We accept returns for 30 days after the order has been received. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund. To be eligible for a return, your item must be unused and in the same condition that you received it.
Please do not send your purchase back without a return label which we provide for free. Your account will be refunded once our warehouse processes your returned order.
We do not refund the shipping fees but do provide a prepaid return shipping label. Refunds can only be applied to the original payment methods.
To make a return, please visit our Returns Center.
You will need access to a printer to print your return label. Please contact us if you would like us to send you a label via snail mail.
If you need help, the best way to contact us is to submit a request.
You may also call our phone number at (415) 857-0024.
Our Phone Support hours are between 7:00 am and 4:00 pm PST, Monday through Friday. If we are unable to answer, please leave a voice message with your name and the reason for calling and we will call you back as soon as possible.
Late or Missing Refunds
Once the return has been processed into the warehouse, on average, it will take at least 2 to 3 days for your refund to be processed by your bank but processing times do vary.
Processing time into the warehouse does vary but it takes about a week on average after the carrier delivers the package to us.
If you haven’t received a refund yet, check your bank account again in another couple of days. Then, if your refund hasn't shown up within a week of being told your account has been refunded, contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We replace items if they are defective or damaged. If your order is damaged, please take a picture. Send us an email at firstname.lastname@example.org
The time it will take for your replacement to reach you, will vary depending on where you live.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received, the credit will be applied to your account.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to his or her own address to give to you later, we will send a refund to the gift giver.
We do not refund the shipping fees but do provide a prepaid return shipping label from our returns center: https://kettleandfire.returnly.com
If you are shipping an item over $75, you should consider using a trackable shipping service (our return label is trackable) or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.