Ordering FAQ

We hope you love your KIYA knives. Here are our answers to the most frequently asked questions, as well as our delivery and returns policies to help make sure we meet your expectations. If there is anything else you would like to know about your order, delivery or return status, please contact us.

Which payment methods do you accept?

We accept all major credit and debit cards.

Where do you ship?

We ship to all Canadian provinces and the contiguous United States. We do not ship to military addresses or United States PO boxes. To ship to remote Canadian locations, please include both your street address and PO Box when placing your order and allow for a longer delivery time.

Do you offer free shipping?

Yes, we offer free shipping on all our products.

Is a gift wrapping or gift message option available?

Currently, gift options are not available yet, but we are working on it. We can leave out the invoice, if you wish, please contact us to let us know.

Do the knives come with warranty?

We offer a one year limited warranty, starting after the delivery date. Warranty includes any manufacturing defects. We will also refund or replace products, in case of damage due to the shipping courier.Warranty does not cover broken tips, chipped blades, or rust due to usage. Japanese knives require proper care, different to what you may be used to from Western stainless steel knives. Please review the care instructions for carbon steel provided here, before using a carbon steel knife, as carbon steel is more prone to rust if not cared for properly. Also, keep in mind that the single-edged Japanese carbon steel knives (and damascus knives) have thin cutting edges, and chipping can occur if too much forced is used when chopping or horizontal force is applied to the blade (instead of the recommended pushing the blade straight down).

How should I sharpen my knife?

Depending on whether it's a Western or Japanese style knife, a different method is used. Please follow the steps which can be found here.

This is my first Japanese knife, what should I keep in mind?

There are a couple of major differences between a Western and a Japanese style knife. Japanese knive blades have been sharpened at a different angle, and are single-edged instead of double-edged Western knives. This means that a Japanese knife needs to be sharpened differently, please see the instructions here.

Our Japanese knives are made of carbon steel, which is softer and allows a very fine sharp edge at the end of the blade and makes them excellent fish slicing knives. This also means that the blade can more easily chip if improper force is used on the knife (i.e. horizontal force, or rouch chopping of too hard objects, like bones or hard vegetables). Since the blade is not made of stainless steel, the blade is also more likely to rust, so proper care is required. Please see this page for tips.

Lastly, our Japanese knives have straight, round or octogonal Magnolia wooden handles, which will feel differently compared to the grip provided by Western shaped handles.

Can I return my knife outside of warranty for a refund?

Yes, we accept returns of unused knives and whetstones, intact and in their original packaging. You will be responsible for return shipping. Please find detailed instructions in the return policy below.

Why haven't I received an order / shipping confirmation email yet?

It might be in your spam folder, please check and make sure KIYA.ca is marked as a recognized, safe email contact to receive our notifications.

Shipping and Delivery Policy

Shipping and Delivery is the charge for internet order processing, item selection, packaging, transport and handling. We don’t guarantee delivery times, but we do our best to provide accurate estimates.

Deliveries occur only on weekdays. Shipping and Delivery charges are subject to change and are determined when you order. Orders will be shipped the next business day after placing your order. Orders you place with Kiya.ca late on Friday or on Saturday will not be processed until Monday. Charges may be added to orders with Priority, Overnight and International shipping if we try unsuccessfully to deliver your order more than once.

We ship via UPS, FedEx, and Canada Post to all Canadian provinces and the contiguous United States. We do not ship to military addresses or United States PO boxes. Delivery to remote Canadian locations may take longer, please include both your street address and PO Box when placing your order.

STANDARD
2—14 day shipping *
EXPEDITED
1—5 day shipping *
Any order amount Free Shipping C$50

* when shipping your order one business day after it was placed

Returns and Replacements Policy

If for any reason you have changed your mind or are not satisfied, we will gladly accept your timely return of unused or defective merchandise. Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received. Merchandise must be returned within 30 days of receipt of merchandise.

You are responsible for return shipping. Knives damaged during use can not be returned and will not be accepted. Unused knives need to be returned in original condition, with original packaging. If returned items arrive damaged due to improper packing, a restocking fee will apply.

To return your item, first file a return request by emailing shop@cilantrocooks.com with your order ID, the item you purchased, the reason for the return, and whether you prefer a refund or replacement (replacements are only offered in case of having received a damaged item due to shipping, we will need pictures to file a claim with the carrier). We will then look into the case and contact you about how to proceed further. Returned items without an approved return request will not be processed.

Returning Merchandise by Mail

Once your return request has been approved by email, you can go ahead and send the item back following the next steps. Returned items without an approved return request will not be processed.

On the back of the packing slip enclosed with your Kiya.ca order, please note the reason(s) for return.

Items can be returned to the following addresses:

Canada:

Cilantro The Cooks Shop Inc.

936 Highway 325

Blockhouse, NS B0J 1E0

Canada

United States:

Cilantro The Cooks Shop Inc.

505 East Huntland Drive, Suite 540

Austin, Texas 78752

USA

Once you have shipped the package, please notify us by email. After having received your package, please allow 7 business days for Cilantro The Cooks Shop Inc. to process your return. If for any reason you haven't heard back from us yet or if you want to check up on the status of your delivery or return, you can always contact us.

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