Frequently Asked Questions

ORDER & SHIPPING FAQ's

Find answers to most of your order, shipping and payment related questions. 

1. What type of payments do you accept?

   • We accept all types of credit cards - Visa, Mastercard, American Express. We make shopping easy through Paypal, Google Pay, Shop Pay and other convenient payment options. We don't accept cash or check payments.

2. Do I have to pay sales tax?

   • We are required by law to collect the appropriate sales tax & applicable city/county taxes on orders shipped within the state of Georgia. Tax is automatically calculated by our shopping cart at the time of checkout.

3. Do I need my order number for any queries?

   • Yes, your order number will help us identify your order correctly and help you with queries when in doubt. Please always mention your order number when reaching out to us with any queries.

4. How do I cancel my order?

   • In case you need to cancel your order, please email to orders@thekettlery.com with your order confirmation between Mondays – Friday 9 am to 6 pm. We can only cancel your order before it is shipped out from our facility. We generally are very prompt and ship out all orders within 1-2 days of confirmation so, please ensure you are able to request your cancellation if any within 2 days of placing the order.

5. What happens if I’m unable to cancel my order in time?

   • Unfortunately, if your order has already been shipped we cannot cancel your order. If your order items contain non-tea products, you can review our returns policy. 

6. Do you offer customization & gift wrapping?

   • We offer gift wrapping and some customization for gifting orders for an extra charge.

7. How soon will I receive my order once it’s shipped?

   • We use standard shipping service with UPS & USPS. Depending on your location you should receive your orders within 5-7 days of placing an order. You can always choose expedited shipping option for faster delivery.

8. Does shipping time include weekends?

   • We ship most of our orders within 1 to 2 business days. Due to Fedex, UPS & USPS shipping rules, weekends are not included in the shipping estimate.

9. Do you ship internationally? How can I place an international order from US?

   • Our US store only ships orders to North America, Canada & Mexico. To place international orders send us a note on info@thekettlery.com or go to our global site: www.thekettlery.com and get your order shipped to Europe, Africa, Australia, South East Asia, Russia and more.

10. When will my pre-order/back-order ship?

    • We try to be as prompt as possible in fulfillment of backordered or pre-ordered items. Our typical lead time for most back or pre-ordered items is 30-50 days. However, we cannot guarantee this for all pre-ordered products. We are very prompt in keeping you up to date with the status of your pre-ordered items with regular update email notifications. In case you cannot wait till the item is back in stock, you can always cancel your backorder by sending us an email with your order id and confirmation details on orders@thekettlery.com

11. Do you accept returns? What if I need to return my order?

    • Due to the perishable nature of our products we cannot accept returns for any tea or gift products containing tea. For any merchandise returns (tea accessories & tea ware) Please refer to our return policy.

For any additional information or questions, please fill out the form below or send us a note on contact@thekettlery.com