FAQ

If you don’t like reading FAQs, have another question, or want to order by phone, call us at
+1 (855) 848-3778 (9 a.m. to 6 p.m. EST, Monday - Friday). You can also email us.

ABOUT US
1. How is KM different?
2. How do you choose your products?
3. Why are your products so expensive?
4. What do you do for the environment?
5. Where do I sign up for the newsletter?

CUSTOMER ACCOUNTS
1. General Overview
2. Wishlists

ORDERING
1. How much is shipping? (U.S. & International)
2. How do I return a product?
3. What is your privacy policy?
4. Where is my order shipping from?
5. Where do you charge sales tax?
6. Why are some products not available to ship to my country?
 

ABOUT KAUFMANN MERCANTILE

1. How is KM different?
We believe that humans are fundamentally story-tellers and tool-makers. So that's what we do: sell quality tools and tell the stories of those who made them. We think it's good to know where a product came from. We work with companies and people who have a passion for what they make because we believe this translates into better products that are manufactured more responsibly.

2. How do you choose your products?
Our top priority is long lasting quality. We want to offer the best example of everything. To us this means well-designed materials that age well and products that can be repaired, instead of ending up in landfills. Many of our brands aren't widely distributed. And this is largely because they focus on making quality goods and not mass-marketing. In our product descriptions, you'll find out more about these brands and why we think each product is best for the job.

3. Why are your products so expensive?
If you think about it, they're really not. We've only unfortunately gotten used to buying on the cheap. It's like eating candy. Good in the immediate and definitely bad in the long view. Things like pans and cowboy hats used to cost a lot of money back in the good old days. People saved to buy something, and then it lasted forever. It was cherished, turned into heirlooms, and imbued with memory. And those things probably still work. Granny's skillet, Pappy's hat. It was a trade-off—money for quality—but one that was good for everyone. We think our grandchildren deserve to find more than brittle plastic at their flea markets.

All the same, we always check to make sure our prices are as low or lower than any other company that stocks the same item. And remember, there's free shipping for orders over $190. You can also return anything within 90 days. We even have free return shipping within the U.S. If you take the time to contact us, we'll honor it by matching any competitor's price. 

4. What do you do for the environment?
Our products are chosen because they last a long time, which keeps them from ending up in landfills. We don’t like plastic and try to minimize its use. There's little of it in our products, and we ship everything using paper filling and with paper tape—no plastic or styrofoam. 

5. Where can I sign up to your newsletter?

You can subscribe to newsletter in the footer.


CUSTOMER ACCOUNTS

1. GENERAL OVERVIEW

How do I edit my account info?
Click “Edit My Account” under “Sign-In Email” on your My Account page. From there, you can create a new password, update your email address and change the name on your account. 

How do I add/edit a credit card?
You can add a new credit card during the checkout process when you place an order. Within your account, you cannot add a new credit card or edit an existing one. You can only delete the credit cards used for previous purchases.

How do I create a password?
You create a password when you first sign up for an account. Your password needs to be a minimum of eight characters long, and include at least one number and one special character, such as !@#$%^&*()+[ ]

How do I reset my password?
Simply click “Forgot Password?” on the Login page, then enter your email in the following page, and we’ll send you instructions on how to reset your password.

Do I need an account to make a purchase?
No, you can check out as a guest at any time. Click the cart icon in the top right corner of the website. When you click “Proceed to Checkout” in your cart, you have the option of checking out as a guest or creating an account.

By creating an account, you can shop faster and more efficiently with us. We save your credit card profile and shipping information for a seamless checkout experience. You can also create Wishlists to share with your friends and family.

Where can I view my order history?
Right on your My Account page under Orders. Every purchase that has shipped within the U.S. is visible. (Returns, however, are not reflected.)

How can I track my order?
You can see all the important information regarding your purchase under Orders on your My Account page, including order number, payment method, shipping address and method, and tracking number.

How do I return an item?

