<h3 id="where-do-we-ship"><strong>Where do we ship?</strong></h3><p>We ship to <strong>street addresses in the 48 contiguous states and Hawaii, and Alaska</strong> with <strong>UPS Ground</strong>.</p><p><strong>UPS SurePost&#xAE;</strong> may be used for extra small packages (under 12&quot; cube) being delivered to <strong>PO addresses within the 48 contiguous states</strong>.</p><p>if your order weighs over 150 lbs, it will be shipped via &quot;<strong>UPS Ground with Freight Pricing</strong>. This shipping service will be applied for deliveries within <strong>only the 48 contiguous States</strong>.</p><h3 id="how-long-does-shipping-take"><strong>How long does shipping take?</strong></h3><table border="0" cellpadding="0" cellspacing="10" class="fr-dashed-borders" width="80%"><thead><tr><th width="20%">Shipping Method</th><th width="40%">Cutoff &amp; Lead Time</th><th width="40%">Estimated Delivery Time</th></tr></thead><tbody><tr><td style="vertical-align: middle;">Standard</td><td>Orders placed Monday through Friday for in-stock items will be processed within 2-4&#xA0;business days</td><td style="vertical-align: middle;">1-6 business days after orders are shipped out</td></tr><tr><td style="vertical-align: middle;">UPS Next Day Air</td><td>Orders placed Monday through Friday by 3:00 am EST (excluding holidays) will be processed on the same day</td><td style="vertical-align: middle;">Before 3:00 am EST: Next business day After 3:00 am EST: 2 business days</td></tr></tbody></table><p><br></p><p>For <strong>expedited shipments</strong>, orders placed Monday through Friday by 3 am ET (excluding holidays) for in-stock items, will be processed within the same day. Orders placed after 3 am ET, Saturdays, Sundays, or holidays for in-stock items, will be processed within the next or following business day. We may need to contact you to verify your order and shipping information. Please consider that even expedited shipping services may require additional time to complete the verification process.</p><p><strong>Business Days</strong> are Monday through Friday, excluding holidays. We are unable to ship or process orders on Saturdays, Sundays or the following holidays: New Year&#x2019;s Day (the 2nd is a &quot;Limited Service Day for UPS), Presidents&apos; Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Holiday, Day after Thanksgiving Day, Christmas Eve, Christmas Day, (the 26th is a &quot;Limited Service Day for UPS) and New Year&apos;s Eve.</p><p>Unfortunately, we do not ship to P.O. Boxes with UPS Ground and UPS Expedited shipments as UPS does not deliver to P.O. Boxes.</p><h3 id="how-much-is-the-shipping-fee">How much is the shipping fee?</h3><h4 id="shipping-destinations-within-the-contiguous-us">SHIPPING DESTINATIONS WITHIN THE CONTIGUOUS U.S.</h4><ul><li>Shipping fees are determined by actual package weight or dimensional package weight and calculated by UPS live rate.</li><li>Free standard shipping for knives and sharpening stones over $100 within the contiguous 48 states is offered.</li><li>Free standard shipping for <a href="https://mtckitchen.com/disposables/take-out-containers/"><strong>purchases over 1 case of takeout trays or chopsticks</strong></a> within the contiguous 48 states is offered.</li></ul><h4 id="shipping-destinations-to-alaska-hawaii">SHIPPING DESTINATIONS TO ALASKA, HAWAII</h4><ul><li>All shipping fees are determined by actual package weight or dimensional package weight and calculated by UPS live rate.</li><li>UPS SurePost&#xAE;, 3 Day Select, and Next Day Shipping services are not available for items shipped to Alaska, and Hawaii.</li></ul><h3 id="how-do-i-track-my-order">How do I track my order?</h3><p>A UPS Tracking Number will be sent to the email address used to complete your order on the day we ship out.
(Please add info@mtckitchen.com to your contact list to avoid our emails from going to the spam box.)</p><h3 id="what-if-my-package-was-delivered-to-my-old-or-incorrect-address">What if my package was delivered to my old or incorrect address?</h3><p>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.</p><h3 id="i-accidentally-placed-an-order-with-the-wrong-shipping-address-what-should-i-do">I accidentally placed an order with the wrong shipping address, what should I do?</h3><p>Please contact <a href="mailto:info@mtckitchen.com">info@mtckitchen.com</a> or call 201 806 1827 immediately with your order number and let us know the updated shipping address. If the shipment is already in transit or has been returned to our warehouse, the order will be considered as a return and a partial refund will be issued. The return shipping fee will be deducted from the refund.</p><h3 id="will-you-ship-my-order-outside-of-the-us">Will you ship my order outside of the US?</h3><p>Temporarily we pause shipping items overseas. We will update once the inventory and shipping conditions are recovered.</p>

