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Our Policy for Returns, Exchanges, and Replacements
All purchases through Kato Baking Supplies will are subject to the following policies:
- If a customer is looking to return, exchange or receive a replacement for a missing or damaged item, the custom MUST contact Kato Baking Supplies Customer Service within 14 days of the delivery date listed in their tracking information.
- Non-damaged items will be accepted to return/exchange (this excludes any items used improperly or not used for their intended purpose). Return information will be provided by Kato Baking Supplies Customer Service after return/exchange is approved.
- Any Returns NOT approved by our Customer Service team will not be accepted for refund or exchange.
- THE BUYER will be responsible for return shipping.
- RETURNS FOR REFUNDS: Once the item(s) is(are) returned to us, a refund will be submitted back to the payment method originally selected. THIS AMOUNT DOES NOT INCLUDE ORIGINAL SHIPPING OR RETURN SHIPPING PAID.
- RETURNS FOR EXCHANGE: Once the item(s) is(are) returned to us, the item(s) you chose for exchange will be calculated subtracting the amount paid for the original item(s). THIS AMOUNT DOES NOT INCLUDE SHIPPING.
- Damaged items are NOT eligible for return/exchange. Please be sure to contact Kato Baking Supplies Customer Service within 14 days of the delivery date of their item(s) if the item(s) is(are) received broken/defective/incorrect/missing to be eligible for a replacement. Items not properly used or not used for their intended purpose will NOT be eligible for replacement.
***RESTRICTIONS TO RETURNS POLICY***
For returns of $80.00 USD or over you will be charged a restocking fee of 25% per order.
This reshipment policy applies to packages lost in the mail (tracking information is not updated within 2 days of shipment ***due to delays in updates on tracking information, we will not be offering reshipments until the full estimated ship time has past, please see our shipping policy for more information***), substantially delayed (has not been marked as delivered within 3 days of its estimated delivery date) ***delivery dates substantially delayed during COVID-19, please see our shipping policy for more information***, or stolen (package was marked as delivered but has not arrived at your local post office or been found with your neighbors).
Customers MUST contact us no later than 1 month (30 business days) from the ship date to be eligible for reshipment (for orders made with an invalid address that needed approval you will be required to pay the shipping fee again).
To reship your package you will be required to confirm your shipping address again. Please be sure this information is correct as a second reshipment for the same order will require a new shipping address. Keep in mind that all of our products are MADE TO ORDER and will still require 24-72 hours to process your reshipment. The reshipment will be made using the same shipping service originally paid for (SEE OUR SHIPPING POLICY FOR MORE INFORMATION ON SHIP TIMES). We do NOT offer overnight shipping.
***ALERT: DELAYS EXPECTED ON ALL SHIPPING SERVICES*** Due to COVID-19 restrictions on transportation, an increase in mailing rates, and a change in operations by the newly appointed Postmaster General we have been seeing an increase in delays for all of the shipping services we currently offer. Although our Return/Exchange/Replacement Policy will remain intact, our time frame will be extended on estimated ship times. We ask that our customers submit their orders with a significant amount of time in advance as there are no guarantees on our service delivery dates.
For further information on the above mentioned delays, please see the following links:
All items listed are in USD and will be shipped from Nevada in the United States. Our normal processing time for orders is 24-72 hours from purchase (does NOT include weekends).
We ship all orders in the US using the United States Postal Service.
USPS First Class Mail – Estimated to deliver within 3-5 business days *delayed to 4-6 business days*.
USPS Priority Mail – Estimated to deliver within 2-3 business days *delayed to 3-4 business days*. This service will place your order at the front of our processing line.
We are not offering overnight shipping at this time.
We have two options for International orders:
UPS Mail Innovations – Estimated to deliver within 13-21 business days *delayed to 6 weeks (not including weekends)*.
USPS First Class International Mail – Estimated to deliver within 10-18 business days *delayed to 6 weeks (not including weekends)*. This service will place your order at the front of our processing line.
***Due to persistent delays and restrictions in transportation during COVID-19, we are currently unable to ship to the following countries:
As of 10/25/21: Afghanistan, Bhutan, Brunei, Central Africa Republic, French Guiana, Guadeloupe, Martinique, Mayotte, Reunion (Bourbon), Saint Pierre and Miquelon (Miquelon), Syria, Turkmenistan
As of 4/17/20:
Algeria, Angola, Antigua & Barbuda, Argentina, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bolivia, Bosnia and Herzegovina, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Cayman Islands, Chad, Chile, China, Colombia, Cook Islands, Costa Rica, Cuba, Curacao, Democratic Republic of the Congo, Dominican Republic, Ecuador, Egypt, Estonia, Ethiopia, Faroe Island, Fiji, French Polynesia, Gambia, Ghana, Grenada, Guatemala, Guinea Bissau, Guyana, Haiti, Honduras, Hong Kong, India, Iraq, Israel, Jamaica, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mauritania, Mauritius, Moldova, Mongolia, Montenegro, Morocco, Mozambique, Nepal, New Caledonia, New Guinea, Nicaragua, Nigeria, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Republic of the Congo, Rwanda, Samoa, Senegal, Seychelles, Sierra Leone, Slovakia, Slovenia, Solomon Islands, South Africa, South Sudan, Sri Lanka, St. Marten, Sudan, Suriname, Swaziland (Eswatini), Tajikistan, Tanzania, Thailand, Timor-Leste, Tonga, Trinidad & Tobago, Tunisia, Turks & Caicos, UAE, Uganda, Uruguay, Vanuatu, Venezuela, Yemen, Zambia, Zimbabwe
***PLEASE SEE ABOVE FOR CURRENT COVID-19 DELAYS/DISCLAIMERS***
**Processing times may be affected by holidays/availability of an item/custom order approval/changes made to an order during processing/orders over 50 items**
**Since these services do NOT guarantee their ship times, neither can we. Purchasing does NOT guarantee it will get there in time and it does NOT come with a money-back guarantee.**
Visit the Priority Mail page on USPS.com to read their policy on priority shipping, as they do not guarantee the 2-3 day service either.
This is an excerpt from their site:
“In most cases, the expected delivery date printed on your receipt or provided at checkout will reflect a delivery time of 1, 2 or 3 business days and is based on origin, destination and drop-off time. The expected delivery date does not come with a money-back guarantee.”
In regards to international shipping, tracking may or may not be available once your package has been handed over to your local postal service. Please go off of our estimated delivery time for your shipping service or contact us for more information on when you should be expecting your package.
*We require all customers with orders going to Mexico, Cyprus, South Africa, and Iran for consent to ship there due to packages typically getting lost in transit.*
If your package has not arrived within the estimated time, we strongly suggest checking in with your neighbors to see if any have received your package by accident and your local post office as they sometimes hold packages for pick up (not by our request). Please contact us if your package has not arrived within that time and you have already checked with your neighbors and the post office so we may promptly address the issue. PLEASE NOTE: You MUST contact us no later than 1 month (30 business days) from the ship date to be eligible for reshipment (for orders made with an invalid address that needed approval you will be required to pay the shipping fee again). SEE OUR RESHIPMENT POLICY FOR MORE INFORMATION (located in our Return Policy tab at the bottom of this page).