Frequently Asked Questions
Revision date: December 26, 2009
Shopping Information
Shipping Information
Return Policy
Security Information
Miscellaneous
Shopping Information
Q: What forms of payment do you accept?
A: We accept Visa, MasterCard, Discover, and American Express credit
cards, as well as PayPal and checks/money orders. Orders paid by check
or money order will be held until the funds clear.
Q: How do I know if something I ordered is out of stock?
A: If an item you order is out of stock, we will notify you immediately
by email. You can then wait for the item to be restocked or receive a full
refund of your payment.
Q: Will I receive an order confirmation?
A: We will send you an e-mail confirmation, usually 24 to 48 hours
after you place the order.
Q: What if I have a question about a product?
A: Please visit our Contact Us page
to send us your product question. We will respond to
you as quickly as possible. Depending on what product you are asking
about, we may need extra time to research the answer and respond to you.
Q: How is sales tax calculated?
A: Orders shipped to Massachusetts will be charged 6.25% sales tax.
Q: Are your products new or factory reconditioned?
A: If the product is factory reconditioned, you will see (R) next
to the model number and the phrase "Factory reconditioned" in the
product description. If there is no (R) in the model number or "Factory
reconditioned" in the product description, the product is brand new.
Products that are reconditioned by the manufacturer have been tested to meet
quality specifications. Many items come with 90-day manufacturer’s warranty.
The warranty is serviced directly by the manufacturer.
Q: What kind of warranties do your products have?
A: Most new products carry a one-year warranty. A few manufacturers,
such as Cuisinart, carry up to a three-year warranty on new merchandise.
Factory reconditioned items generally have 90-day warranties.
Q: Are there any issues with shipping or possessing your knives?
A: All of our knives are in flatware sets or are regular kitchen
knives. We don't believe that there are any issues with shipping or
possession within the United States. However, you should check with
local law enforcement agencies if you have any concerns.
Q: How can I cancel an order?
A: You can cancel an order by sending email to info@koalakitchen.com
or by leaving a message at (888) 326-5844. Please be sure to include your order
number. There will be a 6% cancellation fee if we receive your request before
your order has been processed. If we receive it after that, the regular
Return Policy will apply.
Q: Do you have any additional fees?
A: No, there are no additional fees or hidden costs. The amount
you pay is the price of the item, sales tax (if applicable), and Shipping
& Handling.
Shipping Information
Q: What shipping options are available?
A: Please see our Shipping Policy.
Q: Why don't I see my shipping charges until checkout?
A: Our e-commerce software does not calculate the shipping charge until you enter your address. Therefore we have added the individual Shipping & Handling charges for each item to the product description.
Q: How can I check the status of my order?
A: Once your order has been shipped, you will receive an email notification including a tracking number from UPS or FedEx.
Q: Can orders be shipped to locations outside the United States?
A: At present we are unable to ship to destinations outside the continental United States.
Q: Can I place an order from outside the United States?
A: Orders may be placed from anywhere for delivery within the continental United States only.
Return Policy
Q: What is your return policy?
A: For any question regarding returns, please see our Return Policy.
Security and Privacy Information
Q: Is the credit card information I submit secure?
A: Yes, every step of the online ordering process that requests
credit card information employs Secure Sockets Layer (SSL) encryption.
SSL renders information unreadable should anyone attempt to intercept
it. Please note that during the checkout process your browser will be
forwarded to https://bright.securesites.com/. This is our web hosting
provider and we use their SSL server to secure your private
information.
Q: Will KoalaKitchen.com sell or rent my email address or other personal information to other companies?
A: No, we will not. For additional information please see our Privacy Policy.
Miscellaneous
Q: Do you have a blog?
A: Yes, we started our blog in September 2009. You can see it at http://koalakitchen.blogspot.com/
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