Updated November 2026
Submitting a support request
Fulfillment clientsOpen a request in the support portal, or email support@kaerwell.com, with the order or replenishment number and what you need. Every request goes to the whole fulfillment team, so nothing waits on one person.
Where
- Support portal: fulfillmentsupportkaerwell.zendesk.com and choose Submit a request. Your account and your team's logins are created during onboarding; ask us to add anyone who needs one.
- Email: support@kaerwell.com from the address on your account.
- Phone: 888-301-9009, Monday to Friday. For anything that changes an order, follow up in the portal so there is a record.
Tip
A request submitted without the required fields does not send. Make sure the form confirms your submission.
What to include
| Request | Include |
|---|---|
| Cancel or change an order | The order number (the shipping number from the portal), and the change |
| Address change | Order number and the complete new address, including unit and phone |
| Expedite or service change | Order number and the service you want |
| Order not shipped or delayed | Order number and tracking number |
| Missing, wrong, or damaged | Order number, product and quantity, photos |
| Claim | Order number, tracking, carrier, the sales invoice, photos for damage |
| Return label | Order number, product, the address it ships from |
| Replenishment question | Replenishment ID and tracking |
| Inventory or quality check | SKU, lot, what to verify |
| Kitting or special project | What to assemble, quantities, and a date |
| User access | Name and email of the person |
Response times
Requests are picked up during business hours, Monday to Friday, and most are answered the same business day. Replies come from the ticket, so reply to the email to keep the thread.
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