Fine cutlery and flatware from around the world

FAQ

About Orders

How do I make a purchase?

Once you have selected a product you want to purchase, press the button “Add to Cart”. You may change the quantity (default is 1) now, or later, if you want more or less. After you have added all the items you’re interested in, or at any moment while shopping, select the Cart icon on the upper right corner (looks like a bag). It will show the message “View Shopping Cart”. In the Cart screen you can review items, adjust quantities, delete items, and apply a coupon or a gift card, if you have one. The store system will calculate tax and estimate your total cost. Your total amount will show at Checkout, after filling the shipping address. Next, press button “Secure Checkout”.

In “Secure Checkout” you must fill billing and shipping addresses, select method of payment, and fill the corresponding information. All payment data is saved in encrypted format so nobody will be able to see it, except you in this window. Finally, you have to press the “Place Order” button to actually submit 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 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.

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 particular 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 actually 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 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? 

Go to My Account, select Purchase History and then the order you want to track. You will see all information related to that particular order, including its status.

You will also receive an email with tracking information.

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 are the 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 company is PayPal, so we will accept any card accepted by PayPal.

What payment security do you have?

Artenostro’s site has SSL certification and McAfee Secure certification (TrustedSite). 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? 

Artenostro’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?

That depends on the shipping method you select. Orders within the United States and using First Class service, normally take 3-5 business days, while Express service may take only 1-2 business days. International orders (outside the United States) normally take 2-4 weeks to arrive.

Account and Newsletter Subscription

What is a “cookie”? 

A cookie is a small text file that is automatically saved by your browser on your computer. Your browser cannot save cookies unless you allow it to do so.

Why does Artenostro use cookies? 

Our site uses cookies to identify you as a unique visitor and to personalize your shopping experience. Your privacy and security are not compromised when you accept a cookie from our site. Cookies are encrypted and sent securely, and no personal information is collected by, or stored within this cookie.

How do I manage My Account? 

You must be a registered user to manage your Artenostro account. To Login or Register, click on Account Registration and Update at the bottom of the first page. If you are experiencing difficulty please email us to sales@artenostro.com.

How do I sign up to receive a newsletter from Artrenostro? 

To receive a newsletter from Artenostro select Subscribe on the top right corner and enter your email address and name.

You can opt-out at any moment, selecting unsubscribe.

How do I change “my information”? 

In order to revise your billing information & shipping addresses, you will need to have previously registered with www.artenostro.com. Just click on Account Registration and Update, at the bottom of the first page. You will be prompted to Login if you haven’t already. Once you have logged in you may revise any of your billing or shipping information. If you are experiencing difficulty please email us to sales@artenostro.com.

How do I remove my name from your email newsletter lists? 

If you no longer wish to receive email newsletters from Artenostro and want to unsubscribe, you will find a link at the bottom of our email newsletter which allows you to unsubscribe. By clicking on this link you will be removed from our email list.

Do you share my information with other businesses? 

No. Please review our Privacy Policy for more information.

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 Artenostro’s online store.

Exclusions: We are unable to offer a Professional Discount for items on sale, gift cards, prior purchases, gift wrapping, shipping, and some selected items. You will be notified in case a discount is not applicable. toTop »

What if I have a question about a product? 

Our Customer Service Representatives are available from 9:00 AM to 9:00 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.

Do you ship to US military addresses? 

We offer U.S. Priority Mail service to APO/FPO U.S. military addresses. Due to military procedures for mail handling, we cannot estimate shipping times to APO/FPO addresses.

The proper format for a military address is to enter APO (Army Post Office) or FPO (Fleet Post Office) in the city field, along with “AE” (mail going to Europe, the Middle East, Africa and portions of Canada), “AP” (the Pacific) and “AA” (for the Americas and portions of Canada) in the state field. Therefore, the bottom line of overseas military addresses is: APO or FPO; followed by AE, AP, or AA; and then the ZIP Code.

What does your packaging look like? 

