It can be frustrating if an order doesn’t ship when you expect it to.
Our customer support team will be happy to investigate if you have any concerns relating to order fulfilment.
However, you may be able to find answers sooner amongst these common reasons for delays:
Variations in fulfilment times
Generally, Kite products take between 1 - 4 working days to print and ship. Working days means no weekends, so if the order was placed on a Friday night, the clock doesn’t start until Monday morning. The same applies with public holidays.
Your billing card needs updating
If you have an outstanding payment, all of your orders will be placed on hold until the payment clears. We will attempt the charge again once every 24 hours.
If you have not registered a valid credit card in the Kite app, your orders will not be processed until you do.
You should be notified by email in either of these scenarios.
Since orders can only enter the fulfilment queue once payment has cleared, you’ll need to account for an additional 24 hours or more (depending on when the charge was finally successful).
Your Kite account isn't properly linked
If you’ve recently requested a new password, or previously opened a Kite account (with Shopify or signing up via our website), you may need to re-enter your username and password in the app settings.