Policies and Returns

Return Policy


Refunds  
You may receive credit for full price merchandise by contacting us at: 800-561-5509, or via email: sales@katehines.com within 2 weeks of your invoice date with your intent to return.  The item must be returned in its original condition.

Exchanges
You may return an item(s) for exchange at any time providing the item is in its original condition.

Ship Return
Please use the carrier of your choice, we recommend using UPS, FED EX, US Post. Please request a tracking number for your protection.

Sale Items
Are eligible for exchange only.

Payment
We accept VISA, Mastercard, American Express and Discover. Call us at 800-561-5509 between 9:00 AM and 4:00 PM Monday through Friday EST for other payment options including personal checks.

Shipping
Orders are shipped via fedex Monday - Friday only and orders placed after 12PM EST may not be shipped the same day.  

If your order is urgent please call the studio at 800-561-5509.

All items will be shipped in 1–5 business days with the exception of Made to Order items.  

Please provide a street address for delivery.  If you prefer to ship to a PO box we can ship via the US Postal Service, select Fedex Ground and advise us to ship USPS in the comments box. 

Made to Order items are indicated on this site in the item description and marked with a diamond icon.
Please allow 2–4 weeks for completion on these items.

Shipping costs
Ground $10*
2-Day $22*
Overnight $40*

Overnight Saturday Delivery $65**

Canada Only USPS Uninsured $15**

International Insured $40**

* Surcharge may apply for certain zip codes.
** Additional duties and taxes may be billed COD upon receipt of your goods.

Order Tracking
Call 800‑561‑5509 or email us at sales@katehines.com between 9AM and 4PM Monday through Friday EST to get the status of your order. You will receive an email with tracking information once your order is completed.  Enter your tracking number at www.Fedex.com to check the status of your delivery.