Refunds + Returns

We do not sell products with manufacturing defects. Damage that may occur with use, storage, care, etc. is not a sign of poor quality, but of misuse. All bladed tools, especially most Japanese blades, can chip, bend, crack, etc, with improper care, regardless of price point. The vast majority of our products do NOT come with manufacturer warranties. In all instances where there is a manufacturer warranty, Strata does not assist in the return per the manufacturers’ policies. Strata can assist in establishing initial communication for warranty inquiries with the manufacturer, but is not responsible for overseeing the inquiry.

Please note that the majority of our products are primarily handmade and naturally sourced. Please allow for imperfections and variations in fit and finish that come into play with such craft goods for each individual product and sample pictures. All products are inspected before they become available for sale, and only become available for sale if such imperfections are deemed acceptable within a range of passable quality and safety given industry norms and our demanding level of such. We do not give discounts or allow refunds or exchanges for such imperfections.

Many of our products have unique and unusual functions, shapes, mechanisms, materials, etc. If you are uncertain about how a product should be used and cared for properly you must ask us before using. We do not allow refunds, returns, or exchanges on products for reasons related to a lack of knowledge, incorrect assumptions, or misunderstanding of the products - we are always happy to answer any questions you may have about any of our products.

Mirror polished items are not eligible for return, refund, or exchange.

We do NOT allow refunds, returns, or exchanges for any product(s) paid via Shop Pay Installments. We incur a non-refundable fee to offer this payment method to you, thus our ability to offer refunds, returns, or exchanges to you is non-negotiable.

If you need to make an edit to your order after purchase, please email us at info@strataportland.com. While we will do our best to accommodate your request, unfortunately we cannot guarantee that we will be able to edit the contents of your order after purchase (even if you contact us before the order is shipped out). We do not offer refunds if we are unable to meet the request.

PRODUCTS:

KNIVES

ALL knives are returnable ONLY for store credit of the original amount of the product, minus any costs incurred by Strata during the original transaction and return process, in the form of a gift card. A claim must be submitted within 7 days of delivery/pick up. Knives must be in unused, unsharpened, un-honed, show no signs of use or handling, with original packaging and proof of purchase to eligible for exchange. If any signs of use, damage, wear, servicing, etc. are visible upon return, your return will not be accepted, and you will be charged any shipping, customs, insurance, or any other fees and charges for return shipping back to you.

Sharpening Stones

We do NOT accept returns or exchanges for any natural or synthetic stones regardless if they have been used or not.

Wooden Products

Strata makes no guarantees that handmade wooden products such as cutting boards, magnetic knife strips, utensils, etc. will not discolor and or change shape with use. Such changes are natural and we do not give discounts, refunds or exchanges for such issues.

Custom and Special Orders

All custom orders of products, services, and special-ordered products, are NOT eligible for refunds, exchanges, or store credit. Any agreement(s), be it verbal, written, or recorded that are made prior to payment, which are then submitted, ordered, or rendered, are binding. Refusal to follow through on such orders or agreements will be submitted to claims collection services. By submitting or agreeing to any such custom orders or services, you agree to this binding clause. Please think carefully before submitting such orders.

Other Products

Gift cards, sale items, second-hand products, products on consignment, saya or guards, goods with any signs of use, damage or servicing, consumables, products without proof of purchase or items in damaged packaging, or any other products determined to not be returnable, and any goods regardless of condition after 7 days of delivery/pickup, are not returnable or eligible for store credit.

Delays or Issues in Shipping

We cannot control the shipping costs, nor the paces of package pickups and delivery by third-party shipping companies. We do not offer cancellations, refunds, or exchanges for delays in pickup or delivery times. We often have issues with shipping companies not picking up scheduled pick ups on time from our store, and our place and pace of business does not enable us to readily deliver packages at pick-up/drop-off centers. Sometimes shipping companies do not update the tracking information in a timely manner, of which we have no control over, which means that once your package has been picked up, you may not receive any updates on tracking until your package is delivered to you. We are a small team doing our best to get your items to you as fast as possible, but please understand that we cannot offer the same high-paced order fulfillment and shipping speeds as larger companies like Amazon et al.

We try to prepare packages for pickup within 48-72 (of our business) hours of purchase, but it may take longer to prepare for shipment given the pace of business of the product needs to be serviced in some manner. Please note that since most shipping companies are closed on Sundays and often have limited pickup options on Saturdays, and the fact that Strata is closed on Mondays and Tuesdays, orders placed Friday-Sunday may not be shipped out until Wednesday depending on the pace of business. If you requested service on any products in your order (such as sharpening, re-handling, etc.), shipping will be delayed until the service is rendered. Depending on the complexity of the service, it may take up to 2-3+ weeks to ship out but we will do our best to keep you updated on progress. Please take this into account when placing your shipping order. We do NOT offer any cancellations, exchanges, or refunds for any of these issues.

