Order Questions and Issues

Can I change my order?

Unfortunately, our system does not allow us to revise existing orders after they are placed. However, we will be happy to help you place an additional order. If you have questions or concerns regarding an order, please feel free to contact us by phone or email. Email info@gerrardkessler.com or call 707-242-1426 for assistance.

 

Missing or Damaged Items

Before reporting an item as missing, please check your packing slip first. Some orders arrive in multiple boxes and or at different times due to shipping from multiple locations. If this is the case for your order, we will check off the items that you received and leave you a note regarding the remaining products. Please report any damaged or missing items to us by emailing us within 14 days of delivery.

 

Lost Packages

If you have a package that was marked as delivered, but you did not receive it, please follow these steps:

1. Look in alternate areas at the shipping address where the package may have been left. Also, please check with your neighbors to see if the package was delivered to them by mistake.

2. Contact your local post office, UPS or FedEx facility using the shipment tracking number that was provided to you.

3. Contact us by email. Please report your lost or stolen shipment within 14 days of the marked delivery date. If an order is lost after being shipped out to you, we are unable to take responsibility for the package once it is marked as delivered. In instances of lost or stolen packages, the third-party delivery service will be responsible for your missing order. Please note, Gerrard Kessler is not responsible for refunding or replacing lost orders due to an incorrect shipping address provided at checkout.