Customer Service

Contact Us: 260-482-4835
Email Us:
General Questions/Comments mail@countrykitchensa.com
Product Questions/Comments catalog@countrykitchensa.com
Shipping Questions todd@countrykitchensa.com
International Questions cs@countrykitchensa.com
Mail Us: Country Kitchen SweetArt, 4621 Speedway Drive, Fort Wayne, IN 46825
Our goal is to give you the absolute best service possible, with quality products, reasonable prices, and fair shipping costs without adding any hidden fees or handling costs. We strive to get all orders out as quickly as possible. We will do everything we can to make sure we meet your expectations while trying to exceed them. Please feel free to contact us any time for any reason.
ORDERING
We welcome orders of all sizes, and there is no minimum ordering requirement. You may order on-line, phone, via fax, or regular mail. All transactions are conducted in US Currency only. We do not accept foreign currency. Payment can be made via credit card (MasterCard, Visa, Discover, or American Express), check, or money order, (No C.O.D.'s). Orders will not be processed until payment is received. If payment is not received within 2 weeks of the order being placed, we will assume you no longer need the order, and it will be canceled.
-Fax: Print the order form and fill in the blanks. Fax the order to 260-483-4091. Fax orders are accepted 24 hours a day.
-Phone: Phone orders accepted Monday-Friday 9:00 a.m. - 7:00 p.m. Eastern Time. 1-260-482-4835 OR 1-800-497-3927 (orders only please). For quickest service, please be prepared to give your credit card number, item numbers, descriptions and quantities.
-Mail: Print the order form and fill in the blanks. Mail the order to: Country Kitchen, 4621 Speedway Drive, Fort Wayne, IN 46825
-Email: You also may order via E-mail. The address is mail@countrykitchensa.com. Please be sure to include your name, address, phone number, and (MasterCard/Visa/Discover/American Express) Card number with expiration date. E-mail orders are accepted 24 hours a day.
For emailed orders, if preferred, we would suggest to call in with your credit card information. Orders cannot be processed without method of payment.
SCHOOLS AND TEACHER DISCOUNTS
We are primarily a retail shop, however, we do offer a few products at 25% off if 12 or more of the same item are ordered. Click here for the products included in the School and Teacher Discounts. Please contact us via email or phone for more information on teacher discounts.
SHIPPING & PROMOTIONAL DISCOUNT

Product total of $100.00 or more: Receive free shipping up to $20.00.
Product total of $200.00 or more: Receive free shipping up to $30.00.
NON DISCOUNTED ITEMS
Some of the non-discountable items have the following prefixes or item numbers: #22- cake cardboards, #24- cake boxes, Kopykake and Airbrush equipment, Gumpaste, Rolled Fondant and Choco-Pan, #77-320: Hi Ratio Shortening, Quantities of 12 or More of any of the items in Discount Program A
SHIPPING CHARGES
The standard shipping fees are based on actual weight, size, and location of the order to be shipped. Shipping charges will be calculated at the time of ordering over the phone or when placing an order on our website. The online shipping estimate is quoted for your convenience, we will contact you if there are any discrepancies in shipping costs due to weight, size or location. You may contact us if you are mailing in your payment with an order and need a shipping estimate. To calculate your shipping estimate, for a mailed in order, we will need your shipping address along with the items you are ordering. Depending on your location, once an order has been shipped from our facility with UPS, standard shipping takes 1-5 business days to receive a package within the continental US. All transit times are guaranteed with UPS. Please know that we do not have any hidden fees or handling charges added in the shipping cost. We can sometimes use USPS and Flat Rate Boxes for small items when applicable. Keep in mind that we cannot provide some services when using USPS, and the transit time and package would not be guaranteed once leaving our facility.
EXPEDITED SHIPPING
Expedited shipping is available. We offer Next Day, Second Day, and Third Day Select. We strive to get all expedited orders out within 24 hours; Keep in mind, the listing of online shipping quotes for expedited is estimated. After your order has been submitted, it will be evaluated by our staff, so we can confirm all options available to you. Expedited may not be necessary due to the transit time to your location. We will then contact you with all confirmed options. Keep in mind, nothing is charged online and order will not be released until customer has given approval. 1-800-497-3927 Monday-Friday 9-7 Eastern Time Expedited NOTE- Expedited shipping is not guaranteed between December 12 and December 25. If you have any questions about what shipping option is best for you, please contact us via email or phone during business hours 260-482-4835.
OVERWEIGHT/OVERSIZED ORDERS
Please Note that due to the weight, size, and location to be shipped, orders may incur additional shipping charges that we are not able to determine until time of shipment. If actual shipping greatly exceeds our standard shipping quotes, we will contact our customers before shipping. Tracking numbers are available. Contact us if you wish to know you're tracking number.
OUT OF STOCK ITEMS
We want to be sure that our customers are informed of all changes to their order before it is shipped. We carry over 14,000 items and strive to get all orders out as quickly as possible. However, if we are "out of stock" on any particular item(s), at the time of ordering, we may have the items within 1-2 business days to complete your order. If the items are not available or the order is going to be delayed any further, we will make every attempt to contact you by telephone or email. Please allow time for us to completely fill your order, so that we can do our best to get your order right. We will also try to inform our customers if there are any substitutions for the out of stock item(s).
There will be times when we have tried to obtain an out of stock item and we are simply unable to do so due to supplier difficulties. We do not automatically back order out of stock items. The out of stock item(s) can either, be reordered at a later date, placed on a separate order, or we can contact you once the items are available. Shipping charges would apply. Orders will be shipped after we have discussed out of stock options with our guests.
WHEN YOU RECEIVE AN ORDER
Please check orders immediately and report any errors within two business working days. If you receive a package with damaged items, please keep the original packaging as well as the box.
RETURN POLICY
1. All returns must be pre-authorized by the customer service department between the hours of 9 a.m. to 7 p.m. Monday- Friday
2. If a return has been pre-authorized, it must be returned within 2 weeks of when the order was originally received. All original packaging must accompany the item(s) being returned.
3. There will be NO refund on original shipping charges as well as return shipping charges, (unless we have made an error or incorrect items were sent).
4. Food products may NOT be returned. Chocolate or coating that is sent in warm weather may melt in shipping. If it has melted into a chunk, simply re-melt and use. Order chocolate, food products, and heat sensitive items in warm months at your own risk. Please see below, “Warm Weather Advisory”
5. There may be a 20% restock charge on items returned
DAMAGED ITEMS
Contact us as soon as you detect the damage so we can take the steps to correct and resolve the issue as quickly as possible. You must keep the original shipping cartons (with shipping labels intact) and the packing materials for any claim to be honored. UPS may require an inspection of the package and contents to complete the claim. We can refund, credit, or replace the items once the claim is completed and approved.
WARM WEATHER ADVISORY
Some items may not ship well during warm weather and are indicated by a “Warm Weather Advisory”. Items with this advisory are shipped at the customer's known risk. Cold packs are available for an additional cost of $4.50 to help avoid receiving items damaged from heat. Please be advised that ice packs only have a significant benefit in the first 24-36 hours and only when shipping in moderate temperatures. There is a place to request a cold pack on the order form. We can also request that our shipper obtain a signature when the package is delivered. This would help ensure that the package is not left outside in the heat. During the warmer season, we suggest to ship at-risk-items on Mondays to avoid orders being left in a hot truck over the weekend. For transit times that are more than 3 days, we would recommend upgrading to 2nd day service. We apologize for the inconvenience this may cause due to any uncontrollable weather issues.
Please feel free to contact us and let us know if there is anything else we can do for you.