Need Help Ordering? Looking for a great gift? Its easy to reach us by phone or email.
1120 Walnut Street Philadelphia, PA 19107
We do try to be thorough, so hopefully you’ll find an answer to your questions about customer service, shipping, and returns below. If not, please do not hesitate to contact us by phone at (215)829-4949 or email at firstname.lastname@example.org. We’re here every Monday – Sunday between 10 am and 6 pm EST.
HOW TO SHOP:
It couldn’t be simpler! Just use our product categories or the search function to choose the item you wish to order. Select the color or size (if necessary) and quantity, then click “add to my cart” to place the item in your shopping bag. Continue shopping or proceed to checkout.
Choose your preferred shipping method and enter your credit card information as it appears on the card. We accept Paypal, Visa, Mastercard, Discover, and American Express. Fear not – our site is 100% secure with SSL encryption and Verisign payment processing. That means that your information is safe with us.
The final review/purchase page will display your items, ship-to address, shipping method, and the total price. If something just doesn’t look right, click “change order” to return to your shopping cart. Got it perfect? Click “purchase” and your order will be sent to us for processing.
We suggest that you print the order confirmation page for your records. If you choose to ignore that suggestion, don’t worry – we’ll also send a confirmation notice to the email address you provided with your billing information. If you feel more comfortable speaking with us on the phone, you can call our retail store in Philadelphia. We’re here Monday through Sunday from 10am – 6 pm Eastern Standard Time. We’re happy to answer any questions you may have and we accept all major credit cards.
We bet you’re thinking Kitchenette is just a little one-off shop and we only hit the Post Office every third Tuesday. Not the case. Kitchenette is the little sister of Black Tie Formalwear/Tips Uniforms and they send shipments out all over the world via UPS, so we can process your shipment right here from our store. Your package is insured up to $100 (additional insurance may be required). A signature is required for all orders over $500.
Once we confirm that your merchandise is in stock, your shipment will begin processing. Orders placed on weekdays (excluding holidays) before 1 pm EST will be processed that day. Orders placed after 1 pm and on weekends or holidays will be processed the following business day (business day being Monday through Friday). For the fastest service, please call us with orders that require immediate processing and/or express delivery. Our retail store does get busy, so we're not always right in front of the computer. We do our best to provide you with a fabulous experience and that’s why if you call us at (215)829-4949, we promise to get right to it. This is the only way we can guarantee that express orders will be processed immediately.
We are unable to ship to PO Boxes. For customers shipping to Hawaii and Alaska, there are only 2 shipping options available: UPS 2nd Day Air and UPS Next Day Air Saver.
Domestic Shipping Times:
1. Next-Day Air (next business day after the ship date )
2. Second-Day Air (within three business days after the ship date)
3. Ground Service (within 3-10 days, and usually 3-7 business days after ship date)
A note to our International customers:
Your packages may be subject to the customs fees or import duties of the country to which your order is shipped. These charges are the responsibility of the recipient (please keep this in mind if you are purchasing a gift to ship directly from us). Customs authorities require us to state the value of the item directly on the form. Please contact your local customs office for more information.
Please note that all merchandise is listed and charged in U.S. dollars. Check with the issuing bank of your credit card for help in calculating the current exchange rate. All refunds are issued in U.S dollars. We do not account for changes in exchange rates and will not issue price adjustments based on fluctuations of exchange rates.
POLICY FOR RETURNS/ EXCHANGES:
We really want you to love our merchandise as much as we do! That’s why we make every effort to describe items as accurately as possible and why we encourage you to contact us with any questions before placing your order. However, things don’t always work out, so we’re happy to accept returns within 14 days of invoice date for a full refund, less shipping charges (please note that we are unable to refund or credit any shipping charges, ever). After 14 days and up to 30 days from the invoice date, items may be exchanged or store credit issued. All sales are final 30 days after the invoice date. We take care of returns the same day they come in, but please allow 2-3 days for your refund to process.
There are a few little caveats we must mention. All sale and clearance merchandise is final sale. So is food/tea/coffee. All returned or exchanged merchandise must be unused with all tags attached and in new condition. We will not accept any returned merchandise that has been used, worn, road-tested, or altered in any way. That said, we do stand behind our products and we will try to assist in any way we can. If you feel that a product is defective at any point after purchasing from us, please call us directly at (215)829-4949. We will do our best to help you find a solution or contact the manufacturer for a replacement whenever possible.
HOW DO I MAKE A RETURN OR EXCHANGE?
The first thing you should always do is call or email to let us know it’s coming. Then, pack and securely seal the merchandise with the original packaging, if possible. Please include the original invoice inside the package. Please ship your package via a carrier that requires a signature upon delivery. Delivery confirmation might seem adequate, but that just means it was dropped off on the step. We are not responsible for any packages that we can not confirm as received by someone in our retail store. We also highly recommend that you insure your package. We can not take responsibility for packages that we do not ship ourselves.
Please address returns and exchanges to: Kitchenette 1120 Walnut Street Philadelphia, PA 19107 Attn: Returns Department
We try to keep our site updated to reflect the inventory available in the store. However, items may occasionally be backordered. If an item you have ordered is backordered, we will contact you to let you know when the item will be available to ship. We know you want your stuff as soon as possible, so it is our policy to ship the balance of the order immediately and ship the backordered item separately when we have it, unless otherwise instructed.
Prices may vary and are subject to change at any time. All orders are subject to availability. Kitchenette makes no representations or warranties regarding the accuracy, reliability, or completeness of the content of this site. Kitchenette is not liable for any indirect, special, incidental, or consequential damages and the total value of any liability shall be strictly limited to the dollar amount of the purchase invoice, less shipping, additional charges, and special services. We reserve the right to change information and content on this site at any time.
FREQUENTLY ASKED QUESTIONS:
Can I place an order by phone? Absolutely! Just call us at (215)829-4949 during our regular business hours of Monday through Sunday, 10 am – 6 pm EST. We’re happy to take orders over the phone and can offer personalized suggestions and answer any questions you may have.
Do you offer gift wrapping? Yes, we do. We can wrap your package in our beautiful matte silver wrapping paper with turquoise logo ribbon. All you have to do is ask.
Can I special order items in other colors or sizes? Well, that depends. If the manufacturer makes it, we will do our best to get it for you. Special orders are best handled by the knowledgeable staff in our retail store. Please call (215)829-4949 during our regular business hours of Monday through Sunday, 10 am – 6 pm EST.
Why is my order on hold or cancelled? If your order status changes to “on hold” or “cancelled,” we will contact you within 48 hours. Possible reasons for this include backorders, items that have been discontinued by the manufacturer, or a declined credit card.
I added an item, but now you say it's sold out - how did that happen? Kitchenette is hosted by Yahoo Store, which has a lot of fantastic features. However, it does not allow for real-time automatic inventory updates. That means we have to manually update product availability, so occasionally an item will show as available when it is not.
Do you refund shipping charges? Unfortunately, Kitchenette is not able to refund shipping charges, nor do we pay for return shipping.
I was shipped the wrong style/color/size - what do I do? If the item you received is not the color, style, etc. that you ordered please contact us within 3 days and we will correct our mistake. This is the one and only case where the return shipping is on us (meaning if what we sent is not what is actually on the invoice).
The product I purchased is defective, what now? If you believe you have received defective merchandise you must notify us within 3 days to be eligible for replacement or a refund. There are no exceptions. After 3 days, we will do our best to help get you in touch with the manufacturer. Many of our manufacturers offer product warranties, but Kitchenette does not offer any additional warranties or guarantees on any products.