Frequently Asked Questions
Q: What is your return and exchange policy?
A: If you are not completely satisfied with your purchase, you may return products* in unused condition with its original packaging up to 14 days from the shipping date for a full refund excluding shipping costs. Return shipping is paid for by the customer.
We have a 30-day guarantee on the quality of all our products. If the product is found to be defective, returns or exchanges are accepted up to 30 days from the shipping date.
Please send all returns and exchanges to:
MYOYSTERKNIFE.COM
314 Northern Avenue
Boston, MA 02143
*No returns or exchanges accepted on custom orders.
Q: Where do you ship and what shipping options are available?
Currently, we only ship to destinations within the United States via USPS or UPS. Shipping rates vary by order size and location. The online checkout offers USPS Standard Post and UPS Ground. If you would like a different shipping option (i.e. order expedited), please contact us and we will be happy to help!
Custom Orders
Q: Can I order a single custom engraved oyster knife?
A: No, not at this time. We require a minimum order of 50 knives to be eligible for custom engraving.
Q: Why is there a one-time setup fee for my first custom order?
A: Once we receive your artwork, the images and text have to be digitized appropriately for the laser engraving process. Future orders with the same artwork will not be subject to the setup fee because artwork will have been set up once before.
Q: How do I submit my artwork and preview the engraving?
A: Please submit all artwork files to sales@pangeashellfish.com with the order number in the subject line. Artwork files MUST be an original EPS file or vector file. Once we receive your artwork, we will send you a proof for you to preview and approve. Orders will not be processed until the proof is approved.
Q: When will my custom oyster knives ship?
A: Once we receive your order and artwork, we will send a proof to you within 2-3 business days. Once the proof is approved, the knives will ship within 10-12 business days. Please allow for 14 days of lead time from the time the order is placed.