Has my order shipped?

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

My order never arrived or is missing product.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving your order.

When will my backorder arrive?

Our fulfillment team will generally contact you with a delivery time if there is a backorder on your order. If there is a delay in shipping your order, you can contact customer service for assistance.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

How do I create an account?

1) Click the "My Account / Order Status" link at the top right side of our site. 2) Enter your email address. 3) Select "I am a new customer". Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

Do you ship to my country?

Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. Currently we ship to Canada and the United States.

What is the return policy?

If you are not 100% satisfied with your purchase, you can return your order to our warehouse for a full refund. With KitchenVirtue.com's 90 day return policy, there are no special catches or exceptions. All we ask is that you send the items back to us in the original packaging, and make sure that the merchandise is in the same condition.

Return With KitchenVirtue.com - It's Easy:

•You can return your purchase for up to 90 days from the purchase date.

•Products must be in the condition you received them and in the original box and/or packaging.

•Once your return is received and inspected by our warehouse (usually within 24 hours of receipt),your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 1-3 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Freight Policy for Canada and United States

For Canadian* Customers

-> Orders over $99 up to 25 pounds - Free Ground Shipping
-> Orders under $99 up to 25 pounds - $8.00 Flat Rate Shipping
-> Orders over 25 pounds - Discounted freight with Canada Post

For American** Customers
-> Orders over $99 up to 5 pounds - Free Ground Shipping
-> Orders under $99 up to 5 pounds - $15.00 Flat Rate Shipping
-> Orders over 5 pounds - Discounted freight with Canada Post / USPS

*applies to shipping within certain areas of Canada only. Additional freight charges will be billed on all shipments for extreme outlying regions. These include the Yukon, NWT & Nunavut - postal code range of X0A - X9Z-9Z9 & Y0A - Y9Z-9Z9. If your order is being shipped to one of these locations, you can place your order now and we will email you an updated freight quote before proceeding with your order.

**applies to shipping within certain areas of the United States only. Additional freight charges will be billed on all shipments for extreme outlying regions. These include Alaska, Hawaii, Puerto Rico, APO, FPO and DPO locations. If your order is being shipped to one of these locations, you can place your order now and we will email you an updated freight quote before proceeding with your order.

Do I have to pay sales tax?

Canadian clients:
The following taxes apply to your specific ship-to province:
Alberta - GST (5%)
British Columbia - HST (12%)
Manitoba - GST (5%)
New Brunswick - HST (13%)
Newfoundland and Labrador - HST (13%)
Nova Scotia - HST (15%)
Northwest Territories - GST (5%)
Nunavut - GST (5%)
Ontario - HST (13%)
Prince Edward Island - GST (5%)
Quebec - GST (5%)
Saskatchewan - GST (5%)
Yukon - GST (5%)

American clients:
Sales tax does not apply to any orders from the United States.

I have a question on my charges.

Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will cannot process your order until we receive payment from you. Currently, we accept Visa, MasterCard, American Express and PayPal.

How do I find my product?

To find the product(s) you're looking for, you may use the navigation menus on the top of our website or type a keyword into the SEARCH box at the top right of our website. If you have any trouble locating a product, feel free to contact customer service for assistance.

I need a copy of my receipt/invoice.

Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Once your return is received and inspected by our warehouse, (usually within 24 hours of receipt) your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 1-3 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

When will my credit card be charged?

Your credit card will be pre-authorized immediately when you place your order with KitchenVirtue.com, but will only be charged when your order ships. ** effective Jan 10, 2011 - we're currently using a different payment processor that does not provide us the option to pre-authorize and then charge an order. Due to this limitation, all orders will immediately be charged to your credit card. This does not affect your ability to change or cancel an order before it goes into the processing stage. We apologize for the inconvenience and we're working on resolving this issue.

How do I request a Price Match?

KitchenVirtue.com is committed to providing the most competitive pricing in the industry. If you find a better price than our listed price, please apply for a Price Match by contacting our customer service team with the following information:

1. Product name and/or part number,
2. Competitor's proof URL, and
3. Competitor's price.

PLEASE READ AND COMPLY WITH OUR PRICE MATCH RULES, as follows:
1. Competitor must have product in stock,
2. Competitor's price does not include mail-in rebate,
3. Competitor's proof URL must be provided and valid, and
4. Competitor's shipping charges must be the same or less than our flat-rate shipping.

Please allow 24-48 hours for a response.

How do I buy/redeem a gift certificate?

To purchase a gift certificate for someone, click here.

How do I use a coupon?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

Contact Us

KitchenVirtue.com
106-235 Menten Place
Nepean, Ontario, K2H 9C1
sales@kitchenvirtue.com