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Frequently Asked Questions

Knife Cave - FAQ's

The only thing not discounted around here is our service. If you have questions, or need help, we're here to help you. You can help us to make our web site better by taking a minute to take our survey. Our Frequently Asked Questions page is helpful for most customer service questions. Just click on the heading at the top-left of the screen. If you need more help, feel free to e-mail your question or concern to knifecave@smkw.com or call (800) 327-5871!

KnifeCave Customer Service is available to assist you Monday - Friday, 8 am - 6 pm. KnifeCave Customer Service can assist you with the status of a pending order, additional product information, warranty information, or other customer inquiries.

Shipping & Handling: Most orders are shipped via UPS within 2 business days of receipt. Orders to Alaska, Hawaii, APO, FPO, and all U.S. territories and possessions are shipped Parcel Post, unless expedited shipping is requested.

KnifeCave's 100% Satisfaction Guarantee Policy: You can return or exchange KnifeCave merchandise for up to 21 days from the date of purchase - for any reason - no questions asked. Please follow the instructions on the back of your shipping invoice. To expedite your return or exchange, please include your completed KnifeCave Return Form and write your KnifeCave Order Number on your return address label. Damaged or defective KnifeCave Merchandise can be returned after 21 days from the date of purchase, subject to the manufacturer's warranty. Please refer to product literature, or call KnifeCave Customer Service. KnifeCave Merchandise worn by normal wear and tear or damaged by abuse, misuse, or lack of reasonable care is not covered by the manufacturer's warranty and cannot be returned at any time after purchase.

Contact Customer Service:
knifecave@smkw.com
Phone: (800) 327-5871 Fax: (865) 429-0182
Write to:
KnifeCave
Customer Service
P O Box 4430
Sevierville, TN 37864

Below is a list of Frequently Asked Questions or FAQ's. To use this page, simply click on any of the questions listed below to see the answer. If you cannot find the answer you're looking for, e-mail your question to knifecave@smkw.com!

KnifeCave.com owns and operates knifecave.com. knifecave handles all customer service issues for knifecave.com.
1. When I place an order, how long will it take knifecave to ship it?
2. How long will it take for me to receive my order?
3. How do I know if my order went through?
4. Can I pay by check?
5. What credit cards does knifecave accept?
6. Does knifecave accept Cash on Delivery (C.O.D.) orders?
7. If an item is missing from, or damaged in my order, what should I do?
8. If I received a defective item, what should I do?
9. If I am not satisfied with my order/merchandise, what should I do?
10. I only received part of my order, where is the rest of it?
11. Did knifecave receive my return?
12. Why can't knifecave ship certain items to California and Massachusetts?
13. My knife is broken. Does knifecave repair knives?
14. Can I cancel my order? Can I change my order? Can I add to my order?
15. If I have backordered merchandise, will it hold up my entire order?
16. Do I have to pay additional shipping for backordered merchandise?
17. Does knifecave buy old knives?
18. Does knifecave sell replacement parts?
19. When did knifecave ship my order?
20. Why hasn't my order shipped?
21. Has knifecave mailed my refund check? When should I expect it?
22. Has knifecave credited my account for the merchandise that I returned?
23. How can I contact the manufacturer?
24. What are knifecave's shipping & handling charges?
25. Can I upgrade my shipping?
26. I have an item I need to return?
27. Does knifecave have a tracking number for my order?
28. How did my order ship?
29. Does knifecave ship outside of the United States?
30. None of these questions help, what should I do?
Answers

1. When I place an order, how long will it take knifecave to ship it?
knifecave ships your order as soon as possible. Most orders are shipped within 48 hours. During the Holiday Season, shipping times may be briefly delayed.

2. How long will it take for me to receive my order?
It usually takes seven (7) to ten (10) business days for an order to reach its destination. If you need to receive your order sooner, you may upgrade your shipping method at an additional cost.

3. How do I know if my order went through?
When you place your order with knifecave's knifecave.com, you will receive an order confirmation which includes your order number. If you provide an e-mail address, you will also receive a confirmation e-mail.

4. Can I pay by check?
At this time, knifecave does not accept personal checks over the Internet.

5. What credit cards does knifecave accept?
knifecave accepts Visa™, MasterCard™, Discover™, and American Express™ . knifecave does accept check cards that are backed by Visa™, MasterCard™, Discover™, and American Express™.

6. Does knifecave accept Cash on Delivery (C.O.D.) orders?
No.

7. If an item is missing from, or damaged in my order, what should I do?
If an item is missing from your order, check your invoice to see if the item was backordered, or if the item is no longer available. If your item is listed on the invoice, but not included with the order, or your item is damaged, please contact our Customer Service Department at (800) 327-5871, knifecave@smkw.com or click here for more information about Customer Service.

The Customer Service Agent will ask you for the following information from your invoice: Customer Number, Order Number, Checked By Number (located in the bottom-left corner), Packed By Number (located below the barcode,- with asterisks on both sides), and the number that is written directly above the box that reads Amount Due.

8. If I received a defective item, what should I do?
If you received a defective item, please refer to the return instructions listed on the back of your invoice. knifecave offers a 21-day 100% Satisfaction Guarantee policy. For your convenience you will find a Return Label on the back of your invoice.

9. If I am not satisfied with my order/merchandise, what should I do?
If you are not satisfied with your order/merchandise, knifecave offers a 21-day 100% Satisfaction Guarantee policy.

