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| Shipping
Questions |
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| When
I place an order, how long will it take SMKW to ship it? |
| SMKW
ships your order as soon as possible. Most orders are shipped
within 48 hours. During the Holiday Season, shipping times may
be briefly delayed. |
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| How
long will it take for me to receive my order? |
| It
usually takes seven (7) to ten (10) business days for an order
to reach its destination. If you need to receive your order
sooner, you may upgrade your shipping method at an additional
cost. |
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| Why
can't SMKW ship certain items to California and Massachusetts? |
| Some
states have placed restrictions on knife sales. Please refer
to http://pweb.netcom.com/~brlevine/links.htm
to find out more on the laws in your state. |
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| When
did SMKW ship my order? |
| Please
e-mail your name and address to help@eKnifeWorks.com,
and we will get back to you as soon as possible. Please type
Order Status in the subject line of your e-mail. |
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| Why
hasn't my order shipped? |
| Please
send an e-mail with your name, address, customer number, and
order number to help@eKnifeWorks.com,
and we will check on your order. Please type Order Status
in the subject line of your e-mail. |
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| What
are SMKW's shipping & handling charges? |
Merchandise
Total
Up to $24.99........ $5.99
$25.00-$49.99....... $6.99
$50.00-$99.99....... $7.99
$100.00-$199.99..... $9.99
$200.00-$299.99..... $10.99.49
$300.00-$399.99..... $12.99
$400.00-$499.99..... $15.49
$500.00+………………...... $16.49 |
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| Can
I upgrade my shipping? |
| Priority
mail and Express mail are available. Additional charges will
be automatically added when you place your order. |
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| Does
SMKW have a tracking number for my order? |
| Please
call SMKW Customer Service at (800) 327-5871, or send your question
via e-mail to help@eKnifeWorks.com
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| How
did my order ship? |
| Please
call SMKW Customer Service at (800) 327-5871, or send your question
via e-mail to help@eKnifeWorks.com
. |
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| Does
SMKW ship outside of the United States? |
| SMKW
does ship outside the United States. However, shipping &
handling rates for international orders vary from country to
country. Please contact our International Sales Department at
international@eKnifeWorks.com. |
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| Payment
Questions |
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| What
credit cards does SMKW accept? |
| SMKW
accepts Visa™, MasterCard™, and Discover™. SMKW
does accept check cards that are backed by Visa™, MasterCard™,
and Discover™. |
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| Does
SMKW accept Cash on Delivery (C.O.D.) orders? |
| No. |
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| Can
I pay by check? |
| At
this time, SMKW does not accept personal checks over the Internet.
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| How
do I know if my order went through? |
| When
you place your order with SMKW's eKnifeWorks.com, you will receive
an order confirmation which includes your order number. If you
provide an e-mail address, you will also receive a confirmation
e-mail. |
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| Can
I cancel my order? Can I change my order? Can I add to
my order? |
| Your
credit card is charged as soon as you place your order. Once
you receive an order confirmation, NO CHANGES MAY BE MADE TO
THE ORDER. If you are disatisfied with the merchandise you receive,
use our 100% Satisfaction Guarantee
policy. |
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| Repair
Questions |
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| My
knife is broken. Does SMKW repair knives? |
| SMKW
does not repair knives. If you purchased your item more than
ninety (90) days ago, please see our warranty
information or e-mail your request to help@eKnifeWorks.com.
Please type Brand Info Inquiry on the subject line of
your e-mail and include the knife brand. |
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| Does
SMKW sell replacement parts? |
| SMKW
does not sell replacement parts. If you need a part for your
knife, please send an e-mail to help@eKnifeWorks.com
including the brand of your knife, and SMKW will e-mail contact
information to you. Please type Knife Parts Inquiry
in the subject line of your e-mail. |
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| How
can I contact the manufacturer? |
| SMKW
can supply any available contact information for our Vendors.
Please send an e-mail to help@eKnifeWorks.com
, include the name of the manufacturer you wish to contact.
Please type Manufacturer Inquiry in the subject line
of your e-mail, and we will reply as soon as possible. You may
also call our Customer Service Department at (800) 327-5871.
Please note that not all manufacturers allow their contact
information to be released. |
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| Catalog
Questions |
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| Does
SMKW have a full-line catalog that it can send me? |
| No.
