Shipping & Receiving

Thank you for choosing Kalita USA! Please notice: Standard operating hours are Monday- Friday (7:30am - 4pm PST) There is no shipping on weekends. UPS Expedited Service orders will generally ship out within 2-3 business days after the order is placed. Please be aware that all other orders may not ship for 3-5 business days. We are moving as quickly as we can and since your order is already in the works we may not be able to make any changes. You will receive a separate email after your order ships. Watch out for any merchandise that will ship separately as we do ship from several warehouses. To guarantee your order, all back ordered merchandise will be charged at this time and will ship as soon as they become available. You will not be charged additional shipping on backordered items. Contact our amazing customer support team at 800.459.5594 / 360.357.7781 or info@kalitausa.com if you have any questions in regards to these policies.

DAMAGED & MISSING MERCHANDISE MUST BE REPORTED WITHIN 3 DAYS OF RECEIVING YOUR ORDER 

  1. Prior to signing receipt of your shipment, carefully inspect the box or boxes for any damage. If you see damage you must mark the delivery receipt accordingly. It is recommended to take pictures of the outside of the box and the inside of the box. Then unpack the contents to ensure there is no concealed damage or missing items.

  2. Gather the following documentation:
    E-mail info@hearthgoods.com with the above documentation and we will be happy to work with the freight company to process a damage claim. Hearth Goods is limited to assist when working with your freight forwarder.

    • Hearth Goods Order Number
    • Freight Tracking Number
    • Photographs and description of damage

*NOTICE: UPS shipments include $100 insurance coverage. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs. The receiver is responsible to file an insurance claim with UPS. All shipments are DAP, unless otherwise noted. 

By selecting USPS Priority Domestic Shipping, you release Hearth Goods from responsibility for delayed shipments and loss in excess of $50.00. Insurance claims to damaged or lost items in excess of $50.00 will not be recovered. Hearth Goods is not responsible for lost or damaged items. Insurance in excess of $50.00 should be requested at the time of purchase. All shipments are DAP, unless otherwise noted.

RECEIVE INCORRECT MERCHANDISE? WE'LL MAKE IT RIGHT!

Contact our Customer Support team at info@hearthgoods.com and we will coordinate a reorder to ship the correct merchandise at no additional cost to you. We may also provide you with a prepaid return shipping label and request an immediate return of the incorrectly received merchandise. To avoid additional charges the incorrectly received merchandise must be shipped within 7 days of receiving the prepaid return shipping label. All regular return policies still apply. All merchandise must be returned unused and in original packaging in order to avoid being charged.

THE 365 GUARANTEE

Our goal is to offer the highest quality products within the specialty coffee trade. For most general merchandise, 365 days post purchase, we guarantee a full refund or replacement of defective products at no additional cost to you. Specific products and brands, including but not limited to commercial and domestic equipment, has a specified limited warranty and will be dealt with accordingly.

 

FREE SHIPPING $49

Free shipping is available on qualified orders over $49 that ship within the US - Alaska & Hawaii included. Just fill your cart with $49 or more of qualifying gear. Choose the “Free Standard Shipping” option when you check out. Does not apply to shipping costs that exceed $50, additional shipping charges, destination charges, or delivery fees.

DOMESTIC US SHIPPING METHODS

USPS First Class:
(13oz or less)

Delivery: 1-3 business days (not a guaranteed time frame).
Tracking: Yes, live tracking at www.usps.com.

USPS Priority:

Delivery: 1-4 business days (not a guaranteed time frame).
Tracking: Yes, live tracking at www.usps.com.

*NOTICE: By selecting USPS Shipping, you release Kalita USA from responsibility for delayed shipments and loss in excess of $50.00. Insurance claims to damaged or lost items in excess of $50.00 will not be recovered. Kalita USA is not responsible for lost or damaged items. Insurance in excess of $50.00 should be requested at the time of purchase. 

UPS Ground:

Delivery: 2-5 business days (not a guaranteed time frame).
Tracking: Yes, live tracking on UPS

 

UPS Express:
(guaranteed service consistent with the provisions of the UPS Service Guide):

  • Standard Overnight: Next-business-day.
  • 2 Day Air: Delivers in 2 business days
  • 3 Day Saver: Delivers in 3 business days
  • Saturday Delivery available for an additional surcharge, must be requested and verified
  • Tracking: Yes, live tracking on UPS

*NOTICE: By selecting UPS Shipping, you release Kalita USA from responsibility for delayed shipments and loss in excess of $100.00. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs. The receiver is responsible to file an insurance claim with UPS. Weather, natural disasters and other uncontrollable events can interrupt UPS transportation flow. Shipments delayed due to an uncontrollable event are not eligible for a refund or credit under the UPS policy.

INTERNATIONAL SHIPPING METHODS ONLINE

*NOTICE: Receiving customers are responsible for any applicable duties, tariffs, or taxes. Please do not ask us to adjust customs values or as we can/will not.