Shipping & Tracking

<h3 id="return-refund--exchange-policy"><strong>Return, refund &amp; exchange policy</strong></h3><section style="margin-bottom: 50px;"><h5 id="if-you-are-not-satisfied-with-items">If you are not satisfied with items</h5><ul><li>MTC Kitchen accepts returns of any <strong>new and unused non-food and dry-food items that are in its original condition</strong> for a full refund or an exchange <strong>within 30 days</strong> of customer receipt.</li><li>We reserve the right to refuse used or broken items. Please keep the packing slip and include it with the return packages.</li><li>Without proof of purchase, we are unable to accept any items for return or exchange.</li><li>All items marked &#x201C;<strong>Clearance</strong>&#x201D; may not be returned or exchanged.</li><li style="color: #bc0100;"><strong>We do not reimburse shipping charges on returns.</strong></li><li style="color: #bc0100;"><strong>Any items returned will have the return shipping cost deducted from the refund</strong> based on the dimensions or the weight of the package if you use a return label from us.</li><li style="color: #bc0100;"><strong>Items shipped free are not eligible for free returns.</strong></li><li>If you choose to return items via your preferred method, the refund will be issued with the full amount.</li><li style="color: #bc0100;">If you make a return through your own arrangement, be sure to send your return tracking number to <a href="mailto:info@mtckitchen.com">info@mtckitchen.com</a></li></ul><h5 id="if-you-receive-damaged-defective-or-incorrect-items">If you receive damaged, defective or incorrect items</h5><ul><li>If we made an error on your order or you received damaged, defective merchandise, please notify customer service <strong>within 48 hours</strong> of customer receipt.</li><li>Please send photos of damaged items as well as a photo of the condition of the shipping box and keep the entirety of the original items, all packaging, and packing materials for future inspection by the carrier.</li><li id="isPasted" style="-webkit-font-smoothing: antialiased; box-sizing: border-box; margin: 0px; font-style: inherit; font-weight: inherit;">We will provide a full refund of the purchase price and assist you with a new order if you would like a reshipment.</li><li>Any shipments replacing an incorrect item must be shipped to the order&#x2019;s <strong>original shipping address</strong> only.</li></ul><h5 id="food-product-disclaimer">Food Product Disclaimer</h5><p>We import food products from Japan via sea, so the shelf life will be shorter than it is in the Japanese markets. We guarantee that you will be satisfied with the freshness and quality of this product and that it will be delivered to you within any applicable expiration dates. Food products cannot be returned unless the expiration date is within 30 days when the item is delivered. If any food items in your order do not meet your expectations please contact us within 4 days after the receipt of your order. You can reach us at info@mtckitchen.com or (201) 806-1827.</p><h5 id="refund-process">Refund Process</h5><p>Upon receipt of your return or exchange, we will process your request within 3 business days. For returns, please allow up to 2 billing cycles for the refund to appear on your statement. If you would like to expedite the exchange process, please return your original item and place a new order for the item you want.</p></section><h3 id="how-to-initiate-a-product-return"><strong>How to initiate a product return?</strong></h3><section style="display:flex;justify-content:space-between;"><figure style="width: 24%;"><img src="https://cdn6.bigcommerce.com/s-ih7nl5lym4/templates/__custom/images/img-returns01.png" class="fr-fic fr-dii"></figure><div style="width: 73%;"><h6 style="font-size: 48px;font-weight: 600;margin-top: 0;" id="step-1">Step 1</h6><p>Go to the <a href="https://track.shipstation.com/f/r/f/RYpCzYcF6XZSZtYkRCpJnw%3D%3D" target="_blank"><span style="color:#de3737;">Lookup order</span></a> page and enter the Order number, and the Shipping Zip Code. Click on the &#x201C;Look up order&#x201D; button</p></div></section><section style="display:flex;justify-content:space-between;"><figure style="width: 24%;"><img src="https://cdn6.bigcommerce.com/s-ih7nl5lym4/templates/__custom/images/img-returns02.png" class="fr-fic fr-dii"></figure><div style="width: 73%;"><h6 style="font-size: 48px;font-weight: 600;margin-top: 0;" id="step-2">Step 2</h6><p>You will see your order details. Choose the quantity of the return items and return reason from the dropdown menu. Then click on the &#x201C;Submit Request&#x201D; button to send your return request.</p></div></section><section style="display:flex;justify-content:space-between;"><figure style="width: 24%;"><img src="https://cdn6.bigcommerce.com/s-ih7nl5lym4/templates/__custom/images/img-returns03.png" class="fr-fic fr-dii"></figure><div style="width: 73%;"><h6 style="font-size: 48px;font-weight: 600;margin-top: 0;" id="step-3">Step 3</h6><p>After submitting the request you can print a prepaid shipping label. Put the items to return in the same or similar package&#xA0;<strong>along with the packing slip</strong>.<br><strong>*The cost of the return shipment will be deducted from your refund if you use a return label from here.<br>&#xA0;*If you choose to ship the product back via your preferred method, please insure the package, get a tracking number, and note the order number on the box. We cannot be responsive to your request until we have received your return.</strong></p></div></section><section style="display:flex;justify-content:space-between;"><figure style="width: 24%;"><img src="https://cdn6.bigcommerce.com/s-ih7nl5lym4/templates/__custom/images/img-returns04.png" class="fr-fic fr-dii"></figure><div style="width: 73%;"><h6 style="font-size: 48px;font-weight: 600;margin-top: 0;" id="step-4">Step 4</h6><p>Send it to our return address;<br>New York Mutual Trading<br>Attn: MTC Kitchen Return Dept.<br>77 Metro Way, Ste#1<br>Secaucus, NJ 07094</p></div></section>

