Shipping Policies & FAQShipping FAQ
Things to Know
We use USPS Priority and UPS Ground for our shipping services. During the holidays months, there may be delays in receiving your shipments. Your understanding is greatly appreciated.
If you order multiple items we may combine them for fewer shipments.
Orders are processed Monday-Friday. Though we work to ship orders as soon as possible, we do ask for two business days to process and package an order before it ships. Certain items require extra time before shipping. This should be noted on the item page (aloe flakes 1 kg, certain guanos, etc).
Orders do not ship on Saturdays, Sundays, or holidays.
Most deliveries arrive in 3 to 7 business days after they ship, dependent on distance from our location in Chehalis, WA.
We also ask that you check your shipping address to make sure it is correct before submitting your order. We are not responsible for any shipping delays or losses if we are given the wrong shipping address, though we will try and correct any errors if shipments have not already been picked up for delivery by USPS or UPS.
We are not able to offer expedited or overnight shipping.
If you have any questions about your order and/or shipping please send an email to firstname.lastname@example.org and include your order or invoice number. Please make sure you provide an accurate and current email address when placing your order. We do not sell our customer’s information.
Many of our items are noted with free shipping, which includes all 50 US states and Puerto Rico. Be sure to select the “free shipping" option when it appears on the checkout page.
UPS Ground Shipping
Our larger items ship via UPS, usually for an extra fee determined by distance and weight. Some items that ship this way include: bags of soil/compost/biochar, liquid amendments in gallon+, and full sized bags of amendments. UPS does not deliver to PO Boxes, so the system will require you to enter a street address for UPS items.
Shipping Cost Estimate - See FAQ
Shipments outside of the contiguous United States (AK, HI, PR) may see very high shipping estimates online. Unfortunately this may be accurate, due to the extra distance, but feel free to contact us for a quote. We will try and use USPS Flat Rate Boxes when shipping to these locations.
Orders that are returned due to no fault of the shipper (e.g. incorrect or insufficient address given, multiple failed delivery attempts, failure of the recipient to pick up package at a local facility) may require an extra shipping charge to resend.
Cancelling an order after it is placed is possible if the request to cancel is received on the same day the order is placed. Unfortunately, if the order has already shipped it may not be cancelled. A request for a refund may be possible, but the refund would be less the cost to return the package to KIS Organics.
Though we strive to keep our online inventory accurate, occasionally something will be out of stock but not say so online when an order is place. If this happens we will notify you by email with an estimated shipping window.
For larger orders or orders for a number of large/heavy items, we may ship it to you via a freight company. This means your order would be delivered by a tractor-trailer and be packaged on a pallet. Details of the process will be communicated if applicable. These orders can be shipped to residential and commercial addresses (some restrictions apply). Please note that, do to the risk of contamination and the cost of return freight, we are not able to return bulk products back to us once they have delivered.
For freight shipments, please inspect your order immediately upon delivery, prior to accepting the shipment and signing the Bill of Lading (BOL). Your signature on the BOL denotes that your order arrived safely and without noticeable damage and shifts all responsibility for the condition of the order to you. When you receive your shipment, confirm that your name and address is on the receipt, and examine the quantities and conditions of each of the items on every pallet. Check all sides of the shipment for damage to the shrink wrapping, and tears, holes, stains, or water damage to the packaging. If any items are missing or damaged, please meticulously write every issue in detail on the delivery receipt and have the driver initial next to your damage footnotes. Take photos of any damages and open any packages or pallets with visible loss or damage while the driver is present. Please immediately notify KIS Organics of any damages and send a copy of the delivery receipt with the list of damages to email@example.com.
Please inspect your order immediately upon delivery. If any items are missing or damaged, please contact us at (425) 558-0990 within 5 days. All other returns must be made within 30 days from the receipt of the items. All returned items must be unused, in the original packaging, and in the same condition in which you received it. We are unable to return any items after 30 days.
We are not able to return any bulk products once they leave our facility due to the risk of contamination.
Blumat Watering Systems: KIS Organics mirrors the policy of Sustainable Village, the manufacturer of Blumat Watering Systems. Their policy can be found here. Customers can return any of these products to us for a replacement or refund within 90 days of purchase if unused, in new condition with original packaging. If we made a mistake and sent you the wrong item, we will pay for the return shipping. If you return the item due to any other reason, the shipping cost will be your responsibility. Returns will be refunded, but a 20% restocking fee will be assessed.
Q: How do I find out the shipping cost for my items before I purchase?
A: Start by adding the item or items to your cart. Click on the cart icon in the upper right of the page and select Edit Cart. On this page you may enter your state and zip code, and it will estimate the shipping for you.
Q: My items all say free shipping but my only option at check out is shipping with an extra fee. Why?
A: Oops! Something has gone wrong or you may have a lot of items in your cart and the system is confused. Rarely this will happen. You may either finalize the order and we will refund you the mistaken shipping charge (refunded to the form of payment used at time of purchase), or call us and we can take your order over the phone.
Q: It has been a couple days and my tracking has not updated. Is something wrong?
A: Usually we start processing the order and get the tracking number entered for you right away, but the items still need to be prepped and packaged. Please allow two business days after your order is placed for processing. Once an order ships it may take 12-24 hours for the tracking to update. If it has been longer and you have not heard from us, let us know and we can check into it for you. Please note we do not process or ship orders on Saturdays, Sundays, or Holidays.
Q: My tracking says delivered but I did not get anything. What now?
A: If your order is shipping with USPS give it an extra day or so to show up. Items can be scanned as delivered but not show up until the next delivery day. UPS is usually more accurate, but the same may happen. If you think your package is lost or mis-delivered please contact us and we can look into it further.
If your package is lost we will reship or refund your order (restrictions or exceptions may apply). For UPS orders that indicate they were delivered but were not actually received, we file a claim with UPS which requires a response from you as the recipient. Once your part of the claim is done (a quick phone call) we will be able to reship or refund your order.
Q: I received part of my order but the rest is missing. What do I do?
A: First, check your tracking email. If you ordered more than one item they may be shipping in multiple boxes. UPS often will give one tracking number for multiple boxes, and you will need to click through the link in your email or KIS account to UPS’s website, in order to see the tracking for each box.
Item(s) still missing? Contact us and we will look into it for you.
Q: I’m trying to order soil/compost by the yard and the website tells me to call?
A: Yes; that is correct. Unfortunately the website is not equipped to process orders that must ship with a freight company, but we want make the info and pricing available. All large soil orders must be processed by phone/email with one of our lovely staff members. Allow a couple extra days for us to get back to you with some shipping quotes and get the order picked up. Very large orders may require extra time to mix the soil. Once payment is successfully processed we will arrange for order pick up. These orders can be shipped to residential and commercial addresses (some restrictions apply).
Q: How do I contact you?
A: You may email us using our Contact Form or call our office at (425) 558-0990. We promise that you will get a response from us.