Our company works very hard to make sure customer orders are shipped safely, quickly, and accurately. It is an unfortunate reality that issues can arise that will require interaction with our customer support team to correct an issue with an...

Abusive Customer PolicyOur company works very hard to make sure customer orders are shipped safely, quickly, and accurately. It is an unfortunate reality that issues can arise that will require interaction with our customer support team to correct an issue with an order. If a customer is unhappy about an issue they are entitled to express their dissatisfaction, however, we maintain a zero tolerance policy for any abusive, hateful, or threatening conduct. Examples include, but are not limited to, the following:<ul><li>Offensive or insulting language&#xA0;</li><li>Threatening words or behavior either personal or professional &#xA0;</li><li>Discriminatory language about a persons race, gender, or sexual orientation&#xA0;</li><li>Excessive or abusive use of customer support channels I.e. multiple phone calls, chats, and emails in a short period of time regarding a single issue&#xA0;</li></ul>Our company is committed to treating customers in a polite and civilized manner and will always respond in a timely manner to resolve customer issues as quickly as possible in accordance with our published policies and terms of service. However, should a customer violate the Abusive Customer Policy we reserve the right to terminate communication with that individual.

Abusive Customer Policy

PRIVACY STATEMENT ---- SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION? When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email...

Privacy PolicyPRIVACY STATEMENT&#xA0;----&#xA0;SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?&#xA0;When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer&#x2019;s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.&#xA0;Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.&#xA0; SECTION 2 - CONSENT&#xA0;How do you get my consent?&#xA0;When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.&#xA0;If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.&#xA0;How do I withdraw my consent?&#xA0;If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@steelmadeusa.com or mailing us at:&#xA0;Steelmade USA&#xA0;943 E 620 Ave&#xA0;Mulberry Kansas US 66756&#xA0; SECTION 3 - DISCLOSURE&#xA0;We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.&#xA0; SECTION 4 - SHOPIFY&#xA0;Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.&#xA0;Your data is stored through Shopify&#x2019;s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.&#xA0;Payment:&#xA0;If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.&#xA0;All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.&#xA0;PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.&#xA0;For more insight, you may also want to read Shopify&#x2019;s Terms of Service (<a href="https://www.shopify.com/legal/terms" rel="noopener noreferrer" target="_blank">https://www.shopify.com/legal/terms</a>) or Privacy Statement (<a href="https://www.shopify.com/legal/privacy" rel="noopener noreferrer" target="_blank">https://www.shopify.com/legal/privacy</a>).&#xA0; SECTION 5 - THIRD-PARTY SERVICES&#xA0;In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.&#xA0;However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.&#xA0;For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.&#xA0;In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.&#xA0;As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.&#xA0;Once you leave our store&#x2019;s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website&#x2019;s Terms of Service.&#xA0; Links&#xA0;When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.&#xA0;Google analytics:&#xA0;Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at. SECTION 6 - SECURITY&#xA0;To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.&#xA0;If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.&#xA0; SECTION 7 - COOKIES Here is a list of cookies that we use. We&#x2019;ve listed them here so you that you can choose if you want to opt-out of cookies or not.&#xA0;_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).&#xA0;_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider&#x2019;s internal stats tracker to record the number of visits&#xA0;_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.&#xA0;cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart. _secure_session_id, unique token, sessional&#xA0;storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.&#xA0;PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where SECTION 8 - AGE OF CONSENT&#xA0;By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence, and you have given us your consent to allow any of your minor dependents to use this site.&#xA0; SECTION 9 - CHANGES TO THIS PRIVACY POLICY&#xA0;We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.&#xA0; QUESTIONS AND CONTACT INFORMATION If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@steelmadeusa.com or by mail at&#xA0;Steelmade [Re: Privacy Compliance Officer]&#xA0;943 E 620 Ave&#xA0;Mulberry Kansas US 66756 ----

Privacy Policy

RETURNS AND EXCHANGES Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact Steelmade via e-mail at info@steelmadeusa.com within two (2) days of receipt and we will work with you to make things...

Return and Refund PolicyRETURNS AND EXCHANGES&#xA0;Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact Steelmade via e-mail at info@steelmadeusa.com within two (2) days of receipt and we will work with you to make things right.&#xA0;DO NOT RETURN USED ITEMS.&#xA0;Steelmade provides a 30 day return window from the date of purchase where items in new and unused condition may be returned for a refund for any reason.&#xA0;For discretionary returns that are not a result of a Steelmade error, return shipping charges are the sole responsibility of the customer and returns are subject to a 10% restocking fee. Any shipments sent collect on delivery will not be accepted. Please note that all product bundles on our website are sold as a complete unit, and partial returns will not be accepted.&#xA0;Refunds must be returned in their original packaging (excluding outer shipping box) with all included accessories.&#xA0;USED ITEMS ARE NOT ELIGIBLE FOR RETURN&#xA0;No returns or exchanges may be made after 30 days.&#xA0;NOTE: CUSTOM ORDERS CAN NOT BE RETURNED&#xA0;Returns must be received in original condition within 10 days of authorization of return. Refunds will be issued once the product has been received and inspected by Steelmade Customer Service. Please allow up to 5 business days for returns to be processed. &#xA0; &#xA0;SENDING YOUR RETURN&#xA0;Contact customer support via email at info@steelmadeusa.com to request a Return Merchandise Authorization. Returns sent without an RMA will not be accepted.&#xA0;You are responsible for making sure the items being returned are well packaged. Poorly packaged items that result in damage may not qualify for a refund. Please make sure that the original packing list is included inside the box for accurate processing.&#xA0;You may ship your return using the carrier of your choice to the address below:Steelmade Attn: Customer Returns&#xA0;Return Authorization No. (mandatory)&#xA0;943 East 620 Avenue&#xA0;Mulberry, Kansas 66756Be sure to record and save the tracking number from your shipment. &#xA0;&#xA0; CANCELLATION POLICY&#xA0;We will accept cancellation of your order for items that have not shipped or that are on back order. Once an item has shipped, cancellation is not possible. Custom and special order items cannot be cancelled.&#xA0; REFUSED SHIPMENT POLICY&#xA0;Shipments that are refused by customers will be considered a discretionary return and subject to a 10% restocking fee. In addition, when a shipment is refused by the customer it incurs a return shipping charge from the carrier. To cover this cost, the incurred amount will be deducted from any refunds issued to the customer. This return shipping charge is imposed by the carrier and is beyond our control. If you receive a shipment that appears to be damaged - do not refuse delivery. Rather, accept the shipment and contact our customer support team for assistance. We have solutions available that provide quicker resolutions and are more cost effective than refusing the shipment.