IF YOU ARE LOCATED IN THE USA

Returns

Undamaged items in their original condition - including all original packaging and tags - may be returned up to 90 days after you have received the item. To make a return, please use the pre-paid FedEx shipping label included in your package. Tape the label to the box or envelope you are sending back.

If you have the original packing slip, please circle the items you are returning and include it in your package. If you do not have the original packing slip, please include a note stating your full name and order number.

If you do not have your order number, please reach out to us via support@kaufmann-mercantile.com.

Please drop off the package at your local FedEx location, or any shipping company that accepts Fedex. You will be refunded after your package has arrived and been processed at our warehouse facility. The funds will be reimbursed to the original payment method.

To return damaged items, a gift for store credit, or for any other questions, please reach out to our customer support team at support@kaufmann-mercantile.com.

Exchanges

The best way to exchange an item is to place a new order on our website for the correct item, and return your current product using the above instructions for “Returns”.

Unfortunately, we cannot guarantee every exchange in case the correct product is not in stock at the time of the return. If you have any questions, please don’t hesitate to reach out to us via email: support@kaufmann-mercantile.com.

IF YOU ARE LOCATED OUTSIDE THE USA 

Returns and Exchanges

For all returns and exchanges outside the United States, please contact our customer service team at: support@kaufmann-mercantile.com.

 

2. WISHLISTS

How do I create and add to a Wishlist?
Click “Create New Wishlist” on your My Wishlists page to get started. When you want to add an item, click the “Wish It” button under the description at the top of the product page. If you have multiple wishlists, you can choose which one you want to add to. Click the button again to go directly to that wishlist page.

From there, you can add products directly into your shopping cart for checkout, or share your favorite finds with friends via email.

How many wishlists can I store in my account?
As many as you like. There’s no limit. You can see them all at the bottom of your My Account page under the Wishlists section and on your My Wishlists page.

Can I share my wishlists?
Of course! Simply click “Email This Wishlist To A Friend” at the bottom left corner of each wishlist page to share.


ORDERING AT KAUFMANN MERCANTILE

1. How much is shipping? (U.S. & International)

USA

Orders over $190 receive free standard shipping automatically. Ship time ranges from 2-5 business days.


OTHER SHIPPING OPTIONS:

Orders over $190 receive free standard shipping automatically. Ship time ranges from 2-5 business days.

If your order is $35 - $190: 2-5 day standard shipping is $8.95 USD

If your order is $35 or less: 2-5 day standard shipping is $4.95 USD

For all orders, 1-3 day shipping is $29 USD

Please note: Shipping to Alaska or Hawaii might take a bit longer.

Orders ship from our warehouse in Raleigh, NC. Orders before 1 P.M. EST usually ship the same day.

INTERNATIONAL

Kaufmann Mercantile has partnered with BorderFree to offer shipping around the world. During checkout we will calculate charges for shipping, customs, and duties for your order. We currently offer the below attractive flat shipping rates with minimum orders.


 

2. How do I return a product?
You can return all items in unused condition within 90 days. We offer a full refund or a store credit. If a product arrived damaged, we will send out a replacement right away.

For all returns and exchanges either call us at 347 529 5122 (9 a.m. to 7 p.m. EST) or email us at support@kaufmann-mercantile.com. We’ll send you a label for free return shipping via USPS from within the United States. 

3. What is your privacy policy?
We handle your personal information responsibly, and during transmission your order information is encrypted using industry-standard Secure Sockets Layer (SSL) technology. We never share, sell or in any way distribute your personal information.

4. Where do the items ship from?
Our warehouse in North Carolina, United States.

5. Where do you charge sales tax? 
In our home state, New York, and North Carolina.

6. Why are some products not available to ship to my country?
Due to customs regulations, we unfortunately can't ship particular items to certain countries. If you have a question about a specific product and its restrictions, please feel free to send us an email at support@kaufmann-mercantile.com.

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