RETURNS AND CANCELLATIONS
CANCELLING OR CHANGING ONLINE ORDER
In an effort to ship orders within a 24–48-hour period, we are unable to interrupt the shipping process to affect changes or cancellations. If you do not wish to keep your order, it can be returned for a refund within 30 days. The return shipping cost of your purchase is your responsibility.
RETURNS AND CANCELLATIONS QUICK SUMMARY
Where did you buy the product?
At a retailer –
- Please contact the store of purchase and follow their return guidelines.
At a ZWILLING BRANDED Store –
- Purchases made at our company owned retail or outlet stores cannot be returned online, please return to the store of purchase or one conveniently located to you for all return or exchange requests. For a full list of our company owned stores, please Click Here
At ZWILLING.COM –
If your order was delivered within the last 30 days and the product is unused and still in original packaging, please follow the below steps to return your product.
- 1. Contact customer service by:
- •Online form: Click Here
- •Phone: 1-800-775-6020. Monday - Friday, 9:00 am - 5:00 pm EST.
- 2. What will you need? Please have this ready when contacting Customer Service.
- • Your Name
- • Order Number
- • Product Number [?] You can find the product number on the packing list, order confirmation email, or on zwilling.com
- • Billing address
- • If your product is damaged, providing a picture can really speed up the process.
- 3. Once your file has been reviewed, ZWILLING Customer Service will email back with an RA (Return Authorization) number. Print off that email and put it in the box with the product you are returning.
- Important: Please note that any returns sent in without an RA (Return Authorization) number or tracking will result in delays with your credit or exchange.
- If Customer Service asks to return the product for the refund or exchange, please ship it to the following address:
Attention: ONLINE RETURNS
4175 14th Avenue Unit 6 Markham, Ontario, L3R 5R5
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We suggest you keep all packaging until you have made your final decision to purchase and keep your order. We reserve the right to refuse a return and a refund if the goods are deemed to have been used or damaged.
Please note our warehouse space is closed to the public and customer returns/warranties will not be accepted in person.
MORE INFORMATION
If a product is returned and the order no longer qualifies for a “Gift with Purchase(s),” the Gift(s) must also be returned; otherwise, the value of the gift(s) will be deducted from your credit.
Items in the clearance section, warehouse sale section or marked clearance, discontinued, visual imperfections or closeout are non-refundable. All sales on clearance and warehouse sale items are final.
This returns policy does not affect your legal and statutory rights.
SHIPPING YOUR PRODUCT BACK
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
When sending your product back you must indicate the RA (Return Authorization) number provided by customer service in your package. Without an RA number your product return will be refused.
REFUNDS (IF APPLICABLE)
For orders placed online at ZWILLING.com, once your return is received and the inspection is complete, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or replacement.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. The refund process can take 7-10 days from receipt of your goods, depending upon the credit card used for payment.
We are not responsible for returns that do not have tracking/delivery confirmation showing that the package was received in our warehouse. Be sure to return the items via an insured and traceable method. Please pack returns in original outer box or another sturdy shipping box with appropriate packing materials to ensure the product arrives to our warehouse in good condition. Please allow 2-3 weeks to process from the time you return is delivered to our location.
This returns policy does not affect your legal and statutory rights.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@zwilling.ca.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
PACKAGING YOUR PRODUCT FOR RETURNS
Repackage the product(s) in the original packaging and pack securely.
If returning a knife or shear: Item must be wrapped to protect their point and edges from cutting through the box or padded envelope in which they are mailed. Choose the shipping carrier of your choice and return the items insured with tracking (for your protection) to the address below. Please allow 2-3 business weeks upon receipt to process your return.
Attention: ONLINE RETURNS
4175 14th Avenue Unit 6 Markham, Ontario, L3R 5R5
Packages that are returned to us for any of the following reasons are subject to actual shipping and return charges. This includes the following:
- • Address provided is a PO box
- • Undeliverable due to an incorrect / incomplete shipping address (missing unit number etc).
- • 3 failed delivery attempts or unclaimed at the local FedEx facility.
- • Delivery refused
To avoid additional charges, please double check your addresses and make sure the recipient knows the package is coming.
