We are All Together , Stay Safe
We are All Together , Stay Safe

FAQ

HOW LONG WILL MY ORDER TAKE?

All orders are processed within 1-5 business days and shipped out using a fully tracked courier service.

Please allow 7-14 business days for delivery*

*PLEASE NOTE: Due to the worldwide pandemic, some orders are experiencing shipping delays. The prioritization of medical and other essential supplies, the grounding of almost all commercial flights (which is putting tremendous strain on currently available shipping options) and a significant reduction in staff numbers may results in packages arriving outside of the stated time frames

 

HOW CAN I CHECK THE STATUS OF MY ORDER?

 

Once an order is on its way, you will be sent a shipping confirmation email containing your tracking number link so you can keep an eye on progress.

Tracking information can take a few days to appear.

If you don't see any tracking updates (or see 'tracking does not exist') please do not worry - it can take a few days for the system to update with the courier's information

If after 20 business days of your order date you still cannot see any updates please contact us at info@santoku-pro.com and we'll help you out

 

CAN I MAKE CHANGES TO MY ORDER?

All orders are processed as quickly as possible once received.

If you wish to make changes to your order you must inform us via email at info@santoku-pro.com

Your change request must include the following information:

Subject Line: Order Change Request

Your order number

The name and email address used to place the order

If your order has already been processed we can no longer make any changes.

 

DO YOU SHIP WORLDWIDE?

Yes we do!

WHAT PAYMENT OPTIONS DO YOU OFFER?

We accept payment by PayPal, Visa, MasterCard, American Express and Apple Pay

 

Santoku Chef Knife processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously, all payments are verified by Stripe to prevent fraud.

CAN I RETURN OR EXCHANGE AN ITEM?

If you need to return your item for a refund or exchange you must notify us via email at info@santoku-pro.com within 30 days of receiving your package (according to the tracking information).

After 30 days we can no longer offer you a refund or exchange.

To be eligible for a return or exchange your item must be in the same condition that it was in when you received it. It must also be in the original packaging.

We cannot accept returns or exchanges for the following items:

Intimate or sanitary goods

Health and personal care items

The following information is required to process your request:

Your order number

The name and email address used to place the order

Reasons for return/exchange (and a link to the product on our store that you'd like to exchange your product for if appropriate)

Please send the above information to us via email at info@santoku-pro.com

Our customer service team will provide you with the relevant information to return your package.

As we are an international company and ship our orders worldwide, we utilise a global returns centre in China.

All non faulty returns are made at the customer’s cost and are not covered by the 100% Money Back Guarantee. We recommend using a trackable return shipping service. Santoku Pro are not liable for any parcel lost during its return shipment to us