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Order Status Updates

Update: 5/21/20 2:36PM CST

Here is the latest update in regards to inventory and shipping.

Shipping Delays

The good news: We are shipping out all orders from our warehouse within 1-2 business days.

The not-so-good news: Some postal carriers are experiencing delays in getting orders delivered due to the coronavirus pandemic.

Depending on your location and carrier, you could experience a delay of up to 7-12 days in receiving your order. Many recent orders are being delivered within our typical 2-3 day time window but we want to set proper expectations in case your order does get delayed.

For further information on expected delivery changes from carriers, please visit the links below:

While the postal carrier delays are largely out of our control, we are actively working with our distribution center to identify any opportunities to decrease the transit time.

If you are having trouble finding the status of your order, please login to your Kettle & Fire account or contact our support team.

Product Availability:

You can find all of our products that are available for purchase through this link. Here is the list of products that are in-stock:

  • 32 oz Chicken Bone Broth
  • 32 oz Beef Bone Broth
  • Chili with Beans
  • Turmeric Ginger Bone Broth
  • Mushroom Chicken Bone Broth
  • Mushroom Bisque Soup
  • Miso Soup
  • Thai Curry Soup
  • Butter Curry Soup
  • Spicy Cauliflower Soup
  • Beef Bone Broth

Out of Stock Products

As we continue replenishing inventory, the products below are not available for new orders. This will not affect any upcoming subscription orders:

16oz Chicken Bone Broth, Broccoli Cheddar Soup, Lemongrass Ginger Bone Broth, Butternut Squash Soup, Creamy Tomato Soup

We expect to have our Lemongrass, Tomato, and Butternut available for purchase by early next week. Our 16oz Chicken Bone Broth and Broccoli Cheddar will be out of stock for the next 3 weeks.

Update: 5/5/20 10:34 AM CST

Here is the latest update in regards to inventory and shipping:

  • We've made huge strides in the past week regarding shipping and inventory replenishments. All backorders from March have now been shipped.
  • The majority of our flavors are now available for new orders. You can find what flavors are available by visiting this page.
  • Due to the high volume of orders this month, our distribution center is catching up on shipping all orders out. Currently, all processed orders will take 3-6 days to ship out. You will receive a tracking link via email once your order has been shipped.
  • Our support team is almost caught up on all open tickets. We expect to resume normal phone and live chat coverage by the beginning of next week if not earlier.

Update: 04/23/20 3:44 PM CST

Here is the latest update in regards to inventory and shipping:

  • We now have inventory available for all of our backorders from March and April. These orders began shipment last week and will continue to be shipped out through next Friday. If you are an affected customer, expect a shipment notification email within the next week if you have yet to receive one.

Products That Are Available For Purchase

These products are now available for purchase and will not experience any shipping delays:

  • Chili with Beans
  • Turmeric Ginger Bone Broth
  • Mushroom Chicken Bone Broth
  • Mushroom Bisque Soup
  • Lemongrass Ginger Bone Broth
  • 32 oz Chicken Bone Broth
  • 32 oz Beef Bone Broth
  • Broccoli Cheddar Soup
  • Creamy Tomato Soup
  • Miso Soup
  • Thai Curry Soup
  • Butter Curry Soup
  • Spicy Cauliflower Soup.

You can purchase any of these products today from our store by visiting this page.

Out Of Stock Products (Not Available for New Orders)

As we continue replenishing inventory, the products below are not available for new orders. Based on upcoming production schedules, we are hopeful that these will be available for purchase in the coming weeks. This will not affect any upcoming subscription orders:

16oz Chicken Bone Broth, 16oz Beef Bone Broth, Coconut Curry & Lime Bone Broth, Butternut Squash Soup, Chipotle Beef Bone Broth

Customer Support Update:

  • We are making great progress in catching up on all open support tickets. We are also actively triaging and prioritizing questions directly related to recent orders. 
  • Thank you for your continued patience as we work through this situation. Our team is working over-time to make sure you are taken care of.

Update: 04/17/20 3:23 PM CST

Here is the latest update in regards to our online inventory situation:

  • We have ramped up production for all of our product lines given the surge in demand for storable foods. Our #1 goal is to replenish inventory so that we can fulfill all orders in a timely matter.
  • We've also implemented new systems that will allow us to monitor inventory levels in real-time. This will ensure that all incoming orders are fulfilled and prevent over-selling of product that is out of stock.

Products That Are Back In Stock

These products are now available for purchase and will not experience any shipping delays:

Chicken Bone Broth, Turmeric Ginger Bone Broth, Mushroom Chicken Bone Broth, Coconut Curry & Lime Bone Broth, Lemongrass Ginger Bone Broth, Chipotle Beef Bone Broth, 32 oz Chicken Bone Broth, 32 oz Beef Bone Broth

You can purchase any of these products today from our store by visiting this page.

Out Of Stock Products (Not Available for New Orders)

As we continue replenishing inventory, the products below are not available for new orders. Based on upcoming production schedules, we are hopeful that these will be available for purchase in the coming weeks. This will not affect any upcoming subscription orders.

