Terms of service

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 orders@strataportland.com

Knife + Product Care

YAY!

Thank you so much for purchasing a knife from us, we really appreciate it! In order to best enjoy your exciting new product(s) for as long as possible, we’ve put together these care instructions for best use and maintenance practices. These and other mindful practices apply to all of our products, not just culinary knives. Please contact us if you have any questions anytime!

General Use

All knives can chip, especially Japanese knives, if not used within their intended purposes nor without proper knife techniques. Do not use non-butcher knives on bones, hard shells, seeds, woody stems, frozen foods, etc. Never twist, hit, or pry anything with any type of knife. Do not scrape, scoop, or drag anything with the edge of a knife. We inspect all our products before use; broken knives are a sign of misuse, not poor quality manufacturing.

Cutting Boards

Use knives only on appropriate cutting boards like end-grain or soft to firm long-grain boards, and avoid hardwoods, bamboo, and hard plastics. Do not soak wood boards in anything. Condition wood boards as needed with food safe oil, and a high-grit sanding to remove discoloration and damage.

Cleaning

Do not wash any knife in the dishwasher, or soak in anything. Wash with warm soapy water using the soft side of the sponge immediately after use. Dry with a clean fabric or paper towel, and store safely away from other items, as well as heat and water/wet sources. Condition with a stable, food-safe oil as needed.

Rust

All steel can discolor and rust, even stainless steel (it’s stainless, not stainproof), if not properly maintained. Wipe your knives clean 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 metal polish with a cotton ball or rag. Check your knives regularly to prevent rust formation.

Have fun!

Return + Refund Policy

PRODUCTS:

ALL knives are returnable for store credit of the original amount of the product, minus any costs incurred by Strata during the original transaction and return process. A claim must be submitted within 7 days of delivery/pick up. Knives must be in an unused, unsharpened, un-honed state, 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 us. To submit a claim, simply email us at orders@strataportland.com, or call us at 207-517-0034 within 7 days of delivery/pickup. Store credit will be issued in the form of a gift card, which will be mailed or emailed to you.

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

A claim must be submitted within 7 days of delivery/pickup for items that are eligible for a return. Refundable items will be issued a refund of the original item amount, minus any fees or costs incurred by Strata during the original transaction and return process. 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. To submit a claim, simply email us at orders@strataportland.com, or call us at 207-517-0034 within 7 days of delivery/pickup.

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 orders@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 orders@strataportland.com.

Please note that the majority of our products are primarily handmade. Please allow for reasonable slight imperfections in fit and finish that come into play with such craft goods. 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 for such imperfections.

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, specifically 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 any further assistance.

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.

Shipping

To return your product, please mail your product to:

Strata
Attn: returns
93 Washington Ave
Unit 4
Portland ME 04101
United States

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 policies.

You will be responsible for paying any shipping, customs, or any other related costs or fees for returning your item to Strata or the original manufacturer. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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 will be paid by the customer.

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, 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 for services are not to be considered final costs, and total costs 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.

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 UPS and USPS, both of which include insurance and signature confirmation. Shipping time depends on the shipping option selected by you. Orders typically take 24-48 hours to be processed, not including days Strata is closed. Once the shipment is retrieved by either shipping company, Strata cannot be held responsible if shipping takes longer than stated. If you would like to elect a faster or more alternative 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.

If you requested service on any products in your order, shipping will be delayed until the service is rendered. Depending on the complexity of the service, it may take several weeks to ship out, but we will do our best to keep you updated on progress.

You will receive a tracking number via email when we process the order for shipment. Once the package is received by the shipping company, Strata is no longer responsible for the processing, tracking, loss/damage claims, redirecting, updating information, etc. 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 or online at https://www.usps.com/help/contact-us.htm, and UPS customer service at 1-800-5877 or online at https://www.ups.com/us/en/help-support-center.page.

If an error is made by Strata in pre-shipment preparation, such as entering the wrong address, we will do our best to resolve the issues as quickly as possible. Since claims can take time, please be patient; we will update you as we work through the process. We do not give refunds or discounts for such situations.

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. Strata reserves the right to edit, delete, or change any of these policies at any time without written notice.

INTERNATIONAL

Strata ships internationally via UPS and DHL Express, which take 2-10 business days. Orders typically take 24-48 hours to be processed, not including days Strata is closed. Once the shipment is retrieved by either shipping company, Strata cannot be held responsible if shipping takes longer than stated. If you would like to elect a faster or more alternative 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. There may be an additional $10 handling fee for international shipments.

Strata requires that all packages include insurance and signature confirmation. If you request to not have insurance or signature confirmation, Strata cannot be held responsible for any issues that may arise from lack of insurance coverage or proof of delivery. All customs, tariff, and other fees are paid by you. Strata is not responsible for any issues or delays that may arise with import inspections and the like.

You will receive a tracking number when we process the order for shipment. Once the package is received by either of the shipping companies, Strata is no longer responsible for the processing, tracking, loss/damage claims, redirecting, updating information, etc. 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 UPS customer service at UPS customer service at 1-800-5877 or online at https://www.ups.com/us/en/help-support-center.page, and DHL at 1-800-225-5345, or online at https://www.dhl.com/global-en/home/contact-us.html.

If an error is made by Strata in pre-shipment preparation, such as entering the wrong address, we will do our best to resolve the issues as quickly as possible. Since claims can take time, especially international claims, please be patient; we will update you as we work through the process. We do not give refunds or discounts for such situations.