Answers to our most frequently asked questions are just one click away!
What are the benefits of Subscribe & Save?
By utilizing our Subscribe & Save program for 10% off you will be able to relax and know that your Kate Farms will ship out to you and the interval selected or chosen in your customer portal. We make managing your subscriptions easy!
I just placed my order, can I cancel or change it?
Orders placed on katefarms.com are processed and shipped as quickly as possible to ensure timely delivery. If you need to cancel or change your order, you may contact our Customer Care team up to 60 minutes after purchase. Customer Care is available 7 days a week and can be reached here or by calling 805-845-2446 during regular business hours.
How do I track my order?
Once your order ships from our warehouse, you will receive shipping and delivery confirmation emails with tracking information. On your shipping and delivery confirmation emails:
- To track your order, please click on the “View your order” button. (Your UPS tracking number may populate here as well)
Alternatively, you can log into your account, locate your recent order, click on the order number to view all of your tracking IDs.
If you are unable to track the remainder of your order after the third business day, please contact support with your order number so we can help. 🙂
Note: If you receive a “UPS could not locate the shipment details for this number” error after clicking on your UPS tracking number, please wait 12-24 hours to check again. The tracking number is correct but UPS creates the tracking number when the label is created but the tracking information will not pull through once the package is on the UPS truck.
I forgot to apply my discount code, can you help?
We understand mistakes happen. If you forget to apply the promo code to your order, please contact us within 1-2 business days after placing your order so we can review and help you with this.
- When contacting us, please confirm the following:
- Promo code
- Order confirmation number
- First and last name on the order.
I just placed an order, can I change the shipping address?
Our ordering system is automated to process very quickly once they’ve been submitted. We have a one hour timeframe after purchase to make changes to the order, please contact as soon as possible.
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 is your return/refund/exchange policy?
At Kate Farms we have a 100% Satisfaction Guarantee! You can find the details here.
Do you offer free shipping?
All of our formulas and shakes can be purchased online with free two-day shipping within the United States. We cannot ship internationally at this time.
While most states receive their orders in two to three business days, we cannot guarantee two-day shipping.
It is common for packages shipped to rural parts of Montana, New Mexico and Wyoming to arrive in three days. Packages shipped to Hawaii and Alaska usually arrive in four days.
Orders are shipped Monday through Friday. The cutoff time for shipping each day is 2 pm EST. If you place your order after that time, your items will ship out the following business day. Please note that we do not ship on holidays and orders placed on holidays will be processed the following business day.
Where do you ship?
We ship to the 48 contiguous United States, PO Boxes, and Hawaii and Alaska!
Unfortunately, we currently do not ship to Puerto Rico, Samoa, Virgin Islands, Northern Mariana Islands, Guam, APO/FPO/DPO Military, or internationally at this time. Stay tuned!
Do you offer expedited shipping?
Unfortunately at this time we do not offer expedited shipping services. We apologize for the inconvenience.
Can you ship to a PO Box?
Yes. We are able to ship to PO Boxes that are able to receive large packages.
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.
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.
I placed an order but the website does not show I have an account, what should I do?
I am having trouble logging into my Kate Farms account, what do I do?
Are you seeing an “incorrect email or password” message? If so, this could happen for a number of reasons:
- Your account has not been activated or registered.
- If this is the case, you’ll see a “No account found with that email.” message.
- Please register your email address used at checkout by clicking here.
- You’ll have to create a new password.
- After activating your account, you should be able to login with the password you’ve created and see your order history.
- Incorrect email address.
- Please double check to see if you’re using the same email address and password you registered with.
- Incorrect password.
- If you can’t remember your password, click on the “Forgot your password” link. It will ask for your email address and we’ll send you an email with a link that will let you create a new password.
- Still having trouble?
- If you’re still experiencing issues, please reach out to us (click here) so we can look into this further.
How do I cancel my subscription?
- Sign into your account here or by clicking “My Account” in the upper-right corner on our website.
- Select “Manage Subscriptions” and your active subscriptions will populate on the screen.
- Select “Edit” next to the subscription you wish to cancel, then scroll down to select “Cancel Subscription” on the left-hand side of the screen.
- Select the reason for cancelling and then select “Cancel my subscription”.
Your subscription has been cancelled but can be re-activated at anytime by selecting “Re-Activate” next to the cancelled subscription in the customer portal.
Can I skip a delivery?
Yes! Please log into your account, click “Manage Subscriptions”. Click on “Delivery Schedule” on the left to see all upcoming deliveries for your subscriptions.
To skip a delivery, you can click “Skip” next to the delivery you would like to skip. Similarly, to unskip a delivery, you would click “Unskip” next to the order.
When will I be charged and will I be notified?
You will be charged on the same day of the month you originally subscribed & saved, unless further changes are made.
You will be notified by email 3 days before any upcoming charges for your subscription, in case you need to modify it or cancel the subscription successfully to prevent an order from processing.
Can I update my shipping address?
Yes! Log into your account, click on “Manage Subscriptions”, then Subscriptions and click “Edit” to the right of the respective shipping address. This only affects the shipping address, this does not update billing information related to the method of payment. You will be taken to a page where you can modify your shipping address fields.
Note: Updating your address in “Account Details” on the main navigation will NOT update your shipping address for subscription orders. All subscription changes must be made within the subscription customer portal by clicking “Manage Subscriptions”.
How do I edit or change the flavor for my subscription?
- Log into your account and select “Edit” next to the active subscription you want to update.
- Click on the Product arrow (which shows your current product).
- Here you can update the quantity or swap products.
How do I update my credit card information?
Happy to help! Please follow the below steps to update your credit card information:
1. Sign in to your account here.
2. Click “My Subscriptions” and then “Manage Subscriptions”.
3. Select “Billing Information” in the navigation menu.
4. Select the “Card On File” box and then input the new credit card information. Click “Update Card” to submit the change.
5. You should be all set!
In the meantime, please let us know if you have any other questions or if we can assist you further in any way. We would be more than happy to help!
Issues with Order
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.
How do I add a discount code to my subscription?
- Log into your account and click on “Manage Subscriptions”.
- Select the desired subscription and scroll down to select “Apply Discount”.
- Enter the discount code and select “Add Discount”.
Contact Customer Care
We offer personal help to get started on Kate Farms, answer questions, and provide support.