In general, each item, or group of items, is wrapped with colored paper and contained in a product box (except when the item is large – i.e. more than 17” long).  A single box, or multiple product boxes, depending on the order, are protected with bubble plastic wrap and contained in a kraft box.

Ratings 

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
  • 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.

You can also send us private comments by email (sales@artenostro.com) about any product, pricing, ordering, delivery, and also suggestions. These will be highly appreciated. Please do not submit this feedback through a product review.

Do you have a Wish List? 

Yes, we do. In order to register a Wish List, you need to have an Account. Once you have it, you can add items to your Wish List while reviewing any product (use Add to Wish List)

Gift Cards

Do you have Gift Cards?

Yes, we do. You can purchase a virtual gift card at the online store. Select Gifts Menu, option Gift Card. Virtual gift card will be delivered via email to the gift giver or to the gift recipient, or both.

Do Gift Cards have an expiration date?

Our virtual gift cards have no expiration date.

How do I find out the balance on my gift card?

During the online checkout process, you can put your gift card code and the balance box will show the balance amount.

Do you gift wrap?

No, currently gift wrapping is not available.

What if I want to return a gift?

If you are not completely satisfied with your purchase, you can return it. Returns have to be initiated within 30 days of receiving your order. You must complete a return request, and receive approval before shipping your return, or your return will not be accepted. A return request can be completed in your account or by email. Please allow up to 3 business days for approval. See detail in Returns and Exchanges section.

What if the intended recipient doesn’t receive the virtual gift card? 

Please contact Customer Service via email (sales@artensotro.com), including you contact phone number. Customer Service Representatives are available from 9am-9pm CST M-S. Please provide the following information: Order Number, Name of Recipient and Email Address to which the virtual gift card was sent. Upon researching the problem we will reissue the virtual gift card to the desired recipient.

Returns & Exchanges

How can 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 have to 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.

A return/exchange request can be completed in your account or via regular email (sales@artenostro.com). Please include your order number, reason for your return/exchange and contact phone number. Please allow up to 3 business days for approval.

You will be provided with a pre-paid shipping label to get the item back to us. The item must be brand new and unused, and must include the original manufacturer’s packaging and shipping voucher.

Once we receive the item we will issue a refund, minus the cost of shipping. However, if this is your first order, or if you have purchased $100 or more in the previous 12 months (*), return shipping costs will be waived.

If the item is damaged, or the packaging is missing, additional fees may be charged.

If the item is found to be defective, return shipping costs will be waived.

Refund will be issued in the original form of payment.

(*) Excluding the order that is being returned.

Note for All Returns

Custom-made or special order items are only eligible for return or exchange when there is a manufacturing defect.

Warranty

Do products have a warranty?

Artenostro warrants that all purchased products shall be free of defects, both in manufacturing materials and/or workmanship, for the specific periods indicated on the Manufacturer’s Warranty. The solution proposed by this Warranty is the repair and/or replacement of the defective product. To make a warranty claim, customer should contact Artenostro in writing at:

Artenostro, LLC
6725 S Fry Rd, Ste 700-530
Katy, TX 77494
USA

The letter will be used for claiming the Warranty to the manufacturer.

Exclusions. This warranty does not cover any damages to the product that derive from its improper use, or use other than generally accepted practices, minor imperfections, surface markings due to shipping and handling, minor color variations, normal wear and tear, or damage from misuse or abuse such as dishwasher or harsh cleaning methods, neglect, accident, or alterations.

Limited Warranty. Under no circumstances shall Artenostro be liable for exemplary, punitive, consequential or incidental damages, nor for any amount in excess of the purchase price of the product.

Wholesale or Resale

What if I’m interested in reselling Artenostro’s products?

If you are a reseller and would like to sell our products, please contact us by email at sales@artenostro.com.

What if I’m interested in asking Artenostro to sell my products?

If you are an established cutlery, flatware or knife manufacturer, and would like to offer your products for us to sell, please contact us via e-mail at sales@artenostro.com.

 

0

Your Cart