CUSTOMER SERVICE ISSUES

PAYMENT & PRICING

When you place an order with Denali Knife Center, your credit card information is captured by a secure gateway that verifies the availability of funds. You credit card payment for the total amount of your order is processed when your order clears the detail bench and is packed to ship.

VIEWING ORDERS

You can check and track the status of your order by logging into your account dashboard or by clicking on the link on your email confirmation. 

ORDERING AND CHECKING-OUT

When you order from our web site it often take us few days to get it together as we are a small studio and everything is hand crafted and we are normally focused on crafting a custom piece for someone else. Drawing our attention away at the wrong time could affect the quality of our piece and we don’t want to sacrifice quality for anything. 

After the order is accepted each piece will go to the detail bench the next day. The detail bench is where we hand check every piece one last time before it ships, usually it takes a day or two. Then once it is approved for release it will go to the shipping table and the confirmation email is sent.

Your order is managed by our office in Alaska. 

Once your order has shipped, you can check the status and track your order by logging into your dashboard or clicking on the link you received in the order confirmation email. 

Orders placed by phone, are immediately entered into the system and are shipped as described in the orders and shipping section.

Our checkout is a simple 5 step process.

Step 1

You are asked whether you want to check out as a guest, register, or login (if you are a registered user)

• Checkout as Guest if you don’t want any of your personal information to remain stored on our system.
• Register if you want to become part of the Denali Knife Center community, and have an easy access to your order history and status. This will also help us keep track of your purchase for your future convenience.
• Login if you are a registered user and want to use the personal information and shipping address that are linked to your profile.

Step 2 & 3

Select and fill-in your billing and shipping information.  Enter your billing information as it appears on your credit card statement. If the billing information you provide is different from the information on file with your credit card company, they will not approve the purchase and your order will be delayed.

Step 4

Choose you shipping method

Step 5

Select and enter your payment information.  We accept Visa, Mastercard. We also accept Paypal payments. If you’re worried about using your credit card over the Internet, take a minute to read the Privacy and the Security sections on this page.

Step 6

Review your order before submitting it. From this screen you can also edit your cart and/or go back to any of the previous steps to make changes.

SHIPPING & DELIVERY

Denali Knife Center uses the best carriers in the business to make sure your order gets to you on time. From the Secure Checkout page you’ll see your item description, price and ‘Ships:’ time.

Ships Time

The ‘Ships’ time is an estimate of Denali Knife Center when the item will leave our studio in Denali National Park, Alaska. For example, if an item displays “Ships: Within 48 hours,” the item will leave our warehouse within 24 hours after you place your order and the item has cleared the detail bench for final inspection. Occasionally, we will confirm ship and delivery times, then learn we are unable to fulfill the order due to low product availability or it for some reason did not clear the detail bench. In these rare cases, we will notify by email of the new ship and delivery times.

Shipping Methods

Once the item leaves Denali Knife Center’s studio in Denali National Park, Alaska everything is tracked by the shipper you have chosen. REMEMBER… we only go to the post office once a week and in the winter season that depends of weather conditions. 

The Shipping Method you choose on the Cart page determines how quickly your shipped item delivers to your doorstep after that.

USPS

• Shipping Methods:
• Standard Ground Shipping → Delivers within 15 business days*
• Guaranteed 2 Day Shipping → Delivers within 3-5 business days*
• Guaranteed 2-3 Business Day Shipping → Delivers within 5-7 business days*
•  

       *These are estimates, shipping from remote Alaska there are no guaranteed delivery dates. Delivery will be quicker in Alaska and may be longer in non-continental U.S. areas.

*** in rural Denali, Alaska there is no such thing as overnight or two day air…please don’t expect the post office to perform like in the city.

UPS

The nearest UPS shipping center is a 2 1/2 hour drive – one way and in the winter that can turn out to be a 2 day trip. So if UPS shipping it may not arrive at their shipping center for 10-15 days. We will take it when we go to town the next time for groceries.

Since the actual delivery of your order can be impacted by many events beyond Denali Knife Center’s control once it leaves our facilities, Denali Knife Center cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.

Insurance

All Denali Knife Center shipments are insured for the full value of the items purchased. The cost of Insurance is included in the shipping price.

