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Gatlin and Sons - Customer Support
Call Us at 844.879.4752
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        We strive to provide the best customer service possible to our customers. To help resolve any questions you may have during your visit with us, you will find a list of common questions with answers below. This information will help answer questions that may arise regarding ordering, shipping or returns and refunds.

        In the event that the following information does not help resolve your issue/question, please feel free to contact us using our support request form.

        Ordering
        Q.I was charged a different amount on my credit card statement than what was shown on the email invoice I received. What do I need to do to dispute this?
        Q.Can I order products over the phone instead of the website?
        Q.How will I know that my order has been received and is being processed?
        Q.Can I split an order and send it to two different addresses?
        Q.How do I know my personal information is secure when ordering online?
        Q.Why am I being charged Sales Tax? I thought Internet sales were tax-exempt.
        Q.I order often and do not want to continue to enter my name, address and all other pertinent information. Can I enter the information only once? Can I use it with every order I place?
        Shipping
        Q.How can I track my package once it has shipped?
        Q.Who is the carrier you ship products through? Can I choose a different carrier?
        Q.Do you offer bundle shipping discounts for multiple products purchased on an order?
        Q.How long will it take to receive the product(s) I ordered?
        Q.Can you ship to a P.O. Box?
        Q.Do you ship internationally?
        Refunds/Returns
        Q.The product was damaged when I received it. How do I return it for a new product?
        Q.The product wasn't what I expected. How do I refund the product?
        Q.How many days do I have to return my product?
        Q.Can I return the product direct to the manufacturer or do I need to go through GSKC?
        Q.The products manufacturer's warranty has expired. Can I still return/refund the product through GSKC?
        Q.I was charged a different amount on my credit card statement than what was shown on the email invoice I received. What do I need to do to dispute this?
        A.To confirm the amount charged we will need the order transaction number and a copy of the bank statement showing the transaction amount. Please send the above information to customersupport@gatlinandsonsknifecompany.com.
        Q.Can I order products over the phone instead of the website?
        A.Yes, just call (844) 298-GSKC(4752) to speak to one of our friendly customer service representatives.
        Q.How will I know that my order has been received and is being processed?
        A.You will receive an email confirmation of the transaction immediately after the order is placed online. Once the payment is verified we will begin processing the order for shipment.
        Q.Can I split an order and send it to two different addresses?
        A.Multi-destination shipments are currently not allowed through our checkout system. You will need to place separate orders if you need to ship to multiple destinations.
        Q.How do I know my personal information is secure when ordering online?
        A.All order data (i.e. billing, shipping, credit card information) is entered on secure, PayPal-hosted pages. PayPal is PCI and DSS Compliant so be rest-assured that your sensitive information is safe and secure. Also, as a general rule of thumb, when entering sensitive data always look for the "https" prefix in the address bar of your browser. This lets you know that your transaction is secure (i.e. data is encrypted to/from PayPal).
        Q.Why am I being charged Sales Tax? I thought Internet sales were tax-exempt.
        A.Gatlin and Sons Knife Company is based in Indiana so if your billing zip code is a Indiana zip code, then we will tax your order; otherwise, your order order is not taxed.
        Q.I order often and do not want to continue to enter my name, address and all other pertinent information. Can I enter the information only once? Can I use it with every order I place?
        A.Once you are ready to checkout you will have the opportunity to create a PayPal account by providing your demographic and credit card information. Once created, the next time you come back to the GSKC website and place an order you will just need to login with your PayPal username/password. If you opt to not create a PayPal account, then you will need to re-eneter all information again on your next order with GSKC.
        Q.How can I track my package once it has shipped?
        A.Once your order is process and shipped we will send you a follow-up email with a USPS tracking number and the USPS tracking website location from where you can track the package.
        Q.Who is the carrier you ship products through? Can I choose a different carrier?
        A.We ship all our product orders through our preferred carrier USPS (United States Parcel Service).
        Q.Do you offer bundle shipping discounts for multiple products purchased on an order?
        A.Yes, we make every attempt to combine multiple product shipments when possible and pass that savings on to our customers.
        Q.How long will it take to receive the product(s) I ordered?
        A.You can expect delivery of your product(s) 5 to 7 days from the date your product(s) was ordered.
        Q.Can you ship to a P.O. Box?
        A.Yes, we ship to P.O. Boxes.
        Q.Do you ship internationally?
        A.We currently only ship to the United States and Canada.
        Q.The product was damaged when I received it. How do I return it for a new product?
        A.We feel that each refund/return scenario is unique so we would like to deal with these on an individual basis. If you have a product that needs refunded/returned, then please contact us using our support request form.
        Q.The product wasn't what I expected. How do I refund the product?
        A.We feel that each refund/return scenario is unique so we would like to deal with these on an individual basis. If you have a product that needs refunded/returned, then please contact us using our support request form.
        Q.How many days do I have to return my product?
        A.We feel that each refund/return scenario is unique so we would like to deal with these on an individual basis. If you have a product that needs refunded/returned, then please contact us using our support request form.
        Q.Can I return the product direct to the manufacturer or do I need to go through GSKC?
        A.We feel that each refund/return scenario is unique so we would like to deal with these on an individual basis. If you have a product that needs refunded/returned, then please contact us using our support request form.
        Q.The products manufacturer's warranty has expired. Can I still return/refund the product through GSKC?
        A.We feel that each refund/return scenario is unique so we would like to deal with these on an individual basis. If you have a product that needs refunded/returned, then please contact us using our support request form.
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