.
Priority shipping is available at checkout for faster delivery once your order has been completed.
Local pickup is available in Thorold, Ontario (Niagara Region).
Once your order is ready, you will receive an email with pickup instructions.
Pickup hours: Sunday–Monday | 9:00 AM – 9:00 PM
Local pickup orders must be collected within 14 days of the pickup notification email unless otherwise arranged.
PAYMENTS
We accept the following payment methods:
• Credit cards
• PayPal
• E-Transfer
If selecting E-Transfer, please send payment to:
Payment must be sent immediately after placing your order or the order may be cancelled.
Please include your name and order number in the notes section of your e-transfer so we can properly match the payment to your order.
Orders will not begin processing until payment has been received.
RETURNS & REFUNDS
Due to the made-to-order and custom nature of our products, all sales are final.
We do not offer returns, refunds, or exchanges.
Please double-check sizing, colours, customization details, and shipping information before placing your order.
CUSTOMIZATION RESPONSIBILITY
Customers are responsible for ensuring all customization details (names, numbers, colours, sport selections, etc.) are entered correctly at the time of purchase.
Ken Lee Co. is not responsible for errors submitted by the customer during checkout.
SIZING RESPONSIBILITY
Customers are responsible for reviewing product descriptions and sizing information before placing an order.
Ken Lee Co. is not responsible for incorrect sizing selections.
DEFECTIVE ITEMS
If your item arrives defective, please email ask.kenleeco@gmail.com within 3 business days of receiving your order.
Items must be:
• unworn
• unwashed
• in original condition
If the item is confirmed to be defective, a replacement will be issued for the same item and size, depending on stock availability.
If the item is no longer available, a store credit may be issued.
FINAL SALE ITEMS
The following items are final sale:
• custom or personalized items
• clearance items
• distressed bleach apparel
Because distressed bleach apparel is hand-bleached, each piece is one-of-a-kind and may vary slightly from product photos.
Returns will not be accepted due to differences in bleach patterns or distressing.
PRODUCT VARIATIONS
Colours may vary slightly due to lighting, photography, screen resolution, and device settings.
Apparel and design placement may vary slightly in size, placement, or colour and are not considered defects.
Ken Lee Co. is not responsible for damage caused by improper care, washing, handling, or incorrect sizing.
COLOUR DISCLAIMER
While we do our best to match team colours as closely as possible, exact colour matching cannot be guaranteed due to fabric variations, printing methods, lighting, and screen displays.
SHIPPING & ADDRESS DISCLAIMER
Customers are responsible for ensuring the shipping address entered at checkout is correct.
Ken Lee Co. is not responsible for packages returned due to incorrect or undeliverable addresses.
All shipments include tracking with delivery confirmation.
If your tracking information confirms that the item has been delivered but you cannot locate your package, please contact the shipping carrier directly.
Ken Lee Co. cannot be held responsible for packages marked as delivered by the courier.
Please allow 1–4 business days for tracking updates to appear.
EMAIL INQUIRIES
For additional questions please contact:
We aim to respond within 3 business days.
POLICY AGREEMENT
By placing an order with Ken Lee Co., you acknowledge and agree to the policies outlined on this page, including our turnaround times and final sale policy for custom or personalized items.