COVID19 update May 2021:
We don’t expect any delays for nationwide deliveries at this stage.
International transit times depend on flight schedules, there is a shortage of international flights out of Auckland. We are still able to ship internationally but please be patient as transit times can be longer than usual. Recently we saw a trend back to more normal transit times. We are here for any requests and happy to answer any questions.
We use Windcave (former name Payment Express) as our credit card processing partner, they are the leading and most trustworthy processing company in New Zealand with the highest security standards for your credit card details. During check out you will be directed to the Windcave secure check out. We accept Amex, Visa and Master Card. The second option is paying via bank transfer.
New Zealand Shipping
All orders will be shipped from our warehouse in Whangarei, latest on the next business day after you order. We have an overnight courier service NZ wide with the exception for RD/PO shipments. Please note that the overnight service is a target delivery and is not guaranteed. As per our statistics 80% of the shipment reach their destination the next day. We use Courierpost for both island and tracked post for RD and PO deliveries. You can chose signature required during check out. Flat rate per order is $12 (non-signature) or $15 (signature required). Please make sure that someone is available at the shipping address to accept the parcel or have a safe set up to accept courier deliveries.
We only send orders tracked to protect you and us. For international shipments we use NZ Post (EMS) international courier. Please note that there might be taxes and duties to be paid while importing goods. All these charges related to importing goods at the country of destination are at the buyers expense. There might be also restrictions for importing knives. Please check with your local customs authorities before ordering as we will not be held responsible for any delays or costs or return shipments due to local restrictions. If your country is not in the list please contact us and we check if we can send knives to you.
After the order is processed and packed we will send an email with your tracking number! If you use a gmail account please check your spam folder!!
General Return Policy
This return policy applies to all items purchased from Prochef.
Before returning any items, please contact us at [email protected] within seven days of receipt of the items. You need a genuine reason why you want to return your purchase. We reserve the right to charge a 15% re-stocking fee!
Products must be returned in the original packaging (un-damaged), unused and in perfect condition. If knives show any sign of use, sharpening, honing, etc they will not be accepted for return or exchange. If the original packaging is not in a re-saleable condition the item will not be accepted for return or exchange.
Handmade Japanese knives are unique items and pictures on the website can differ slightly from the actual product so under normal circumstances we don’t exchange or refund knives for minor solely optical reasons.
All items returned are done at the buyer’s expense. The items must be properly packed to prevent damage. Please notify us of the tracking number so we can follow the progress of the parcel.
Sharpening stones. We take the best possible care and pack the stones in several layers of bubble wrap. If you order a stone please check the condition of the stone at delivery so in case there is any transport damage we can make a claim to Courierpost.
Please note that we do not replace or refund knives if they have chips in the blade, a broken tip or signs of tarnishing or rust. In most cases that can be fixed with a water stone. If it happened to your knife you can contact us with a picture of the knife and we can tell you what can be done and the costs involved.
Placing an order indicates your acceptance of our return policy.