Frequently Asked Questions
How can I pay when I shop at Kitchen Stuff Plus?
Online orders: We currently accept Visa, MasterCard and PayPal. Sorry, we do not currently accept Visa or Mastercard Gift Cards, or KSP Gift Cards online.
PayPal Orders: We reserve the right to decline PayPal orders with an "Unconfirmed Address".
Please note: Because we do not accept international orders at this time, all credit cards and PayPal accounts must be issued to Canadian and American address.
In store: We accept Visa, MasterCard, Cash and Debit. You can also use Kitchen Stuff Plus
Gift Cards at any of our store locations.
Can I order over the phone?
For security reasons, we do not accept orders over the phone. If you're not sure how to order online, or need help to place
your order, we would be more than happy to walk you through the process. Please
contact us!
Can I send an order as a gift?
Yes! When you check out, you can choose to send the order to anyone in Canada or the US! You can also include a gift note
for free. Our packing slips do not include price details, so your recipient will never know what a great deal you got.
How much does shipping cost?
You pay only what Canada Post charges - we never charge extra handling fees!
When you provide a postal code on the shopping cart checkout page, you will recieve our most occurate shipping rate quote
based on the items in your cart. We send your postal code, and the cubic volume and weight of yor order to Canada Post,
and they provide the shipping quote directly to you. You will be charged the actual dollar value of the shipping quote displayed
during checkout.
Although we make every effort to ensure these quotes are accurate, we reserve the right to refuse orders with major discrepancies
between Canada Post's shipping quote, and our actual shipping cost.
For more details, please check our full shipping information page
page.
What if I need to change or cancel to my order?
As long as your order has not been sent yet, you can make changes or cancel your order any time by signing in to
My Account using the email and password associated with your order.
How long will it take to process my order?
90% of our orders are shipped within 1 business day. However, there are a few exceptions.
If your order contains items that are Backordered, Special Order, or Limited Availability, your whole order will be held
until these items are ready to ship.
If your order is flagged as a security risk, it will be held until we can verify the information in question.
For full details on processing times, please check our full Shipping
Information page.
Once my order ships, when will I recieve it?
Shipping times vary greatly depending on the level of Canada Post Service selected at checkout, the order destination and
other external factors.
Fastest case orders (local to the GTA, Express Post Service level) could arrive in 1 business day. Slowest case orders (shipping
to a rural USA address, US Expedited Service level, gets stopped at customs when crossing the border) could take up to 4
weeks to arrive.
For full details on processing times, please check our full Shipping
Information page.
Do I get a tracking number for my order?
When your order is shipped from our warehouse, you will recieve and email confirming your order was shipped, and providing
1 tracking number per box shipped.
You can track all of your orders by logging in to My Account.
What if I'm not home to recieve my order?
Canada Post will attempt to deliver your package once. If no one is home to sign for it, and there is no safe place to leave
the package, it will be delivered to the Canada Post outlet for your area. You are responsible for picking up the package
from this outlet.
If your order is not delivered successfully after one attempt, a paper Delivery Notice will be left for you. In case this
notice is lost or not recieved, you can also find out where to pick up your package by logging in to
My Account.
My order didn't arrive! What should I do?
Before calling to report your package missing, please check your order status by logging in to
My Account. If Canada Post attempted to deliver your order once, you may need to pick it up at your local Canada Post
outlet.
If there hasn't been an attempted delivery, and more days have passed than what's shown in the Expected Shipping Times section
above, please contact us right away. We will open an investigation
with Canada Post on your behalf. Canada Post investigations take up to 5 business days for orders shipped to a Canadian
address, and up to 30 business days for orders shipped to addresses in the USA.
We cannot reship or refund your order during this waiting period, as orders are usually found and delivered by Canada
Post. If you cannot wait for the investigation to be completed, you will need to place a second order (payed in
full). You may return the first order once it is recieved.
Found Orders: will be delivered to you immediately, and the investigation will be closed. No further action
is required.
Undeliverable Orders (Shipping, Labling or Other Sender Error): Will be returned to sender (us) and we will
reship it to you at no cost.
Undeliverable Orders (Address, Postal Code or Other Customer Checkout Error): Will be returned to sender
(us) and we will reship your order on a case by case basis, at the descretion of Kitchen Stuff Plus.
Orders Declared Lost or Stolen: On a case by case basis, we will either replace or refund your order, at
no additional cost to you.
Taxes & Brokerage
As required by Canadian law, taxes will be applied to your total order (cost of goods plus all shipping and handling). This
will be reflected in your order total at checkout. All applicable taxes will be charged based on the province your order
is being shipped to.
For orders shipping to the USA, your order may be chaged customs fees (taxes, duties, processing fees, brokerage fees, etc.)
at Canadian/US Customs. Unfortunately, we have no control over these fees, and we cannot estimate them for you in advance.
If you are not familiar with customs fees for cross-border shipping, please check with your local customs office or broker
for more information. We cannot issue refunds for customs fees, shipping or the cost of your order if you dispute the customs
fees against your order.
What is your return policy?
At Kitchen Stuff Plus, we're proud of our wide selection, product quality and value. If for any reason you're not satisfied with your online or in-store purchase, we offer a variety of refund and exchange options.
Please see our detailed return policy here.
