FAQ

Find our most common questions below

• When will I receive my order?

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  All orders with in stock items take up to 4 business day to process before heading out the door. We offer free ground shipping for all our orders.
  
  Please note, processing times are in addition to the transit time estimates. Due to global logistical delays, all shipping carriers will no longer guarantee transit times. While it’s likely your order will arrive within the estimated timeframe, it’s not a guarantee.
  
  IMPORTANT NOTICE: We are experiencing delays with orders shipped by Canada Post due to the strike. While we are working to find alternative carriers in Canada, several areas covered can currently only be serviced by Canada Post. I If you live in one of these areas and place an order, your order will not be delivered until after the strike concludes. As a result, we cannot make any guarantees on the delivery date.

• I earned points (yay!) but I don't know how to redeem them. How do I checkout using points?

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  To start, thanks so much for signing up and participating in our program! During checkout be sure to log in and select "redeem points" as part of the checkout process. You can do this by clicking on "Account" in the top right corner and signing in (or creating an account). Once you are signed in, you'll be able to apply your available points during the checkout process as long as you:
  
  1. Have $50+ in your cart
  2. Have enough points available to redeem them (100 point minimum)
  
  Looking for a little more detailed instructions?
  
  Mobile Process
  1. Shop around on our site!
  2. Before going through checkout click on the three lines at the top left side of your screen and scroll until you find “Account” towards the bottom. Log in! You can also reset your password if needed from this screen or click “create an account” if you haven’t registered yet.
  3. Now you may continue to checkout! Just hit the number at the top right corner of your screen to pop your cart out and click continue to checkout.
  4. Click "Show Order Summary" to see any available points. You can redeem up to 300 points/purchase (or 500 points/purchase for our Host tier). Select the number of points you’d like to apply from the drop down. As a reminder, your cart value must be $50+ to apply points.
  5. From here just enter your address and payment information as usual!
  
  Desktop
  1. Shop around on our site!
  2. Before going through the checkout click “Account” towards the top of your screen. Log in! You can also reset your password if needed from this screen or click “create an account” if you haven’t registered yet.
  3. Now you may continue to checkout! Just hit the number at the top right corner of your screen to pop your cart out and click continue to checkout.
  4. You should see your available points in your cart on the right side under your cart contents! You can redeem up to 300 points/purchase (or 500 points/purchase for our Host tier). Select the number of points you’d like to apply from the drop down. As a reminder, your cart value must be $50+ to apply points.
  5. From here just enter your address and payment information as usual!
  
  If you’re still having trouble, a screenshot of your payment page (without information entered, of course!) would be super useful so we can see what you are experiencing.
  
  Please note: We recommend checking out in incognito mode if you're having trouble! Points are available in predetermined tiers up to 300 points per purchase (500 for our Host tier) and are not able to be combined with other discount codes.

• I ordered something on preorder. When will it ship?

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  *This chart is updated on a delay when changes are needed. Please check the items page for the current shipping times.

• I just ordered but I picked the wrong color - what should I do?

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  Whoops! You're able to click "Edit or Cancel" on your order confirmation within 60 minutes of your order being placed. This will cancel your order so you can place a new one. If you've passed that time window, email us as soon as you can!
  
  Once your order is in the fulfillment process, we are unable to make further edits and hope it fits in nicely! But every place is different, and if you need to exchange, please click here to do so.

• How do I clean my Always Pan or Perfect Pot?

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  We recommend hand washing our cookware with soapy water and a sponge to keep your Always Pan or Perfect Pot in tip-top shape. It's also a good idea to let it cool down before submerging it in water to avoid extreme temperature changes as this could damage the non-stick coating. The metal steamer basket included with the Always Pan is dishwasher safe. Like all wood, the nesting utensil (and Spruce Steamer if you snagged that, too!) is not dishwasher friendly and should be washed by hand.