For orders shipped through the USPS, packages are not scanned until they reach their first distribution center, which for us is typically Richmond VA. In heavy volume shipping times, our packages sometimes get pushed to Dulles VA for distribution instead. Only once it arrives at the distribution center will the tracking update beyond the label printing.

Often times because of the heavy volume of packages in transit a Carrier fails to scan a package in which does not update the tracking. Unfortunately there is no rhyme or reason for this And we have seen packages go all the way from shipped to delivered and the only update on tracking is when the package is out for delivery.  These particular situations also cause some delays.
If you do come into a situation where you're tracking hasn't updated for a few days since it's been fullfilled, we suggest submitting a package inquiry directly with the Carrier using your tracking number and generally that will get the package moving. 

If it has been over a week at that point you can submit a missing package claim and we will also. Only after a missing package claim has been accepted can we issue a refund or a reshipment of your order.

Sometimes our automated confirmation emails get stuck in spam or just get blocked entirely by your email provider. If you email us at orders@kittyhawk.com with this inquiry and the name the order was placed under our online sales team can pull up your information and resend the confirmation email.

Sometimes our automated emails get stuck in spam or just get blocked entirely by your email provider. If you email us at orders@kittyhawk.com with this inquiry and the name the order was placed under our online sales team can pull up your information and get you your tracking number.

Our shipping it set up to charge automatically for orders under $99 (exclusions can be found here). If it is still charging shipping, you may have used a promo code that dropped your total under the $99 or you are purchasing an oversized item.

Our promo codes are set up under automatic parameters and the only reasons they would not work is if you've used that promo code before or you already have a promotional or bundle deal in your cart. No coupons or promo codes can be combined with any other.

Please find our full return policy here.

We are currently only able to ship to the US and Canada.

We would love to see you in person! We have numerous retail locations along the eastern coast of the US. Information about our locations can be found here.

It is pretty common to find some of our employees outside flying kites around our stores and we would be happy to fly with you or help you learn to fly your kites!