Frequently Asked Questions











How long will it take to receive my order?  
Standard   5 - 7 Business Days
Store Pick-Up   2 - 8 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?
If you are shipping to your residence, once 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 [email protected].
Pickup orders do not receive tracking numbers, as they are shipped internally. The store will call you in 2-8 business days, when your order arrives, for you to come pick it up. If you do not receive a call within that time, please contact [email protected] with your order number.
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.
Your order can be cancelled up until the point it has shipped. If it has shipped, it cannot be cancelled. Please contact customer service at [email protected] if you need to make changes or cancel your order.


How much will shipping cost?
You can have your order shipped for free to our stores in BC and Alberta. We offer free shipping over $199 dollars to most places in Canada. Northern Territories are excluded due to higher shipping costs. See our Shipping Information page for more details.


Can I have my order shipped with Xpresspost?
During checkout, you can select Xpresspost for an additional fee. Xpresspost shipping is not covered by our Free Shipping offer.


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.


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.



Can I purchase a gift card online?
You can purchase a House of Knives gift card for between $25-$100 on the In-Store Gift Cards page 

I can’t use my gift card online, why is this?
Gift Cards can only be used in-store unless you convert them for online use. We apologize for any inconvenience.  

How do I convert my gift card for online use?
If you have a gift card you would like to use online, please follow these steps.

  1. Create a House of Knives account
  2. Scratch the back of the card to reveal the code
  3. Take a photo of the back of the card
  4. Email [email protected] with the photo

How can I find my gift card balance?
To find the balance of your gift card, please email [email protected] 

I lost my gift card/code. Can I get it replaced?
Gift cards are treated like cash, and once lost are difficult to replace. If you have lost your gift card, you can contact us at [email protected]. If you can provide 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?
Yes. When making your order, enter in the gift recipient's address in the "Ship-to" section. In the billing information window, please make sure to put in your own information.


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 [email protected].

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.



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.



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.


Is 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.



What payment methods can I use?
For your convenience we accept the following payment methods: Visa, MasterCard, Google Pay, Apple Pay, PayPal and Sezzle for Canadian Customers. All customers making a purchase using a U.S card are required to pay using PayPal or using a credit or Visa Debit card authorized via 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.



Where is the nearest House of Knives store?


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