Shipping and Policies
For internet orders, our goal is to respond within 24 to 48 hours and ship the purchase as quickly as possible. No orders will be shipped on weekends or holidays.
Packages are shipped from our warehouse in Quebec City. We are not yet open for business. Depending on stock availability and manufacturers' capacities, you may have to wait a few weeks or even months to receive your products. Never forget that our knives are hand made. We will contact you in due course. This may also result in the splitting of orders if necessary.
Shipments that cross international borders may be detained by the country's customs agency. These delays are beyond our control. For this reason, all international shipments are accompanied by an electronic or physical commercial invoice. Couteaux Nagano Knives is not responsible for duties, local taxes and additional charges incurred by customs agencies.
We do not ship international packages marked "Gift" and we do not reduce the cost of the commercial invoice for the items contained therein. It is obviously illegal to do so.
Customers in Canada and the United States :
Canada - We ship with Canada Post's Expedited Parcel Service. In most cases, packages arrive at their destination in Canada within 2 to 7 business days. This service is insured and can be tracked.
United States - We ship with DHL Express service. In most cases, packages are delivered within 2 to 7 business days. (possibly 4 to 9 for Hawaii and Alaska) This service is insured and traceable.
Other shipping options exist, you can select your preferred service on the checkout page if you want faster service.
If your order is over 200 Canadian dollars (before taxes), we are pleased to offer FREE SHIPPING, at our expense, anywhere in Canada or the United States (including Hawaii and Alaska).
If your order is less than $200 CAD (before taxes), you can ship it directly from Canada Post, UPS or DHL for a fee.
International Shipping (outside of Canada and the United States) :
If your order is over $350 CAD (before taxes), we are pleased to offer FREE SHIPPING, excluding border fees and duties.
All orders shipped to countries outside of Canada and the United States under 300 Canadian dollars will be shipped via DHL International Express. Shipping charges will be calculated at checkout using DHL's current rates (you pay what we pay).
This return and refund policy applies to all items purchased at Nagano Knives, at newsstands or online. At Couteaux Nagano Knives, we want you to be 100% satisfied, so if you are outside the general return policy, please contact us directly.
Before returning an item, please contact us at firstname.lastname@example.org. Products must be returned within 30 days and accompanied by the receipt of payment, the original packaging (undamaged), unused and in perfect condition. If the knives show signs of use, sharpening, lapping, etc., they will not be accepted for return or exchange. If the original packaging is not in a resalable condition, the item will not be accepted for return or exchange.
All items returned to Couteaux Nagano. are at the expense of the purchaser unless otherwise specified. Items must be properly packaged to avoid damage and be fully insured. Purchases will not be refunded until we have received the products and are satisfied with their condition. The refund will be the amount paid less any shipping and handling charges you have offered us or any other costs incurred.
When you send us a package across an international border, it is your responsibility to indicate that the item is either being returned or is being temporarily imported for repair. Failure to do so may result in import duties and/or brokerage fees.
Damaged or used items will not be accepted or credited for return or exchange.
Here is the return address:
To the attention of :
Returns, Nagano Knives
680 3rd Street
Quebec City, Qc
Problems or errors in shipments
In case of problem with your order, please inform us within 48 hours of receipt. Couteaux Nagano will not be responsible for any claim made after 48 hours. In case of breakage resulting from transportation by the carrier, please retain the original item(s) and all packaging and packing materials for later inspection by the carrier.
We want all our customers to be 100% satisfied with their purchase. This is why all our products are carefully inspected before shipping and properly packaged to avoid any damage during transport. If you encounter any problems upon receipt of your order, please contact customer service at email@example.com within 48 hours.
Nagano Knives makes no warranties of any kind, express or implied, including, without limitation, warranties or conditions of title, or implied warranties of merchantability or fitness for a particular purpose. Nagano Knives is not responsible for the improper use of the products. We advise you to follow the advice of use. Prices and availability are subject to change without notice.
Terms and Conditions of Use
You can browse our website without giving us any personal information.