UPS International 
(guaranteed service consistent with the provisions of the UPS Service Guide):

  • International Priority: Typically delivers in 1, 2 or 3 business days. Service is available to more than 220 countries and territories, including delivery to major cities in Canada and Mexico typically in 1 business day and major cities in Europe and Asia by noon typically in 2 business days
  • International Economy: Delivery typically in 2-5 business days to more than 215 countries and territories
  • Tracking: Yes, live tracking on UPS

*NOTICE: By selecting UPS Shipping, you release Kalita USA from responsibility for delayed shipments and loss in excess of $100.00. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs, duties and taxes. Weather, natural disasters and other uncontrollable events can interrupt UPS transportation flow. Shipments delayed due to an uncontrollable event are not eligible for a refund or credit under the UPS policy.

International Orders via USPS:

First Class Package International: First-Class Package International Service is our most affordable international service for small packages. Send anything up to 4 lbs (cannot exceed $400 in value) to more than 180 countries. Delivery time varies by destination. Not a guaranteed service. Tracking: Yes, live tracking at www.usps.com.

USPS RELEASE OF RESPONSIBILITY DISCLAIMER:

*WARNING: By selecting USPS Shipping, you release Kalita USA from responsibility for delayed shipments and loss. USPS International is not reliable and we do not guarantee the shipment. Proceed at your own risk.

Kalita USA is not responsible for lost or damaged items. USPS shipping insurance should be requested at the time of purchase. The receiver is responsible for duties, taxes, and to file insurance claims for lost or damaged items. 

Weather, natural disasters and other uncontrollable events can interrupt USPS transportation flow.

 

OVERSIZED FREIGHT SHIPMENTS:

Please note that shipping charges online are estimated and do not take into account multiple packages, oversized packages or insurance. Actual shipping charges will be calculated when your order is processed. If there is a significant increase in shipping your order will be held and you will be contacted. We apologize in advance for any inconvenience this may cause you.

If your order is palletized, weighs more than 70 pounds, or measures more than 72 inches on the longest side, we may be required to ship via freight carrier. This means that your shipment will be delivered on a semi trailer and will thus require either a loading dock, forklift, and or optional lift gate delivery service. Please note, the average height of a freight truck bed is four feet off ground level, making it very difficult to unload heavy or tall items without a loading dock or forklift. Lift gate delivery service may be purchased at the time of order to ensure safe unloading at the time of delivery. It is the customer's responsibility to remove the product from the truck.

 

STANDARD FREIGHT:

Delivery transit times typically range from 3-7 business days after shipment. Transit times are estimates only and are not guaranteed. Standard delivery is designed for delivery locations equipped with a loading dock or forklift on-site. Additional delivery options, including lift gate delivery service may be purchased for an additional fee. Lift gate delivery service will not be included unless you request it with your order. After an order has been shipped we cannot change the delivery service while the truck is en route.

 

EXPEDITED FREIGHT:

Expedited shipments are guaranteed in most cases. Transit times vary for expedited delivery depending on the delivery location and the service level requested. Contact our customer service team at (800) 459-5594 to discuss expedited delivery options, including transit times and pricing. Expedited delivery is designed for delivery locations equipped with a loading dock or forklift on-site. Additional delivery options, including lift gate delivery service may be purchased for an additional fee. Lift gate delivery service will not be included unless you request it with your order. After an order has been shipped we cannot change the delivery service while the truck is en route.


*NOTICE: By selecting FREIGHT Shipping, you release Kalita USA from responsibility for delayed shipments and loss in excess of $100.00. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs. 

 

RETURNS & EXCHANGES

For our returns policy please visit this page.

 

CUSTOMER SERVICE

info@kalitausa.com

 

Frequently Asked Questions

WHERE IS MY ORDER?

For information about how your order will be shipped, please see above in the shipping section. Once your order ships, we will send an email and tracking number so that you can follow your shipment. If you need additional information about your order, please email us at info@kalitausa.com. Please include your order number with your inquiry. We will follow up with your status.

IS TRACKING AVAILABLE?

Yes! Visit the shipping carrier's website for live updates. You can also find the links to the carriers we use above. We will also send an email with your tracking number once your order ships - it will be a separate email from your order confirmation.

WHY YOUR ORDER MAY ARRIVE IN TWO OR MORE PACKAGES

Occasionally, we may need to send your order in two or more shipments. Shipping charges apply to the first package shipped. There are no subsequent shipping charges for the same order.

CAN I CHANGE OR CANCEL MY ORDER?

We move quickly so we may or may not be able to make any changes to your order. Contact us and we will do our best to help where we can.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Kalita USA accepts returns - unused or defective - up to 365 days from the time it was purchased. Return shipping is *free with a pre-paid UPS shipping label. You must get an RMA# by contacting our customer service department in order to acquire the free shipping label. Exclusions apply. Email info@kalitausa.com to request your RMA#.

HOW DO I CONTACT YOU?

You can email us with any concerns or questions you have at info@kalitausa.com. We will respond within 1 business day.

DO YOU OFFER FREE SHIPPING?

Free shipping is available on qualified orders over $49 that ship within the US - Alaska & Hawaii included. Just fill your cart with $49 or more of qualifying gear. Choose the “Free Standard Shipping” option when you check out. This does not apply to shipping costs that exceed $50, additional shipping charges, destination charges, or delivery fees.