1. I do not have a credit card. Can I still buy from your site?
Yes. Please call us on our toll free number 1-888-552-9699 and we will ask you to send payment to us in advance of shipping your order.

2. I live outside of the USA, can I buy from your website?
Unfortunately, we do not sell outside of the USA.

3. How will my order be shipped?
We ship same day via several courier services like UPS, Fed Ex, or DHL. You are not required to pay any charges upon delivery. You just sign and receive the parcel(s) prepaid.

4. How long will it take to receive my order?
Since our warehouse is located on the east coast, please allow up to 4 days for eastern states and up to 8 working days for western states.
5. I received a damaged item in my order, who do I call?
Please contact our customer service department at 1-888-552-9699 right away. Please keep all boxes and packing materials until you speak to our representative who will advise you on what to do next.

6. What is 18/10 stainless steel?
Stainless steel is the absolute best surface to cook with. It is easy to clean, never reacts with food, lasts a lifetime, and looks rich. The 18/10 ratio is the nickel to chromium content in the stainless steel. The more nickel is used, the higher the last number (10). Nickel gives stainless steel its durability and stainless property. The Chromium gives it shine and silver-like qualities. We use only the best 18/10 stainless steel from Japan in Cuisinox Elite and Gourmet and most kitchenware items. We also use 18/8 stainless steel in some serving pieces like napkin holders and items which do not come in contact with food.

7. Do stainless steel handles get hot?
All stainless steel cast handles get a little hotter than the old type black baklite handles. The use of a tea towel, potholders, or oven mitts is sometimes required. Handles will stay cool for regular everyday cooking temperatures and cooking times (up to 20 minutes). For longer cooking times (like when cooking a stew), the handles may get hotter. This is absolutely normal.

8. Which cookware works best on my gas stove?
Both Cuisinox Elite and Cuisinox Gourmet may be used on gas stoves. However, many manufactures of gas stoves strongly recommend using Cuisinox Elite which was especially designed for professional use on gas stoves which are standard in most high-end restaurants.

9. Will Cuisinox stainless steel cookware work on my induction cooktop?
Yes. Both collections Cuisinox Elite and Cuisinox Gourmet will work on induction cooktops. Our tea kettles and espresso makers are also induction ready.

10. Can Cuisinox cookware be used on ceramic or glass top ranges?
Yes. All Cuisinox cookware has flat smooth bases, ensuring total contact with ceramic, glass or halogen cooktops.

11. What is Surround Heat technology?
Surround Heat Technology is exclusive to Cuisinox Elite. This heat diffusing system is the most efficient and modern way to cook. Cuisinox Elite cookware has a 1/8" thick, 3-ply layer alloy that retains and diffuses heat evenly throughout the pot. Heat is transmitted from the sides as well as the base of the cookware. This creates a uniform and consistent heat eliminating hot spots. There is really no better way to cook.

12. How do I clean my Cuisinox stainless steel cookware?
It is important to clean your cookware soon after it has cooled off. This is when it is the easiest to remove any caked-on food. Immerse the pan in water for a few minutes. Use dish washing liquid soap and a stiff bristle brush or scotchbrite pad to wash your pots. Dry off with a dry cloth to keep your pots looking new. If food is sometimes overcooked or burnt unto the pan, a little 'elbow grease' may be required. Avoid immersing your cookware in water for longer than a couple of hours. Salts and/or minerals in your water may damage stainless steel surfaces and leave small white pits. In case food residue has built up over time, we suggest you prepare a 50/50 mixture of water and liquid machine dishwashing detergent and boil that for 15 minutes. Discard mixture and use a stiff bristled brush or Scotchbrite to thoroughly clean the cooking surface. A discoloration or blue-yellowish blemish may sometimes appear after washing. This is usually caused by hard water, oil, or soap residue. A couple of ounces of white vinegar will remove these blemishes. Another product that works like a charm in restoring stainless steel is Bar Keeper's Friend. Look for it at your favorite grocery store.

13. What is the difference between Cuisinox Elite and Cuisinox Gourmet?
The quality of the stainless steel is the same 18/10 stainless steel. Cuisinox Elite is a thick 3-ply stainless steel throughout the sides and base whereas the Cuisinox Gourmet has a 3-ply encapsulated base only and a single ply body or sides. Cuisinox Elite also has stainless steel riveted handles as opposed to spot welded handles on the Cuisinox Gourmet collection. Overall, Cuisinox Elite is a more professional cookware whereas Cuisinox Gourmet is a more domestic and economical cookware collection.

14. What is the warranty on your items?
All Cuisinox cookware is covered by a 25 year limited warranty. All other items have warranties if specified.

15. What is PTFE? Did it not get some bad press recently?
PTFE (short for polytetrafluoroethylene) is the base compound for any and all nonstick coatings. PTFE provides the food release. This PTFE is safe to use for food preparation and is FDA approved. Only if the pan is accidentally overheated or cooked dry could temperatures be reached that may cause the PTFE portion to break down and emit fumes that have been known to be harmful to exotic birds, due to their extra sensitive respiratory system (they would, for instance, be harmed by burnt butter fumes, as well). It is a good idea to keep birds away from the kitchen!

