All Terms + Conditions

Thank you so much for your purchase, we really appreciate it! Below we are including all terms and conditions related to our return policy, knife care, shipping policies, and terms of service (sharpening). Please review these terms and conditions carefully before placing your order. If you need help or have any questions at all, give us a call at (207) 517-0034 or send us a note at info@strataportland.com

Knife + Product Care

YAY!

Thank you so much for your purchase, we really appreciate it and hope you LOVE your new knife/tool! We’ve put together this care card with some best use and maintenance practices so you will be able to enjoy your exciting new tool(s) for as long as possible. We’re always here to help, so please be in touch with any questions at info@strataportland.com

Have fun and be safe!

General Use

All knives can chip, especially Japanese knives, if not used within their intended purposes or without proper knife techniques:

do not use non-butcher knives on bones, shells, seeds, pits, woody stems and root buttons, frozen foods, hard cheeses and rinds, metal wires, and so on - use non-butcher knives ONLY on soft to firm products
If you are hesitant to use your knife for a certain task, play it safe and use a different tool for the job at hand
never twist, hit, or pry anything with any type of knife
do not scrape, scoop, or drag anything with the edge of a knife
use knives only on appropriate cutting boards like end-grain or soft to firm long-grain boards and avoid hardwoods, bamboo, and hard plastics

Cleaning + Storage

wash knives with warm soapy water using the soft side of the sponge immediately after use
dry immediately with a clean fabric or paper towel
store safely away from other items as well as heat and water/wet sources
condition with a stable, food-safe oil as needed
do not wash any knife in the dishwasher or soak them in anything
Do not continue to use a knife with chips or broken tips as such damage can cause further damage to more easily occur

Rust

All steel can discolor and rust, even stainless steel (it’s stainless, not stainproof) if not properly maintained! The best way to prevent rust is to wash your knives clean after use (NOT after you're done eating) of any material and keep dry after use. Discoloration, called a patina, on carbon steel knives is natural. Patina formation may occur rapidly when using acidic, basic, or salty products. A patina can form in a variety of colors, but remove any reds or oranges with a gentle, non abrasive metal polish and a cotton ball or rag. Check your knives regularly to prevent rust formation.

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.

Terms of Service (Sharpening)

By submitting your goods to be sharpened, repaired, refinished, or any other related service, you allow Catalyst Cutlery, LLC (hereby called, “Strata”) to perform such work on your goods. You understand that such services will alter the condition of your goods which could include, but not limited to: aesthetic and cosmetic changes such as scratches to metal, wood, plastic or other materials; changes in overall geometry or shape, thickness, weight, length or other dimensional aspects; replacement of materials such as wood, metal, plastic or any other materials; and any other applicable reasonable alterations that can arise from such services provided by Strata.

The "sharpening service" entails only the sharpening of the very edge of your bladed goods. Any damage to the edge, such as chips, that would be required to be repaired for proper edge sharpening, or bolsters in the way of the edge that need to be ground away, will incur additional costs unless otherwise noted. Unless otherwise noted, all other service options provided by Strata are also charged as an additional service in addition to the edge sharpening service. Any questions or concerns regarding any of the service options must be presented before service is rendered. If Strata receives your goods that require services beyond basic edge sharpening with no or unclear instructions, or the servicing form was not submitted or filled out properly, Strata will perform all applicable services needed to get your goods in optimal condition, and charge accordingly. Estimates of cost and time for services are not to be considered guarantees, and total costs and turnaround time for services may be less or greater than the amount estimated. You agree to pay the amount according to the services rendered upon receiving your serviced goods, unless otherwise noted.

By leaving Strata with your serviced goods you are accepting and approving the condition and results of the servicing.

Strata makes no guarantees on duration of edge retention, sharpness, levels of polish, and any other physical properties.

