Loading... Please wait...
You Can Open This Early - The House of Knives Holiday Gift Guide!
  • Find a Store Near You
  • Gift Certificates
  • My Account 

Currency Displayed in

Categories

Frequently Asked Questions

Frequently Asked Questions

 

ORDERS

Status

How long will it take to receive my order?  
 
Standard   5 - 7 Business Days
Store Pick-Up   2 - 7 Business Days

 

Note: Shipping times to remote areas such as the Yukon, Nunavut, and Northwest Territories is dependent on the delivery standards of Canada Post.

 
How can I track my order?
When your order is shipped, you will receive an email with a tracking number. If you have an account with House of Knives, you can sign in to View Your Order Status. If you did not receive an email and do not have an account, contact customer service at service@houseofknives.ca.
 
 
How can I modify or cancel my order?
Unfortunately, once you make an order, it cannot be modified. If you would like to add more to your order, you can make a separate order, and we will ship both orders together. Unless the order has already been shipped, the order cannot be cancelled. Please contact customer service at service@houseofknives.ca if you need to make changes or cancel your order.


Shipping

How much will shipping cost?
House of Knives offers free shipping on most orders valued at $100.00 or more before taxes. If your item/order does not qualify for free shipping, shipping costs will depend on the price, weight, and size of the item.

Generally, if your item is not excessive in weight or size, shipping costs are as follows:

Order Value

Expedited (Standard) Service

1 - 7 business days*

$0.00 – $24.99

$12.00

$25.00 - $49.99

$14.00

$50.00 - $74.99

$16.00

$75.00 - $99.99

$18.00

$100.00 and over

FREE*

 

Some items, if they are excessive in weight and/or size, may be subject to a fixed shipping surcharge between $10.00–$25.00.

See our Shipping Information page for more details.

Can I have my order shipped with Xpresspost?
Yes you can. Xpresspost and Priority are not covered by our Free Shipping Over $100 offer, and you will have to request it after your order is made. Email us service@houseofknives.ca or call us at 1-855-600-3343 to get a quote, and we can charge the additional shipping fees to a MasterCard or Visa. Make sure to contact us as soon as possible to make sure you get your order faster!

 

Pick-up In Store

Can I pick up my order at a House of Knives store?
Absolutely. In the check-out process select 'Pick up at Store' and choose your preferred store from any of our locations.
 
 
Should I bring anything to pick up my order?
When your preferred pick-up store contacts you to let you know your order is ready, you will need to bring the following items:

• A valid piece of photo ID (Driver’s license, provincial ID, etc.)
• Confirmation of your purchase (a printout of your order confirmation email, etc.)

We cannot hand over an online order without proper identification, so make sure you bring these items!

 
I went to pick up my order, but they didn't have it. Why is this?
You will need to wait for your preferred pick-up store to contact you and let you know that your order is ready. If no one has contacted you, your order is still in transit and will not be ready at the store.
 

International Orders

Can I order from House of Knives if I live outside of Canada?
You can place an order, but House of Knives unfortunately cannot ship outside Canada. If you have an intermediate address within Canada you can ship to, we can ship it there. After your order has arrived at the shipping address specified on the order, House of Knives is no longer responsible for the security of your order or any further shipping costs.
 


ACCOUNT INFORMATION

What is BandEdge? 
BandEdge is House of Knives' loyalty membership program. Our BandEdge Members enjoy discounted prices, the ability to earn in-store credit, and member-only promotions among other great perks. Check out our BandEdge Membership page for more information.
 

Can I have a House of Knives account and not be a BandEdge member?
You sure can. You can save your address and order history if you have an account, but you don't need an account to make an order. We have Guest Check-Out!

I’m having problems with my BandEdge account!
If you're having any problems with your BandEdge account, please check out our BandEdge FAQ.


I forgot my password, how do I retrieve it?
If you've forgotten your password, you can request a password reset on the account sign-in page. You'll receive an email with intructions to reset your password.
Note: Be patient when waiting for the email to come in. If you request multiple resets while waiting, you will receive just as many reset emails and only the last email will be valid to reset your password.


I need to change the email on my account, how do I do this?
You can change your email and other information by signing in and changing Your Account Details.

