Thank you for choosing TUO Cutlery. From this page, you can learn about our shipping info. and after-sale policy.
TUO brand products are backed by warranties against manufacturing defects. These warranties apply to purchases made through our official website only. If there is anything you need us to help with, please contact our customer service team and we will try our best to help.
We offer Free Shipping On Orders from US and CA, no matter how many knives you order. Please note that we have warehouses in the United States & Canada, so for the order from the US & CA, we will ship out knives via USPS, UPS or FedEx, and fast delivery in 7 days. For the other locations, we will ship out knives from China via FedEx, the estimated shipping time needs 7-10 days.
Processing, shipping, and handling times are approximated and not guaranteed. You will receive tracking information for your shipping method via the email you provide us with your order.
- We cannot ship to PO Boxes. If a PO Box is entered your order will be delayed until we can contact you for a valid delivery address.
- Please make sure a valid phone number and email address are listed so that our customer service representative can reach you promptly to resolve any issues.
- Orders are processed and shipped Monday through Friday. If you place an order on the weekend, we’ll process it and ship it out to you on the following Monday/Tuesday.
-Orders can take 1-2 business days to process.
- Any orders received after 8:00 pm Pacific Time will be processed the following business day, if possible.
Here are the situations that may cause disputes:
1. Item not received
- Delivery on the way
- Parcel seized by customs: It is the buyer's duty to do customs clearance. Therefore, you should contact the customs office to take your parcel once it has been seized.
- Status of shipment stagnated for a long time: If the status of the parcel stagnated for a long time, we advise you to contact your local post office to check it for you. At the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep in touch with us until the parcel is delivered successfully.
- Unsuccessful delivery
- If the parcel is delivered unsuccessfully because of the wrong address offered by the buyer. We are not responsible for any loss caused.
- If the parcel is sent to the wrong address or lost by the shipping company, please contact our customer service team, we’ll help deal with the problem.
2. Quality Problem
If the product you received has any manufacturer defect, we're willing to send you a replacement product. Email us at email@example.com with your Order ID and any images of the quality problem you are concerned about, and we will be pleased to assist you.
Note: Please do not return the parcel before contacting us. Please note that the outside package address is not our return address.
3. Order Cancelling
You may cancel your order at any time prior to TUO Cutlery processing your order by emailing firstname.lastname@example.org. Unfortunately, we are not able to cancel orders once they have been shipped.
If choosing PayPal to pay, it needs 5-7 days for PayPal to complete the settlement. During this time, if you want a refund, 5% of the order total will be charged as a handling fee. All rights to interpret are reserved by TUO Cutlery.
PS: Refunds can take 7-15 business days to show in your bank statements.
Questions / Concerns
If anything is unclear or if you have a special circumstance, please feel free to email us: email@example.com. We would love to serve you.