Frequently Asked Questions

To use the Frequently Asked Question (FAQ) page, click on any of the categories listed below to see the questions and answers.If you cannot find the answer you're looking for, e-mail your question to help@smkw.com!

  • Catalog FAQ's

  • How do I request a catalog?

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    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.

  • Why did I stop receiving SMKW catalogs?

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    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.

  • Does SMKW have a full-line catalog that it can send me?

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    No. SMKW mails 12 catalogs per year.

  • Does SMKW have catalogs that only feature knives?

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    SMKW does not produce catalogs that feature only one type of merchandise. Our catalogs feature a variety of merchandise.

  • None of these questions help, what should I do?

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    Please send your question via e-mail to help@smkw.com or call (800) 327-5871.

  • Orders FAQ's

  • Which credit cards are accepted by SMKW?

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    SMKW accepts Visa™, MasterCard™, Discover™, and American Express™. SMKW also accepts check cards that are backed by Visa™, MasterCard™, Discover™, and American Express™.

  • How does the save my card feature work?

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    No credit card info is saved on our site, instead our credit card processor creates a profile/token for your info, which is encrypted and stored on their servers, and the only info that passes to us the token. SMKW.com does not save or have access to your credit card info. We offer this option to give you the convenience of not having to re-enter your personal data every time you shop from us.

  • How long will it take for my order to be processed, shipped, and received?

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    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. It usually takes seven (7) to fourteen (14) business days for in stock items to reach their destination. If you need to receive your order sooner, you may upgrade your shipping method at an additional cost.

  • Has SMKW mailed my refund check? When should I expect it?

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    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.

  • Does SMKW sell replacement parts?

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    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.

  • How do I know if my order has been processed?

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    When you place your order at 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.

  • Does SMKW accept Cash on Delivery (COD) orders?

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    No.

  • An item is missing from, or damaged in my order, what should I do?

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    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).

  • Did SMKW receive my return?

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    Please allow two (2) to four (4) weeks 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.

  • Why can't SMKW ship certain items to California and Massachusetts?

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    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.

  • Does SMKW repair knives?

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    SMKW does not repair knives. If you purchased your item more then thirty (30) 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.

  • Am I able to cancel, change, or add to my order?

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    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 dissatisfied with the merchandise you receive, use our 100% Satisfaction Guarantee policy.

  • If I have backordered merchandise, will it hold up my entire order?

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    Merchandise that is in stock will ship now. Back-ordered merchandise will ship as it becomes available. Back-orders under $20 and older than 90 days will be cancelled and we will refund your payment method. We cannot guarantee shipping method on back-ordered items.

  • Does SMKW buy old knives?

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    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.

  • Has SMKW credited my account for returned merchandise?

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    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.

  • How can I contact the manufacturer?

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    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.

  • What are SMKW's shipping & handling charges?

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  • Can I upgrade my shipping?

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    Additional charges will be automatically added when you place your order.

  • I have an item I need to return, what do I do next?

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    1. Your SMKW order should include an invoice and a Return Form, which includes return & exchange instructions.
    2. Follow the instructions listed on the Return Form completely.
    3. If possible, pack the merchandise you wish to return in the box in which it was shipped.
    4. Ship your merchandise back to SMKW.

    If you are unable to find your Return Form, you can contact us and we will send you one.

  • Does SMKW have a tracking number for my order?

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    Please call SMKW Customer Service at (800) 327-5871, or send your question via e-mail to help@smkw.com.

  • Does SMKW ship outside of the United States?

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    No We only ship inside the United States.

  • None of these questions help, what should I do?

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    Please send your question via e-mail to help@smkw.com or call (800) 327-5871.

  • Smoky Mountain Knife Works, Inc. owns and operates smkw.com. SMKW handles all customer service issues for smkw.com.