Return and Refund Policy

Our website includes a "Shipping Date Calculator" that shows the estimated date your order will ship. Most orders ship on or before this date but this is an estimate only and we make no guarantees on actual shipping or delivery dates. Shipping...

Shipping PolicyOur website includes a &quot;Shipping Date Calculator&quot; that shows the estimated date your order will ship. Most orders ship on or before this date but this is an estimate only and we make no guarantees on actual shipping or delivery dates.&#xA0;Shipping confirmation emails are sent automatically once your packages are scanned into the shipping carrier&apos;s system. This email will contain package tracking information so you will know how many packages are in transit and when they are estimated to be delivered. Some orders require multiple shipments or multiple carriers to complete.&#xA0;By default, we do not require a signature for shipments, so you won&apos;t have to be home to sign for the package. If you live in a location where your deliveries may not be secure, please use the tracking information to make sure someone is home to receive the shipment.&#xA0;We are not responsible for incorrect shipping addresses provided at checkout.&#xA0;<a href="https://support.steelmadeusa.com/hc/en-us/articles/360048502034-How-can-I-change-my-delivery-address-after-an-order-has-shipped" rel="noopener noreferrer" target="_blank">Click here</a>&#xA0;to learn more about changing your delivery address after your order ships.&#xA0;Missing items or lost shipments must be reported within 24 hours of delivery. Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact Steelmade via e-mail at info@steelmadeusa.com within two (2) days of receipt, and we will work with you to make things right.

Shipping Policy

TERMS OF SERVICE ----- OVERVIEW This website is operated by Steelmade. Throughout the site, the terms “we”, “us” and “our” refer to Steelmade. Steelmade offers this website, including all information, tools and services available from this site to...

Terms of Service

Steelmade Cookware

Policies

Common Issues With Pre-Seasoning

Correct stove settings to control temperature on the Flat Top

Drip Tray doesn't sit underneath drain holes on my stove

Drip Tray sits on burner on glass stove

Flat Top Warping

Gas burner won't stay lit

Heat Shield Recommendations

How to remove rust from Flat Top

I'm getting a lot of smoke when cooking on the Flat Top

Instructions for Camp Chef/Blackstone Griddle Replacements

Remove Rust From Outdoor Flat Top

Using The Optional Gas Spacer Kit

Where can I view the Flat Top instructions?

Can pots and pans be used directly on the Flat Top?

About Steelmade Pre-Seasoning

Are the Flat Tops compatible with induction stoves?

Are there hot spots on the Flat Top?

Can the Flat Top Slim or Jr. sizes be used on glass ceramic cooktops?

Custom Flat Top Drain Hole Placement

Does grease ever run off the front of the Flat Top?

Hot Spots

How do you clean the Flat Top?

How much liquid can the drip tray hold?

How the Flat Top is made

How to measure for a custom Flat Top

How to photograph your stove for a Custom Flat Top/Fitment Checker

I have a smooth glass ceramic stove - will the Flat Top work on it?

I need a custom sized Flat Top

Maximum Custom Flat Top Sizing

PRO Series Cosmetic Blemishes

Removing Your Seasoning Layer

Surface Mark vs. Scratch

What is the difference between a Range and a Cooktop?

What is the difference between the Steelmade Flat Top and a Blackstone Grill?

What is the warranty or guarantee on the Flat Top?

What's the difference between the Flat Top and Cast Iron?

Why does the Flat Top Grill change colors after cooking?

Will the Flat Top Rust?

Will the Flat Top warp?

Determining Fitment

Can the Flat Top be Used Interchangeably on Gas/Glass/Electric Coil Stoves?

Do I Need to Season the Flat Top if I Ordered it Pre-Seasoned?

Can the Flat Top be Used Both Indoors and Outdoors?

Flat Top Questions

How to care and maintain a Cover Board

How to fix a warped Cover Board

How to restore your Cover Board

My Cover Board feels rough or "fuzzy" after getting wet

Repairing Damage To Cover Board

Cutting Board Questions

Steelmade Cookware Affiliate Program

WARNING: Counterfeit Products

Announcements

Do you ship to Canada?

How can I change my delivery address after an order has shipped?

How can I track my order status?

How do I redeem my Rewards Points on my order?

How do I return an order?

How long does it take for orders to ship?

How long does it take to receive an order after it ships?

I received a delivery email or tracking information that shows my package was delivered but I can’t find it?