Store Policies


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Store Policies

Welcome to our Store Policies page. While we have attempted to address the various issues that may arise in the course of doing business, we are sure that some things will not be covered with these policies. If you have questions or concerns about anything in our store or how we may handle it, please contact us by email and we will respond as quickly as possible.

100% Satisfaction Guarantee

At ThePotsandPansStore.com, we want you to be 100% satisfied with your purchase. If for any reason you are not satisfied with your purchase, you may return it for a replacement or refund of the purchase price. Our products are fully guaranteed against any defects, faulty workmanship and loss through shipping. We even stand behind our delivery. If your package is not delivered when we said it would, then the shipping is free. Have questions about our products? Email us and we'll get the information for you. Refer to shipping and return procedure policies below.

Accepted Methods of Payment. We accept Paypal, Visa, Mastercard, American Express and Discover. We also accept money orders and personal checks (with a 10-day hold for the check to clear-returned checks will result in a $25.00 assessment to reimburse us for bank charges).

Shipping We ship our products to the contiguous lower 48 states within the United States. If you are in Alaska or Hawaii, please contact us for special shipping rates. At this time, we are not shipping to locations outside of the United States. While we have shipped goods to Canada, Europe and Australia we have found that the regulations, additional shipping costs as well as local taxes and customs details that are required by many countries makes international prohibitive.. If you would like to check with us on whether we can send a particular item to you outside the United States, please contact us and we will be happy to look into it for you.

Shipping Time. The time needed to ship merchandise will vary depending on the shipment's location and the particular time of year. Customers should expect a 7-10 day delivery time.

Shipping Methods. Merchandise will be shipped using Ground Service where possible. In addition, some items may be shipped directly from the manufacturer to customers. Contact us for tracking numbers for your order - we will get them to you as soon as possible. Also, please be aware that we try to send your items in a manner that is a quick as possible while at the same time being the most economical. However, when shipping a number of the items in our inventory, including cast iron cookware and appliances, the weight of the items will affect the cost of shipping.

Knife Laws. Knife laws vary. Please check with your local law enforcement agency for the laws in your area.

Damaged Shipments. Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier.

Manufacturers Defects. If a product appears to have a manufacturer's defect, email our Customer Service department for instructions. Do not return products to us without first contacting us to receive instructions. If an item is to be returned to us due to manufactures defect, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.

Cancellation Policy We understand that circumstances change in your thinking. If for any reason you wish to cancel your purchase within 24 hours or until the item has shipped, you may contact us to make that request. However, cancellations will not be allowed once an item has shipped. Upon receipt, you may contact us to arrange for a return, which will be guided by our Return Policy.

Return Merchandise Policy. If, within 30 days of your receipt of an item, you find that there is a defect or other problem with the item, you may arrange for a return and refund or exchange. Permission for any returned merchandise must be secured from our return department before shipping it back to us. You must email the refund request to support@thepotsandpansstore.com (with "RETURN" in the subject field), at which time the return authorization number (RA#) with return instructions will be sent to you. No packages will be accepted without a Return Authorization Number written clearly on the package. Products being returned must have a RA# issued before returned.

You have the option of receiving a refund or exchanging the item in question for something else in our store. Refunds will not be available more than 30 days after you have received the item. While we will make every reasonable effort to work with customers on satisfaction issues, we do retain the option of charging a 15% restocking fee for any non-defective item returns.

If you received a different product than initially purchased, the item must be returned with the following:

All original contents (product, manuals, instructions, etc.).
Original packaging.
Original invoice or receipt.

Once a return is authorized by our return department you should:

Return the item to the address given to you by our return department.
Write the Return Authorization Number clearly on the box or package.
Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. We can not be held liable for return merchandise that does not reach our return department.

We can refund shipping costs only if the return is a result of our error. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors. The limit of our liability is the replacement cost of any item you purchase from us.

In conclusion, we value you, our customer, above all else. If you feel that you are not being treated fairly or our normal procedures are not taking care of your problem, please let us know. We will make every reasonable effort to accommodate your needs.

Thank you for shopping with The Pots and Pans Store!