Policies, Returns and Exchanges
There's a lot here, so the print is, um, finer.
We may be small, and we may be going against the trend here, but we're all about service at Brooklyn Copper Cookware, Ltd. We provide a niche product to the small number of people who completely understand what they want and know how to use it when they find it. We have complete confidence in our wares, and that you will have found exactly what you were looking for when you buy from us
It goes without saying that every customer is critically important to us, worthy of everything we have to give to make sure everything goes as it should, as all of us want it to. From browsing our site to receiving your purchase, it's the personal relationship we're after - it's what makes Brooklyn Copper Cookware unique. If you found us in the first place, then there are good grounds for our being your copper cookware supplier, because we're both interested in something unique. The relationship.
Since we're exchanging what our legal watchdogs call "valuable consideration" (pots, money) we've figured out a few policies to protect both our customers and our ability to keep making pots. It's all necessary because, well, it's the world we live in, and also so we can continue to offer fair prices, keep everybody fed, pay a couple of mortgages, buy copper, pay taxes... basically take care of all our stakeholders, and protect all of us from anyone who thinks their grievance is a convenient means of cashing-in. We make good stuff, we use it, we sell it, we want to continue to do all three.
Legal Disclaimer, Waiver of Liability, and Indemnity Agreement:
We sell pots and pans. They're for cooking (although you can decorate with them too, if you like). Knowledge of local, state, federal and international laws and/or statutes is the responsibility of you, the buyer. We don't know the laws where you are any more than you know the laws in New York City (unless, perhaps, you happen to be in NYC). By purchasing any item sold by Brooklyn Copper Cookware, Ltd., its subsidiaries or representatives, the buyer expressly warrants that he/she is in compliance with all applicable Federal, State, and Local laws and regulations regarding the purchase, ownership, and use of the item. It shall be the buyer's responsibility to comply with all Federal, State and Local laws governing the sale of any items listed, illustrated, or sold. The buyer expressly agrees to indemnify and hold harmless Brooklyn Copper Cookware, Ltd. for all claims or damages resulting directly or indirectly from the purchase, ownership, or use of the item in violation of applicable Federal, State, and Local laws or regulations.
Copyright and Trademark Notice:
All content on brooklyncoppercookware.com or any of its subsidiaries, including text, graphics, logos, button icons, images, digital downloads, data compilations, and software, is the property of Brooklyn Copper Cookware, Ltd. or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of Brooklyn Copper Cookware, Ltd. and protected by U.S. and international copyright laws. All software used on this site is the property of Brooklyn Copper Cookware, Ltd. or its software suppliers and protected by United States and international copyright laws. The website name and uniform resource locator www.brooklyncoppercookware.com, and other marks indicated on our site are registered trademarks of Brooklyn Copper Cookware, Ltd. in the United States and other countries. Brooklyn Copper Cookware, Ltd's trademarks may not be used in connection with any product or service that is not Brooklyn Copper Cookware, Ltd's in any manner that could cause confusion among customers, or in any manner that disparages or discredits Brooklyn Copper Cookware, Ltd. All other trademarks not owned by Brooklyn Copper Cookware, Ltd. appearing on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Brooklyn Copper Cookware, Ltd.
OK. This is important. You make money and send us some, we make pots and send you some. That's mostly how things work, and how everyone wants it to go. Each piece of Brooklyn Copper Cookware is made entirely by hand, revealed by slight differences between pieces, such as wall tapering, spin lines, tin wipe marks, small cavitations in the iron, etc. This is not only normal, it's your assurance that we do things the way we say we do and deliver absolutely unique wares. Your piece is truly one of a kind. However, very occasionally things go awry, and if you take receipt of something we've made and are not happy, please do be in touch and we'll talk about setting it right. Hard though it may be to conceive of how our goods might arrive this way, if something you buy from brooklyncoppercookware.com is indeed defective or not as advertised and you wish to return the product, please contact us within 15 days of receiving the wares.
All returned wares must be in the same condition they were received in, and must be in their original packaging. We'll happily issue a full refund via your means of payment, minus any shipping/handling, or customs duties (these are paid directly to carriers and/or the appropriate authorities). There are no restocking fees on returns of defective merchandise (since we were probably making your item when we received your order). When possible we'd prefer to exchange wares for a non-defective unit instead of issuing refunds, since processing orders is a cost to us. Anyway, that's our story. We'll give you multiple options for dealing with your return. One thing, though. Please do not send us back merchandise without our approval. We have to know it's coming back just like we have to know to send it out in the first place.
First step: obtain a Return Authorization # (RA#) before attempting to return any merchandise to Brooklyn Copper Cookware, Ltd. We hate to do it, but any packages received without a valid RA# will be returned (COD) to the sender. Getting an RA# is simple. Just contact us with your request. A "customer service representative" (likely Mac, Lane or Karen) will give you an RA# that must be clearly indicated on the outside of the return parcel, as well as on enclosed paperwork. Return merchandise to:
Brooklyn Copper Cookware, Ltd.
