Our goal is to keep the customers 100% satisfied. To this end we work very hard with the factories that produce the current release knives. Thus, any defective item that has gotten past our shipping crew will need to go back to the factory for repair. If you need to send a knife back to the factory, let us know and we will issue a refund to the transaction to cover USPS Priority Small Flat Rate shipping. If you have decided you are not happy with the knife and just want a store credit, send it back and we will issue a store credit minus our actual shipping costs (whether built into the price of the item or not). If we feel any particular customer is abusing this policy or returns just get too common for a particular customer, we reserve the right the deduct a 15% restocking fee from the credit. If you want a refund on the purchase price of a personal preference return item, the actual shipping cost incurred by us will be held out. Regardless of which of these methods are used, there will only be a 10 day allowance after receipt of the product to notify us; and once the return is authorized, a strict 10 day allowance to get it back to us.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link or "Order Status" -> "Order Details" under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We have tried a lot of ways to calculate shipping automatically, and have concluded that charges based on the amount of the purchase work the best. Some items may have FREE shipping and will not be counted against this in an order that included non-free items. Generally our breakdown is based on tiers respective to the amount of the purchase and are shown before final payment during checkout. If we are preparing to ship and notice that we can combine orders going to the same address, we will.
We are a family business; as such we are not in the store every waking moment. Most weeks we ship three days at least, but this increases to near daily in November and December.
We ship via USPS Priority mail and optionally USPS Express to most United States states and territories. Insurance is provided as a seperate item than can be added to the cart in $100 value increments. If you need insurance because of concerns on your end (prior theft, etc.) then please add it to the order before checking out. If the USPS tells me they have delivered your package, I will not be responsible for loss or theft. We do not ship internationally, check out FAQ's for reasons.
You can keep up to date with your order by creating and logging into your account. Once it ships a tracking number will be supplied.
Generally we will allow order cancellations right up until we print the shipping label. After that, any incurred fees associated with a cancellation will be held out of the refund.
Special Handling Instruction
If you need to include special handling instructions on the label, such as "Leave at front door", etc. Please use the "Company Name" or "Address Line 2" components in the address portion itself for these. We must ship to the address provided in the transaction and the order notes are only for preferences or notes directly to CollectorKnives.