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.