Frequently Asked Questions
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Shop Pay, and Google Pay/Apple Pay where available at checkout.
I made a mistake on my order, wrong address, wrong item, etc, can I fix it?
Contact us as soon as possible after placing your order. If it hasn't shipped yet, we can usually update it. Once an order has shipped, we're no longer able to change the address or contents.
Can I cancel my order?
Reach out right away via our Contact Us page. We can cancel orders that haven't yet been processed for shipping; once an order has shipped, it will need to go through our standard return process instead.
Shipping
Where do you ship from?
We ship worldwide from our warehouses in Hong Kong and China, direct to your door.
How long will my order take?
Orders are processed and shipped within 1 to 2 business days. Standard shipping transit time is typically 10 to 14 business days, though this can vary depending on your location.
Do you ship to my country?
We ship worldwide to most countries. If you cannot see your country at check out, please reach out to us.
Will I have to pay customs fees or duties?
Possibly. Depending on your country, you may be responsible for tariffs, duties, or import taxes charged by your local government. These charges are outside of our control and are the responsibility of the purchasing customer.
How do I track my order?
Once your order ships, you'll receive an email with a tracking number so you can follow its progress.
My order hasn't arrived, or tracking hasn't updated, what should I do?
First check the tracking link in your shipping confirmation email. If it's been longer than the expected transit window or something looks off, contact us and we'll look into it for you.
Returns, Refunds & Warranty
What is your return policy?
We offer a money back guarantee for 30 days from the date your order is delivered. To start a return, use the Contact Us form and our team will guide you through the process.
How do I return an item?
Get in touch with us via Contact Us within 30 days of delivery. We'll confirm the details and arrange for the item to be sent back to our processing facility in Hong Kong.
Will I get a full refund?
Refunds are issued to your original payment method. Please note that original shipping and handling charges are not refundable.
Is there a warranty on your products?
Yes. Warranty coverage varies by product line:
- Knives carry a limited 12 month warranty against manufacturer defects.
- Other products (BBQ accessories, tools, etc) typically carry their own specific warranty period; check the individual product page for details, or contact us if you're not sure.
In all cases, normal wear and tear isn't covered, and warranty doesn't extend to accidental damage from improper use, storage, dropping, temperature extremes, or failure to follow the usage guidelines listed on the product page.
Something arrived damaged or isn't working, what do I do?
Sorry about that! Please contact us with your order number and a photo of the issue, and we'll sort out a replacement, repair, or refund.
Products
Are your products good quality? Are you a legitimate brand?
Yes, every product we sell is developed and tested with real use in mind, and backed by our returns and warranty policies above. You can also check out verified customer reviews on individual product pages.
Where are your products made?
This varies by product and is listed on each individual product page. Many of our knives, for example, are made in Yangjiang, China, a region with centuries of knife making heritage.
Do you offer care or cleaning instructions for a specific product?
Yes, care instructions are specific to each product and can be found on that product's page (for example, our Knife FAQ covers knife care in detail, and the Grill Mate BBQ Blanket page covers cleaning that item). If you can't find what you need, contact us and we'll help directly.
Do you restock items that are sold out?
Most items are restocked regularly. You can sign up for a restock notification directly on the product page if it's currently unavailable.
Contact & Support
How do I get in touch with your team?
The fastest way is through our Contact Us page, just fill out the form and our support team will get back to you.