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FAQ - Frequently Asked Questions

Catalog FAQ's

Orders FAQ's

  • Q: How do I request a catalog?A: Please refer to the free catalog link on our homepage, or e-mail your name and address to help@smkw.com, and SMKW will send you a complimentary catalog. Please type Catalog Request in the subject line of your e-mail.
  • Q: Why did I stop receiving SMKW catalogs?A: If there is no account activity for a period of time, our computer system will automatically remove the account from our active mailing list. Please resubmit your name and address to help@smkw.com, and we will update your information in our computer system, so that you will start receiving catalogs again. Please type Catalog Request in the subject line of your e-mail.
  • Q: Does SMKW have a full-line catalog that it can send me?A: No. SMKW mails 12 catalogs per year.
  • Q: Does SMKW have catalogs that only feature knives?A: SMKW does not produce catalogs that feature only one type of merchandise. Our catalogs feature a variety of merchandise. Please use the "browse the aisles" search feature of our online store.
  • Q: None of these questions help, what should I do?A: Please send your question via e-mail to help@smkw.com or call (800) 327-5871.
  • Q: When I place an order, how long will it take SMKW to ship it?A: SMKW ships your order as soon as possible. Most orders are shipped within 48 hours. During the Holiday Season, shipping times may be briefly delayed.
  • Q: How long will it take for me to receive my order?A: 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.
  • Q: How do I know if my order went through?A: When you place your order with SMKW's smkw.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.
  • Q: Can I pay by check? A: At this time, SMKW does not accept personal checks over the Internet.
  • Q: What credit cards does SMKW accept?A: SMKW accepts Visa™, MasterCard™, Discover™, and American Express™ . SMKW does accept check cards that are backed by Visa™, MasterCard™, Discover™, and American Express™.
  • Q: Does SMKW accept Cash on Delivery (C.O.D.) orders?A: No.
  • Q: If an item is missing from, or damaged in my order, what should I do?A: 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, help@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.
  • Q: If I received a defective item, what should I do?A: If you received a defective item, please refer to the return instructions listed on the back of your invoice. SMKW offers a 21-day 100% Satisfaction Guarantee policy. For your convenience you will find a Return Label on the back of your invoice.
  • Q: If I am not satisfied with my order/merchandise, what should I do?A: If you are not satisfied with your order/merchandise, SMKW offers a 21-day 100% Satisfaction Guarantee policy.
  • Q: I only received part of my order, where is the rest of it?A: 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?.
  • Q: Did SMKW receive my return?A: 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 help@smkw.com or call (800) 327-5871. Please type Return Inquiry on the subject line of your e-mail.
  • Q: Why can't SMKW ship certain items to California and Massachusetts?A: 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.
  • Q: My knife is broken. Does SMKW repair knives?A: SMKW 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 help@smkw.com. Please type Brand Info Inquiry on the subject line of your e-mail and include the knife brand.
  • Q: Can I cancel my order? Can I change my order? Can I add to my order?A: Your 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.
  • Q: If I have backordered merchandise, will it hold up my entire order?A: Merchandise that is in stock will ship now. Backordered merchandise will ship as it becomes available.
  • Q: Do I have to pay additional shipping for backordered merchandise?A: No.
  • Q: Does SMKW buy old knives? A: SMKW 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 collectibles@smkw.com .
  • Q: Does SMKW sell replacement parts?A: SMKW does not sell replacement parts. If you need a part for your knife, please send an e-mail to help@smkw.com including the brand of your knife, and SMKW will e-mail contact information to you. Please type Knife Parts Inquiry in the subject line of your e-mail.
  • Q: When did SMKW ship my order?A: Please e-mail your name and address to help@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.
  • Q: Why hasn't my order shipped?A: Please send an e-mail with your name, address, customer number, and order number to help@smkw.com, and we will check on your order. Please type Order Status in the subject line of your e-mail.
  • Q: Has SMKW mailed my refund check? When should I expect it?A: 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 help@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.
  • Q: Has SMKW credited my account for the merchandise that I returned?A: 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.
  • Q: How can I contact the manufacturer?A: SMKW can supply any available contact information for our Vendors. Please send an e-mail to help@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.
  • Q: What are SMKW's shipping & handling charges?A: Click here for current rates
  • Q: Can I upgrade my shipping?A: Priority mail and Express mail are available. Additional charges will be automatically added when you place your order.
  • Q: I have an item I need to return?A: 1. Your SMKW 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 SMKW.

    If you are unable to find your Return Form, you may download and print a Return Form by clicking here!
  • Q: Does SMKW have a tracking number for my order?A: Please call SMKW Customer Service at (800) 327-5871, or send your question via e-mail to help@smkw.com
  • Q: How did my order ship?A: Please call SMKW Customer Service at (800) 327-5871, or send your question via e-mail to help@smkw.com .
  • Q: Does SMKW ship outside of the United States?A: Outside of the United States SMKW ships orders to Canada. For additional information please contact our Sales Department at help@smkw.com.
  • Q: How long can the shipping take on International orders and HI or AK orders?A: Please allow 4-6 weeks for delivery on International orders. Orders to HI or AK may take 4-6 weeks for delivery.
  • Q: None of these questions help, what should I do?A: Please send your question via e-mail to help@smkw.com or call (800) 327-5871.

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