Contact

Contact Honed Edge Cutlery

Honed Edge Cutlery is an independent specialist retailer for knives, shears, and cutting tools from Made In, Tramontina, Global, and Baker's Secret. This page is your complete service directory: it tells you exactly who handles each type of question, what to include in your message, how quickly we respond, and what happens if an issue needs to move beyond the first person who reads it.

The fastest way to reach us is email. Every message goes to a named department, so your question reaches the right team on the first try.

Who operates this store

Honed Edge Cutlery is operated by Maplewood Commerce Group LLC, a United States-registered retail operations company that manages curated specialty storefronts across kitchen and culinary categories. The storefront name and domain, honededge.shop, remain your customer-facing identity, while the operating company handles business administration, order fulfillment oversight, and service delivery behind the scenes.

Where to reach us

• Support email (primary channel): support@honededge.shop
• Postal address: 417 Maplewood Avenue, Suite 210, Portland, OR 97205, United States

The store has been serving customers since 2019 with a curated multi-brand selection of cutting tools, backed by clear service facts and purchase details before checkout.

General Inquiries and Order Status

If you are unsure which department handles your question, start here. The primary support channel covers general inquiries, order status checks, and routing to the correct specialist department.

How we handle your message

• We acknowledge your inquiry within one business day.
• We resolve it directly if it is a general question, or route it to the matching specialist department with full context.
• We confirm the resolution to you in writing.

What to include

• Your order number or registered email
• The subject of your inquiry
• Any relevant confirmation details

Unresolved general inquiries are escalated to the after-sales department lead.

Shared Service Hours

Our customer service teams work during a shared service window: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT), excluding major US holidays.

Messages received outside the service window are queued and answered in order of receipt at the start of the next business day. First response times below are measured within this window.

Specialist Departments

Each department below has a dedicated email address and a defined handling process. Choose the one that matches your situation.

Pre-Sales: Product Questions Before You Order

Email: pre-sales@honededge.shop

This team answers product questions before purchase, including specifications, compatibility, and usage guidance. They also help you choose between brands and product lines in our catalog — for example, comparing knife sets across the Made In, Tramontina, and Global lines before you decide.

• First response: within one business day.
• Handling flow: the team reviews your question against the product's specification details, provides a written, specific answer including any care or usage notes, and follows up if you need comparison help before ordering.
• Escalation: questions beyond catalog knowledge are escalated to the operating team's product specialist.

What to include: the product name or link, your specific question about fit, use, or comparison, and intended use context if relevant.

After-Sales: Returns, Order Changes, and Refunds

Email: after-sales@honededge.shop

This team handles order changes, return requests, and refund status within the store's published return window of 30 days from delivery, as well as post-delivery concerns about an order.

• First response: within one business day.
• Handling flow: the team verifies the order and its status, confirms return eligibility and instructions or resolves the concern directly, and processes refunds once returned items are received and inspected, confirming by email.
• Escalation: refund disputes beyond policy scope escalate to operations management.

What to include: your order number, the item(s) in question, and the reason for the return or concern.

Quality Assurance: Authenticity Claims and Defect Reports

Email: quality-assurance@honededge.shop

This department handles authenticity claims, product condition disputes, defect reports, and manufacturing fault assessments. Our listings and sourcing practices are held to quality and authenticity standards, and this team is responsible for reviewing any case that questions them.

• First response: acknowledgment within one business day; a written determination typically within five business days.
• Handling flow: the team logs the claim and sends acknowledgment, reviews it against sourcing records and manufacturer specifications, and issues a written determination with the applicable remedy.
• Escalation: unresolved claims escalate to operations management for final determination.

What to include: your order number, photographs of the item, packaging, and markings, and a description of the defect or authenticity concern.

Shipping Support: Delivery Status and Carrier Issues

Email: shipping-support@honededge.shop

This team covers delivery status, carrier issues, lost or delayed shipments, and address questions. It also handles shipping cost and threshold questions beyond what the published shipping policy states.

• First response: within one business day.
• Handling flow: the team traces the shipment with the carrier on your behalf, coordinates a replacement or carrier claim for lost shipments, and confirms the outcome and any reshipment details in writing.
• Escalation: carrier disputes unresolved after two follow-ups escalate to fulfillment management.

What to include: your order number, the shipping address on the order, and a description of the delivery issue.

Legal and Privacy: Data Requests and Formal Correspondence

Email: legal-privacy@honededge.shop

This department handles privacy questions, data access and deletion requests, terms-of-use questions, and formal correspondence. Requests are processed per applicable law and confirmed in writing.

• First response: within two business days.
• Handling flow: the team verifies the requester's identity where required, processes privacy requests per applicable law and confirms in writing, and routes formal legal correspondence to the operating company's administrative contact.
• Escalation: complex requests escalate to the operating company's compliance contact.

What to include: your full name and registered email, the nature of the request, and any reference to a specific policy section.

Choosing the Right Channel

Our service promise is simple: clear support before and after the order. Every inquiry gets a written acknowledgment, a named owner, and a confirmed resolution.

Policies That Guide Our Service

Our departments work within the store's published policies: shipping is free on orders over $45.00 (standard shipping is $8.00), returns are accepted within 30 days of delivery, and warranty coverage follows the product information and support guidance for each item. For full details, see the relevant policy pages on this site — the teams above can always clarify how a policy applies to your specific order.