Reply from Kith and KinJan 24, 2025
Thank you for sharing your feedback. I’m truly sorry that your experience didn’t meet your expectations, and I’d like to take a moment to address your concerns and share the steps we’ve taken to make things right.
Your book was ordered, produced, and shipped within our standard 5-business-day production window. The economy shipping option selected at checkout provided an estimated delivery timeframe, but as this is not a guaranteed service, delivery times can vary—especially during the busy holiday season. Since mail carriers do not deliver on Christmas Day, this may have contributed to the delay in receiving your order on December 26th. I regret that the chosen shipping option didn’t align with the timeline you were hoping for.
As a small business, we take pride in responding to customer inquiries promptly—typically within a few hours. When you first reached out after receiving your book, we responded immediately and worked quickly to find a resolution that would address your concerns.
Before printing, we prompt users twice to review and approve their final file to ensure it meets expectations. The book you initially received was printed as it appeared in the file you approved. That said, we understand that in the rush of the holidays, details can sometimes be overlooked, and we’re always here to help when something doesn’t turn out as expected.
To ensure your satisfaction, we added your new response, reprinted the book at no cost, and upgraded the shipping to get it to you quickly.
At Kith and Kin, we’re dedicated to creating meaningful keepsakes that celebrate life’s special moments. While I regret that this experience wasn’t what you’d hoped for, your feedback has been invaluable in helping us improve. I hope that, in time, the book will bring comfort and connection to you and your loved ones.
Kind regards,
Brittany
Founder, Kith and Kin
