Frequently Asked Questions
Our Response to COVID-19
For all information and updates to COVID-19, including store hours, and temporary closures, please see our COVID-19 Answers page here.
We are happy to help answer any questions you have. Please see below for most commonly asked questions.
Ordering Online
- Are your prices in Canadian or U.S. Dollars?
- How can I pay when I shop at KitchenStuffPlus.com?
- Can I order over the phone?
- How much does shipping cost?
- What if my transaction failed?
- What if my transaction has failed?
- I've placed my order – what's next?
- How long will it take to process my order?
- Once my order ships, when will I receive it?
- My order didn't arrive! What should I do?
- Will I be charged taxes, duty, or other fees?
- What is your return policy?
How can I pay when I shop at Kitchen Stuff Plus?
IN-STORE: We accept Cash, Interac Debit and these major card brands; Visa, MasterCard, Discover and China UnionPay. You can also use Kitchen Stuff Plus Gift Cards at any of our store locations, except our tent sales.
ONLINE ORDERS: Visa, MasterCard, Discover, and PayPal are available in our checkout. Note: PayPal orders with an "Unconfirmed Address" may be declined. At this time, Kitchen Stuff Plus Gift cards cannot be use as payment online.
INTERNATIONAL ORDERS: As of January 1, 2012, we only accept credit cards from Canada or the US. International payment methods are not accepted.
How much does shipping cost?
You pay only what our shipping company charges - we never charge extra handling fees!
When you provide a postal code on the shopping cart checkout page, you will receive our most accurate shipping rate quote based on the items in your cart. We send your postal code and the cubic volume and weight of your 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.
What if I need to change or cancel my order?
We are really sorry but we cannot currently modify or cancel your open once it has been placed. You are welcome to return it to any Kitchen Stuff Plus location for a refund (the regular Return Policy applies). And if you still have questions, contact Customer Service here.
How long will it take to process my order?
Under normal circumstances, your order will ship within 24 hours. 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 and Tracking page.
Once my order ships, when will I receive it?
We ship through Canada Post, and a local courier for deliveries in the Greater Toronto Area (GTA). For full details on processing times, please check our full Shipping and Tracking page.
I've placed my order – what's next?
When your order is shipped from our warehouse, you will receive an e-mail confirming your order was shipped. If your package was shipped with Canada Post, you will be provided with one tracking number per box shipped. If shipped by our local courier, they will contact you via email to let you know your package is on the way.
Delivery Attempts
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 received, 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 is 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 2 - 3 weeks for orders shipped to a Canadian address.
We cannot re-ship 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 (paid in full). You may return the first order once it is received.
Found Orders: will be delivered to you immediately and the investigation will be closed. No further action is required.
Undeliverable Orders (Shipping, Labeling or Other Sender Error): Will be returned to sender (us) and we will re-ship 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 re-ship your order on a case by case basis at the discretion 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.
What is your return policy?
At Kitchen Stuff Plus we're proud of our product quality, value and wide selection. 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 complete return policy here, including details on our clearance, seasonal and furniture items.
Do you accept manufacturer or competitor coupons?
We're proud of our product quality and our low, low prices. At this time we do not accept competitor coupons or manufacturer coupons, but we do have a price matching policy that can be viewed here.
How do I order furniture?
You can browse our furniture assortment online or in-store. Please note that as our furniture assortment grows, we unfortunately don't have space to keep all of it in our stores! We're happy to help order the items you're looking for to your nearest store.