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Tanaquo Cutlery

SHIPPING POLICY

Delivery Services and Charges
Items ordered from Tanaquo Cutlery are shipped from the United States.  Free shipping within the US will be via USPS First Class Package or USPS Priority Mail.  If another carrier or service is requested, there will be additional charges.


International shipping - USPS First Class Package International and Priority Mail International services will be used, and the charges will be the same as actual costs.  If we are able to accommodate a request to use another carrier or use a different service, the fees will be those charged by the carrier or service.


International orders may be subject to local duties, taxes, and fees depending on the value of items and the destination country.  Any duties, taxes, and fees are the responsibility of the buyer and/or recipient of the items ordered from Tanaquo Cutlery.  Tanaquo Cutlery is not responsible for any of these expenses.


Delivery
Unless otherwise requested, items will be shipped and delivered without requiring signature.  The buyer and/or recipient is responsible for the safety of the package once it has arrived at the destination address.


Exchanges and Returns
Tanaquo Cutlery strives to offer the best customer experience, and customer satisfaction is our top priority.  If there is an issue with an order, or if an item is not satisfactory, please contact us immediately.  An RMA (Return Merchandise Authorization) number will be assigned, which needs to be included on and in the return package.  We can arrange one of the following options:


•    Return for refund
•    Return for exchange


The item and its packaging must be in 100% new condition as when shipped to the customer/recipient, and safely packaged for return.  If the item or packaging is not in new condition, or if there is damage during return shipping due to improper packaging, there may be extra charges, or a portion of the refund may be withheld.


A copy of the original invoice needs to be included with the return package, along with the RMA number.


All return shipping fees and insurance are the customer's responsibility.


All returns for exchange or refund need to be communicated to Tanaquo Cutlery within 14 days from receipt of the item by the customer or recipient.


Returns must be received within 30 days of request for return.


Some items may not be eligible for return, such as clearance and sale items.


Product Properties
Variation within a line of products is not uncommon, especially with hand made, hand finished, and natural items (such as stones).  Tanaquo Cutlery tries to provide specifications and photos that are as true to the products as possible, but some variation can be expected.


Incorrect Address
In case an incorrect shipping address is provided, the buyer will be responsible for the actual shipping cost (even with Free Shipping), and any costs incurred during re-delivery or restocking of the item.
 

RETURN & EXCHANGE POLICY

For all returns, the buyer must contact Tanaquo Cutlery within 14 days of receipt of an item.  Returns will not be accepted for items without an RMA (Return Merchandise Authorization).  When shipped WITHOUT an RMA, costs incurred during shipping to Tanaquo Cutlery, shipping back to the buyer/recipient, damages, and/or loss are solely the buyer's/recipient's responsibility.


 All returns require an RMA.
 
Tanaquo Warranty
At Tanaquo Cutlery, our highest priority is customer satisfaction.  A limited warranty is provided for this purpose, within the below guidelines. If you are not completely satisfied, returns will be accepted if:

 

  • The item is 100% unused AND unmarked.

  • The item is in brand new condition  AND in it’s original packaging.

  • The item packaging must also be in brand new resalable condition.

  • Returns that do not follow the above guidelines may not be accepted, or an extra fee may be incurred.

  • You must contact Tanaquo Cutlery within 14 days of delivery or the warranty will be deemed invalid.

  • An RMA (Return Merchandise Authorization) number will be assigned, which must be included on and in the return package.

  • Returns must be received by Tanaquo Cutlery within 30 days of request for return.

  • During returns for refund or exchange solely for change of mind, the buyer will incur the actual cost of shipping from and to Tanaquo Cutlery (even for items marked as having free shipping).  Items purposely damaged for return due to change of mind will not be accepted.

  • A copy of the original invoice and the RMA number assigned by Tanaquo Cutlery must be included in the return package.

 
All items ordered from Tanaquo Cutlery are carefully inspected before being shipped.  In many cases, the photos and specifications provided are for the actual individual item.  If a wrong or damaged item is received, please contact Tanaquo Cutlery immediately.
 
 
Proof of Purchase
A copy of the Tanaquo Cutlery invoice must be provided for proof of purchase for returns.

Damage in Transit

  • If there are any problems with your order, please contact Tanaquo Cutlery within 48 hours of receipt of delivery. Tanaquo Cutlery will not be held responsible for any damage or breakage if informed after 48 hours of receipt of delivery.

  • Photographic evidence is required by insurance companies, to assess damage to the item and its packaging. Please email photographs of the item and package, when contacting us to arrange a return in case of damage.

  • If the product is damaged or broken as a result of courier or postal transit, please keep all original packaging for inspection.

  • Items must be packed with appropriate material before being returned.  Tanaquo Cutlery can provide this material for a fee.  

  • If sending from within the United States, please send by USPS First Class Package, or USPS Priority Mail is recommended.  Other services can also be used, if they provide reasonable arrival times.

  • International returns can be sent via choice of the buyer's/recipient's shipping service.  All shipping costs, customs duties and fees, including those charged to Tanaquo Cutlery upon receipt of the return are the responsibility of the buyer/recipient.  Please write “USA Goods Returned” on the parcel to prevent import duties, taxes and fees from being added to the returned items.

  • We will not issue an exchange or refund until the item has been inspected by Tanaquo Cutlery. If it has been found that damage was not the result of transit and was in fact due to negligent use of the product by the buyer/recipient, no exchange or refund will be issued.

 
Damage due to misuse or neglect

  • We do not accept returns as a result of customer misuse or neglect.  Modified and/or “customized” items will not be accepted.

  • Please read the Knife Care Guide on this site, or the copy that's provided with every knife purchase.

  • Some important things to remember when using and caring for knives are:

  • Do not use knives to pry or open containers, and do not twist knives when cutting.  Do not cut frozen food, bones and other hard materials.  This type of use will result in various types of damage, including chipping the edge, bending or breaking the tip, warping and bending the blade, loosening of the handle, etc.

  • Do not wash knives with abrasive sponges and/or soaps, solvents, or other harsh chemicals.  Do not put knives in a dishwasher.  Keep knives as dry as reasonably possible while in use (for example wipe dry if a prolonged period of time is required between one cutting task and another).  Wash knives carefully with a gentle dish soap and non-abrasive sponge after use, and dry quickly.  Do not let air dry.

 
Return Address
Please ship returns to:
 
Tanaquo Cutlery
3579 E. Foothill Blvd.
Unit 336
Pasadena, CA 91107
United States of America.

Tanaquo Cutlery is not responsible for the loss of packages containing return items.  We highly recommend using a reliable shipping service that provides up-to-date tracking information.


Please send Tanaquo Cutlery tracking information once the return package has been shipped.

 

 

 

 

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