Guest Service

 
Contact Us
Payment Options
Shipping Information
Free Shipping Promotion
Returns
Track Your Order
Cancel Your Order
Sales Tax
Gift Cards
Gift Wrapping
Holiday Delivery

 

Contact Us

Use our Contact Form or call us during business hours at 800-458-2616.

 

 

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Payment Options

  • Visa™, Master Card™, American Express™ and Discover™ credit/debit cards containing a billing address in the United States.
  • Kitchen & Company Gift Cards

Once authorized, funds are reserved for 7 days. Payment (transfer of funds) does not occur until the order ships. A receipt is included with each order.

Bulk Orders: We are happy to assist with bulk orders and a special order can be accomodated. Payment is required upfront with one of the above mentioned methods only. Shipping could take approximately 2-3 weeks depending on if the requested item in stock or not. Bulk orders may require additional cost of shipping. A guest service representative will notify you prior to charging your card if a difference is presented.

Invoicing: We do not accept "net payment" on our site. Payment is due upfront at the time of your order by one of the above mentioned methods, only. 

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Shipping Information

Kitchen & Company offers several delivery methods for your order including UPS Ground, UPS Second Day, UPS Next Day and USPS Priority Mail. Our shipping costs are based on the actual weight of your order and the destination. We use shipping tables provided by UPS and USPS to calculate the shipping cost during the checkout process.  Kitchen & Company does NOT drop ship orders. 

Most orders for in-stock items placed before 2pm EST ship the same business day. Orders placed Friday after 2pm EST typically ship on Monday. Please allow 1-2 days for order processing. Additional processing time may be necessary and we will contact you if this is the case. Please refer to your Status Update email for delivery details and tracking.

UPS Ground Transit Time
The following map is provided by UPS. You may use this as a guide to determine how long your package will be in transit.

 

UPS does not pick up packages on weekends.

UPS does not deliver to PO boxes.
If UPS is chosen and you have a PO Box as the Ship to address, the shipping method will be changed to mail and your shipping cost may be changed.

APO/FPO ADDRESSES MUST USE USPS SHIPPING
At kitchenandcompany.com, we are pleased to offer shipping to APO/FPO addresses. However, the following restrictions do apply to your order.

  • APO/FPO Shipments must be shipped via the US Postal Service, and packages must adhere to US Postal Service guidelines.
  • If UPS is chosen and you have an APO or FPO as the Ship to address, the shipping method will be changed to mail and your shipping cost may be changed.
  • Please remember that your service branch is responsible for getting your item to the final destination.


Product availability is subject to change without notice. Items ordered together will not necessarily be shipped together. We do not add additional charges if your items are shipped separately.

If an item is out of stock temporarily, we will notify you via email and ship the item when we are back in stock.

Express Shipping
We do offer express delivery, but remember to add processing time to delivery time. If you order an item to be shipped priority, we will make every effort to ship it within 1 day.

However, if you place an order on Saturday afternoon there will be a delay because USPS does not pick up on Sundays. The earliest the order will be shipped will be Monday.
Also, there is no weekend delivery on priority shipments so do not include Saturday and Sunday when calculating shipping times.

Remember to add time for UPS and/or US Postal Holidays as they do not pick up or deliver on these days.

If you need more information about shipping or product availability, please call us at 1-800 458-2616.

International Shipping
Currently we ship to addresses within the United States only. There is no international delivery available

Undeliverable Packages & Refused Package Fees
UPS & USPS charge return shipping for undeliverable or refused packages. This charge will be passed on to the customer; we are not able to absorb the charges. Examples of undeliverable packages include, but are not limited to, orders that have incorrect addresses, packages that are refused for any reason when delivery is attempted, packages left unclaimed at USPS/UPS office, or any other reason out of USPS/UPS’s control that results in the package being returned to us. Please be sure that the addresses are correct, the recipient knows the package is coming and that location is suitable for daytime delivery of packages. The cost of the return shipping will be deducted from the refund amount.

Bulk Orders: In the event you place more than 10 of a single item in your cart, you will receive a notification that this is a bulk order. Shipping charges may slightly increase on a bulk order. A guest service representative will notify you in those instances prior to charging your card.

 

 

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Free Shipping Promotion

When applicable, the following restrictions apply for free shipping.