Shipping costs for both sending, receiving, and insuring any goods or goods sent in for service, will be covered by the customer. Strata will return ship your goods via USPS or other shipping service, or a particular service if requested, with the customer covering any additional costs if necessary. Unless you request, and cover the costs of expedited shipping, all packages will be shipped back using standard shipping speeds. It is recommended that you insure your goods both ways. You must declare if you want your goods insured for return shipping, with the cost being added to the final invoice. If no insurance is declared, no insurance will be given. Strata is not responsible for delayed, lost, stolen, or damaged goods by the shipping company, or any damages that could have occurred by poor packaging by the customer. If the Service Options form for mail-in services is not included or filled out properly, Strata will perform all necessary services needed to get your goods in optimal condition, and charge accordingly. If Strata inspects your goods and deems them unserviceable, Strata will notify you of such, and refund you any monies if initially charged, and charge for return shipping. If you have questions about regarding if your goods can be serviced, please contact Strata before shipping. Strata only accepts digital payment for mail-in services, unless otherwise noted. Unless otherwise noted, all mail-in goods are subject to the same pricing and terms as drop-off services. See the Mail-In Instructions page for proper packaging instructions and shipping address.

You must declare prior to service if any of the tools you are submitting for service are structurally damaged in order to prevent injury to the service provider, or which may negatively affect the service process (eg. loose handles, cracked blades, etc). Strata is not responsible for any further potential damage to your tools that may arise from the service process if they were initially submitted in damaged condition. Any injury to the service provider that may have been caused from initially damaged goods not declared may result in reparations to Strata and/or the service provider. By submitting your goods for service, you declare that you have inspected your tools for such potential structural or other unsafe conditions. Strata will notify you of any issues that arise during services that may negatively affect the performance of your goods so that reasonable options can be considered for both parties.

Strata cannot and will not be held accountable for misuse, poor maintenance, or any other irresponsible issues that may arise from your use that negatively affects the integrity and performance or your goods, or injury to you. Tools are serviced on a first-come first-serve basis. Strata reserves the right to refuse any service to any good for any reason. Strata is not responsible for items left unclaimed after 90 days. By providing your contact information required for service, you allow Strata to contact you regarding our services, your goods, and payment. Upon receiving and inspecting your goods, you agree to pay the invoiced amount via the listed payment options.

SHIPPING POLICIES

USA DOMESTIC

Strata ships domestically within the USA via USPS or UPS for a rate determined by the shipping company, unless otherwise noted. You can elect to have shipping insurance via EasyShip added to your order at a cost set relative to the cost of your entire order. Please see Easyship's policies, here. If a claim needs to be issued, Easyship will provide you the necessary steps to do so. Strata will provide whatever necessary information to assist in your claim. Strata cannot be held responsible for any issues that may arise from not electing insurance. Odd-sized or large items may cost more than average sized products, of which we will do our best to notify you of. You are responsible for covering any additional costs for such sized items. All shipments are automatically covered up to $200 via Shopify's policies. We recommend you insure any packages above that value.

Domestic shipping typically takes 2-3 business days once received by the shipping company, but could be more or less also depending on which shipping option you choose. Strata cannot be held responsible if shipping takes longer then stated by the shipping company once it is received by them. If you would like to elect a faster or more robust shipping method, please email us at info@strataportland.com. You will need to cover any additional costs and fees incurred by using an elective service, and all standard shipping policies apply.

Strata requires that all packages include signature confirmation for a fee determined by the shipping company you select, or it can be waived upon your request by writing in the 'comments/notes' section at checkout, or by contacting us via email or phone. Strata cannot be held responsible for issues that arise from electing to not have signature confirmation. Please note that anyone can sign for your package, so prepare your schedule or alert your neighbors that a package for you is on the way and requires signature confirmation to help reduce the chances of theft. Strata cannot be held responsible if issues arise even if you have signature confirmation, including missing attempted deliveries that result in a return to sender or hold at the nearest local or regional distribution center for the shipping company used.

