Frequently Asked Questions
General Product Questions
All products are tested to EU regulations in terms of food contacts and safety. All materials used by Zyliss are unaffected by food stuffs and free from cadmium.
BPA stands for bisphenol A. BPA is an industrial chemical that has been used to make certain plastics and resins. Polycarbonate plastics are often used in containers that store food and beverages, such as water bottles. All new Zyliss products are BPA free.
All Zyliss products are dishwasher safe unless otherwise stated. However, we do recommend hand washing components with blades to maintain sharpness.
We offer a 5 year guarantee on our products with the exception of our battery-operated products, which have a 2-year guarantee. We take pride in developing reliable and durable products that are built to last.
Cookware Product Questions
All our Ultimate Non-Stick pans offer a 100% Nonstick Guarantee for 10 Years. The only cooking skillets on the market to make this offer. Our environmentally friendly Superior Ceramic Pans deliver 3x longer lasting ceramic non-stick performance than other pans.
A Zyliss Ultimate Non-Stick Pan's unique textured surface features advanced Swiss technology. This means that you can cook without using oil or butter and nothing sticks.
You can even use the Zyliss Cook Pans to bake in the oven. All of the Zyliss Cook Pans are oven safe up to 356° F.
Kitchen Gadget Questions
The Restaurant grater is NSF certified, meaning it has passed strict testing for restaurant quality. It has been given this distinction because its construction has a handle that better prevents food particles from falling into it and the ergonomic handle is smaller and easier to operate than the Classic Grater.
ORDER PROCESSING
Processing Timeframes
- Most orders are processed Monday through Friday 9:00am - 5:00pm EST
- Once orders are submitted and credit cards authorized orders cannot be cancelled.
- Issues such as lack of inventory or credit card verification may delay order processing.
- Orders placed on the weekend or holidays will be processed on the following business day.
- Orders are processed in the order that they are received.
- All of our products sold are brand new OEM and custom accessories shipped in retail or bulk packaging
- Discounts and free products can never be combined. This does not include gift cards.
- Gift Cards are issued automatically and cannot be cancelled or refunded after purchase.
- We do not ship to P.O. Box addresses. All shipping addresses must be a physical address.
Order Notification
- Upon submission of your order, you will automatically be sent an e-mail to confirm that your order has been received and your credit card information has been verified and charged. Your e-mail confirmation will show the status of the item(s) that you ordered and confirm your method of shipment.
- Please be sure to check your spam/junk mail for your order notification.
Damaged Items
- You must contact us within 48 hours of receiving your product to claim an item as damaged.
- Please take pictures and retain all original packaging including the shipment box/pack, this will assist us in filing a claim.
- Depending on the nature of the damaged item we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
- We will not be held responsible for the shipping of a damaged item back to us if you do not opt for a replacement.
- If our returns department finds that the item is not damaged, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.
WEB ORDER QUESTIONS
How can I place an order with Zyliss?
Orders can only be placed online via our website. We do not have the ability to take orders by phone, email or mail order.
How long will it take me to get my order?
We aim to ship orders from our warehouse within 2 business days after you have completed your order. Some addresses not within mainland USA or in remote areas may take longer. Overall, please allow 3-5 days to receive your order from the date of your order confirmation.
*Please note: We do not ship to P.O. Box addresses. All shipping addresses must be a physical address.
Do you deliver internationally?
We do not ship internationally. Please get in touch with one of our International brand representatives via our Distributor information page.
What happens if my shipment shows delivered but I do not have it?
Please allow 24 hours from the date the package shows delivered before reporting the package as lost or stolen. Please check with all family members and neighbors to verify no one else has received the package on your behalf. If package has not been located after 24 hours, please contact us so that an investigation can be started and a replacement can be sent via “Signature Required.”
STILL NEED HELP?
If you believe your item qualifies for a warranty replacement, please complete the Warranty Claim form. Please Upload image(s) of the product; be sure to provide a picture showing the problem area if possible as well as a picture showing the brand's name. Also, please upload an image of your sales receipt to show proof of purchase. Without proof of purchase your warranty claim may be denied.
For anything else, please contact customercare@dkbrands.us
Please note, if you are a consumer based outside of the United States and wish to enquire about a guarantee claim, aftersales, buying our products etc, it is best to contact either the retailer from where you purchased the item - or you can contact the Zyliss Brand Representative in the country of purchase.
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