 

GIFTS AND GIFT CARDS

Can I purchase a gift card online?
Yes you can! You can purchase a House of Knives gift card between $10-$500 on the Gift Certificates page, located at the very top left-hand corner of any House of Knives webpage.
 

I can’t use my online gift card in-store, why is this?
House of Knives sells 2 classes of gift cards: online and in-store. Gift cards can only be used on the platform from which they were bought (ie, gifts cards bought online can only be used online, gift cards bought in-store can only be used in-store). We apologize for any inconvenience. 

I can’t use my in-store gift card online, why is this?
House of Knives sells 2 classes of gift cards: online and in-store. Gift cards can only be used on the platform from which they were bought (ie, gifts cards bought online can only be used online, gift cards bought in-store can only be used in-store). We apologize for any inconvenience. 

How can I find my gift card balance?
You can check this on our Gift Card Balance page. 

 
I lost my gift card/code. Can I get it replaced?
Unfortunately, gift cards are treated like cash and they are, once lost, difficult to replace. However, if you have lost your gift card, you can contact us at service@houseofknives.ca and if you can provide us with the transaction number from the original receipt used to purchase the gift card, and if the gift card hasn't been redeemed, we may be able to cancel the missing gift card and issue a new one.
 
Can I purchase a gift for another person and have it shipped to their address?
Most certainly! When making your order, enter in your gift recipient's address in the "Ship-to" section. In the billing information window, please make sure to put in your own information.
 

PRODUCT INQUIRIES

I have a question about a product. Who can I ask?
At House of Knives, we consider ourselves experts on the products we carry, and we love product-related questions! If you have a question, please contact one of our stores or email us at service@houseofknives.ca.


This item is out of stock. When will it be back in stock?
Sometimes items are backordered because of high demand, production delays, etc. If your item is out of stock, you have the option of getting a notification email when the item is back in stock. 


Can House of Knives do special orders?
Unfortunately, House of Knives does not do special orders due to the extensive length of time it takes for special-ordered items to arrive, and because of ordering restrictions.

 

PRICE MATCHES

Does House of Knives do price matches?
We most certainly do. Our Sharpest Price Guarantee ensures that we will match the price of any authorized retailer. Some conditions apply. Please visit our Sharpest Price Guarantee page for more details.

 

RETURNS, EXCHANGES, AND WARRANTIES

Can I return or exchange an item?
If you are not completely satisfied with your purchase, you can return or exchange it if you meet a few conditions. Please see our Returns and Exchanges Policy for more information.

 
I think my item is defective. Is it under warranty?
Please see our Warranty Information page for further details.
 
 
I chipped my kitchen knife. Is it under warranty? 
Unfortunately, if you've chipped the blade of your kitchen knife, whether it is a Shun, Zwilling, Wusthof, or other, chipped blades are not covered under any manufacturer's warranty. Steel, especially Japanese steel, does not chip unless it has been mishandled. To avoid chipping your blades, use soft wooden cutting boards instead of glass or stone cutting boards, and avoid twisting and flexing your knife.
 

SECURITY

Is www.houseofknives.ca a secure site?
Our House of Knives website incorporates the latest SSL encryption software. We do not store confidential customer credit card information. We respect our customers' right to privacy. Please see our personal information protection policy.
 
Will my credit card information be kept safe?
House of Knives uses a third party processor that is PCI compliant, and we transmit your data to this processor using the highest grade encryption and security methods available. None of your credit card information is stored on our servers.

 

PAYMENT

What payment methods can I use?
For your convenience we accept the following payment methods: Visa, MasterCard, and PayPal.

 

Will I be charged taxes on my order?
You will be charged the provincial and federal sales taxes of the province the order is being shipped to. If you choose to return any of your items, you will be refunded all taxes paid.

 

STORES

Where is the nearest House of Knives store?

 

 

Gift Certificate

Give the perfect gift! Give the perfect gift!

Earn $10 Back

Coming Soon! Are You a Member?

Newsletter Signup

Get the latest information on products, special offers and promotions

Copyright 2017 House of Knives. All Rights Reserved.
Sitemap |