FAQ

PrimeCook Ordering, Product, Returns & Payment Guide Ordering When will my order ship? At PrimeCook, we prioritize getting your high-quality cookware to you promptly. Our team generally needs 1 - 2 business days to process and package your order. This timeframe allows us to meticulously inspect each piece of cookware, ensuring it meets our exacting standards for craftsmanship and functionality. For more specialized items, such as our professional-grade multi-layered stainless steel cookware sets or our unique limited - edition non-stick pans with advanced coating technology, the processing might extend to 3 - 4 business days. These complex products require additional attention during inspection and packaging to guarantee their integrity. Orders placed after 3:00 pm EST on Friday, over the weekend, or on holidays will be shipped on the next business day. We continuously strive to optimize our shipping processes to minimize any delays and ensure you can start using your PrimeCook products as soon as possible. Where do you ship to? PrimeCook is delighted to offer worldwide shipping, making our premium cookware accessible to cooking enthusiasts around the globe. Whether you're located in a bustling metropolis or a remote area, you can enjoy the benefits of our top-notch kitchen essentials. However, please be aware that international shipping times can vary significantly. Factors such as the destination country's customs procedures, local postal services, and the distance from our shipping hub all impact delivery times. Additionally, for orders shipped outside the United States, additional customs fees or import taxes may apply. These charges are determined by the customs authorities of the destination country and are the responsibility of the customer. We recommend checking with your local customs office in advance to understand any potential costs associated with your order. I have a question about my order, who can I talk to? If you have any questions or concerns regarding your order, our dedicated customer support team is here to assist you. You can reach out to us via email at support@chefivo.com. When sending your inquiry, please include your unique order number, the email address used during checkout, and a detailed description of the issue. This information will enable our team to quickly locate your order and provide you with the most accurate and helpful solution. We aim to respond to all emails within 1 - 2 business days, ensuring your shopping experience with PrimeCook is smooth and worry - free. For more urgent matters, you can also visit our Contact Us page to explore other available communication channels. Product How are the product materials sourced? At PrimeCook, we are unwavering in our commitment to ethical and sustainable sourcing practices. Our cookware is crafted using only the highest quality materials, sourced from trusted partners who share our values. The stainless steel used in our products is carefully selected from suppliers renowned for their strict adherence to environmental and labor standards. We also prioritize local sourcing whenever possible. For instance, the heat-resistant handles of our cookware are often made from materials procured from nearby manufacturers. This approach not only supports local economies but also reduces our carbon footprint by minimizing transportation distances. By sourcing responsibly, we ensure that every PrimeCook product is not only durable and high-performing but also environmentally friendly and socially conscious. How accurate are the colors shown in your photos? We take great care to ensure that the product images on our website accurately represent the true colors of our cookware. Our professional photography team uses state-of-the-art equipment and standardized lighting conditions to capture every detail and hue. However, slight color variations may occur. During the manufacturing process, differences in material batches, especially during the finishing and coating stages, can lead to minor color discrepancies. Additionally, the color display on your monitor or device can affect your perception of the colors. Different monitors have varying color calibration settings, and factors such as screen brightness, contrast, and resolution can all influence how the images appear. If you have any concerns about the color of a particular product, we recommend referring to the detailed product descriptions, which often include additional information about the color and finish. You can also contact our customer support team for further assistance. Returns What is your return policy? For a detailed understanding of our return policy, please visit our Returns & Exchanges page. In brief, we offer a 90-day return window from the date of purchase. To be eligible for a return, the products must be in their original condition, with all tags attached, no signs of use, and free from any damage. Please note that, unless the return is due to a defect on our part, the cost of return shipping is the responsibility of the customer. Once we receive and thoroughly inspect the returned items, we will process your refund or exchange as quickly as possible. If you have any questions or need further clarification regarding the return process, our customer support team is available to assist you. My item arrived damaged. What should I do? We take extensive measures to ensure that our cookware is packaged securely and arrives at your doorstep in perfect condition. However, in the rare event that your PrimeCook item arrives damaged, please contact us immediately via email at support@chefivo.com. When reporting the damage, include clear photos of the damaged item and the packaging it arrived in. This will help our team assess the situation promptly and determine the best course of action. We will either arrange for a replacement item to be shipped to you or issue a full refund, depending on your preference and the nature of the damage. Our goal is to ensure your complete satisfaction with your purchase, and we will work diligently to resolve the issue as quickly as possible. Payment Do you offer cash on delivery? Currently, we do not offer cash on delivery as a payment option. However, we provide a diverse range of convenient and secure payment methods to meet your needs. We accept major credit cards, including Visa, MasterCard, American Express, and Discover, as well as popular digital payment platforms such as PayPal. These payment methods offer added protection in case you need to make a return due to product issues. Your payment information is encrypted and safeguarded using the latest security technologies, ensuring that your transactions with PrimeCook are safe and secure. Can I use Afterpay for products that will ship to Los Angeles? Yes! We are excited to have partnered with Afterpay to offer flexible payment options to our customers, including those in Los Angeles. With Afterpay, you can split your purchase into four equal payments, due every two weeks, interest-free (subject to eligibility). This allows you to enjoy your PrimeCook cookware immediately while spreading out the cost. To use Afterpay, simply select it as your payment method at checkout and follow the prompts to complete your purchase. It's a convenient and hassle - free way to shop with PrimeCook and start enhancing your culinary experience without delay.