Shipping Policy
All of our orders are being shipped from Kitchao. We made as many happy customers as many orders we shipped. You simply have to join our big family.
We ship to most countries worldwide, for all domestic and international packages. While we strive to deliver goods in the time frame we specify, we cannot guarantee or accept liability for deliveries made outside of this time frame. As we rely on third-party shipping companies to facilitate our customer deliveries for us, we cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
All orders will take approximately 3-5 business days to process. Our shipping time is usually within 7-10 business days to the USA, and 12-15 business days to other countries. However, it may take up to 20 business days to arrive depending on your location and how long it takes to get through customs. Kindly note that the delivery time will vary during holidays or limited edition launches.
We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges incurred.
Shipping Options
Free Shipping: With our Standard Free Shipping we ship within the United States & Internationally via USPS or FedEx depending on your location. Free shipping does not come with any additional order insurance or warranties on the items shipped. However, both USPS and FedEx does offer insurance on orders shipped therefore for example if your local delivery driver was to make an error with the delivery of your order. You would then need to file a claim with USPS or FedEx to be properly compensated for USPS or FedEx's mistake.
Plus Shipping: With our Plus Shipping option we ship within the United States & Internationally via USPS or FedEx depending on your location. Plus Shipping comes with our Insurance Package. With Plus shipping if something was to happen with your order during the delivery process we will then deal with the claim of your item(s) with USPS or FedEx for you and immediately tend to your loss via reshipping out your order again or refunding. Rather or not we refund or ship new items depends on the circumstances of the order and is at our discretion.
Premium Shipping: With our Premium Shipping option we ship within the United States & Internationally via USPS or FedEx depending on your location. Premium Shipping comes with our Insurance Package and 1 year warranty protection on the item(s) ordered. Our insurance package with premium shipping is the same as described with plus shipping. Our 1 year warranty protection offers you malfunction protection on all electronics in our store. If an electronic item you buy from us was to suddenly stop working within 1 year of purchase and you didn't damage the device yourself contact us ASAP and let us know what happened and we will request you send the order back to us and we will immediately send you a new item(s) at no cost.
How long will my order take to arrive?
Orders are processed and prepared to be shipped within 2-5
business days. Delivery times may take 1-3 weeks(business days)
from the time of purchase to shipping your order worldwide unless it
is specified in the product description. Sometimes we have special
sales with priority shipping e.g. 3-8 days shipping. Shipping times
can be found in the product description on all products as well as
shipping times sometimes vary depending on the item in particular.
How does shipping work?
Kitchao works with global merchants and top quality handmade
artisans in order to provide you with the best prices and the most
awesome innovative products. This means that your order is shipped
from all over the world. Our shipping methods for the majority of our
shipments are USPS and FedEx.
Because we ship directly from our partners and a lot of our products
are in high demand, your item(s) may take 1-3 weeks(business days)
to arrive. If you buy different items it is possible that you will receive
more than one package.
Please do not worry if it does not show up immediately. We provide
tracking numbers with every number as well.
24/7/365 ticket and email support is conveniently offered to you, We
are always only one email away and offer very fast response times.
Please contact us if you need assistance, we are here for you.
Returns
How can I return an item?
Refer to our Return Policy here. If you need further assistance, please send
us an email at support@kitchao.com
IMPORTANT: All of our orders are being shipped from Kitchao and we do not take responsibility for any kind of disease.
Note 1: We are not responsible if a package is undeliverable because of missing, incomplete or incorrect destination information. Please enter the correct shipping details when checking out. If you realize you have made an error in your shipping details, kindly e-mail us at support@kitchao.com as soon as possible.
Note 2 : Every country has a tax threshold: the amount where a person begins paying taxes on an imported item. Taxes and duties vary for every item in every country and it should be paid by the customer.
CHANGES ON ORDERS
Buyers are allowed to make changes to orders placed, within 24 hours of making their purchases and before the orders are fulfilled. Additional charges will be incurred by the buyers for any changes made to the orders after 24 hours of making their purchases.
Buyers are not allowed to cancel their purchases after the orders are placed.
RETURNS POLICY
You must request a return within 14 days of receiving your order.
Process for returning an item :
1. Make sure it meets the criteria for a valid return
2. Send us a message at support@kitchao.com indicating the intent to return the item. Please include the following in the email :
• Photo/video of the item depending on the item
• Tags and labels attached
We will respond you on a business day within 24 hours and assist you in processing the return of the purchased item.
If your return request is accepted, you should return back the item(s) within 7 days.
• Please ensure that if you are returning product(s), they should be in perfect condition, unused, unwashed and with their original packaging (if applicable)
• Buyer is responsible for return shipping cost
• Original shipping charges will not be refunded
As soon as we receive the item as-shipped condition, we will refund you the purchase price and inform you via email.
ACCEPTABLE RETURN REASONS
Your return can only be approved based on the following reasons:
Reasons
Description
Objective reasons
Damaged
The product is damaged in delivery
Defective
The product does not function as described in its manufacturer specification
Incorrect/wrong item
Not the product the customer ordered (e.g. wrong size or wrong color)
Missing items/parts
Missing items/parts as indicated in the packaging
Does not fit*
A customer receives the size that was ordered but it does not fit*
Website error
The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)
RETURNS & REFUNDS
OUR 7-DAY MONEY BACK GUARANTEE
kitchao.com guarantees that any item bought from us will be refunded within 7 business days, post-purchase money-back guarantee.
Request Refund
If you are eligible for a refund in accordance to refund reasons stated above, you can request a refund in “My Account > Orders” or you can use the link given below:
My Account
Choose an item or the entire order and click on “request refund” button. Let us know that you would like a refund, with a clear explanation of why you are not satisfied with the delivery and upload images or any other supporting materials. We would like to know where things went wrong or how we can improve customer satisfaction and work experience. Each issue will be investigated within 1-2 business days. As a result, the customer will receive an email, if the customer is eligible for a refund, then the refund will occur in accordance with our refund policy stated below.
TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND
Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 10-15 business days from the date we receive the tracking information of the returned item.
Refund option: customers who have requested for refund can expect to receive it within the following time frames:
Payment Method (at the time of purchase)
Refund Option
Refund Lead Time (to see the amount on your bank statement)
Credit card / Debit Card
Credit / Debit Reversal
Paypal
Paypal reversal (if Paypal balance)
5-7 business days
Credit reversal ( if Paypal is linked to a credit card)
5 to 15 banking days
Note: The amount may be reflected in your next billing cycle
Debit reversal ( if Paypal is linked to a debit card)
5 to 30 banking days(Depending on your issuing bank)
Note: The amount may be reflected in your next billing cycle