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Orders FAQs

Answers to our most frequently asked questions are just one click away!


I just placed my order; can I cancel or change it?

To ensure timely delivery, orders placed on katefarms.com are processed and shipped as quickly as possible. If you need to cancel, change your order or change the address, you may contact our Customer Care team up to 60 minutes after purchase. Our Customer Care team is available Monday through Friday 8AM to 8PM Eastern Time and by calling 805-845-2446 during regular business hours.

I forgot to apply my discount code, can you help?

If you forget to apply the promo code to your order, please contact us within 1-2 business days after placing your order. Please be sure to review discount code terms to determine eligibility.

When contacting us, please confirm the following:

  • Promo code
  • Order confirmation number
  • First and last name on the order

Please note that we cannot retroactively add Plant Perks discount codes to orders.

Do you take phone orders?

Unfortunately, we are unable to process orders over the phone at this time. We encourage you to place your order on our website. Please feel free to contact us, we’re happy to help guide you through the process.

What payment methods do you accept?

We accept all major credit cards, but cannot accept HSA, FSA, or EBT cards as payment on katefarms.com. 

If your HSA or FSA program considers medical formula a reimbursable expense, you may be able to purchase Kate Farms with a credit card and submit your receipt to your benefit administrator for possible reimbursement. Most HSA or FSA programs will require a prescription and letter of medical necessity to be submitted along with the receipt. 

We recommend contacting your HSA or FSA benefit administrator directly in order to learn more about their process for reimbursement and confirm the involvement that is likely needed from a licensed healthcare provider.

If you are experiencing a problem with your payment, please contact Customer Care.

I received my order but the wrong product was shipped. What should I do?

Oh no! So sorry for the inconvenience. We would love to correct the mistake, please reach out to us here and we will be happy to help.

I received my order but the shipment was damaged. What should I do?

No worries, we will help make this right as quickly as possible for you! Please reach out to us here and we will be happy to help.

What is your return/refund/exchange policy?

At Kate Farms we have a 100% Satisfaction Guarantee! You can find the details here.

Are you closed on holidays?

Yes, we close our office in observance of the following holidays:

-New Year’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day and day after, Christmas Day

We will update our site banner to reflect any closures and shipping changes.

Is there a supermarket or retail location that I can buy your products from?

You are able to purchase our products through our website: https://shop.katefarms.com/collections/shakes-formulas-for-drinking or through third-party vendors such as on Amazon. You do not need a prescription or consent from a medical professional to purchase any of our formulas.

Unfortunately, we currently do not have any retail stores or physical locations for you to purchase our products. This may change in the future since we are expanding into new markets and constantly updating our product line. In the meantime, feel free to follow our newsletter to receive updates from Kate Farms here: https://www.katefarms.com/email-preferences/