Return Policy

At Mad Cow Cutlery we try to make exchanges and refunds easy.

If you have any questions about returns / exchanges / refunds please email Customer Service.

When contacting us by email, please be as specific about your order as possible, including your name, address, order or invoice number, and reason for emailing. We deal with large volume of customers, so the more we know about you and your order the faster we can assist you.

Non-Defective Product

If you receive a product that you want to return for any other reason than being defective, you will be responsible for the cost of shipping the item back to our warehouse, and responsible for shipping charges to receive a replacement if you want an exchange.

Some items, such as most of our equipment will require payment of a restocking fee up to 25% of the cost of the item. When you submit your request for return, we will provide all that information to you. Most knives and sharpeners will be charged a 20% restocking fee.

We will issue refunds on products if a replacement is not acceptable. We will refund the cost of the merchandise. Original shipping charges and shipping charges to get an item back to us won't be refunded. If you were charged sales tax, the sales tax charge will be refunded. If you received free shipping there will be a 20% return shipping fee to cover the cost of shipping the order to the customer. If a customer wants to return one item from a multi-item order, then the 20% fee will be based on the cost of the item being returned - not the whole order total.

When you email for return authorization, all this information will be provided.

How to Return An Item

1. Before you return an item you need to contactCustomer Service and request RMA# (Return Merchandise Authorization Number). In the email please include the reason for the return. There is a 30 day return window from date of delivery.
   
2. When you ship the product back, please include the RMA number in the package. Return products need to be securely placed in a protective package or box. Returns that do not have an RMA number will be refused.
3. Send the return using USPS, UPS, or FedEx. You have 30 days from date of shipping to return a product and have it at our warehouse. Returns need to be in new, unused, resalable condition. Some items have additional warranty and return information located in a tab below the product image and price that provides additional information concerning the procedures for returns for that particular item. Custom order products can not be returned.

Refunds issued may take up to 30 days to show on credit card statements or bank accounts. EmailCustomer Service if you have any questions about the return/refund policy.

Special ordered and some drop-shipped items can not be returned--please contact us by email before purchasing if you think there is a chance that you would want to return the item.

Return of Used Products

Returned products that are obviously used or not in resalable condition will not be eligible for exchanges or refunds. Please do not return products that have been used--excluding those products that fall under the manufacturer's warranty. Food items that have been opened can not be returned. This includes, but is not limited to, sauces, spices, rubs, marinades, candy, cookies, chips, jerky, snack sticks, peppers, jelly, or any other item that can be consumed or used as an ingredient in the cooking process, or in further processing.

Products Damaged By Shipping Carrier

Products that are received damaged by the carrier need to be reported the to us within 3 days from date of delivery. If you receive products arriving in damaged boxes notify the carrier at time of delivery to have the damaged noted by the carrier.

We realize that in most cases you are not present when a package is delivered, so please let us know as soon as possible if you received damaged products. If you are present when delivery is made and notice heavy damage to products, you can refuse delivery and have the order sent back to us or the shipping company if your product is being dropped-ship by the manufacturer. If you notice the outer packaging of the product is damaged or torn, have that noted by the carrier so if after opening the package you find damaged product we will have the documentation that the packaged arrived damaged.

Please notify us as soon as possible by emailingCustomer Service. After you notify us of a damaged product, we will issue you a RMA# and return shipping label by email. We will take care of filing the claims against the carrier, which in some instances may require you to complete or sign a form from the carrier. We will then get you a replacement item out at no additional cost to you. It is helpful if you have a digital camera, to take a picture of the damaged box and product and submit them to customer service so we and the carriers can better improve our service.

For large orders coming freight, it is the responsibility of the recipient to inspect the shipment and mark any damages with the driver at time of delivery.

If the shipment is totally damaged, please have damaged marked and sent back to our warehouse. You have 3 days from time of delivery to notify us atCustomer Service of any damage.

Warranty Against Defective Workmanship or Construction

All of our products have some form of warranty against defective workmanship or construction. If your products come with a warranty card, please send those in to the address marked on the warranty card. Always save your receipt or invoice.

If you get a defective product, please email Customer Service and request warranty information about your product.

Some products, such as knives and smaller utensils, we can usually handle the warranty exchanges/refunds. Other items will require contacting the manufacture to handle the warranty work. Our customer service rep. will supply you the contact information.