Returns & exchanges

Information about order changes and cancellations.

<h3 id="can-i-change-my-order"><strong>Can I change my order?</strong></h3><p>You may change your order at any time before you click the &#x201C;PLACE ORDER&#x201D; button. Once you submit your order, you will have to call us at 201-806-1827. Your order can only be changed if it has not yet shipped. If you receive order tracking number, that means your order has been shipped out.</p><h3 id="can-i-cancel-my-order"><strong>Can I cancel my order?</strong></h3><p>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 <a href="https://mtckitchen.gorgias.help/en-US/returns-&amp;-exchanges-110831">Returns &amp; Exchanges</a>.</p>

Changes & cancellations

<h3 id="which-payment-types-do-you-accept"><strong>Which payment types do you accept?</strong></h3><p>MTC Kitchen accepts credit cards (Visa&#xAE;, Master Card&#xAE;, Discover&#xAE; and American Express&#xAE;), PayPal&#xAE; and Amazon Pay. Unfortunately, we do not accept payments made with wire transfers, checks, or money orders through an online store.</p><h3 id="do-you-offer-buy-now-pay-later"><strong>Do you offer Buy Now Pay Later?</strong></h3><p>We are considering adding a pay later option in the future.</p><h3 id="do-you-charge-sales-taxes"><strong>Do you charge sales taxes?</strong></h3><p>Applicable sales tax will apply to shipments to addresses located within the state of New York, New Jersey, Connecticut, Maryland, and Pennsylvania, where MTC is registered to conduct business.</p><h3 id="do-you-offer-gift-receipts"><strong>Do you offer gift receipts?</strong></h3><p>We do not issue gift receipts. If your giftee wants to return the gift, you may want to ask them to return the package and purchase something else again.</p>

Payment

<h3 id="do-you-offer-gift-cards"><strong>Do you offer gift cards?</strong></h3><p>Currently we do not offer gift card purchases.</p>

Gift cards

Inquiry about
• a specific order, please include your order number.
• receiving broken products or wrong products, please send photos of what you received.

Ordering

Shipping & Tracking

Returns & exchanges

Changes & cancellations

Payment

Gift cards