SMKW mails 12 catalogs per year. |
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| Why
did I stop receiving SMKW catalogs? |
| If
there is no account activity for a period of time, our computer
system will automatically remove the account from our active
mailing list. Please resubmit your name and address to help@eKnifeWorks.com,
and we will update your information in our computer system,
so that you will start receiving catalogs again. Please type
Catalog Request in the subject line of your e-mail. |
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| Does
SMKW have catalogs that only feature knives? |
| SMKW
does not produce catalogs that feature only one type of merchandise.
Our catalogs feature a variety of merchandise. Please browse
the aisles of our online store. |
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| How
do I request a catalog? |
| Please
refer to the free catalog link on
our homepage, or e-mail your name and address to help@eKnifeWorks.com,
and SMKW will send you a complimentary catalog. Please type
Catalog Request in the subject line of your e-mail. |
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| Return
Questions |
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If
an item is missing from, or damaged in my order, what should
I do?
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If
an item is missing from your order, check your invoice to
see if the item was backordered, or if the item is no longer
available. If your item is listed on the invoice, but not
included with the order, or your item is damaged, please contact
our Customer Service Department at (800) 327-5871, help@eKnifeWorks.com
or click here for more information
about Customer Service.
The
Customer Service Agent will ask you for the following information
from your invoice: Customer Number, Order Number,
Checked By Number (located in the bottom-left
corner), Packed By Number (located below the barcode,-
with asterisks on both sides), and the number that is written
directly above the box that reads Amount Due.
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| If
I received a defective item, what should I do? |
| If
you received a defective item, please refer to the return instructions
listed on the back of your invoice. SMKW offers a 90-day 100%
Satisfaction Guarantee policy. For your convenience you
will find a Return Label on the back of your invoice.
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| If
I am not satisfied with my order/merchandise, what should I
do? |
| If
you are not satisfied with your order/merchandise, SMKW offers
a 90-day 100% Satisfaction Guarantee
policy. |
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| I
only received part of my order, where is the rest of it? |
| Please
refer to the front of your invoice. If you see a message that
reads, "b/o items to follow," in the middle of your invoice,
then one or more of your items was out of stock, and will ship
to you as soon as possible. If you see a message that reads,
"item no longer available," then at the time of processing,
the item was no longer available. You were either not charged
for the item, or you were refunded for it. If there is no message
indicating the above, and your item is listed on the invoice,
please refer to An item is missing from, or damaged
in my order, what should I do?. |
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| Did
SMKW receive my return? |
| Please
allow ten (10) to fourteen (14) business days for your return
to be processed. This allows sufficient time for your return
to be shipped back to us and processed by our Returns and Customer
Service Department. To check the status of your return, please
e-mail your full name, address, customer number, and your order
number to help@eKnifeWorks.com
or call (800) 327-5871. Please type Return Inquiry on
the subject line of your e-mail. |
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|
I
have an item I need to return?
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|
1.
Your SMKW order should include an invoice and a Return
Form, which includes return & exchange instructions
in the top-right corner.
2. Follow the instructions listed on the Return Form
completely.
3. The bottom-right corner of your Return Form is marked
Return Address Label . Write your return address in
the space provided, and detach the Return Address Label
from your Return Form.
4. If possible, pack the merchandise you wish to return in
the box in which it was shipped.
5. Place your completed
Return Form inside the box, and secure the Return Address
Label to the outside of the box.
6. Ship your merchandise
back to SMKW.
If
you are unable to find your Return Form, you may download
and print a Return Form by clicking
here!
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| Has
SMKW mailed my refund check? When should I expect it? |
| To
check the status of your refund, please send an e-mail with
your name, address (including zip code), customer number, and
order number (if available) to help@eKnifeWorks.com.
Please type Refund Check Inquiry in the subject line
of your e-mail.Please inform us if the order was shipped to
a different name and address than your billing address. It takes
about three (3) weeks to process your return and mail a refund
check. |
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| Has
SMKW credited my account for the merchandise that I returned? |
| It
takes about two (2) weeks to process your return and credit
your account. Once credit is applied, it may take some time
for the credit to appear on your next statement, depending on
your statement's closing date. |
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| Miscellaneous
Questions |
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| Does
SMKW buy old knives? |
| SMKW
purchases knife collections, antique knives, and unique knives
from time to time. If you are interested in selling a collection
or an antique knife, please e-mail the Collectibles Department
at collectibles@eKnifeWorks.com
. |
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| None
of these questions help, what should I do? |
| Please
send your question via e-mail to help@eKnifeWorks.com
or
call (800) 327-5871. |
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