Kitty Hawk Kites FAQ
Here at Kitty Hawk Kites it is our goal to make your online shopping experience as easy and rewarding as possible. Because each user is different, it is difficult to determine what levels of online shopping experience users have. To help solve this problem, we have provided a list of questions and answers that should address any concerns you may have. If your questions or concern is not answered here, please, Let us know and we will be happy to assist you.
Q: Are the items, prices and sales I see online the same as in the physical retail locations?
A: Not necessarily. Our retail stores carry more items than we could ever possibly carry online and some items offered online are drop-shipped directly from the manufacturer and not available to purchase in-store. So, the selection and pricing may differ between physical retail locations and the current selection online. Periodic sales are held in our physical retail stores that are only valid on in-store purchases (not valid online). Periodic sales, specials and "bundle" deals offered online are only valid on online orders placed through our online store (not valid in-store).
Q: When will my order be shipped?
A: We try to ship orders out as fast as we can! Our goal is to process and ship your order within 2 business days after receiving your order, but some orders may take up to 5 business days to process and ship depending on availability. If you need your order by a specific date, please contact us at email@example.com if you have a question about when you will receive your order.
Q: I have placed my online order, but when I check the order status it says "payment pending"...is there a problem with my order?
A: When you place your order through our secure online store, your payment is authorized at the time you place the order and a "hold" is placed on your bank account for the amount of the order. Once we know we have your order items in stock, we will release the "authorization", your account will be charged and the order status will change from "payment pending" to "shipment pending"...we do this so that customers have the ability to contact us to change shipping methods or items on their order before we actually charge your account.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, AmericanExpress and Discover credit cards and also PayPal payments for domestic U.S. orders and we accept PayPal payments for domestic and international orders. If you have a Kitty Hawk Kites or Kitty Hawk Surf Company Gift Card, please have your card number and available balance ready and call us at 877-359-8447 to place your order by phone.
Q: I have questions about your shipping and return policies...where I can find the answers?
A: Please check out our Shipping and Return Policies page: CLICK HERE or email firstname.lastname@example.org and we will answer any questions.
Q: What carrier(s) do you use for shipping my order?
A: For domestic (U.S. contiguous states) orders, we use UPS as our primary carrier (please note that we need physical shipping addresses, no PO BOXES). We offer UPS Ground, 3 Day Select, 2 Day Air and Next Day Air Service. For international orders, we use USPS (United States Postal Service) and ship via Priority Mail International Service With Insurance. Kayaks and SUP Boards are shipped via Motor Freight and are subject to special shipping policies and rates and cannot be shipped to Alaska, Hawaii, Puerto Rico or any International Addresses.
Q: What do I need to do in order to shop on the Kitty Hawk Kites website?
Q: I am experiencing a problem placing an order on the site, what went wrong?
A: Relax. We're here to help. With ever evolving technology and with so many types of browsers and devices available, there may be an instance where something isn't working as expected, but don't worry, you can call us at 1.877.359.8447 or send us a message at email@example.com and we'll help you make your purchase or answer your question to the best of our knowledge. We are constantly managing and maintaining our website and are always improving the user experience our website delivers.
Q: I am having trouble adding a new shipping address or completing my order, what went wrong?
A: We have found that if you use Internet Explorer 10 or 11 (IE10 or IE11), sometimes the forms do not load correctly and this may make adding new shipping addresses or even trying to "submit" an order impossible. We recommend using Google Chrome or Firefox as your browser and all forms and submissions seem to run without any issues. Thank you for your patience...it is a compatibility issue that we cannot improve.