  • All soups
  • Beef Bone Broth

Backorder Update:

  • We shipped a large amount of existing backorders this week. All backorders from this group of shipments should receive an order confirmation and shipping tracking link.
  • We did experience an unforeseen delay in a transfer shipment from previous distribution center. This delivery transfer will happen next week. After this transfer is completed, the majority of leftover backorders will go out delivery by 4/22 at the latest.

Pre-Order Update

  • For pre-orders in the last 2-3 weeks excluding beef chili and thai curry: The majority of these pre-orders have been shipped out for delivery. If you have yet to receive a shipping confirmation email, you can expect to receive an order confirmation and shipping tracking link by 4/22.
  • For pre-orders that included beef chili and thai curry: Given production delays, these orders are expected to now ship the week of 5/15.

Subscription Customer Update:

    • Our logistics team continues to prioritize all existing and upcoming subscription renewals. We do not expect any shipping delays over the next 30 days excluding beef chili and thai curry.
    • For active subscribers that have beef chili and thai curry in their order: Given production delays, we expect to replenish inventory for these products by 5/15. Our support team will be sending email communication next week to assist you in delaying or switching out these products for other products that are in stock.

Customer Support Update:

  • We are making great progress in catching up on all open support tickets. We are also actively triaging and prioritizing questions directly related to recent orders. 
  • Thank you for your continued patience as we work through this situation. Our team is working over-time to make sure you are taken care of.

Update: 04/09/20 2:46 PM CST

First, here's a quick update on how we've progressed from an inventory replenishment standpoint:

  • We have accelerated our production schedule to catch up with the increased demand from the coronavirus pandemic.
  • We've successfully moved to our new distribution center. This will allow to ship a higher volume of orders on a daily basis. For all customers going forward, you can expect quicker delivery times from this move.

Backorder Update:

  • We shipped a bulk of our backorders last Friday (4/4).
  • Roughly 95% of all remaining backorders will be shipped out next week by 4/17 at the latest.

Subscription Customer Update:

  • Our inventory and logistics team continues to prioritize all upcoming subscription orders. We do not expect any order delays given the prioritization methods set in place.

Pre-Order Update:

  • Any new pre-orders can expect up to a 10-14 day delay in the order being shipped. You can check your order confirmation page for the latest information on the status.
  • All soups are not available for pre-order at least until next week. Based on upcoming production schedules, we are hopeful that these will be available for purchase in the coming weeks. This will not affect any upcoming subscription orders.

Customer Support Update:

  • Given the high volume of support tickets, our team is still working diligently to catch up on all tickets. We apologize if you haven't received a response in a timely matter, know that you will be taken care of once we get to your request.

Update: 03/27/20 10:07 AM CST

The Coronavirus national emergency continues to spike demand for our bone broth and soup products.

This week, we learned that our fulfillment center is short-staffed on labor due to Coronavirus concerns. Due to this, they are 10-14 days behind on fulfilling and shipping new orders.

Pre-Order selection for all products are available on our site. When you pre-order, we will notify you via email when we are approaching your ship date. This will secure your place in line while we replenish our inventory and catch up on backorders through our fulfillment center.

Shipping remains delayed on new orders, 10-14 days or more for most cases.

We use UPS to ship most of our orders. UPS is maintaining delivery services. They are obtaining exceptions that allow operations to continue wherever possible, even in restricted areas. UPS delivery operations have been designated critical infrastructure by governments and we continue to pick up and deliver, even in restricted areas.

Our production facilities continue to produce thousands of cartons a week as we have when orders related to this crisis started spiking this past week. We've posted this shipping delay messaging since March 26th at the top of every page on our web site and in a notice that appears in a pop-over box when you first visit the site.

From a customer support standpoint, we are working around the clock to catch up on all incoming emails and phone calls. We've hired additional support agents to assist us. Due to high volume, responses to your support questions might be delayed. We do expect to be completely caught up by early next week.

We will also take into account the date of your support request. So, if you make a request in time to make a change to your order, and we don't execute it before the deadline you will not be penalized.

Knowing all this, complete checkout to reserve your place in our order queue now if you're preparing for the long run with our shelf-stable and nutritious foods accordingly.

As has been in place since last week, orders will continue to be shipped on a first come, first served basis. If you choose to place your order today to secure your place in line, here's what will happen:

  1. You'll receive an order confirmation email when you complete checkout.
  2. When your order ships, we'll send you an email with the tracking number and timing of your delivery.
  3. The day of delivery, you'll receive an email with the tracking number and a message saying your order will be "delivered today" and is out for delivery.
  4. Once delivered to your doorstep, you'll receive an email saying your order has arrived! 

If your order is being delayed, we'll email you with updates about every 7-14 days. However, note now that our emails will not have much to say beyond what we're sharing here:

  • We're shipping orders on a first-come first, served basis. Thousands of orders are going out daily.
  • We have the items needed to produce your order and they're on hand in our facilities.
  • We're in contact and working with our suppliers daily to ensure that trucks are rolling and machines are running at maximum capacity.
  • We've more than quadrupled our customer service and multiple warehouse teams to better handle up to 100X normal order volume.
  • We continue to run expanded customer service hours - evenings and weekends.
  • We've expanded operations from a single shift to running 24/7 where possible with our teams working overtime and weekends.

We apologize for the delay and thank you in advance for your patience and understanding as we're all in this together. We appreciate you as a customer and do value your business. Stay safe and healthy.