Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly.  This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return.  We will respond quickly with instructions for how to return items from your order.

Shipping

We can ship to virtually any address in the United States (excluding Alaska and Hawaii). Note that there may be restrictions on some products depending on the season and/or size of the product.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.  Your order will be made in the order of which it is received with weekend orders being processed first on Monday mornings.  Depending on the size of your order, standard popcorn orders (non-customized products) received by 11 AM (Arizona Time), will typically be handcrafted, packaged, and shipped the same day.  Orders received after 11 AM will ship the following day.  If you need your order expedited, contact us directly at 1-855-KET-HERO to schedule accordingly.

Please also note that the shipping rates for many items we sell are based on weight and the dimensions of the outer package. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Kettle Heroes strives to provide the fastest and cheapest shipping solutions for its customers.  Unfortunately, although popcorn is light, it takes up a lot of space and consequently, UPS and FedEx charge us using what's called: dimensional weight.  For example, a case of popcorn that weighs 5 LBS is billed by UPS and FedEx as 17 LBS due to the large box required to ship 5 LBS of popcorn.  This billing change occurred at the beginning of January 2015 and has more than doubled the cost of shipping our products.  USPS now provides the cheapest shipping alternative for regional shipments to Arizona, Southern California, Nevada, Utah, Colorado, and New Mexico.

Please use the following UPS shipping map for reference in determining the average number of transit days for orders from Phoenix, Arizona:

 

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