Attn.: Dan Moore
1700 Elida Road
Lima, OH 45805
Please be prompt. We assume you're dissatisfied for a good reason, so RA#s have a validity period of 15 days from the date of issue.
So, just to be clear: be in touch about returns within 15 days of having received our goods, and then you have 15 days following our reply. Seems fair, right? By the way, exchanges will not be sent and refunds will not be given until approved returns have been received by us and inspected. Items inspected and found to be defect-free will be re-forwarded to you once we've inquired after your complaint in greater detail and have made sure you're willing to cover the next leg of shipping costs. None of that's easy, so we'd like you to be as sure of buying from us first as we are of what we send out.
Damaged in Shipping:
If your merchandise is damaged in shipping please save all packing material and contact us within 72 hours. Please include your full name, order number, and a description of the damage. You must save all packing material in the condition which it was received. Once you notify us of the damage, we will contact you and begin the claim process with the shipping company. A call tag will be issued to pick up the damaged package. Once the shipping company has received the package, we will ship you replacement merchandise.
We want to ensure that our customers always receive fair prices and prompt service, so we do not exchange or refund orders because of "Buyer's Remorse" (which is why we inspect returns for legitimate defects). This includes, but is not limited to, situations where the customer has an unrealistic expectation of the wares ("How was I supposed to know 9.5 pounds is so heavy? That's, like, 10 pounds!" No joke, actually happened), changes their mind after receiving them, or somehow just does not like the pan (what's not to like about having the best?).
As previously noted, your order is for one-of-a-kind goods. If any part of your order should take longer than other bits we'll be in touch to provide options, including but not limited to: Partial Shipment, Back Orders, Product Substitution, Refund, or another mutually satisfactory solution. We'll figure it out.
Brooklyn Copper Cookware, Ltd. does not tolerate credit card fraud. We sell simple, clean goods and we conduct clean business. We use the highest level of single-socket layer encryption when accepting orders on our web site, and our credit card processors are fully PCI-DSS compliant. Credit card fraud is a growing problem faced by online stores, and it is the store's responsibility to ensure that only valid orders are shipped or we risk taking a loss on the sale. We take a lot of time to make expensive items, so we're extra careful.
To ensure fast processing of your order, please have your order shipped to the same address that is on file with your credit card company. In certain cases, orders shipping to addresses different from the credit card billing address may be held until the credit card holder is contacted by phone to confirm the order. We do that. It's a hassle, but we'll do it. Charge backs are a bigger hassle. The majority of orders ship within 10 - 15 business days. Occasionally we'll take a bit longer (like when the whole world needs stock pots - one stock pot equals 4 of anything else). When a single order contains multiple items, the item with the longest estimated ship time will affect when we send everything else out. Multiple items in a single order may ship in separate boxes. It'll all get to you.
If we give you a manufacturing time estimate, note that we cannot include transit times. Your order transit time is determined by the shipping method you specify during checkout (Ground, 2day, etc.) and by the distance between your address and our shop. We do not refund orders in the event that a pan does not arrive as quickly as expected. After all, we keep practically no inventory - which goes hand-in-hand with "hand-made". We do not refund orders because a pan did not arrive in time for a presentation, birthday, holiday, or other time-sensitive event, although we hope you'll buy from us for all those reasons and more. If you need your purchase for a tight deadline, we recommend contacting us prior to purchase. We're not afraid to say that in certain situations visiting a store selling our competitor's goods might be your best bet.
Most orders ship from our "fulfillment center" (aka, our tinning and polishing shop): Brooklyn Copper Cookware, Ltd. 1700 Elida Road Lima, OH 45805 We take trouble to ensure that every order is accurately processed. Our web site is fully integrated with our shipping department (aka, Craig), providing every customer with the lowest possible shipping cost. We charge you what we pay our shipper (FedEx, UPS, or very occasionally USPS), inclusive of our business discount, nothing more, nothing less. Easy. Handling fees? Nah.
You'll get tracking numbers and information for all orders. It's easy keep up on your order. Prior to shipment, all orders undergo manual inspection to ensure you're getting not only what you ordered, but that it's the best of class and our best work.
Change happens, so we reserve the right to toss up our web site and policies at any time without notification. The policy in effect at the time of your order is the one we all agree to. If you have any questions or comments regarding our web site and policies, please just click that "contact us" button.
It seems silly to have to note this given what we make, but, again, the legal watchdogs say we have to say it: In using the Brooklyn Copper Cookware, Ltd website you represent that you are of the legal age of majority in your locality.
There, we said it.
Thanks for reading through all this. We'll do our best for you.