You will receive a tracking number from us when we process the order for shipment, but that does not mean the shipment was packed up or picked up, only that a shipping label was created. Once the package is received by the shipping company you will be able to track progress of the shipment, and Strata can no longer responsible for the processing, tracking, loss/damage claims, redirecting, updating information, delays in delivery or customs, etc. because the package would be in the possession of a third-party. If an issue does arise, claims must be filed by you. Strata will provide any information needed for claims, but will not open a claim for you. You can reach USPS customer service at 1-800-275-8777, and claims at https://www.usps.com/help/claims.html. You can reach UPS customer service at 1-800-742-5877, and claims at https://www.ups.com/us/en/support/contact-us.page

We try to prepare packages for pickup within 48-72 business hours after purchase, but it may take longer to prepare for shipment given the pace of business. The same processing time applies to any packages received back to us via returned to sender. The shipping speed you purchase only applies when the package has been retrieved by the shipping company, it does not apply to the pace at which Strata prepares the order. 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. We do our best to ship out packages Wednesday-Saturday but our ability to do so depends on the pace of business and the shipping company picking up scheduled pick ups on time. Strata is not responsible for any incorrect address information that you enter - we do not edit shipping addresses so please double check your address information before submitting your order. A refund must be requested before submitting chargebacks if issues arise from packages returned to sender. We do NOT offer any cancellations, exchanges, or refunds for any of these issues.

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 or issues that arise from failed delivery attempts. We occasionally have issues with shipping companies not picking up scheduled pick-ups on time from our store, which may delay overall shipping time; and our place and pace of business does not enable us to 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.

For questions related to these policies, or to receive a tracking number if you did not receive one, please email info@strataportland.com. Sometimes notifications from our system are sent to spam folders, so please double check your spam folder. All questions and concerns must be addressed before purchase. Any deviations from these policies must be expressly agreed upon by Strata.

INTERNATIONAL

Strata ships internationally via DHL or UPS for a rate determined by the shipping company. You can elect to have shipping insurance via Easyship added to your order at a cost set relative to the cost of your entire order. Please see Easyship's policies, here. If a claim needs to be issued, Easyship will provide you the necessary steps to do so. Strata will provide whatever necessary information to assist in your claim. Strata cannot be held responsible for any issues that may arise from not electing insurance. Odd-sized or large items may cost more than average sized products, of which we will do our best to notify you of. You are responsible for covering any additional costs for such sized items. All shipments are automatically covered up to $200 via Shopify's policies. We recommend you insure any packages above that value.

Shipping typically takes 2-10 business days once received by the shipping company. Strata cannot be held responsible if shipping takes longer then stated by the shipping company once it is received by them. If you would like to elect a faster or more robust shipping method, please email us at info@strataportland.com. You will need to cover any additional costs and fees incurred by using an elective service, and all standard shipping policies apply.

You will receive a tracking number from us when we process the order for shipment, but that does not mean the shipment was packed up or picked up. Once the package is received by the shipping company, you will be able to track progress of the shipment, and Strata can no longer responsible for the processing, tracking, loss/damage claims, redirecting, updating information, delays in delivery or customs, etc. because the package would be in possession by a third-party. If an issue does arise claims must be filed by you. Strata will provide any information needed for claims, but will not open a claim for you. You can reach DHL customer service at 1-800-225-5345, and claims at https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html. You can reach UPS customer service at 1-800-742-5877, and claims at https://www.ups.com/us/en/help-center/claims-support.page.

We try to prepare packages for pickup within 24-48 business hours of purchase, but it may take longer to prepare for shipment given the pace of business. 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. We do our best to ship out packages Wednesday-Saturday, but our ability to do so depends on the pace of business and the shipping company picking up scheduled pick ups on time. Please take this into account when placing your shipping order. We do NOT offer any cancellations, exchanges, or refunds for any of these issues.

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 occasionally have issues with shipping companies not picking up scheduled pick-ups on time from our store, which may delay overall shipping time; and our place and pace of business does not enable us to 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 do not offer cancellations, refunds, or exchanges if you miss delivery attempts, thus "delaying" delivery.

If a package is returned to sender (Strata), we will contact you about re-delivery or cancellation of your order minus any shipping fees. If you want to have the returned package redelivered you must pay for a new shipping label. A refund must be requested before submitting chargebacks if issues arise from packages returned to sender.

For questions related to these policies, or to receive a tracking number if you did not receive one, please email info@strataportland.com. All questions and concerns must be addressed before purchase. Any deviations from these policies must be expressly agreed upon by Strata.