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. Please note that all policies and terms are subject to change without notice. If you complete the action of placing an order with Strata, whether online or in-person, you are agreeing to follow Strata's policies. We are always happy to discuss our policies before your purchase. 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 section 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 any knife or any product we sell on any products or for any activities/tasks that the purchased product was not made for
  • 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 to reduce the chances for damage
  • 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.

 

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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.

 

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TERMS OF SERVICE (sharpening et al.)

 

By submitting your goods for sharpening, repair, refinishing, or any related service, you authorize Catalyst Cutlery, LLC (“Strata”) to perform the requested work. You acknowledge that these services may alter the condition of your goods, including but not limited to:

• Aesthetic and cosmetic changes (e.g., scratches on metal, wood, plastic, or other materials).

• Changes in geometry, shape, thickness, weight, or dimensions.

• Replacement of materials (e.g., wood, metal, plastic).

• Other reasonable modifications resulting from the service process.

Sharpening & Service Scope

• The sharpening service applies only to the blade edge. Additional repairs (e.g., fixing chips, grinding bolsters) will incur extra charges unless otherwise specified.

• Other services (e.g., refinishing, repairs) are charged in addition to sharpening unless explicitly noted.

• If your service request is unclear, incomplete, or missing, Strata will perform the necessary work to optimize your goods and charge accordingly.

• Estimated costs and turnaround times are not guaranteed and may vary. You agree to pay for the services rendered upon receipt of your goods unless otherwise specified.

• By accepting your serviced goods, you confirm satisfaction with the work performed.

Liability & Service Limitations

• Strata makes no guarantees on edge retention, sharpness duration, polish levels, or other physical properties.

• You must declare any structural damage (e.g., loose handles, cracks) before service. Strata is not responsible for further damage that may occur during servicing due to pre-existing issues.

• If an undisclosed defect causes injury to the service provider, you may be held liable for reparations.

• Strata reserves the right to refuse service for any item for any reason.

Shipping & Insurance

• Customers are responsible for all shipping costs (sending, return shipping, and insurance).

• Strata returns goods via USPS or another carrier, with standard shipping unless expedited service is requested and paid for.

• Insurance is optional and must be declared prior to return shipping. If no insurance is requested, Strata is not liable for lost, stolen, delayed, or damaged shipments.

• Customers must properly package their goods. Strata is not responsible for damage due to inadequate packaging.

• If a mailed-in item is deemed unserviceable, Strata will notify you and refund any initial service charges. However, return shipping costs will still apply.

Payment & Claim Policies

• Strata only accepts digital payments for mail-in services unless otherwise noted.

• Items left unclaimed for 90 days may be considered abandoned.

• By providing your contact information, you consent to Strata contacting you regarding services, your goods, and payment.

• Upon receiving and inspecting your serviced goods, you agree to pay the invoiced amount via the available payment options.

 

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SHIPPING POLICIES

 

We strive to prepare packages for pickup within 3-4 business days of purchase. However, order processing may take longer based on business volume or if the product requires servicing (e.g., sharpening, re-handling). As a small team, we do our best to ship orders as quickly as possible, but we cannot match the fulfillment speeds of large companies like Amazon.

Processing & Shipping Timeframes

• Strata is closed Monday-Wednesday, and most shipping companies do not operate on Sundays.

• Orders placed Friday-Sunday may not ship until Thursday when we reopen depending on the pace of business/our capacity to fulfill packages in a timely manner, as well as the availability of pick ups from the shipping company.

• If your order includes a service, shipping may be delayed by 2-3+ weeks or more, depending on complexity. We will provide updates as possible.

• No cancellations, exchanges, or refunds will be issued due to processing delays.

Signature Confirmation

Strata does not require signature confirmation, but it can be added for an additional fee.

• To request this service, include a note at checkout or contact us before your package ships.

• Anyone at the delivery address can sign for the package, so please plan accordingly.

• Strata is not responsible for issues arising from opting out of signature confirmation.

• If you miss a delivery attempt, your package may be returned to the sender or held at a local distribution center. Strata is not responsible for any resulting issues.

Tracking Information

• A tracking number will be provided when your shipping label is created. However, this does not mean the package has been packed or picked up yet.

• Once the package is in the possession of the shipping carrier, Strata cannot be held responsible for:

• Tracking updates (which may be delayed or missing)

• Shipping delays or customs processing

• Lost, damaged, or misdelivered packages

• Redirecting shipments or updating shipping information

• If an issue arises, you must file a claim directly with the shipping carrier. Strata will provide any necessary supporting information but will not open claims on your behalf.

 

Domestic Shipping (USA)

• Strata ships within the USA via UPS at rates determined by the carrier.

• Shipping insurance is available via EasyShip at an additional cost. If you elect insurance, please review EasyShip’s policies here.

• If you do not purchase insurance, Strata is not responsible for lost, stolen, or damaged shipments.

• Oversized or irregularly shaped items may incur additional shipping fees, which will be communicated before shipment.

UPS Contact Information:

• Customer Service: 1-800-742-5877

• Claims: UPS Claims Page

 

International Shipping

• Strata ships internationally via DHL or UPS at rates determined by the carrier.

• Shipping insurance is available via EasyShip. If you elect insurance, please review EasyShip’s policies here.

• If you do not purchase insurance, Strata is not responsible for lost, stolen, or damaged shipments.

• Oversized or irregularly shaped items may incur additional shipping fees, which will be communicated before shipment.

Carrier Contact Information:

• DHL Customer Service: 1-800-225-5345

• DHL Claims: DHL Claims Page

• UPS Customer Service: 1-800-742-5877

• UPS Claims: UPS Claims Page

 

Shipping Delays & Issues

We do not control shipping costs, pickup schedules, or delivery timeframes set by third-party carriers.

Tracking & Delivery Issues

• Carriers may not scan packages immediately, causing a delay in tracking updates.

• Some packages may show no updates until they are delivered.

• First-time scans can take several days or longer to appear in the carrier’s system.

• If tracking shows that your package is still in Strata’s possession, it may already be with the carrier but unscanned.

• Strata does not offer cancellations, refunds, or exchanges due to tracking delays or missing updates.

Understanding Shipping Speed vs. Processing Time

• The shipping speed you select at checkout only applies once the package is with the carrier.

• Strata processes orders chronologically—selecting a faster shipping method does not expedite our processing time.

• No cancellations, exchanges, or refunds will be issued for misunderstandings regarding processing vs. shipping speed.

Errors & Shipping Claims

• If Strata makes an error (e.g., incorrect shipping details or incomplete orders), we will work with you to find a resolution.

• If a shipping claim is in progress and a chargeback is issued before resolution, Strata will contest the chargeback.

 

Contact & Additional Information

If you did not receive a tracking number, please check your spam folder or email info@strataportland.com.

For questions, concerns, or deviations from these policies, please contact us before making a purchase.