Refunds + Returns
At Strata, we do not sell products with manufacturing defects. Any damage resulting from improper use, storage, or care is not indicative of poor quality but rather misuse. Even high-quality bladed tools, including Japanese knives and butcher knives, can chip, bend, or crack if not properly handled.
Most of our products do not come with manufacturer warranties. In cases where a warranty is available, we can assist in initiating communication with the manufacturer. However, unless explicitly stated, Strata is not responsible for overseeing or ensuring the warranty process. Warranty coverage is determined by the manufacturer on a case-by-case basis. Damage or breakage does not automatically qualify for warranty service.
Many of our products are handmade and naturally sourced, meaning variations in fit, finish, and appearance are expected. Product images, videos, and measurements are for general reference and may not perfectly represent the item you receive. We do not offer refunds, exchanges, or discounts for such variations.
All products are thoroughly inspected before being made available for sale. Items are only offered if any imperfections fall within acceptable industry standards. We do not provide refunds, exchanges, or discounts for minor imperfections that do not affect functionality or safety.
If you are uncertain about the proper use and care of a product, please contact us before purchasing or using it. Refunds, returns, or exchanges will not be issued due to misunderstandings or misuse.
Non-Returnable Items
• Mirror-polished items
• Products purchased via Shop Pay Installments (due to non-refundable transaction fees)
• Gift cards, sale items, second-hand goods, consignment items, saya or guards, consumables, and items without proof of purchase
• Items showing signs of use, damage, or servicing
Returns & Exchanges
Knives
Knives may only be returned for store credit in the form of a gift card, equal to the original purchase price minus any incurred transaction or return-related costs.
• Claims must be submitted within 14 days of delivery or pickup.
• The knife must be unused, unsharpened, unhandled, and in its original packaging with proof of purchase.
• If any signs of use, damage, wear, or servicing are found, the return will be denied.
• The customer is responsible for all shipping, customs, insurance, or other fees associated with the return.
Sharpening Stones
Returns or exchanges are not accepted for any natural or synthetic sharpening stones, whether used or unused.
Wooden Products
Handmade wooden items, such as cutting boards, knife strips, and utensils, may change color or shape over time due to natural material properties. These changes are not considered defects, and we do not offer refunds, discounts, or exchanges for them.
Custom & Special Orders
Custom orders, services, and special-order products are non-refundable and cannot be exchanged or returned.
• Any pre-purchase agreements—whether verbal, written, or recorded—are binding.
• If costs are incurred at any stage of fulfilling the order and the customer does not follow through, Strata reserves the right to pursue payment through numerous means.
Other Products
Eligible items must be returned within 14 days of delivery or pickup. Items must be unused, undamaged, and include all original packaging and proof of purchase. Any item that does not meet these criteria will not be accepted.
Order Modifications
To request changes to an order, email info@strataportland.com as soon as possible. We will do our best to accommodate requests but cannot guarantee that modifications can be made, even if the order has not yet shipped. Refunds will not be issued if we are unable to make the requested changes.
Shipping Policies
We do not control shipping costs, schedules, or delays caused by third-party carriers. Once a package is handed over to a shipping company, we cannot:
• Expedite shipping or force faster processing.
• Guarantee tracking updates, as these may be delayed, inaccurate, or missing altogether.
Tracking/scanning issues are especially common for first-time scans when a package leaves our possession. If a package has not been scanned in at time of pickup by the shipping company, it may appear as though Strata still has it when, in reality, it is already in transit or held a storage facility. We have repeatedly requested immediate scanning from carriers, but we have no control over this process.
Customers may contact the shipping company to initiate a system-wide search for a package. However, Strata is not responsible for any package once it leaves our facility. Refunds, cancellations, or exchanges will not be provided for shipping delays or tracking issues.
Processing & Shipping Timeframes
• Orders typically ship within 3-4 business days, but delays may occur depending on order volume or product-specific servicing.
• Orders placed Friday-Sunday may not be shipped until the following Thursday.
• If your order includes services such as sharpening, re-handling, repairs, thinning, or polishing, shipping may be delayed by 2-3 weeks or longer. We will provide updates as capacity permits. No refunds, cancellations, or exchanges will be issued for processing delays.
• The shipping method selected at checkout only determines transit speed and does not affect order processing times - for example, please do not place an order for a gift that needs to be received in a short time frame, pay for expedited shipping, and expect your order to bypass our typical 3-4 day processing time. Orders are shipped from the oldest date to most recent - expedited or custom shipping does not change this. If you are in a rush in regards to shipping times, you can contact us and we can try and work with your request as best we can, but we do not guarantee we can do so. Please ask us for assistance before placing your order as we do not allow refunds, cancellations, or exchanges for not meeting your demands after an order has been placed.
Shipping Errors & Claims
• If Strata makes an error affecting shipping or fulfillment, we will work with the customer to resolve the issue. However, refunds and cancellations will not be issued.
• If a chargeback is initiated before a formal shipping claim is filed and resolved, Strata will contest the chargeback.
Refund Requests
For eligible items, refund requests must be made in writing via email or in person with proof of purchase. Refunds will be issued via Shopify, cash, or store credit and may take several business days to process.
If a package is lost or stolen in transit, a refund request must be made before initiating a chargeback.
Return & Exchange Process
1. Submit a return request within 14 days of delivery/pickup via email (info@strataportland.com) or by calling 207-517-0034.
2. Once approved, ship the item to:
Strata
Attn: Return/Exchange
67 Washington Ave
Portland, ME 04101
United States
3. Customers are responsible for all return shipping costs, including insurance and tracking. Strata is not responsible for lost, delayed, or damaged return shipments.
4. Once received and inspected, we will notify you of approval or denial.
• Store credit (if applicable) will be issued via gift card within 7-10 business days.
• Refunds (if applicable) will be processed within the same timeframe.
Service Guarantees
Strata guarantees service work with a money-back guarantee or free re-servicing within 7 days of receipt, provided the item has not been used. A fair inspection by Strata is required. Once the item is used, the service guarantee is void. Customers are responsible for all shipping costs for returns and re-servicing.
General Disclaimer
• Strata is not responsible for typographical errors.
• Prices, descriptions, and policies may change without notice.
• We do not imply warranties unless explicitly stated.
• We are not liable for any specific use or infringement claims.
Gift Purchases
If purchasing an item as a gift, please include the receipt, as it will be required for any return or exchange. Store credit or returns will only be issued to the holder of the receipt. Keep in mind that returns/exchanges must be requested within 14 days of delivery.