Order Status

How do I track my order?
Once your order has shipped, you will receive an e-mail with tracking information.

How do I cancel my order?
To cancel an order you can contact us at service@kittamor.com. If your order has already been shipped then you will be charged the cost of return freight and a 20% restocking fee**. If your order has not been shipped but payment has already been processed then you will be charged a $25 processing fee.

**The restocking fee covers the costs that we have incurred during the fulfillment of your order, including but not limited to merchant processing fees, wages, transportation fees, inventory shortage and materials.

An item is missing from my order.
In most cases notification of out of stock items will be sent to you prior to shipping or payment processing. If you received a notice of out of stock then the items will be automatically placed on backorder status. Backorder items will never be shipped without your confirmatiom. If items are missing from your order without your consent then please contact us at service@kittamor.com.

Backorders
You will be notified if an item is not available. We will do our best to give you a estimated delivery date. If you prefer not to ship backorders then please notify us as soon as possible. Additional shipping charges may apply for backorder items.

My order never arrived.
Once your order has shipped, you will recieve an email with the tracking information. Please contact the freight company to track your order. If you need assistance we are more than happy to help you.

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My Account

Why do I need to create an account?
In order to provide you the best prices possible we need to know more about your type of business.

Why do I need to provide my company's Tax ID number?
Wholesale purchases are exempt from state and federal sales tax. Therefore in order to process your order we must first verify that you are purchasing for a legitimate retail establishment/distributor for the purpose of resell.

How do I create an account?  

1. Click the "Member/Register Now" link.
2. Fill out the form to the best of your ability.
3. Click SUBMIT.

How do I edit my account information?  
Click the "Login/Register" link at the top right hand side of our site to edit your account information.

I forgot my password.  
Click the "Login/Register" link at the top of our site. Under the login box you will see a link that says "Forgot your password?" Enter the email address registered under your account and a password notification will be sent to you.

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Shipping and Returns

How much is my shipping?
Shipping can be arranged through our courier freight service or through freight service provided by you. Unless previously agreed upon, all freight charges are to be paid by you. If shipment is to be routed through our freight service then all freight charges will be calculated and sent to you for confirmation prior to payment processing. If the order is picked up using freight service you requested then it is assumed you have pre-approved the shipping costs with your freight provider.

When will my order ship?  
If your account is approved then order processing will take 3-5 business days. If you are a new customer then order processing may take 5-10 days while your account is reviewed for approval. If you require expedited account approval or shipping then please contact us at orders@kittamor.com. We do not ship on weekends or holidays.

Do you ship to my country?  
Currently we only ship within USA and Canada. Many of our customers arrange shipping to consolidation points in Los Angeles or Miami for export to Latin America or Caribbean.

I received the wrong item(s).
Please see below.

How do I return an item(s)?
If you purchased the item from a retail store then please follow our returns procedure under our warranties section here.

If you have an account with us and part of your order was damaged during shipping or you received the wrong item than what you had ordered, please contact your account representative or email us at service@kittamor.com. Please provide your invoice number and a detail description of the error.

My order was damaged during shipping.
If there is physical damage to the shipping carton and if the order was shipped using your courier/trucking account, then please contact them to file a damage claim.

If the order was shipped using our courier/trucking account, please email us with photos of the damaged shipping carton and as much information as possible for us to file a claim on your behalf.

All freight damages must be reported within 24 hours of receipt.

In most instances damage claims without physical damage to the shipping cartons will be processed as manufacturer's defect. Please contact your sales representative or email service@kittamor.com with your claim. After the damage is confirmed, a credit memo will be issued to you.

Refused or Returned Packages  
Once the order has shipped it is considered to be a completed transaction. Refusing a package/shipment does not entitle you to full refund. Refused packages/shipments are subject to a 20% restocking fee** plus the cost of shipping and handling.

**The restocking fee covers the costs that we have incurred during the fulfillment of your order, including but not limited to: merchant processing fees, wages, transportation fees, inventory shortage, and materials.

Return Policy  
All returns must be pre-approved. To obtain approval please contact us at service@kittamor.com for a Return Merchandise Authorization number (RMA number).

1. Merchandise must be returned within 30 days from shipment date of goods.
2. Written authorization must be obtained. No merchandise will be accepted without a proper RMA number.
3. All returned products must be in the original clean unblemished package (no price stickers or markings). Custom imprinted items are not returnable.
4. You are responsible for the cost of shipping of returned goods and exchanges. If it was our error then we will arrange the goods to be picked up with our courier service.
5. RMA number must appear on all paperwork and on the outside of each box or pallet.
6. Freight damage must be reported within 24 hours of receipt of goods.

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Disclaimer & Privacy Policy

By using or accessing this website you signify your acknowledgment and assent to the Privacy Policy set forth below. If you do not agree to this policy, please do not use this website. Company can revise this policy at any time by updating this posting, and your use after such change signifies your acceptance of the changed terms. Please check these terms of use periodically for changes.

Orders
When you place an order for a product, we need to know your name, e-mail address, mailing address, credit card number and expiration date. This personal information is required so that we can process and fulfill your order, send an order or shipping confirmation, as well as notify you of your order status. All Internet transactions with Kittamor are performed on a secure server that encrypts your credit card information to ensure it is not read by unauthorized third parties.

Kittamor Mailings
If you provide us with personal information, and choose to join a email list, we will place you on our list to receive e-mail regarding product updates, special offers, important issues and new products. If you would like your email address removed from our database, please send an email to service@kittamor.com and type the word "Remove" in the subject line.

