ORDERS

• How long will it take to receive my order?
• How can I track my order?
• How can I modify or cancel my order?

• How much will shipping cost?
• Can I have my order shipped with Xpresspost?

• Can I pick up my order at a House of Knives store?
• Should I bring anything to pick up my order?
• I went to pick up my order, but they didn't have it. Why is this?

• Can I order from House of Knives if I live outside of Canada?

• What is BandEdge?
• Can I have a House of Knives account and not be a BandEdge member?
• I’m having problems with my BandEdge account!
• I forgot my password, how do I retrieve it?
• I need to change the email on my account, how do I do this?

• Can I purchase a gift card online?
• I can’t use my gift card online, why is this?
• How can I find my gift card balance?
• I lost my gift card/code. Can I get it replaced?
• Can I purchase a gift for another person and have it shipped to their address?

• I have a question about a product. Who can I ask?
• This item is out of stock. When will it be back in stock?
• Can House of Knives do special orders?

• Does House of Knives do price matches?

• Can I return or exchange an item?
• I think my item is defective. Is it under warranty?
• I chipped my kitchen knife. Is it under warranty?

• Is www.houseofknives.ca a secure site?
• Will my credit card information be kept safe?

• What payment methods can I use?
• Will I be charged taxes on my order?

• Where is the nearest House of Knives store?

How long will it take to receive my order?  

 

Standard		5 - 7 Business Days
Store Pick-Up		2 - 8 Business Days

 

Note: Shipping times to remote areas such as the Yukon, Nunavut, and Northwest Territories is dependent on the delivery standards of Canada Post.

 

Absolutely. In the check-out process select 'Pick up at Store' and choose your preferred store from any of our locations.

 

 

When your preferred pick-up store contacts you to let you know your order is ready, you will need to bring the following items:

• A valid piece of photo ID (Driver’s license, provincial ID, etc.)
• Confirmation of your purchase (a printout of your order confirmation email, etc.)

We cannot hand over an online order without proper identification, so make sure you bring these items!

 

You will need to wait for your preferred pick-up store to contact you and let you know that your order is ready. If no one has contacted you, your order is still in transit and will not be ready at the store.

 

BandEdge is House of Knives' loyalty membership program. Our BandEdge Members enjoy discounted prices, the ability to earn in-store credit, and member-only promotions among other great perks. Check out our BandEdge Membership page for more information.

 

Can I have a House of Knives account and not be a BandEdge member?
You sure can. You can save your address and order history if you have an account, but you don't need an account to make an order. We have Guest Check-Out!

I’m having problems with my BandEdge account!
If you're having any problems with your BandEdge account, please check out our BandEdge FAQ.

I forgot my password, how do I retrieve it?
If you've forgotten your password, you can request a password reset on the account sign-in page. You'll receive an email with intructions to reset your password.
Note: Be patient when waiting for the email to come in. If you request multiple resets while waiting, you will receive just as many reset emails and only the last email will be valid to reset your password.

I need to change the email on my account, how do I do this?
You can change your email and other information by signing in and changing Your Account Details.

 

You can purchase a House of Knives gift card for between $25-$100 on the In-Store Gift Cards page 

 

I can’t use my gift card online, why is this?
Gift Cards can only be used in-store unless you convert them for online use. We apologize for any inconvenience.  

How do I convert my gift card for online use?
If you have a gift card you would like to use online, please follow these steps.

1. Create a House of Knives account
2. Scratch the back of the card to reveal the code
3. Take a photo of the back of the card
4. Email [email protected] with the photo

How can I find my gift card balance?
To find the balance of your gift card, please email [email protected] 

Gift cards are treated like cash, and once lost are difficult to replace. If you have lost your gift card, you can contact us at [email protected]. If you can provide the transaction number from the original receipt used to purchase the gift card, and if the gift card hasn't been redeemed, we may be able to cancel the missing gift card and issue a new one.

 

Yes. When making your order, enter in the gift recipient's address in the "Ship-to" section. In the billing information window, please make sure to put in your own information.

 

PRODUCT INQUIRIES

I have a question about a product. Who can I ask?
At House of Knives, we consider ourselves experts on the products we carry, and we love product-related questions! If you have a question, please contact one of our stores or email us at [email protected].

This item is out of stock. When will it be back in stock?
Sometimes items are backordered because of high demand, production delays, etc. If your item is out of stock, you have the option of getting a notification email when the item is back in stock. 

Can House of Knives do special orders?
Unfortunately, House of Knives does not do special orders due to the extensive length of time it takes for special-ordered items to arrive, and because of ordering restrictions.

 

PRICE MATCHES

Does House of Knives do price matches?
We most certainly do. Our Sharpest Price Guarantee ensures that we will match the price of any authorized retailer. Some conditions apply. Please visit our Sharpest Price Guarantee page for more details.

 

If you are not completely satisfied with your purchase, you can return or exchange it if you meet a few conditions. Please see our Returns and Exchanges Policy for more information.

 

I think my item is defective. Is it under warranty?
Please see our Warranty Information page for further details.

 

 

I chipped my kitchen knife. Is it under warranty? 
Unfortunately, if you've chipped the blade of your kitchen knife, whether it is a Shun, Zwilling, Wusthof, or other, chipped blades are not covered under any manufacturer's warranty. Steel, especially Japanese steel, does not chip unless it has been mishandled. To avoid chipping your blades, use soft wooden cutting boards instead of glass or stone cutting boards, and avoid twisting and flexing your knife.

 

Our House of Knives website incorporates the latest SSL encryption software. We do not store confidential customer credit card information. We respect our customers' right to privacy. Please see our personal information protection policy.

 

Will my credit card information be kept safe?
House of Knives uses a third party processor that is PCI compliant, and we transmit your data to this processor using the highest grade encryption and security methods available. None of your credit card information is stored on our servers.

For your convenience we accept the following payment methods: Visa, MasterCard, Google Pay, Apple Pay, PayPal and Sezzle for Canadian Customers. All customers making a purchase using a U.S card are required to pay using PayPal or using a credit or Visa Debit card authorized via PayPal.

You will be charged the provincial and federal sales taxes of the province the order is being shipped to. If you choose to return any of your items, you will be refunded all taxes paid.

Click to see our locations.