RETURNS & REPLACEMENTS

We fundamentally believe you will be thrilled with the products you purchase from Denali Knife Center. That’s because we go out of our way to ensure that they’re designed and built to be just what you need and want. We understand, however, that sometimes a product may not be as you expected it to be. In that unlikely event, we do have a full-refund-no-questions-asked policy.

You may return your product in mint condition, with any included accessory, with its original receipt (or gift receipt), within 30 days of purchase for a full refund in store credit. We will endeavor to find the right item for you. Simply fill out and print the ‘Merchandise Return Form’, click here

REPAIRS

If you’re unsure whether your product needs repair or not, please send an email to orders@denliknife.com, and we will help determine if you need to send your product to us. Download the repairs form here 

Turnaround times generally range from 6 to 9 weeks depending on complexity of repair, required materials, etc. and the time of season. We are closed during much of the winter months as the post office and other services are not accessible.

JEWELRY CARE

Denali Knife Center’s jewelry is designed for daily wear, but also requires proper care. Use the following guidelines to protect your DKC jewelry and ensure your enjoyment and ability to wear for generations to come.

General Care

• Choose jewelry for daily wear that syncs with your lifestyle and activities.
• Treat your jewelry as if it were an heirloom.
• Remove jewelry when performing manual tasks (gardening, housework, or exercise) to prevent physical damage or exposure to chemicals or cleaning fluids.
• Apply cologne, lotion or any type of cosmetic product before you dress.
• Avoid swimming or showering while wearing your jewelry.
• Avoid exposing your jewelry to chlorine, salt water, or other corrosive substances.
• Avoid exposing your jewelry to household cleaning products.

Cleaning

• When you remove your jewelry, wipe it with a clean soft cotton or flannel cloth to remove perspiration, oils, or other air pollutants which might contain chlorine or sulfur.
• Use only a clean soft cloth, a soft brush, or a polishing cloth to clean your jewelry.
• Our antiqued oxidized silver finish is intentional, so don’t use silver polish or dipping solutions as they will remove the finish.

Maintenance

• Inspect your jewelry regularly for damage or potential problems.
• Wearing your sterling silver jewelry regularly will help prevent unintended tarnish.
• Store your jewelry individually in the tarnish/corrosion resistant pouches that it came in, or a soft cloth lined box wrapped in tissue paper to prevent scratches and tarnish.

Repair

Should your jewelry need repair, please complete the repair form here and ship it to us with the item.

LEATHER

Leather is a beautiful natural material that will maintain its look and feel if cared for properly. To prolong it’s longevity you should avoid getting it wet and avoid chemicals which can damage or discolor the leather. Most leathers will relax or stretch over time, this stretching is inherent in the leather and not a defect of the material. Another feature of genuine leather is that it may age in a way that affects its color and shading. The color changes are often caused by oils in the skin.

ACCOUNTS, PASSWORDS AND SECURITY

Certain features or services offered on or through the Site may require you to open an account (including setting up an Denali Knife Center ID and password).

You can login and manage your account clicking here or pasting the following url into your browser: www.denaliknife.com and use the login link at the bottom of the page. 

You are entirely responsible for maintaining the confidentiality of the information you hold for your account, including your password, and for any and all activity that occurs under your account as a result of your failing to keep this information secure and confidential. You agree to notify Denali Knife Center immediately of any unauthorized use of your account or password, or any other breach of security. You may be held liable for losses incurred by Denali Knife Center or any other user of or visitor to the Site due to someone else using your Denali Knife Center ID, password or account as a result of your failing to keep your account information secure and confidential.

You may not use anyone else’s Denali Knife Center ID, password or account at any time without the express permission and consent of the holder of that Denali Knife Center ID, password or account. Denali Knife Center cannot and will not be liable for any loss or damage arising from your failure to comply with these obligations.

Our secure servers fully encrypt sensitive data for safe, trouble-free transactions. Denaliknife.com utilizes the latest security methods and fraud detection techniques to protect any and all information you entrust to us.

If you use Mozilla, Chrome, Internet Explorer, of Safari as your Web browser (and are not using a relay or proxy), all Denali Knife Center transactions are fully encrypted and secure. If you use a relay or proxy, check your browser’s lock indicator (usually a picture of a lock or a key) to see if it is secure. Credit card information transmitted online is encrypted by Denali Knife Center in transit, so that even if the information is intercepted, because it is encrypted, it is useless to a would-be thief.