Frequently Asked Questions
Shipping & Ordering
When will I receive my order?
In-stock orders take 1–2 business days to process, then 2–7 business days for delivery in the contiguous United States. Free standard shipping on orders over $99 (after discounts, before taxes). We do not ship to APO/FPO addresses or P.O. boxes. Shipping to Alaska, Hawaii, and Puerto Rico may take up to 14 business days.
I ordered something on preorder. When will it ship?
Estimated ship dates are shown on the product page when you place your order. You can check your order status using your order number and shipping zip code. If you need more details, email us at [email protected].
I’d love to give this as a gift! What does the gifting look like?
Orders ship in standard packaging. At this time we do not offer gift wrapping, but you can add a gift note during checkout (if your platform supports it).
I received this as a gift, can I exchange it?
Yes. Please contact us at [email protected] with the order number (if available) or the gift giver’s name and email. We will help you start an exchange.
How do I find my order number?
Your order number is in the confirmation email sent to you right after purchase. If you can’t find it, email us and we’ll help.
Returns & Exchanges
What is your return policy?
You may return unused, unwashed, and undamaged items within 30 days of delivery for a refund or exchange. Return shipping fees may apply unless the return is due to our error. Original shipping fees are non‑refundable.
How do I start a return or exchange?
Visit our Returns page or email [email protected] with your order number and the item(s) you wish to return. We will provide instructions.
I’m having trouble initiating a return. Can you help?
Absolutely. Just email us at [email protected] with your order number and a brief description of the issue. We’ll get back to you within one business day.
I just ordered but I picked the wrong color – what should I do?
Within 60 minutes of placing your order, you can cancel and reorder using the “Edit or Cancel” link in your confirmation email. After 60 minutes, email us as soon as possible. Once an order is in fulfillment, we may not be able to make changes.
Product Care – Cookware
How do I care for the ceramic non‑stick coating (Always Pan, Perfect Pot, etc.)?
Hand wash with warm soapy water and a soft sponge. Let the pan cool before washing to avoid temperature shock. Avoid metal utensils, high heat without food, and the dishwasher (hand washing is best). For stubborn stains, use a paste of baking soda and water.
How do I care for the non‑stick coating in general?
Same as above – gentle hand washing, low to medium heat, and wooden or silicone utensils.
Where can I find the dimensions of your products?
Product dimensions are listed on each product page. If you need additional measurements, email us and we’ll help.
Product Care – Tableware
Can I put Our Place Tableware in the fridge or freezer?
Yes, the tableware is safe for fridge and freezer use. Avoid extreme temperature changes (e.g., from freezer directly into a hot oven).
Is your Tableware dishwasher safe?
Yes, Our Place tableware is generally dishwasher safe, but hand washing is recommended to preserve colors and finish over the long term.
Are the Night + Day Glasses and Mugs safe for hot beverages?
Yes, they are designed for both hot and cold beverages.
Product Care – Kitchen Tools
How do I care for my Walnut Cutting Board?
Hand wash with mild soap and water. Do not soak or put in the dishwasher. Occasionally rub with food‑safe mineral oil or walnut oil to prevent drying and cracking.
How do I clean and care for my knives?
Hand wash and dry immediately. Do not put knives in the dishwasher. Use a honing rod regularly and sharpen as needed.
My Walnut Cutting Board looks like it’s splintering. What can I do?
Lightly sand the surface with fine‑grit sandpaper, then wipe clean and re‑oil with food‑safe mineral oil. If splintering is severe, contact us for advice.
Electrics (Wonder Oven, etc.)
How do I clean the Wonder Oven?
Unplug and let it cool. Wipe interior and exterior with a damp cloth. The removable parts (baking pan, rack) are dishwasher safe or can be hand washed.
What can I use with the Wonder Oven? Can I use non‑Our Place cookware?
Yes, you can use any oven‑safe dish, glass, ceramic, or metal bakeware that fits inside. Aluminum foil is also fine. Avoid plastic or non‑oven‑safe materials.
I lost my Wonder Oven User Manual. What do I do?
Email us at [email protected] and we will send you a digital copy.
Account & Order Help
Do I have an account? How do I see my order information?
You can create an account at checkout or through our site. Once logged in, you can view past orders and tracking information. If you checked out as a guest, use your order number and email to look up your order.
How do I unsubscribe from your mailing list?
Click the “unsubscribe” link at the bottom of any marketing email, or email us with “Unsubscribe” in the subject line.
Other Questions
What should I look for to know if it’s time to replace my current kitchenware?
If you see peeling non‑stick coating, deep scratches, warping, or rust that cannot be removed, it’s time to replace the item. For ceramic coatings, loss of non‑stick performance is also a sign.
I’d like to send a batch number for my product. Where can I find that?
Batch numbers are usually printed on a sticker on the product packaging or on the bottom of the pan (for cookware). If you cannot find it, contact us and we’ll help.
Still need help?
Email: [email protected]
Phone: (760) 322-0883
We typically respond within one business day.