However, we may collect personal information in the following cases:
You purchase, order, return or exchange items;
You request to be added to our mailing list or to receive other commercial communications;
You register on our website;
You apply for employment;
You participate in one of our contests or promotions, or respond to a survey;
You send a comment or question to customer service by e-mail or through our chat service.
If you make purchases through our website or Facebook store, we may also collect your billing and shipping address, telephone number, email address, first and last name, company name if applicable, and the message to be placed on a gift certificate (if applicable) in order to deliver the products ordered. We may also collect optional information such as your date of birth in order to send you a birthday card.
When you return or exchange products purchased online, we may ask you to provide your name, address and telephone number. We collect this information to administer our loss prevention program, including helping us to detect and prevent fraud. With respect to returns of items that result in a refund on a customer's credit card, we will ask you to provide your credit card information in order to process and administer the refund transaction.
Marketing Communications: When you subscribe to our mailing list to receive our newsletter or other promotional communications by mail or email, we may collect personal information such as your first name, last name, email address and/or mailing address (depending on the delivery method) as well as information about your interests in order to provide you with the service and/or product you have requested.
We will only contact you if you wish to do so. You are free to choose, at any time, not to receive our promotional communications by clicking on the "Unsubscribe" button at the bottom of our emails or by contacting our representatives as indicated in the "Unsubscribe / Unsubscribe" section below.
Job opportunities at Nagano Knives: We can advertise job opportunities on our website. When you apply for employment or submit questions about an employment opportunity, you may provide us with certain personal information about yourself (such as information contained in a resume, cover letter, or similar employment-related materials). We use this information to process and respond to your application for employment or any other request from you.
Contests, Promotions, Surveys: When you enter a contest, participate in a promotion or respond to one of our surveys, we may collect your name, address, telephone number and email address. We use this information to administer your participation in the contest or promotion and, for survey purposes, to understand our customers and improve our product and service offerings, promotions and events. At the time you enter the contest, promotion or survey, we may ask for your permission to receive future marketing information from Nagano Skate or its business partners. To withdraw your consent to these communications, please contact us as indicated in the "Unsubscribe / Unsubscribe" section below.
Customer Service: When you submit a comment or question to Customer Service via email or the chat service, we may collect personal information such as your name, postal or email address and/or telephone number in order to be able to respond to your comment or question. We also collect various types of information that you provide to us in order to enable us to respond to your question.
SECURITY OF PERSONAL INFORMATION
In order to provide you with an increased level of security, online access to certain personal information may be password-protected with a password of your choice. We strongly recommend that you do not share your password with anyone. Nagano Knives will never ask you for your password in an unsolicited communication.
Notwithstanding the foregoing, you should be aware that unfortunately no data transmission over the Internet can be considered absolutely secure. Consequently, Couteaux Nagano Knives does not represent or warrant that personal information will not be lost, misused or altered, and does not assume any responsibility for the personal information you transmit to us, nor for the use or misuse of personal information by you or third parties.
Below are some recommendations to help ensure that your online shopping experience is safe and secure.
If you are using a public computer, always log off when you are finished.
Do not share your passwords. Remember that anyone who knows your password can access your account.
Use a different password for each of your online accounts.
Beware of unsolicited emails and phone calls.
In addition, Nagano Knives will never contact you to request information about your credit card number or bank account. This type of information is only transmitted to Nagano Knives when you make a transaction, contact Nagano Knives directly or modify your account online. If you receive a suspicious email with a link to update your account information, do not click on that link. Access your account directly at knivesnagano.com. If a stranger contacts you, sends you an unsolicited email or asks you to confirm or provide your password or personal or banking information, ignore the request and contact us immediately.
For security reasons and to prevent fraud, credit card orders from this website will be accepted by Couteaux Nagano Knives only if the name and billing address matches the name on the purchaser's credit card and the address on the purchaser's credit card file. If the information does not match, your order will be refused, even if the transaction was pre-authorized by your bank. In this case, the amount of the reserved order can only be recovered once the credit has been charged to your account, which may take three to five business days.
WEB SITE INFORMATION