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Customer Service

ChefTools.com Customer Service FAQ  (click one of the topics below)

· How will you contact me regarding my order?

· How will I know when my order ships?

· Can I place an order by telephone?

· How do I cancel an order?

· Do I have to pay sales tax?

· What if something is missing from my order?

· Is my credit card safe for online orders?
· Can I purchase a gift card from ChefTools.com?

· Can you help me find and purchase items not currently on your website?

· What is your return/exchange policy?

· How do I get an RMA?

· What about refunds and damaged items?

· Sale Exclusions

Customer Service Information

How will you contact me regarding my order?

Our primary form of communication with you will be email, so it’s important that we have your correct, current email address. We NEVER sell or share our customers’ email addresses or any other information. Immediately after you place an online order our system will send an automatically-generated acknowledgement.



How will I know when my order ships?

Shipping confirmation and a tracking number (for all but some Super Saver shipments) will be emailed when your package ships, sent to the email address you have supplied.



Can I place an order by telephone?

Because we have taken every precaution with our online safety features, we prefer that you place your order online. Please contact us if you have a question or problem and we will respond as quickly as possible. If it’s about a current order, please include the order number.



How do I cancel an order?

Our orders are often processed and shipped the same day we receive them. If you wish to cancel an order, please email customerservice@cheftools.com before 1:00 PM (PST).



Do I have to pay sales tax?

Since our "business presence" is in the state of Washington, only merchandise shipped to Washington addresses is charged sales tax.



What if something is missing from my order?

First, please check the packing slip to see if your order has been sent in two or more boxes. If an item is back-ordered, that will be noted on the invoice and you should have been notified by email. If the item is not listed on the packing slip, please email customerservice@cheftools.com so we can correct the problem.



Is my credit card safe for online orders?

Yes! ChefTools.com uses a Secure Server Technology (Secure Sockets Layer protocol, also called SSL). With this technology the characters are encrypted, making it impossible for a third party to intercept your personal information as it travels over the Internet.

For your safety, be sure that you are on a secure network, in a secure location. Public computers and unsecure wireless networks do not produce the ideal situation for maximum online security.



Can I purchase a gift card from ChefTools.com?

We currently offer gift certificates in $20, $35, $50, $75, $100 and $150 amounts. You can enter a personalized message and have the certificate mailed directly to the recipient with no postage fees. Simply choose the "Will Call" shipping option when checking out.



Can you help me find and purchase items not currently on your website?

If you’re searching for something specific, we’d be glad to help. Let us know what you’re looking for and we’ll do our best to find it for you! Please email customerservice@cheftools.com about any products you are seeking.



What is your return/exchange policy?

You may return any non-clearance merchandise to ChefTools.com within 30 days for a refund or exchange. We do not accept returns or exchanges on clearance items. Merchandise must be unused, unopened and in original undamaged packaging for resale. All perishable merchandise is non-returnable.

Refunds are applicable only on returned merchandise. Shipping fees are non-refundable, and if the actual shipping charged by the carrier is greater than the shipping charges you paid the difference will be deducted from your return. This is necessary for us to keep our shipping rates as low as possible.If you are exchanging merchandise, a new shipping fee will be applied for the second shipment. Returned books must be in new condition. If package has been refused for any reason, or returned with an incorrect address, a 15% restocking fee will be applied.

A Return Merchandise Authorization Number (RMA) is required to process your return or exchange. Please e-mail us at Returns@ChefTools.com, or call us from the Seattle area at (206) 933-0700 for an RMA number. Send your return merchandise to the address below with your RMA number noted on the outside of the box.

Please note that you the customer must pay for return shipping, via any method. ChefTools.com cannot accept CODs. Please protect your return by getting a tracking number and/or insurance from the post office, UPS, or from whichever carrier you choose to return the merchandise. You are responsible for the safe return of all merchandise.

Return address:

ChefTools.com
Attn: Exchanges/Returns
309 S. Cloverdale, C35
Seattle, WA 98108



How do I get an RMA?

Please contact customerservice@cheftools.com for a Return Authorization Number.


What about refunds and damaged items?

Refunds apply only to returned merchandise - shipping fees are non-refundable. All returned items, including books, must be unused, unopened and in resalable condition. If a package has been refused for any reason, or returned because we were given an incorrect address, a 15% restocking fee will apply. We at Chef Tools understand that a product may get damaged in transit. We want to work with you as we go through the claims process and make sure we do everything we can to bring it to a satisfying and timely conclusion. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. If you determine the product to be damaged, please report it in an email to customer service at customerservice@cheftools.com within 48 hours of receiving the shipment. When reporting a damaged product, please include in your email to customer service photos of the damages for us to use in the claims process. This will help us process your claim accurately.

Sale Exclusions

The following manufacturers are exempt from promotions:
Aerolatte, Alfi, Architec, Bialetti, Bisbell, Bodum, Calphalon, CDN Thermometers & Timers, Chantal, Charles Viancin, Chef Pro, Chef Works, CIA Masters Collection, Cuisipro, De Buyer, Duralex, Emerilware, Fissler, Frieling, Gamila Company, Goodbye Detergent, Hurom, iSi North America, John Boos, Kaiser Bakeware, Kyocera, LamsonSharp, Le Creuset, L'Equip, Match, Mauviel, Messermeister Knives, Microplane, OXO, Picnic Time, Prepara, Raw Materials Design, Revol, Rosle, RSVP & Endurance, Scanpan, Screwpull, Shun, Taylor's Eye Witness, Teeli, Tramontina, USA Pans, Vacu Vin, WMF, Zyliss


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