Frequently Asked Questions

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 the  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.”

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? 

DKB Household is confident that our products are manufactured to the highest quality and want to ensure our customers are satisfied. If we determine the damage/defect of your item is covered under warranty, you may be issued a replacement or an e-gift card code to be used on our website, for the value of your product as determined by DKB Household USA. The warranty starts from the date of purchase/delivery not from the date of first use.

WARRANTIES

We offer a 5-Year Warranty on many of our products with the following exceptions:

• Battery-Operated Products- 2-year warranty.
• For all other warranty information please see individual product pages.

REASONS YOUR ITEM MAY NOT BE COVERED

• Missing Proof of Purchase- Without proof of purchase your warranty claim may be denied. Decisions of approval or denial of your warranty claim is made at the discretion of the DKB Household staff.
• Discontinued items- If your item has been discontinued and you do not have proof of purchase we will not be able to confirm a satisfactory replacement or compensation for your item.
• Purchased from unauthorized reseller or third-party site - Items purchased from websites that are not authorized by DKB Household or where items are listed as previously used. If  you are not certain the seller you are purchasing from is authorized please contact DKB Household before purchasing.

* Our warranty does not cover damage caused by accident, misuse, abuse, commercial use or normal wear and tear. Missing items are not a manufacture defect and are not covered by the warranty.

FAQS FOR POPULAR ITEMS

• Is my salad spinner covered by the 5-year warranty?

Yes, salad spinners may be covered by the 5-year warranty. Please know, we do not have spare/replacement parts for any of our salad spinners, replacements consist of a complete unit. Warranty claims are not approved if damage is the result of a drop or fall or improper use and handling.

• Is my pan covered by the warranty?

The non-stick coating on our pans have a 10-year warranty. The lifetime warranty for the pans covers construction of the pan, such as handles becoming loose. Many things can affect the coating on the pans, such as high heat, prolonged pre-heating while pan is empty, improper washing, etc.

• My knives are rusting, is this covered by the warranty?

Rust is the oxidation of iron caused by contact with water. This means rusting could occur if the knives are exposed to prolonged water exposure, and that is why rusting isn't covered by the Warranty. We recommend washing the knives by hand and immediately towel drying, as this will prevent rust stains appearing on the knives. If rust does appear, normally it would only be surface and can be cleaned by using a scouring pad.

Because DKB Household cannot control the quality of products sold by unauthorized sellers, this limited warranty applies only to products that were purchased from DKB Household or a DKB Household authorized seller in the United States, unless otherwise prohibited by law.  DKB Household reserves the right to reject warranty claims from purchasers for products purchased from unauthorized sellers, including unauthorized Internet sites.

STILL NEED HELP?

If you believe your item qualifies for a warranty replacement, please complete the Warranty Claim form. Please upload image(s) of your 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.

Please note, this form is for use by consumers currently in the U.S.   If you are located outside of the U.S. please click here to locate a distributor in your country.

There may be some claims that require your item to be returned to our facility. In the event that you are asked to return your item, the consumer is responsible for the cost of shipping to DKB Household.

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