If any shipping claims were discussed between Strata and you, yet a chargeback is issued before the claim process is formally initiated, Strata will contest the chargeback.

How to Request a Refund

For applicable items and conditions that are eligible for a monetary refund, refunds must be requested in writing via email, or by verbal request in the store with receipt. Upon receiving the request for a refund, Strata will review the order and process the refund either via Strata's digital sales platform (Shopify), in cash, or gift card. It may take several business days for any refunds to show in your banking account, Strata has no control over the rate at which your bank processes such transfers.

If a refund request is sent by email it may take us a few days to get to the message normally, but depending on the day of the week and the pace of business when the request is sent, it may take a few more days for us to receive your request. Thus, we cannot always process refunds the same day they are requested, and the lack of an immediate response is not a reason to initiate a chargeback. If your package is lost or stolen in shipping,

A refund request must be made before issuing a chargeback and the aforementioned several day window for a response from Strata must be given. If any shipping claims were discussed between Strata and you, yet a chargeback is issued before the claim process begins, Strata will contest the chargeback. Strata will contest any and all chargebacks that do not follow this outlined refund protocol.

How to Place a Return/Exchange

For all other products that are able to be refunded, a request must be submitted within 7 days of delivery/pickup for items that are eligible for a return by contacting info@strataportland.com or calling 207-517-0034. Refundable items will be issued a refund of the original item amount, minus shipping or any fees or costs incurred by Strata during the original transaction and return process other than the cost of the item. Items must be in an unused and undamaged condition, with original packaging and proof of purchase. If any signs of use, damage, wear, servicing, etc. are visible upon return, your return will not be accepted and you will be charged any shipping, customs, insurance, or any other fees and charges for return shipping back to you. The customer is responsible for all shipping, insurance, customs, and any other fees and costs incurred when returning the package to Strata.

Once your return is received and inspected we will send you an email to notify you that we have received your returned item, and notify you of the approval or rejection of your claim. If the product is approved for store credit you will be mailed or emailed a gift card of the value of the original amount, minus any fees or costs incurred by Strata during the original transaction and return process, within 7-10 business. If the product is eligible and approved for return of funds you will be refunded that cost of the original amount, minus any fees or costs incurred by Strata during the original transaction and return process, within 7-10 business. If your return is denied, you will be notified of such and issued any fees or costs required to send the package back to you.

If you haven’t received the tangible gift card after 7-10 business days, please check your tracking information and contact the shipping provider. If you have not received a digital gift card for store credit after 7-10 business days, please contact us at info@strataportland.com. If you have not received the return funds for applicable return items after 7-10 business days from notification of Strata having refunded your money, first check your bank account and contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted, of which Strata has no control of once we have processed the return on our end. If you’ve done all of this and you still have not received your refund yet, please contact us at info@strataportland.com.

In the chance that Strata has made a typographical error leading to issues in shipping, or sent the incorrect or incomplete order, Strata will work with the customer to present options to resolve. We do not give refunds or discounts for such situations.

Strata reserves the right to change and diverge from these policies at any time without notification. It is the customer's responsibility to review all our policies before agreeing to them in order to complete the purchase.

Gifts

If you bought an item as a gift for someone else, please include a receipt with the gift, as a receipt is required if they attempt to return or exchange the item. The holder of the receipt is the one who will receive store credit or returns. Please keep in mind our return/exchange time of 7 days when purchasing a gift

Shipping

To return your product, please mail your product to:

Strata
Attn: return/exchange
67 Washington Ave
Portland, ME 04101
United States

All expenses for shipping are incurred by the customer. We are not responsible for any damage, loss, delays, etc. during return shipping. If a return is accepted, you will be refunded the amount of the item minus any shipping related fees. It is highly advised that you fully insure the value of the item and elect signature confirmation for each shipment you send back. If the package is returned damaged, the item will not be accepted for a return or exchange.

Do not send your product(s) back to the manufacturer unless notified to do so upon purchase, or after contacting us for assistance. Any products returned to the original manufacturer without notification, will not be eligible for Strata's return/exchange policies.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item(s).

SERVICES:

Strata guarantees all serviced work with a money back guarantee or free re-service of equal value before use and within 7 days of receiving your items back from service. Any issues you have with the results of your goods after service must be declared upon receiving your serviced goods and BEFORE they are used so fair inspection can be made. Upon use of your serviced goods Strata’s service guarantee becomes void, as by using your goods you agree that you have inspected your serviced goods and are satisfied with the results. Any shipping needs for re-service to and from Strata will be paid by the customer. All return shipments must be fully insured with signature confirmation, or they will not be accepted.

General Disclaimer of Warranty and Use

Strata is not responsible for typographical, printing, drawing, or otherwise marked errors. Strata does not imply warranties unless expressly noted, nor does it make representations to use of an item for specific purposes or in specific manners, or non-infringement. All prices, fees, other costs, pictures, descriptions, measurements, or any written or expressed information is subject to change without notice.