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Frequently Asked Questions

Kitsby delivers pre-portioned ingredients for your baking needs. We help chefs of all levels make delicious homemade desserts and pastries through exciting original recipes that highlight unique flavors. from Asian cultures. Every product comes with carefully packed ingredients, either as a boxed set (our kits) or put together in a jar (our mixes). All that is left for you to do is bake and enjoy!

Your package includes step-by-step instructions and pre-portioned, freshly packaged, high-quality ingredients. With each product that we offer, we try to include everything you will need to bake your chosen recipe. While we try to send you as many of the required ingredients and supplies as possible, there are certain items that are not included in your package. For example, we cannot ship perishable products (such as eggs and butter) to ensure every item in your box stays fresh. Please refer to the individual product pages for more details. This information will also be included on the instructions that comes with your package.

We strive to ensure that all of our packages are prepared safely. Please note that our products are not packaged in an allergen-free facility and may contain traces of milk, eggs, tree nuts, peanuts, wheat, and soy. For those with non life-threatening allergies, our ingredients are individually packaged, making it easier for customers to omit a certain ingredient when baking. We always advocate for using your best judgment based on the severity of your restriction to certain ingredients. Allergen information can be found on the individual page for each product.

At checkout, enter your promo/gift card code in the ‘Discount’ box under your order summary and click ‘Apply’. The discount will be applied to your order if eligible.


Our baking classes are held at our storefront in Williamsburg. The address is 186 Grand St. Brooklyn, NY 11211.

Arriving by Subway

We are a 7-minute walk from the Bedford Ave Station on the L Line, and a 13-minute walk from Metropolitan Ave Station on the G Line.

Arriving by Car

We are located near the corner of Bedford Ave and Grand St. Free street parking is available, but space is limited.

Processing Time

Orders are usually processed within 5 business days. This time may be increased during busier periods.

Shipping Speed

Shipping time in the continental US may vary from 2-6 business days, and up to 15 days in other parts of the world.

Tracking My Order

Once your order has shipped, you will receive an email notification containing your order details and tracking information. Please note it may take up to 48 hours after the creation of the label before detailed tracking information is available.

If you do not receive your package, please open a claim with the shipping carrier before contacting us. Our support team will not be able to assist you if you have not filed a claim.

Once a resolution has been reached by the shipping carrier, we may resend your package or offer a refund. If you need the kit urgently or prefer not to wait for a resolution, we kindly ask that you place another order while the claim is pending. We will then refund your original order once the claim is resolved. We cannot refund an order until the carrier reaches a resolution.

If you have any issues with your order, please contact us and attach a photo of your package. A representative will be in touch shortly.

Class Refunds

Tickets purchased for live classes are non-refundable. If you are unable to attend your scheduled time, please contact us at least 24 hours before the class to reschedule.

Product Refunds

For inquiries about product refunds, please contact us. We’ll be happy to help make things right.

A refund will only be issued if your item was defective or damaged. In the event of a missing ingredient(s), we may ship the missing ingredient(s) to you.

Our refund window is 14 days. We are unable to offer a refund past this window.

To complete your refund, we require a receipt or proof of purchase, i.e. an order confirmation sent to your email. We may also require photo documentation of the product you are dissatisfied with before issuing a refund. Refunds will be credited to your original method of payment.

If the item was a gift, either shipped directly to you or shipped to the gift giver then given to you, the refund will be issued to the gift giver.

Late or missing refunds
If you haven’t received your refund, please contact us. Note that refunds may take up to 7 business days to appear depending on your bank or card issuer.

Please store kits and mixes in a cool, dry place (e.g., inside a pantry or cupboard). Some kits may include shelf-stable dairy products. You can store these in the fridge.

Our baking kits should be used within 30 days. For our mixes, please refer to the expiration date on the packaging.

Shelf life information for baked items, as well as recommended storage and serving instructions, can be found in the instructions included with your order.

Currently, we only provide nutritional information and calorie labels for certain products, such as our baking mixes and hot chocolate cubes.

Our team of bakers and chefs creates exciting and original recipes that highlight unique ingredients, encouraging our bakers at home to try new flavors and broaden their culinary horizons. Our recipes are often inspired by different cultures, seasons, and traditions. Whether we're working with campfire classics, popular Asian flavors, or winter staples, our recipes are carefully crafted and tested, so you get more adventurous desserts without compromising on taste.

To rate a recipe, simply go to the specific product page on our website and under the Customer Reviews section, click on the ‘Write a review’ button.

For press inquiries, please contact, and a representative will follow up with you if interested. We look forward to hearing from you!

If you would like to place a corporate order for over 20 Kitsby boxes, please contact and a representative will reach out to you with additional information.

For food vendor/supplier inquiries, please contact, and a representative will follow up with you if interested. We look forward to hearing from you!