Frequently Asked Questions (FAQs)
Below are some of the most common questions our customers ask about rathermark, a brand under YULAN HOME KITCHEN LLC. For further assistance, feel free to reach out at [email protected].
1. When Will My Order Be Processed?
Our warehouse team processes orders within 2–4 business days (Monday through Friday, 7:00 AM to 6:00 PM Pacific Time). Orders placed after 6:00 PM PT or on weekends/holidays will begin processing on the next business day.
2. How Long Does Shipping Take?
Once your order is processed, delivery typically requires 7–15 business days. We ship exclusively within the United States using FedEx, UPS, or USPS. Please keep in mind that unforeseen events—like weather conditions or high-volume periods—may affect final delivery times.
3. Do You Offer Free Shipping?
Yes. Orders totaling $99 or more qualify for free shipping within the US. For orders under $99, a flat shipping fee of $7.99 applies at checkout.
4. Can I Track My Package?
Absolutely. Once your order ships, you will receive an email containing a tracking number. Click on the provided link to monitor your package’s journey and view the expected delivery date.
5. What Payment Methods Do You Accept?
We currently accept PayPal and Stripe for smooth and secure online transactions. All major credit and debit cards are supported through these gateways. If you experience any payment issues, please contact us at [email protected].
6. Is My Payment Information Secure?
Yes. We utilize industry-standard encryption protocols such as SSL (Secure Socket Layer) to protect your financial details. Neither we nor our payment partners store full credit card data on local servers, adhering to strict PCI DSS compliance standards.
7. What Is Your Return Policy?
We accept returns within 30 days of delivery, provided items are unused, undamaged, and in their original packaging. If your return is approved, we typically issue refunds to your original payment method within 2–5 business days. Please review our full Refund & Returns Policy for more details.
8. Who Covers Return Shipping Costs?
Customers are responsible for 10% of the return shipping costs, unless the item arrives damaged or defective. If you receive a damaged product, notify us within 7 days so we can arrange a complimentary return.
9. Can I Cancel or Change My Order?
- Cancellation: If you need to cancel your order, email us within 24 hours of placing it.
- Address Changes: If your order has not yet shipped, we will do our best to update the shipping address. Once the package is in transit, changes may not be possible.
10. Do You Offer a Warranty?
Yes. All rathermark products include a 1-year limited warranty, covering manufacturing defects. Normal wear and tear or misuse are not covered. For warranty inquiries, reach out to us at [email protected].
11. Will I Be Charged Sales Tax?
We charge a 5% tax on all orders shipped within the United States. This tax is calculated at checkout based on your shipping address.
12. Do You Ship Internationally?
No. At this time, we only ship within the United States. We do not offer international shipping or service PO Boxes and APO/FPO addresses.
13. What If My Order Arrives Damaged or Becomes Lost in Transit?
- Damaged on Arrival: Please email us within 48 hours of delivery, providing photos of the packaging and item damage.
- Lost Shipments: If tracking indicates your package was delivered but you cannot locate it, contact us, and we will work with our carriers to find a resolution.
14. How Can I Contact Customer Support?
Company Name: YULAN HOME KITCHEN LLC
Company Number: 202358012908
Address: 2338 Arcdale Ave, Rowland Heights, Ca, 91748, USA
Email: [email protected]
Phone: +1 (716) 830 1323
Contact Form: Click here
Business Hours: We are available Monday – Friday 7:00 AM to 6:00 PM (Pacific Time, PT) to assist you with any inquiries.
Response Time: Our dedicated customer service team strives to respond to all inquiries within 12 hours during business days, ensuring prompt and reliable support.
If you didn’t find an answer to your question, feel free to get in touch. We appreciate your trust in rathermark and look forward to serving your home kitchen needs again soon