We thank you for shopping American Kettle. We appreciate you and want you to have a great experience with us. Sometimes, things go wrong and we want that to be as painless as possible also. Here are some things you should know when you shop with us. By placing an order through americankettle.com you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
General Information: Stock Availability
We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all the items selected at the time of purchase. In this instance, we will fulfill the order for the available products and contact you about out of stock items; whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
Shipping costs are calculated during checkout. Payment for shipping will be collected at the time of purchase. This price will be the final price for shipping costs to our customer.
The Fulfillment of Orders:
General Processing Time: 1-4 Days
- 1 - 6 days for Domestic
- 2 - 9 days for International
- Shipping May be Delayed due to COVID-19
- Some items may require a longer delivery and it will be stated.
Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been processed.
As we are vigilant in our efforts to ensure authentic transactions and protect our customers, there is a 24hr - 48hr delay in processing your order. We use this window to verify funds and the transaction. You are able to cancel your order within this window without issue. However, once you order has been verified and the order is in processing, you can not cancel. If you no longer want the item, the return/exchange in question will be handled in accordance with our Returns & Refunds Policies.
Upon fulfillment, customers will receive a tracking code or link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service for next steps and/ or refer to our Returns & Refunds Policies.
Insuring Your Purchase
We offer shipping insurance at checkout through Route.
What Is Route? Route is shipping insurance that covers lost, damaged, or stolen items. Protect your order for $0.98 USD if the cart is less $100, or 1% of the cart value if the cart total is over $100.
When To File A Claim [Per Route]
- If your order is lost
An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered". As a general rule we consider two weeks past the estimated arrival date a "reasonable amount of time" for which a claim can be filed for a lost order.
- If your order is broken
If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away. These types of claims can be resolved Please remember to send pictures with your claim if your item is broken. Moderate to severe shipping damage is always covered.
- If your order is stolen
We consider a variety of factors to determine whether an order is considered lost or stolen such as: type of residence, whether or not the order was left on the doorstep, amount of time that has past since the order status changed to delivered. If your order has been reported as delivered but you have not received it, in some cases it will be delivered within a day or two. If after a few days you still have not received your order, this would be considered lost or stolen. Please file a claim as soon as you suspect that your order might be lost or stolen.
**** If you have purchased optional Route Shipping Insurance and you decide to return the item, please note, the insurance fee is nonrefundable!
There are certain Brands that only ship to our US Customers. If you are an International Customer and an item from your order falls into this category, you will be notified by email and a refund for that portion of your order will be refunded or exchange per your preference. All store policies still apply.
For all customer service or pre purchase inquiries, please email us here
Thank you for shopping American Kettle!