F.A.Q

Shipping:

 

 

How does shipping work?

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.

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?

We offer USPS And FedEx services. USPS is our standard shipping service used for Free Shipping, $10 Domestic and $25 International shipments and is automatically applied to orders unless other FedEx services are chosen at checkout.

 

 

How long does it take to be delivered?

Standard USPS services will generally arrive in 3-5 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.

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.

 

 

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.

Can I get an industry discount online?

Depends. Will you be using your purchase for work? If so, please do the following:

  • 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. If you get an error, please continue with the instructions below.
  • Send an email to info@bernalcutlery.com with your name and email as it appears on your account, along with some sort of proof of industry employment. This includes, but is not limited to:
    • Redacted Paystub
    • Name tag
    • Photo of you at work.

*bonus points awarded for creativity.

We will let you know when you have been added to the industry list and you will be able to enter INDUSTRY at checkout to have the discount applied. Emails sent without complete information or proof of employment may be ignored. Please allow up to 48 hrs to be added to the list.

     

    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.