16. Why do you sell only Cuisinox cookware and not any other brand of cookware?
At the moment, we have not found any other cookware that can compare. The quality you get for the price you pay, makes Cuisinox the absolute best cookware set around!

17. How do return something I incorecctly ordered?

Defective Item:

• If an item is DOA (Dead On Arrival) or a fault becomes apparent in the first 5 days of delivery, then the buyer may request a credit note or a reship.

• The buyer must inform us within the first 5 days after delivery.

• We reserve the right to request for proof that the item is faulty. Depending on the type of item, we may request for photographic proof or we may request for the item to be returned for inspection. The buyer is responsible for the return shipping fee. We will not reimburse the return shipping fee. If the inspection result indicates that the item is not faulty, then the buyer is only eligible for a Credit Note instead of a reship.

• After verification and if the buyer has requested for a refund, then we will refund the price of the item only. We will not refund the initial shipping fee. We will not reimburse the return shipping fee.

• After verification and if the buyer has requested for a reship, then we will send out a replacement item as soon as possible. We are responsible for the reshipping fee. We will not reimburse the return shipping fee. However, if a replacement item is not available, then we will issue a refund instead.

Bought Wrong Item:

• If the buyer purchased a wrong item, then the buyer may request for an exchange or a Credit Note. The buyer will not be eligible for a refund.

• The buyer must inform us within the first 5 days after delivery.

• The buyer is responsible for the return shipping fee. We will not reimburse the return shipping fee.

• A 30% restocking fee may be applied for all returns and exchanges at our decision.

• After receiving the returned item and if the buyer has requested for an exchange, then he is responsible for the reshipping fee and also the price difference of the exchanged items.

Shipped Wrong Item:

• If we have mistakenly shipped a wrong item, then we will reship the correct item as soon as possible.

• The buyer must inform us within the first 5 days after delivery.

• Depending on the type of item, we may request for photographic proof or we may request for the wrong item to be returned. We will reimburse the return shipping fee.

Lost Item:

• An item is considered lost if it does not reach the buyer after 6 weeks of delivery.

• After the 6th week, the buyer is eligible for a full refund or a reship.

• We are responsible for the reshipping fee.

Out-of-Stock Item:

• If the buyer does not want to wait for an out-of-stock item and if he has paid by PayPal, then we will refund via PayPal.

• If the buyer does not want to wait for an out-of-stock item and if he has chosen to pay by credit card, then we will simply cancel the item and the order. The credit card will not be charged.

Cancelled Order:

• If the buyer requests to cancel an order, then we will try to intercept the order but we cannot guarantee it because we ship out orders very quickly.

• If the order can be intercepted and if the buyer has paid by PayPal, then we will cancel the order and refund the full amount via PayPal.

• If the order can be intercepted and if the buyer has chosen to pay by credit card, then we will simply cancel the order. The credit card will not be charged.

• If the order cannot be intercepted, then we cannot cancel the order. The buyer may return the item for a Credit Note. The buyer will not be eligible for a refund.

Wrong Address & Undeliverable Address:

• If the buyer informs us that he has provided a wrong shipping address, then we will try to intercept the order but we cannot guarantee it because we ship out orders very quickly.

• If the buyer has provided a wrong address and if the order is returned to us, then the buyer may request for a reshipment or a Credit note. The buyer is responsible for the reshipping fee. The Credit note is the price of the item.

• If the buyer has provided a wrong address and if the order is not returned to us, then we are not responsible for anything.

• If the order is returned to us due to undeliverable address (or other unknown reasons), then the buyer may request for a reshipment or a Credit note. The buyer is responsible for the reshipping fee. The Credit note is the price of the item.

Instruction for Returning Item:

• Please contact us to get a RMA number BEFORE returning the item.

• Items without RMA number will not be accepted.

• Write the RMA number on the front of the package.

• The returned item must be in original packaging.

• For faster processing, please include a copy of your packing slip and write down your reasons.

• It is important to declare your package as a "Product for Return" on the Customs Declaration Form and also declare "$1" as the commercial value.

• Please send your return package to the address it was shipped from.

• The buyer is responsible for the return shipping fee. We will not reimburse the return shipping fee (unless when we have shipped the wrong item).

• Please allow 10 business days to process your returns or exchanges.

• We reserve the right to refuse any returns or exchanges for any reasons.

Definitions:

• Initial shipping fee = the cost to ship an ordered item

• Return shipping fee = the cost to ship an item back to us

• Reshipping fee = the cost to ship a replacement or an exchanged item to the buyer

 

Credit Note:

• A Credit Note can only be used for the next purchase on this website.

• The value of the Credit Note will be credited to the total amount of the next purchase. The buyer will only have to pay for the balance (the total amount minus the Credit Note).

• A Credit Note is not a refund and cannot be exchanged for cash.

• The buyer must inform us before using a Credit Note.