Return and Shipping Policies


Shipping

International Orders

Returns and Exchanges

Repair or Replace Guarantee

 

SHIPPING

In-stock products ship within 1–2 business days. Orders placed on Friday after 3 pm and during the weekend ship the next business day. 

If your order contains in-stock product(s) and product(s) on a production timeline, we will split the shipment and ship products as they become available.

We ship orders via FedEx, except for PO box deliveries, which we send via USPS. Shipping and delivery timelines presented at check-out are quoted directly from the shipping carrier. Because they’re determined and executed by the shipping carrier, we cannot guarantee quoted delivery timelines.

You’ll receive an email with your tracking number after we fulfill your order and the shipping carrier has received and scanned the package.

All shipping charges are nonrefundable, and all shipping inquiries (for example, concerning a delivery delay, lost package, or package rerouting) must be addressed with the carrier. We’re unable to provide shipping information beyond that supplied through the tracking number.

We are not responsible for packages that are lost or damaged in transit, but we’ll do what we can to help. If you believe your product(s) were damaged in transit, contact the carrier as soon as possible. Keep all packing materials as the carrier may require them as proof of damage. 

After contacting the carrier, please reach out to info@towncutler.com with your order number and a photo and description of the damage. We'll always do what we can to help! 


INTERNATIONAL ORDERS

We currently offer international shipping to Canada, Australia, New Zealand, Sweden, Norway, France, and Italy (select items). 

* We have temporarily paused international shipping to the United Kingdom while we review new tax laws that went into effect on January 1, 2021 due to Brexit.

International orders are final sale, as we’re unable to offer exchanges or returns due to duties complications.

International taxes, duties, and customs are not included in our shipping cost and are the sole responsibility of the recipient. Note that your package may remain in customs until all taxes, duties, and customs have been paid. Some countries issue hefty fees, so we highly suggest researching these rates before ordering. Please contact the shipping carrier with questions.

We cannot guarantee delivery dates for international shipments, as delivery dates quoted by the carrier don’t account for the time it may take for your shipment to clear customs.


RETURNS AND EXCHANGES

We offer refunds and exchanges within 30 days of purchase for most products. Proof of purchase is required, and products should be unused and in their original condition and packaging. If we deem a product has been minimally used, it may still be eligible for return or exchange but subject to a 20% fee deducted from the total return or exchange amount.

Products that aren’t eligible for exchange or return include gift cards, custom orders, monogrammed and engraved items, and items marked as final sale.

We only accept returns for products purchased directly from us. To return a product you purchased from another retailer, please contact them for their return policy.

To return or exchange product(s), email info@towncutler.com with your name, order number, and reason for the return or exchange, and we’ll contact you with instructions. Please don’t send product(s) for return or exchange without contacting us first. Returns or exchanges sent without prior communication may not be accepted.

We process refunds and exchanges after receiving and inspecting the product(s). Refunds are issued to your original payment method. If you paid with a Town Cutler gift card, you’ll receive your refund as a Town Cutler gift card. You can always choose to receive your refund or exchange as a Town Cutler digital gift card if desired.

We do our best to process refunds and exchanges as quickly as possible. Note that the time it takes for the refund to post to your account will vary depending on your original payment method and financial institution.

All shipping charges are nonrefundable, and we are not responsible for the shipping cost of returned and exchanged products. You may request a FedEx return label from us, or choose a carrier of your choice. If using a carrier of your choice, please email us the tracking number at info@towncutler.com. We cannot issue a return or exchange for product(s) that are not received by us.


REPAIR OR REPLACE GUARANTEE

Town Cutler Guarantee

Our products are designed and made to bring you a lifetime of enjoyment in the kitchen with proper care.

We provide free lifetime sharpening for Town Cutler knives, and we’re happy to make minor tip and chip repairs as part of this service.

In the unfortunate event that you believe your product has a manufacturing defect, you can send it back to us for inspection anytime, and we will repair or replace your product as deemed appropriate. Manufacturing defects do not include normal wear and tear, and we will not repair or replace a product if it has been:

  • misused (for example, used as a screwdriver)
  • neglected to be cared for properly (for example, by putting it in the dishwasher, failing to clean acids off the blade, damaging with chemical cleaners such as bleach, dropped, or leaving it soaking in water)
  • modified from its original design (for example, by drastically changing the blade profile, rehandling, or putting your knife in the oven or freezer)

If you believe there’s a problem with your product, contact us at info@towncutler.com, and we’ll do our best to resolve the issue.

Repairs

If your product requires repair, contact us at info@towncutler.com with your name, order number, the reason for repair, and a photo of the product or area in need of attention. We’ll determine the best course of action and reach out with solutions and a repair timeline.

For U.S. addresses, we provide a free shipping label for you to send us your product(s) to repair.

Replacement

We will replace your product if it cannot be repaired and is still available. If no longer available, we will gladly exchange for product(s) of equal value or offer store credit in the form of a Town Cutler digital gift card that does not expire.

 

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