Shipping:
How does shipping work?
We have added additional sharpening days in an attempt to help get orders to you faster. This could cause orders to be shipped prior to being able to remove the signature requirement.
We fill all online orders in the order that they are received. We used a third-party shipping agency that picks up from the shop every Monday, Wednesday and Friday mornings. They perform the final packing and shipping of orders. Orders are usually processed with tracking information sent out the same day or early the following day. Under times of high order volume, processing time can be delayed by 24-48 hours. Certain items including but not limited to western kitchen knives, pocket knives, outdoor knives, Dao Vua and Tosa, are sharpened prior to being shipped out. This can sometimes delay shipping.
Free shipping is available on domestic orders over $250 except orders with sharpening stones, cookware, large cutting boards and others.
Due to the significant value of most of our products, we ship all orders with signature upon delivery and shipping insurance unless requested otherwise in the Special Instructions section of your cart.
What shipping services do you use?
USPS is our standard shipping service used for Free Shipping, $10 Domestic and $25 International shipments and is automatically applied. We also offer a calculation based rate for FedEx services on international orders. This option can be selected at checkout. We retain the option to use a shipping service other than USPS for standard domestic shipments at the discretion of our shipping agent for large, heavy or unusual orders.
How long does it take to be delivered?
Standard USPS domestic services will generally arrive in 3-7 business days from the time you receive your shipping confirmation and tracking information. Delivery timelines and handling depend on the destination and the efficiency of local post offices. FedEx delivery timelines are as stated at checkout but are no longer guaranteed.
As of December 2020, FedEx and all other carriers are publicly stating that they are experiencing significant delays due to a massive influx of eCommerce ordering and shipments due to COVID-19 restrictions around the world. Please take this into consideration when placing your order. We cannot offer refunds on shipping charges due to carrier shipping delays.
What do I do if my package is delayed, arrives damaged or never shows up?
We understand the disappointment in not receiving your order on time (we order stuff online too), but we do not take responsibility for shipping delays or mishandling by the shipping carriers. We will do everything that we can to help you in finding your package or providing assistance and documentation for filing a claim with the carrier. For Shipsurance claims on damage or missing packages, please see below.
If your package's tracking is showing a significant delay or has not been updated in several days, please do the following:
USPS: File a Mail Inquiry. This is the new equivalent to calling USPS. Once filed, a representative will contact you and will give you assistance in finding your package. Packages generally arrive shortly after the help request is made.
FedEx: contact their Support Team
Please follow the above steps before contacting us as we are only privileged to the same tracking information offered to you.
If your items arrive damaged:
USPS: Retain all packing materials including any damaged outer packaging. Take photos of all damage, significant or otherwise, on both the packaging and products. Send and email with your order number and all significant photos to info@bernalcutlery.com. We will start the filing process for a Shipsurance claim. This can take up to 2 weeks to process.
If your items are determined to be missing or irretrievable:
Both USPS and FedEx should provide a statement that your package has been lost. Please email info@bernalcutlery.com with a copy of this statement so that we may provide it to Shipsurance for the insurance claim. Shipsurance requires that all missing package claims be made no earlier that 45 days (domestic) and 60 days (international) from shipment date prior to making a claim. This is to allow ample time for late packages to arrive, which they generally do. Shipping insurance claims cannot be submitted after 120 days from shipment.
We will do our best to provide like-for-like replacement items if they are available at the time the claims are finalized. We will provide suitable replacements refunds for any items that we are unable to replace once the claim has been processed.
Do you ship internationally?
Yup. We can ship to most countries for $25. Heavy packages will be subject to additional shipping fees (eg, Chef's Presses, Stones, Books, etc.). We are subject to some shipping restrictions, however. This have mostly been for destinations in South America, Northern Africa, and Western Asia.
If you do not see your country listed in the drop down menu of countries at checkout, email info@bernalcutlery.com to see if it is one that can be added.
If you think your country may be under shipping restrictions, please refer to USPS's International Service Disruptions list prior to contacting us. If you still have questions, contact info@bernalcutlery.com.
Though unusual, please allow up to 60 days for arrival on delayed packages.
How do I use my Bernal Cutlery gift card online?
We have recently launched a new website that does not support our old gift cards for online purchases.
If you bought or received a gift card purchased before 11.04.2020, please do the following:
- Create an customer account if you don't already have one and login.
- Contact info@bernalcutlery.com with a photo of the back of the gift card with the entire number clearly shown.
- You will be issued a new gift card code that can be applied at checkout.
It may take up to 48 hrs for a new code to be issued. Thank you for your patience.
How do I sign up for the Industry List?
The industry list allows people who work in the food industry to get a 10% discount on most purchases and the ability to sign up for industry sharpening appointments.
- Create an customer account if you don't already have one.
- If you already have already registered for our industry list (most likely in person at one of our locations), please log into your account and enter "INDUSTRY" at checkout to receive the discount. For discounts on in-store purchases, please let us know you are on the list. If you get an error, please continue with the instructions below.
- Fill out the Industry List Form with your name and email as it appears on your account, along with some sort of proof of industry employment attached. This includes, but is not limited to:
- Redacted Paystub
- Name tag
- Photo of you at work.
Can I pickup orders or drop off knives for sharpening at the Oakland Location?
Our Oakland shop has been closed. We are only accepting in-store pick-ups and sharpening drop-offs at our San Fransisco (Mission District) location.
Do you sharpen serrated knives?
Yup. See Sharpening Services for more info.