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Questions

 

  • When will I get my items?

    Your Order Acknowledgement email will display a delivery date, and the Shipment Notification email will display your tracking number. To track your order, click the tracking number in your Shipment Notification email, or click the Order History button above. Items ship as they become available, and may deliver at different times. For more details, refer to the Shipping Help page.

  • How do I track my order?

    Once your items are in Shipped status, a tracking number is generated. You can click the Order Number on My-Orders page, then click on the Order History. You will see a tracking information on the comment section. Your items will ship as they become available. If you have multiple items on your order they may deliver at different times.

  • How do I cancel or edit my order?

    To cancel, please contact us. If you’re canceling an item that hasn't been shipped, you will get your money back same day. If your order was shipped you will need to go through return process.

  • How can I return an item?

    If you’d like to return an item, click Return Items to ship the item back to us. Once we receive your returned item, we’ll initiate your refund immediately. For more details, refer to the Returns Help page.

  • What are the different states of an order?

    1. Completed - We’ve received your order:
      We’ve received your order and will begin processing it soon! You can modify your order details once the order enters the processing status.
    2. Processing - Processing Items:
      We are processing your order now. You can modify your order details through online Order Status, or by contacting Kitehood Customer Service.
    3. Shipped:
      Your order has shipped! Your carrier tracking number will be updated in online Order Status and the carrier’s website within 24 hours.
    4. Pending:
      You have completed the checkout process, but haven't yet paid for the order.

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