Customer Service

Frequently Asked Questions

ORDERS

How do I place an order? Do I have to register? »
I’m having trouble with the website. »
Is it safe to order online? »
How do I change my order? »
How do I cancel my order? »
Will you ship my order to another country? »

 

SALES TAX/USE TAX

How does your site calculate sales tax? »

 

PAYMENT OPTIONS

What method of payment do you accept? »
Is it safe to use my credit card? »
Why does MTC apply sales tax only in certain states? »
What if I don't want to give my credit card information over the Internet? »


PRODUCT QUESTIONS

How do I choose the right knife for me? »

 

RETURNS & EXCHANGES

What is your return policy? »
What if I received a wrong item/color/size? »
What do I do if the item was damaged/broken/missing parts? »
What if I don't receive my order? »

 

SHIPPING

Which shipping carrier do you use? »
How long will it take to receive my package? »
What are "Business Days"? »
What are the general delivery times? »
Where does MTC Kitchen ship to? »
What if my package was delivered to my old or incorrect address? »

 

I have a question about shipping that is not listed above. »

ORDERS

 

How do I place an order? Do I have to register? »

No, you can place an order without registering with us. There are three ways you can place an order.

 

1.       On our website,  www.mtckitchen.com

Please visit the Shopping page and select items you wish to purchase and click the “ADD TO CART” button. When you finish shopping, you click the “CHECKOUT” button and follow the instructions.

 

2.      By phone

Please call MTC kitchen customer service at 201-806-1827 from 8 a.m. to 5 p.m. EST, Monday – Friday. We will be happy to assist you in ordering products and answering any questions that you may have.

 

3.      In store

You can visit our showroom in NYC.

711 3rd Avenue New York, NY 10017

(on 45th street  between 2nd & 3rd Avenues)

Monday – Friday / 10 a.m. – 7 p.m.  EST

(We will be closed Saturdays, Sundays, and Public Holidays)

 

I’m having trouble with the website. »

After completing an order, you should receive an e-mail confirmation within an hour confirming that your order has been processed. For further questions regarding the website, please contact us at 201-806-1827 or info@mtckitchen.com.

 

Is it safe to order online? »

We place the highest priority in keeping the information you provide to us safe and secure. Please review our Website Terms and Conditions and Privacy Policy for more information. We also use PayPal to authorize all online credit card orders to protect your privacy and prevent any identity theft or fraud. For further information about PayPal's privacy policy, please visit www.paypal.com.

 

How do I change my order? »

You may change your order at any time before you click the “PLACE ORDER” button. Once you submit your order you will have to call us at 201-806-1827.

 

How do I cancel my order? »

Once your order has been submitted it can only be cancelled if it has not yet shipped. We begin processing orders immediately after an order has been placed. If you were unable to cancel your order in time, you may return the products that you purchased in accordance with our Return Policy.

 

Will you ship my order to another country? »

No. We ship anywhere within the Continental U.S. as well as Alaska, Hawaii, Puerto Rico, and U.S. Territories (air service). For international customers, we only sell to wholesalers and retailers. Please contact our customer service at 201-806-1827 for assistance.

 

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SALES TAX/USE TAX

 

How does your site calculate sales tax? »

Applicable sales tax will apply to shipments to addresses located within the state of New York, New Jersey, Connecticut, Maryland and Pennsylvania.   For other states, you will be responsible for paying the appropriate use tax.

 

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PAYMENT OPTIONS

 

What method of payment do you accept? »

MTC accepts credit cards (Visa®, Master Card®, Discover® and American Express®), PayPal®, certified checks drawn from U.S. banks or U.S. branches of foreign banks or U.S. domestic money orders. For payments made with checks or money orders, the order will not be shipped until funds have been cleared with the applicable financial institution.

 

Is it safe to use my credit card? »

Yes, all order transactions are completed using a secure site.

 

Why does MTC apply sales tax only in certain states? »

Sales tax must be applied to any order that is being shipped to a state where MTC is registered to conduct business.

 

What if I don't want to give my credit card information over the Internet? »

No problem.   Simply give us a call at 201-806-1827, and we can take your order and your credit card information over the phone.

 

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PRODUCT QUESTIONS

 

How do I choose the right knife for me? »

Please view Cutlery 101.

 

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RETURNS & EXCHANGES

 

What is your return policy? »

Please view our Return Policy.

 

What if I received a wrong item/color/size? »

Please notify customer service at 201-806-1827 within 48 hours of receiving the shipment and obtain a Return Merchandise Authorization (RMA) number. No returns can be made without an RMA number. We will replace or exchange the incorrect item or refund the full amount of the purchase price including the cost of shipping. 

 

What do I do if the item was damaged/broken/missing parts? »

Please notify customer service at 201-806-1827 within 48 hours of receipt of shipment. For items damaged in transit, please keep the entirety of original items as well as all packaging and packing materials for future inspection by carrier. We will replace or exchange the damaged item or refund the full amount of the purchase price including the cost of shipping.

 

What if I don't receive my order? »

If the carrier claims that your package has been delivered but you have not received it, please call us at 201-806-1827 or e-mail us at info@mtckitchen.com.

 

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SHIPPING

 

Which shipping carrier do you use? »

We use UPS by ground service as our primary shipper unless you specify otherwise at the time of purchase.  Shipments to Alaska, Hawaii, Puerto Rico & other U.S. Territories will be made by air service unless you specify otherwise at the time of purchase.

 

How long will it take to receive my package? »

UPS Ground: 7-9 business days; UPS 3 Day: 3-4 business days; UPS 2nd Day: 2-3 business days; UPS Next Day Air Saver: 1-2 business days.

Please refer to the map below to see the delivery times for UPS Ground from our warehouse:

What are "Business Days"? »

"Business Days" are Monday through Friday, excluding holidays. We are unable to ship or process orders on Saturdays, Sundays or the following holidays: New Year’s Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Holiday, Day after Thanksgiving Day, Christmas Holiday, and New Year's Eve. If you have any concerns regarding when your order will arrive, please contact us at 201-806-1827.

 

What are the general delivery times? »

UPS delivers Monday - Friday during regular business hours.

 

Where does MTC Kitchen ship to? »

MTC Kitchen ships to addresses within the United States, including Alaska, Hawaii, and U.S. Territories (Guam, Puerto Rico, etc.). MTC Kitchen also ships to military or diplomatic (APO/FPO/DPO) addresses, however please expect 2 weeks longer than normal delivery. Orders submitted for UPS shipment to P.O. Boxes will be changed to the equivalent USPS shipping option as UPS does not deliver to P.O. Boxes.

 

What if my package was delivered to my old or incorrect address? »

We will be happy to re-send your order to your correct address. However, orders that are delivered to old or incorrect addresses due to incorrect shipping information provided by the customer cannot be refunded.

 

I have a question about shipping that is not listed above. »

Please call us at 201-806-1827 or e-mail us at info@mtckitchen.com.

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