If we haven't answered your question below, please feel free to contact customer service.

FAQ photo

Frequently asked questions

Questions about your online order? Our customer service department is dedicated to assisting you. If you have a question regarding your order that isn’t answered here, please contact us at cservice@kcgift.com or 877.410.5145

Do you sell directly to consumers?

Katherine’s Collection is wholesale to retail trade only. As a consumer, you are encouraged to visit one of our established retailers. Many of these can be found on the retail locator at www.kcgift.com.

What is your minimum opening order? Reorder?

Katherine’s Collection’s minimum opening order is $250, reorders thereafter are $150. If this minimum is not met there will be a $20 fee to process the order.

If I am an existing customer, how do I login?

Your “Username” is your email address. If you have forgotten or need to change your password, click “Forgot Password” to reset it. For security purposes you can edit your password in “My Account” once you have logged in.

What are the Registration Requirements?

Complete the online registration form found under “my account” and provide a copy of your business resale certificate via the weblink or to cservice@kcgift.com.  Each new account registration will be reviewed.  Please allow 24 business hours for your wholesale account to be activated once approved.

Why do you need a copy of my resale certificate?

All accounts must have a have a state resale certificate to operate as a retailer or wholesaler. Katherine’s Collection requests a copy of the documentation to validate a business as Katherine’s Collection is wholesale to trade only. These processes are in place to protect Katherine’s Collection as well as our valued retailers.

Will I receive an order confirmation?

Yes, within 24 hours during the business week. If you don’t receive email confirmation, please email us at cservice@kcgift.com. Please provide us with your name and the date that the order was placed.

When will my order and freight be calculated and charged?

Freight will be charged once your order is processed at our warehouse located in Los Angeles. No orders are charged until they are ready to ship.

Can I change my order after submitting it online?

The order can be amended up to 10 days prior to being processed by the warehouse.
If the order has been processed (pick, packed, and shipped), it is not possible and too late to cancel. For any changes to an order you must email cservice@kcgift.com or call 877.410.5145 to get in touch with a customer service representative if you have any questions.

How do I add or change a shipping address that is not already available to my order?

In order to change a ship to address you must call a customer service representative from Katherine’s Collection at 877.410.5145.

Do I have to select a ship date for my order?

A ship date is required to complete an order. The ship date is the first date you would want for any items to ship from this order. Generally, Halloween begins shipping mid-July and Christmas and Harvest early August.

Do you accept credit cards as a form of order payment?

Yes – Visa, MasterCard and American Express.

May I pay my account with a credit card?

Yes, please contact the Customer Service at 877.410.5145.

How do I get the tracking number for my order?

Once an order is processed at the warehouse customer service will email a tracking number.

How long does it take for my order to ship?

Product availability is a large factor for the length of time an order will take to ship. Transit times for orders may vary based on carrier and distance. Orders are processed daily Monday – Friday.

I have received a damaged item, what should I do?

A damage may be processed one of three ways.
By submitting the claim to cservice@kcgift.com
Calling customer service 877.410.5145.
Processing the claiming through the website under returns