  • Free shipping offer does not apply to bulk orders, commercial orders or reseller orders. These orders are subject to normal shipping fees.
  • Free shipping offer does not apply to cases of glassware and some other items sold in large quantities. Please view the product details for shipping restrictions.
  • Due to the weight and size of some items, there will be a surcharge applied to the order or the product will not qualify for the free shipping promotion. Please view the product details for shipping restrictions.
  • Valid for UPS Ground shipping to 48 contiguous states only.

 

 

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Returns

At www.kitchenandcompany.com, we believe in your complete satisfaction. If you are not satisfied with your purchase, we will credit your account or exchange the item. Simply return the item within 90 days of receipt with the enclosed return form for exchange or refund. Refunds will be issued in the same method as the order was paid. We'll refund the value of the item and any taxes you were charged. If your order had a free gift and you return the items purchased, the free gift must be returned or the value of the free gift will be deducted from your refund. Shipping charges on the original order are non-refundable.

Have a problem when you first receive your order?
In the unlikely event that your item has defects or damage when you first receive it, please contact us within five days of receiving your order. 

All clearance item sales are final.
 

Mail your return to this address:

RETURNS DEPARTMENT
kitchenandcompany.com
111B River Hills Road
Asheville, NC 28805

 

 

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Track Your Order

To see order status and tracking information for a specific order, click here and enter your order number and billing zip code. If you have an account, you will be able to view order status for current and past orders, plus maintain your account settings, wish list or registry.

 

 

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Cancel Your Order

If your order has not shipped, you may cancel it for any reason. Customers may cancel by calling 1-800-458-2616. Please have your order number ready for faster, more accurate service.

 

 

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Sales Tax

We operate stores in the states of New Hampshire, North Carolina, South Carolina, and Pennsylvania. We must charge applicable state sales tax on orders shipped to those states. Orders shipped to any other states will not be taxed.

 

 

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Gift Cards

Gift Cards can be redeemed in any of our stores, on our website and when placing orders by phone.

To redeem a gift card online or by phone, simply provide the unique gift card number and PIN. The PIN is located in the bottom right corner of the back of the card. Scratch off to reveal PIN.

To redeem gift cards in-store, provide the gift card that has been issued when checking out.

 

 

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Gift Wrapping

Gift wrapping is available for online orders only.

At checkout, please select the gift wrapping option. Gift wrapping is an additional $5 purchase. Our packaging is brown paper and comes wrapped with a festive ribbon.

 

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Guaranteed Holiday Delivery

Use this as a guideline. Customers on the east coast will receive their orders faster but we cannot guarantee that will always be the case. We will honor the dates below. As we receive updated information from UPS, these dates may change.

Thanksgiving: Thursday, November 24, 2016

  • Tuesday, Nov. 22 - Normal pick up & delivery. All UPS 2nd Day Air packages picked up today will be delivered on Friday, Nov. 25
  • Wednesday, Nov. 23 - Normal pick up & delivery. All UPS Next Day air packages picked up today will be delivered on Friday, Nov. 25. All UPS 2nd Day air packages picked up today will be delivered on Monday, Nov. 28
  • Thursday, Nov. 24 - NO UPS pick up or delivery (UPS HOLIDAY)

Christmas: Sunday, December 25, 2016

  • Wednesday Dec. 21 - Last day to order UPS 2nd Day Air packages to be delivered before Christmas. Order must be placed by 2pm EST.
  • Thursday Dec. 22 - Last day to order UPS Next Day Air packages to be delivered before Christmas. Order must be placed by 2pm EST.
  • Friday Dec. 23 -  Last day to order UPS Next Day Air packages (with Saturday delivery selected) before Christmas. Order must be placed by 2pm EST.
  • Sunday, Dec 25 - NO UPS pick up or delivery (UPS HOLIDAY)
  • Monday, Dec 26 - NO UPS pick up or delivery (UPS HOLIDAY)

New Year's Day: Sunday, January 1, 2017

  • Wednesday Dec. 28 - Normal pick up and delivery service. UPS 2nd Day Air packages picked up today will be delivered by Friday, Dec. 30 if ordered by 2pm EST.
  • Thursday, Dec. 29 - Normal pick up and delivery service. UPS Next Day Air packages picked up today will be delivered by Friday, Dec. 30 if ordered by 2pm EST.
  • Friday, Dec. 30 - Normal pick up and delivery service -- all packages will be delivered on Tuesday, Jan. 3
  • Sunday, Jan 1 - NO UPS pick up or delivery (UPS HOLIDAY)
  • Monday, Jan 2 - NO UPS pick up or delivery (UPS HOLIDAY)

 

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