Use of Personal Data
Personal information provided by users who are 13 or more years of age may be used for marketing and promotional purposes only by Kittamor International and its subsidiaries and affiliates. Kittamor does not rent, sell or otherwise distribute to third parties, your personal information entered on this site without your consent, unless required by law or as disclosed to you when the information is collected. If you do provide us with consent to share your information with other companies, we may share your information with companies who offer products and services that may be of interest to you. These companies may then contact you directly with product or sample offers, personalized offers and information, or to ask for your feedback on products and programs that they think may be of interest to you. While we use all reasonable efforts to safeguard the confidentiality of your information, Kittamor will have no liability for disclosure of any information obtained due to errors in transmission or the unauthorized acts of third parties. Kittamor also reserves the right to change or update this policy, or any other policy or practice, at any time, with reasonable notice to users of its website. Any changes or updates will be effective immediately upon posting to the Kittamor site.

We may share statistical or aggregated non-personal information about our users with advertisers, business partners, sponsors and other third parties. This data is used to customize Kittamor website content and advertising to deliver a better experience to our users.

Cookies and IP Tracking
This site may use cookies for site administration purposes. If for any reason you wish to not take advantage of cookies, you may have your browser not accept them, although this may disable or render unusable some of the features of the Kittamor website.

This website also may detect and use your IP address or domain name for internal traffic monitoring and capacity purposes or to otherwise administer our website. No personal information is obtained; rather, just the patterns of usage of our various users may be tracked to provide you with improved service and content based on aggregate or statistical reviews of user site traffic patterns.

Special Cases
Kittamor reserves the right to disclose user information in special cases, when we have reason to believe that disclosing this information is necessary to identify, contact or bring legal action against someone who may be causing injury to or interference with (either intentionally or unintentionally) our rights or property, other Kittamor website users, or anyone else that could be harmed by such activities. We may disclose personal information without notice to you in response to a subpoena or when we believe in good faith that the law requires it or to respond to an emergency situation.

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Pricing and Billing

What are my prices?
Your pricing is determined by your type of business and volume. In order to see your prices please submit a account application. After your application is confirmed, please log in and your prices will be visible in the online catalog.

Do I have to pay sales tax?
Kittamor caters specifically to retailers and distributors. If you provide a valid resale permit or Tax ID# then no sales tax will be charged. We do not sell to the general public.

I have a question on my charges.
Please contact the sales representative that handled your order or you can send a email to service@kittamor.com. Please include your order number with any inquiry.

I need a copy of my receipt/invoice.
Please contact the sales representative that handled your order or you can send a email to service@kittamor.com. Please include your order number with any inquiry.

When will my credit appear on my account?
If you paid by credit card then you will be creditted within 3 business days. If you paid by other means then a credit memo will be issued to you applicable towards your next order.

When will my credit card be charged?
If you opted to pay by credit card then a billing form will be emailed to you. Your credit card will be charged after you fill out the form and click submit.

Volume Discounts, Prepaid Freight
Volume discounts are available for orders over $15,000. Prepaid freight pricing can be calculated for you based on mininum order amounts of $3,000.

Direct Import Programs, Private Labels
Direct import is available based on mininum order quantities and 20' containers. Private labels are only available with Direct Import programs.

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Product Information

Why did my stainless steel pot change color?
Discoloration may occur when pots overheat or boil dry. It may also occur when cooking highly acidic foods such as tomato sauce. Harsh cleansers and pads should be avoided when cleaning stainless steel. Discoloration of your pot does not affect the function or safety of the pot.

To remove any discoloration you can try the following:

• Olive Oil: Rub stainless steel sinks with olive oil to remove streaks.
• Vinegar: To clean and polish stainless steel, simply moisten a cloth with undiluted white or cider vinegar and wipe clean. Can also be used to remove heat stains on stainless steel cutlery.
• Club Soda: Remove streaks or heat stains from stainless steel by rubbing with club soda.

Does stainless steel rust? I thought stainless steel does not rust!
Contrary to popular belief stainless steel is rust resistant and is not rust proof. Varying amounts of chromium and nickle in steel determines the resistance to rust. During prolonged use, acidic foods or heavy scrubbing with harsh cleansers may create microscopic pores on the surface of your stainless steel product thereby causing rust spots.

Occassionally iron particles may be pressed into the surface of the stainless steel during the production stamping process. The iron particles may also cause rust spots. Look at the source of the rusting and see if you can remove it from the surface. If the iron is embedded in the surface, you can try a solution of 10% nitric and 2% hydrofluoric acid at room temperature or slightly heated. Wash area well with lots and lots of water after use. Commercially available "pickling paste" can also be used.

Is your cookware oven safe or dishwasher safe?
To determine if cookware is oven safe you need to look at the material used, the handle type, and lid type. Stainless steel cookware is oven safe if the handles and lid are also made of stainless steel. Handles with silicone coating is also oven safe. If the cookware is made of pressed aluminum cookware, has bakelite handles or knobs then it is not considered oven safe. Hard anodized aluminum or forge aluminum cookware is considered oven safe as long they do not contain bakelite or plastics parts. It is best to follow the recommended use on the box.

All our cookware is dishwasher safe. Please follow standard dishwasher instructions to promote the life of your cookware.

Is your non-stick coating safe?
Our non-stick coating is developed in Japan and is 100% safe when used within normal cooking conditions. Our cookware is not recommended for commercial use.

Does your plastic products contain BPA?
Our microwave cookware line contains no BPA or harmful chemicals. All our plastic products designed to come in contact with food is made of food grade material as specified by rigorous FDA standards.