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Frequently Asked Questions

I didn't receive a confirmation email, did my order go through?

On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.


I didn't receive a tracking number, when should I expect it?

You should receive a shipping confirmation email within 3-5 days of your purchase, this can be longer during times of extreme volume. If you don't have it, it's possible that it got sent to your spam folder. Domestic emails will come from ship_confirmation@bergenlogistics.com, while International emails will come from customerservice@kithnyc.com.


My shipped package didn't contain all of the items that I ordered. Where is the rest?

All orders are fulfilled from either a KITH retail store or our warehouse. Due to the possibility of your order being fulfilled at multiple locations, you may receive two separate packages with two different tracking numbers.

Additionally, exclusive releases and Kith capsule collections ship from a different warehouse than regular items. You may receive two different shipments (with 2 different tracking numbers) for the same order.


I'm an international customer using the Pitney Bowes shipping method. Why does it say my order is delivered to Kentucky?

Most shipments are first delivered to our trusted freight forwarder in Kentucky for processing. Please don’t be alarmed if you see your shipment first arrives in Kentucky. After 1-2 business days your shipment will be on its way to you. Do not worry if your tracking number temporarily stops working. When the package is on it's way to you from Kentucky, your tracking number will once again work. 


Which countries do you ship to?

For a list of all the countries we currently ship to, please follow this link.


I'm from a country outside of the U.S. What is my footwear size in U.S. measurements? 

For international size conversions, please follow this link here.


Why was my credit card charged multiple times?

When you complete a checkout, your credit card company puts an Authorization for the order amount on your card. This money has not been paid to KITH, rather your card company has put a hold on it for you while you check out. If your address information then fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 2-4 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times. 


I just placed an order, can I cancel it?

Unfortunately, we are unable to cancel orders once your order has been submitted.


I made two orders today. Can you combine them into one and refund the balance?

Unfortunately, due to volume, we are unable to combine shipments on multiple orders.


Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by UPS won't show up on the tracking page. Please allow 3-5 business days for this information to appear.


Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?

This means one of two things: It is being processed currently or UPS missed the initial scan when they picked up your order. Tracking will be updated as soon as UPS scans the shipment. 


Can I change the address that my order is shipped to? Can I pick it up at a UPS store?

No, KITH only ships to the customer's billing address and cannot be rerouted to a local store. No exceptions. If you entered the wrong city, but your zip code is correct, UPS will auto-correct this. 


I placed an online order, can I come pick it up at the store?

Unfortunately, we can not allow the customer to come pick up their web order in store.


I have a credit from an online purchase, can I use it for in-store or the RonnieFieg.com site?

Unfortunately, KITH NYC online credits can only be used on KithNYC.com, and can not be used in store or the RonnieFieg.com website.


I emailed customer service, how long will it take them to respond?

Please expect a response within 24-48 hours from our representative. Please allow more time during Ronnie Fieg Capsule Collections.


I just received my online order. Can I return it for a full refund?

No. To make the process as easy as possible for you, KITH returns are now powered by Returnly. We offer an instantaneously generated store credit, minus a $8 shipping fee, for online returns. This credit can only be used online, not in either of our physical locations. Please refer to our Return/Exchange Policy, located within our Terms & Conditions. If you need to make a return, simply click the link here and follow the instructions on the page. 


Can I exchange my item for a higher priced item if I pay the difference?

No. Exchanges are only for items of equal and lesser value. If the exchange is of lesser value, we will provide an online credit for the difference.


Can I use my online credit for a phone/email order?

No. Online credits must be used for web purchases only. 


These questions didn't help. Who should I contact?

If the above questions don't help, please contact customer service here: