Shipping & Delivery

Last updated: November 9, 2026

Every sweater and jersey that leaves the Kitden den follows the same route: we get it ready, we hand it to a carrier in the USA, and it travels to you at no cost. This page explains each step of that route in plain numbers, so you know what to expect between the moment you place an order and the moment the parcel lands on your doorstep. If anything here is unclear, write to support@kitden.shop and a person on our team will answer within 24 hours on business days.

1. Where we ship

Kitden ships to four countries: the United States, Canada, Australia and New Zealand. Checkout only accepts delivery addresses in those countries. If you live somewhere else, we are sorry that we cannot send an order to you at the moment. Please do not use a forwarding address in one of our countries to reach another destination; we cannot follow a parcel after a forwarder takes it, and any problem that happens after that hand-over is outside what we can fix.

Inside the four countries we deliver to street addresses, apartments, offices, and the post office boxes or parcel lockers that the local carrier accepts. Remote and rural areas are included. Some islands, territories and very remote postcodes can take toward the longer end of the transit range, so please allow for that when you plan around a game day or a birthday.

2. How much shipping costs

Shipping is free. There is no minimum order value, no surcharge for a single cap, and no extra fee for a large family order with several lettered sweaters. The shipping line at checkout shows zero for every address in the United States, Canada, Australia and New Zealand.

The price you see at checkout covers the item and its delivery to your door. Kitden does not collect sales tax at checkout. For orders delivered to Canada, Australia or New Zealand, import duties, taxes or handling charges may apply depending on the destination country, its rules and the value of the parcel. Those charges, where they exist, are set by the customs authority of that country and not by us. If a carrier or customs office contacts you about a charge, email us before you pay or refuse it and we will help you understand what it is.

3. Processing: getting your order ready

Processing is the time between your order and the moment the parcel is handed to the carrier. At Kitden it takes 1-3 business days. Business days are Monday to Friday, excluding public holidays in the USA. An order placed late on a Friday or over a weekend starts its processing on the next business day.

Lettered items carry your name, number and, on some styles, a chest word or sleeve numbers. We print exactly what you typed in the fields on the product page. We do not send a proof or mockup before production, which keeps the processing window short. Please read the live preview carefully before you place the order. If you spot a typo after ordering, email us within 24 hours and we will correct it before the item goes into production.

Blank jerseys, the plain cap and the unlettered tee follow the same 1-3 business day window. If your order mixes lettered and blank items, we ship them together once everything is ready, unless we tell you otherwise by email.

4. Transit: the trip to your door

Once the carrier has your parcel, transit to the United States, Canada, Australia or New Zealand usually takes 7-14 business days. The total time from order to delivery is therefore processing plus transit: roughly 8 to 17 business days in most cases.

These are estimates, not guarantees. Weather, peak holiday weeks, customs checks for international parcels and local carrier delays can stretch the trip. We do not offer express or overnight options, and we cannot promise delivery by a specific date. If you need a sweater for a tournament or a gift on a fixed day, order early and leave room for the full range.

Holiday and peak periods

Late November through December is the busiest stretch for carriers in all four countries. Parcels in that window often sit near the top of the 7-14 business day range. Plan holiday gifts with that in mind.

5. Tracking your parcel

When your parcel ships, we email the address you used at checkout with the carrier name and a tracking number, where the carrier provides one. Tracking can take a day or two to show the first scan, because carriers often scan a parcel only once it reaches their sorting centre. International parcels may switch to a local carrier in Canada, Australia or New Zealand, and the tracking number may change or start showing updates on that carrier’s site.

You can also follow your order on our Order Tracking page. If you did not receive the shipping email, check your spam or promotions folder first, then write to us with your order number.

6. Getting the address right

The address you enter at checkout is where the carrier will try to deliver. Please check the street, apartment or unit number, city, state or province, and postcode or ZIP code before you pay. If you notice a mistake, email us within 24 hours of ordering and we will update it before the parcel ships. After the parcel has left us, we may not be able to redirect it; the carrier decides whether an address change in transit is possible.

If a parcel comes back to us because the address was incomplete or the carrier could not deliver it, we will email you to arrange the next step. Contact us and we will help you find the best option for your situation.

7. Late, lost or damaged parcels

Sometimes a parcel goes quiet. If your tracking has not moved for a while or the delivery window has passed, please email support@kitden.shop with your order number. We will check with the carrier and tell you what we find. Contact us and we will help; we work through each case with the carrier and keep you updated by email.

If tracking says delivered but you cannot find the parcel, check with neighbours, building reception, mailrooms and any safe place the carrier may have used. Then write to us, and we will look into it with the carrier.

If your parcel arrives damaged, or the item inside is not what you ordered, take a couple of photos of the parcel and the item and email them to us. A wrong or damaged item is our problem to fix, not yours, and our Returns & Exchanges page explains how we put it right.

8. Split shipments and multiple orders

Most orders arrive in one parcel. Occasionally items in the same order may ship separately. If that happens, you will receive a separate tracking email for each parcel, and shipping stays free for every one of them. If you place two orders on the same day and would like them combined, email us quickly and we will try; we cannot promise it once processing has started.

9. Customs for Canada, Australia and New Zealand

Parcels to Canada, Australia and New Zealand cross a border, so customs may inspect them. Inspections can add time to the trip. Duties and taxes depend on the destination country, its current rules and the value of the order. We do not collect them at checkout. If you are asked to pay a charge on delivery, please email us before you refuse the parcel, because a refused parcel can take a long time to come back and that delays any solution.

10. Returning an order

Shipping back to us is free too. You have 60 days to return an item, and we send you a free return label, including for change-of-mind returns. Once the return reaches us, your refund is issued within 7 days. All the details are on our Returns & Exchanges and Refund Policy pages. If you want to change or cancel an order before it ships, read Cancel or Change an Order.

11. Frequently asked shipping questions

Can I pay for faster shipping?

No. We use one free service for every order. The total time is 1-3 business days of processing plus 7-14 business days of transit.

Do you ship on weekends?

We process orders on business days, Monday to Friday. Carriers in some areas deliver on Saturdays, but that is up to them.

Where does my order ship from?

Every Kitden order ships from the USA.

Can I ship to several addresses?

One order goes to one address. For gifts going to different people, place a separate order for each address; each one ships free.

Will the parcel show prices?

Customs paperwork on international parcels may list the value of the goods, because customs requires it. Domestic parcels in the United States usually do not include a printed price list.

Packing and what arrives in the box

Sweaters, jerseys, hoodies and tees travel folded in a soft shipping mailer that keeps them dry and protects the lettering on the way. The cap travels in a mailer or a small box so the brim keeps its shape. There are no printed invoices with prices inside gift orders unless customs paperwork requires a value on the outside of an international parcel. If you are sending a lettered sweater as a surprise, ship it to your own address first and wrap it yourself, or choose the recipient’s address and add a short note in the order comments field.

When the parcel arrives, open it soon and check that every item and every name and number matches your order. If something looks wrong, photograph it before you wash or wear it and send us the pictures. Early photos help us fix the problem quickly and fairly.

A quick timeline example

Say you order two lettered hockey sweaters on a Monday morning. Processing runs Monday to Wednesday at the latest, and the parcel is handed to the carrier by the end of the third business day. From there, the trip to an address in Pennsylvania, Ontario, Queensland or Canterbury usually takes 7-14 business days. In a normal week that means the sweaters reach you in roughly two to three and a half weeks. In peak season, or if customs inspects an international parcel, expect the later end of that range.

Changes to this page

If our carriers, countries or delivery estimates change, we update this page and the date at the top. The terms shown when you placed your order are the ones that apply to that order.

12. Contact us about shipping

Questions about a parcel, an address or a delivery estimate go to support@kitden.shop. Include your order number and the email used at checkout so we can find your order quickly. We reply within 24 hours on business days. You can also use our Submit a Ticket form or browse the Help Center.

Kitden, 656 Austinville Rd, Troy, PA 16947, US. This is our business address for correspondence; it is not a pickup point or a returns address unless we tell you so in writing.