FAQ
About Orders
How do I buy something?
Once you have selected a product you want to buy, press the button “Add to Cart”. You may change the quantity (default is 1) at this moment or later. After you have added all the items you want to purchase, or at any moment during your shopping, select the Cart icon that looks like a bag (upper right corner). It will show the list items that you have in your cart up to this moment and the total. At the Cart screen you can review items, adjust quantities, delete any item, or select any of these three buttons:- Continue Shopping if you want to add one or more products to your Cart
- Update, if you want the store application to re-calculate the totals, after you have changed any quantity
- Check Out, if you want to proceed with your purchase and place the order.
- Fill or review you Shipping Address information
- Fill the Discount Code if you have a Coupon
- Select the Continue to Shipping button
For the next step you must select the Continue to Payment button. Once you are in the Payment window, you have to:
- Select your payment method: Credit/Debit card, PayPal or Amazon Pay.
- If you select Credit/Debit card, you must fill the corresponding information (card number, name on card, expiration date, security code and billing address.
- If you select PayPal or Amazon Pay, you will be directed to the corresponding web address, so you can fill the required information. Once you finish, you will return to previous window, so you can place the order.
Finally, you must press the button Place Order for actually submitting your order.
How do I change my order?
You may change your order at any time before you click the final Place Order button. After submitting your order, it cannot be changed. However, if you want to make changes or cancel it after the order has been placed and not later than 24 hours, please send us an email and we will make our best effort for adjusting it. In case the items have been shipped, you can’t make changes or cancel it. However, after receiving your order, you can return them and obtain a refund. Please review the “Return & Exchanges” section.
Do you accept backorders?
Some out-of-stock items may be placed on backorder. In such cases, you will be notified by email that the item you selected is currently on backorder. You will also receive an approximate date for when we expect it to become available. If the backordered item is part of an order that includes other items, you will not be charged for that item until it is sent to you, and no additional shipping charges will apply.
How do I cancel my order?
There is a short period of time between the moment you submit your order, and the time it’s shipped. If you want to cancel an order, although it is not guaranteed, you may contact us via email no later than 24 hours from the moment you submitted the order.
In case you want to cancel an order and it has already been shipped, you still have the option of returning all items. Please see Returns and Exchanges.
Do you send order confirmations?
We automatically send you an email confirming all the details associated with your order; normally within the hour after your order was placed.
What if I don't receive a confirmation of my order?
If you don't receive an order confirmation within 24 hours, please contact us via email (sales@artenostro.com). To check your order status, please provide your name, your billing zip code, and the date your order was placed.
How do I track my order?
After you place your order, you will receive an email with tracking information. Go to My Account, select Purchase History and then the order you want to track. You will see all information related to each order, including its status.
You can also track your order at the carrier’s site: www.usps.com, www.ups.com, www.fedex.com, and www.dhl.com, using the tracking number.
How do I place an order to be sent to another country?
We now ship to over 100 countries worldwide. Simply select your destination in Ship To Country and continue shopping.
Please note that the shipping costs do not include possible additional charges in the foreign country, such as customs and duty fees, broker fees, inspections, and others. All these charges customer’s responsibility and should be paid directly. Some carriers will take care of these costs and will bill them to the customer upon delivery.
Do you accept foreign debit/credit cards for payment?
We accept most of foreign debit/credit cards. Our payment processor companies are Stripe, PayPal and Amazon, so we will accept any card accepted by these companies.
What payment security do you have?
Top Knife Depot’s site has SSL certification and McAfee certification. Besides, all payment information is encrypted, so nobody can see it.
What if we have problems ordering from your site?
If you are experiencing a problem when using our website, please send us an email to sales@artenostro.com, including a contact phone number. You can expect a response within 24 hours, except during weekends and Holidays.
How does your site calculate sales tax?
Top Knife Depot’s distribution center is located in Texas and is required by law to collect sales and use tax on orders shipped to all states or foreign countries. Currently, sales and use tax is 8.25% and is the same for every state and country.
May I pay with PayPal?
Yes. You must have a PayPal account already created. If the amount you are paying if $99 or more, PayPal will allow a 6-months period for paying, without any interest.
How long will it take for my items to arrive?
It depends on the shipping method you select. Orders within the United States, First Class service, normally take 3-5 business days to arrive after being shipped. Express service may take 1-2 business days. International orders (outside the United States) normally take 2-4 weeks to arrive after being shipped.
How do I return or exchange an item?
If you are not completely satisfied with your purchase, you can return it, or exchange it. Returns and exchanges must be initiated within 30 days of receiving your order. You must complete a return/exchange request and receive approval before shipping your return or your return will not be accepted. Returned items will be refunded in the same method of payment they were paid. See details in Return and Refund policy, in Policies, main page bottom.
Do you have a Professional Discount?
Yes. We offer a discount of up to 10% for culinary professionals and culinary students. Discount applies to:- Restaurants, hotels and licensed catering companies
- Schools with culinary curriculum and their instructors
- Students currently enrolled in a cooking school or culinary program
Please contact us by email (sales@artenostro.com) and provide proof of your professional or student status or business, such as a copy of your business license, business card, professional association ID, current pay stub, corporate credit card or current student ID. Once we have your information on file, we will send you a coupon code that you can apply to purchases made at Top Knife Depot’s online store.
Exclusions: We are unable to offer a Professional Discount for items on sale, gift cards, prior purchases, shipping, and some selected items. You will be notified in case a discount is not applicable.
What if I have a question about a product?
Our Customer Service Representatives are available from 9:00 AM to 7:00 PM CST, M-S. If you have any questions, please send us an email including your contact phone number, and one of our expert representatives will contact you, by mail or phone, as you prefer.
How do I search for a product?
You can enter either a keyword, such as brand or color, or a product number in the search box. The search engine will then take you to the corresponding results page.
How do I submit a review and rating for a product?
To write a review, go to the product page and click "Write a Review." Then sign in by typing your email address and a nickname. (Although your nickname will appear, your email address will not appear online; we request it in the event we need to contact you with questions about your review). Click to rate the item from 1 to 5 (where 1 is the lowest rating, and 5 is the highest). Indicate whether or not you would recommend this product to other customers and then include any comments you have regarding the product's quality, performance and ease of use. Preview and approve your review, then click "Submit."
It may take 3 to 5 business days for your review to be posted online. Reviews are screened for inappropriate language.
What are your review guidelines?
When writing your review, please consider the following guidelines:- Please refer to the product and your individual experience using it
- Provide details about why you liked or disliked the product
- You may write your review in the language you prefer: English, Spanish, Portuguese, French or Italian.
- Review comments must not include any of the following content:
- Obscenities, discriminatory language, or other disrespectful language deemed unsuitable for a public forum
- Advertisements, "spam" content, or references to other products, offers, or websites
- Email addresses, URLs, phone numbers, physical addresses or other forms of contact information
- Critical or negative comments about other reviews posted on the page or their authors
We reserve the right not to post your review if it contains any of the above-mentioned types of content.
Feedback
You can also send us private comments by email (sales@artenostro.com) about any product, pricing, ordering, delivery, and also complaints and suggestions. These will be highly appreciated. Please do not submit this feedback through a product review.
You may write your message in the language you prefer: English, Spanish, Portuguese, French or Italian.