10. I only received part of my order, where is the rest of it?
Please refer to the front of your invoice. If you see a message that reads, "b/o items to follow," in the middle of your invoice, then one or more of your items was out of stock, and will ship to you as soon as possible. If you see a message that reads, "item no longer available," then at the time of processing, the item was no longer available. You were either not charged for the item, or you were refunded for it. If there is no message indicating the above, and your item is listed on the invoice, please refer to An item is missing from, or damaged in my order, what should I do?.

11. Did knifecave receive my return?
Please allow ten (10) to fourteen (14) business days for your return to be processed. This allows sufficient time for your return to be shipped back to us and processed by our Returns and Customer Service Department. To check the status of your return, please e-mail your full name, address, customer number, and your order number to knifecave@smkw.com or call (800) 327-5871. Please type Return Inquiry on the subject line of your e-mail.

12. Why can't knifecave ship certain items to California and Massachusetts?
Some states have placed restrictions on knife sales. Please refer to http://pweb.netcom.com/~brlevine/links.htm to find out more on the laws in your state.

13. My knife is broken. Does knifecave repair knives?
knifecave does not repair knives. If you purchased your item more then ninety (21) days ago, please see our 100% satisfaction guarantee or e-mail your request to knifecave@smkw.com. Please type Brand Info Inquiry on the subject line of your e-mail and include the knife brand.

14. Can I cancel my order? Can I change my order? Can I add to my order?
Yo
ur credit card is Authorized as soon as you place your order. Once you receive an order confirmation, NO CHANGES MAY BE MADE TO THE ORDER. If you are disatisfied with the merchandise you receive, use our 100% Satisfaction Guarantee policy.

15. If I have backordered merchandise, will it hold up my entire order?
Merchandise that is in stock will ship now. Backordered merchandise will ship as it becomes available.

16. Do I have to pay additional shipping for backordered merchandise?
No.

17. Does knifecave buy old knives?
knifecave purchases knife collections, antique knives, and unique knives from time to time. If you are interested in selling a collection or an antique knife, please e-mail the Collectibles Department at knifecave@smkw.com .

18. Does knifecave sell replacement parts?
knifecave does not sell replacement parts. If you need a part for your knife, please send an e-mail to knifecave@smkw.com including the brand of your knife, and knifecave will e-mail contact information to you. Please type Knife Parts Inquiry in the subject line of your e-mail.

19. When did knifecave ship my order?
Please e-mail your name and address to knifecave@smkw.com, and we will get back to you as soon as possible. Please type Order Status in the subject line of your e-mail.

20. Why hasn't my order shipped?
Please send an e-mail with your name, address, customer number, and order number to knifecave@smkw.com, and we will check on your order. Please type Order Status in the subject line of your e-mail.

21. Has knifecave mailed my refund check? When should I expect it?
To check the status of your refund, please send an e-mail with your name, address (including zip code), customer number, and order number (if available) to knifecave@smkw.com. Please type Refund Check Inquiry in the subject line of your e-mail.Please inform us if the order was shipped to a different name and address than your billing address. It takes about three (3) weeks to process your return and mail a refund check.

22. Has knifecave credited my account for the merchandise that I returned?
It takes about two (2) weeks to process your return and credit your account. Once credit is applied, it may take some time for the credit to appear on your next statement, depending on your statement's closing date.

23. How can I contact the manufacturer?
knifecave can supply any available contact information for our Vendors. Please send an e-mail to knifecave@smkw.com , include the name of the manufacturer you wish to contact. Please type Manufacturer Inquiry in the subject line of your e-mail, and we will reply as soon as possible. You may also call our Customer Service Department at (800) 327-5871. Please note that not all manufacturers allow their contact information to be released.

24. What are knifecave's shipping & handling charges?

Link to shipping cost page

25. Can I upgrade my shipping?
Priority mail and Express mail are available. Additional charges will be automatically added when you place your order.

26. I have an item I need to return?
1. Your knifecave order should include an invoice and a Return Form, which includes return & exchange instructions in the top-right corner.
2. Follow the instructions listed on the Return Form completely.
3. The bottom-right corner of your Return Form is marked Return Address Label . Write your return address in the space provided, and detach the Return Address Label from your Return Form.
4. If possible, pack the merchandise you wish to return in the box in which it was shipped.

5. Place your completed Return Form inside the box, and secure the Return Address Label to the outside of the box.
6. Ship your merchandise back to knifecave.

If you are unable to find your Return Form, you may download and print a Return Form by clicking here!

27. Does knifecave have a tracking number for my order?
Please call knifecave Customer Service at (800) 327-5871, or send your question via e-mail to knifecave@smkw.com

28. How did my order ship?
Please call knifecave Customer Service at (800) 327-5871, or send your question via e-mail to knifecave@smkw.com .

29. Does knifecave ship outside of the United States?
knifecave does ship outside the United States. However, shipping & handling rates for international orders vary from country to country. Please contact our International Sales Department at knifecave@smkw.com.

30. None of these questions help, what should I do?
Please send your question via e-mail to knifecave@smkw.com or call (800) 327-5871.

knifecave@smkw.com | Phone: (800) 327-5871 | Fax: (865) 429-0182 | Write to:knifecave Customer Service | P O Box 4430 | Sevierville, TN 37864
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