Frequently Asked Questions

Kitsby is a ingredient and recipe delivery service. We help chefs of all levels make delicious homemade desserts and pastries through exciting original recipes that highlight unique ingredients and flavors. Every product comes with quality pre-portioned ingredients, either individually packaged (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, individually packaged, high-quality ingredients. With each product that we offer, we try to include all of the ingredients you will need to bake your chosen recipe. Some products also come with certain tools and/or supplies. Please refer to our website's product pages to see which ingredients and tools are not included with your order; you can also find this information in the recipe that comes with your package.

Although 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. We do not ship pots, pans, and cake tins. We also do not ship perishable products (such as eggs and butter) to ensure that all the items inside your box stay fresh.

We create our own original recipes, often inspired by seasons, holidays, and different parts of the world. We offer recipes with varying difficulty levels so that bakers of all levels can enjoy our products.

Our teams of bakers and recipe developers create 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 a campfire classic, popular Asian flavor, or winter staple, our recipes are carefully prepared and tested so you get far more adventurous desserts, without compromising on taste.

We strive to ensure that all of our packages are prepared safely. With that said, please note that our products are not prepared and packaged in an allergen-free facility and therefore 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. Information on the ingredients used in each recipe can be found on on our website's product pages.

Symptoms of an allergic reaction can include shortness of breath, swelling of the lips, tongue, or throat, or hives. If you have any of these symptoms, stop eating the product and seek immediate medical care or advice.

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

Our baking kits can 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 recipe 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.

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.

At checkout, enter your promo code in the ‘Discount’ box under your order summary and click the ‘Apply’ button. The discount will be automatically applied to your order.

If you would like to place a corporate order for over 50 Kitsby boxes, please contact hello@kitsby.com and a representative will reach out to you with additional information.

We deliver nationwide to all 50 states in the US.

Orders usually ship out within 1-2 business days. $5.99 flat-rate ground shipping takes 1-3 business days to addresses in the east coast and 3-5 business days to addresses in the west coast.

Our packages are delivered via USPS, UPS, and FedEx.

No, you do not need to be home to sign for your package; we do not require signature upon delivery.

Once your order has shipped, you will receive an email notification. There, you will find your order details and a tracking number.

We make every effort to ensure that your order arrives at your doorstep with fresh and quality ingredients. We carefully decide which ingredients to include and carefully pack our boxes in a way that ensures your food stays safe throughout transit and delivery. We advise that you open your package immediately upon delivery and place all perishable items in the refrigerator, since some products do include temperature sensitive ingredients and may require specific items to be chilled before baking (please refer to the recipe included with your order).


We’ll do our best to let you know ahead of time if there is an expected change to your delivery day, via email. If your delivery arrives late and/or if you have concerns about your order, please contact us and we’d be happy to help.

If your delivery is missing an ingredient, please contact us and attach a photo of your package. A representative will be in touch shortly.

If there’s an issue with one of your ingredients, please contact us and attach a photo of your package. A representative will be in touch shortly.

Our kits and mixes have a shelf life of 30 days so if you receive your package a little later than expected, the ingredients are still fresh and are safe to use and consume.

Refunds

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

We will only issue a refund if your item was defective or damaged. If you'd like to replace your item, we can issue you a refund so you can purchase the same item from our website. In the event that you’re missing an ingredient for a recipe, we can also mail the missing ingredient to you. Depending on where you live, the time it may take for your missing product to reach you may vary. Our policy lasts 14 days. If 14 days have gone by since the delivery of your item, unfortunately we cannot offer you a refund.

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. When your refund is processed, a credit will automatically be applied to your credit card or original method of payment within a certain amount of days, depending on your bank.

Late or missing refunds
If you haven’t received your refund, you can contact us. Please note that you can also contact your credit card company and/or bank since it may take some time before a refund is officially posted.

Gifts
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.

Please email us at hello@kitsby.com.

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

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