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Home > Customer Service > FAQ
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- Will you share my information with other companies?
- Is my order transaction and information secure?
- How secure is Authorize.Net?
- What forms of payment do you accept?
- How do I place an order?
- Does GerberKnivesDirect.com accept international orders?
- How soon will my order ship?
- How long will it take for my order to get to me?
- I want to have my order shipped to a different address, will this cause any delays?
- What if an item I order is out of stock?
- What if I get the wrong item or want to return something?
- What should I do if a product arrives in a damaged condition?
- How do I cancel an order?
- What are my responsibilities as a buyer?
- Do you offer discounts on large orders?
- What is your return policy?
- How are backordered items handled?
- I'm not sure the knife I want to order is legal in my state. What do I do?
- My Gerber knife is broken. How can I get it repaired or replaced?
- I own a Gerber knife. Can I send it in for factory sharpening?
Will you share my information with other companies?
We will never share any personal information including your email address for any reason other than required by law.
Is my order transaction and information secure?
For transaction security, we use Authorize.net and their 128-Bit SSL (Secure Sockets Layer) technology. We also implement daily security scans by McAfee to ensure our customers internet safety and security. Your account information and transaction data are stored in encrypted databases. Most browsers will indicate a secure connection within the status bar at the bottom of your screen. (Look for the padlock during checkout)
How secure is Authorize.Net?
Authorize.Net is uncompromising when it comes to providing merchants with secure, trustworthy payment gateway services. For receiving and transmitting customer payment information, Authorize.Net implements the most advanced Internet security protocols including 128-bit Secure Sockets Layer (SSL). On top of that, Authorize.Net consistently employs an extensive number of strong practices, procedures, and industry-leading technologies to maintain tight security for the entire payment gateway platform. We also maintain compliance with high quality security programs developed by the card associations, such as Visa Cardholder Information Security Program (CISP) and MasterCard Site Data Protection (SDP); and are continually investing time and money to maximize the security surrounding the payment gateway. Vist Authorize.net for more info.
What forms of payment do you accept?
We Accept Visa, Mastercard, Discover, American Express, PayPal, Checks and Money Orders.
How do I place an order?
To purchase online, click on the "Add to Cart" button and you will be directed to the shopping cart for review. You can continue shopping at this point or simply choose the quantities you would like and finalize your order. You will be given the opportunity to adjust your billing and shipping information and then you will be prompted for your credit card or PayPal information. At this point, you will be ready to place your order. After your order is processed and approved, you will receive an email confirmation. Once your order has been processed for shipment, you will receive a shipment tracking number so you will have the ability to track your package. You may also call us at 866-478-8271 to place your order by phone.
Does GerberKnivesDirect.com accept international orders?
Currently, we only ship within the US, Canada and Australia.
How soon will my order ship?
Orders received before 2 pm EST are usually shipped the same day, "except on weekends and holidays". Orders received after 2 pm EST are usually shipped the next day by noon. We make every effort to ship out all orders received on Friday before day's end. The carriers we use are UPS, FedEx, and the US Postal Service. If you are shipping to a PO box, please note that only USPS will deliver to Post Office boxes. Please verify all shipping and billing information before submitting your order.
How long will it take for my order to get to me?
USPS Priortiy Mail is the standard shipping option and usually takes 5-10 business days for delivery. We do, however, offer other shipping options for faster service including UPS Next Day Air, UPS 2nd Day Air and UPS Ground (3-5 business days).
I want to have my order shipped to a different address, will this cause any delays?
When shipping to a different address (other than your billing address) a delay in shipping your order may be due to our authorization/verification procedures. Because of this, be sure to include your daytime phone number so that we may contact you. This will help expedite your order.
What if an item I order is out of stock?
In case an item is out of stock, we will contact you before back-ordering the product(s) and notify you by email or phone about the current situation. You may choose to wait for the restock, exchange it for another item, or cancel the order and receive a full refund.
What if I get the wrong item or want to return something?
In the rare case that we goof and send you the wrong item, please send it back in its original package. You will be reimbursed for the shipping charges. If you goofed and ordered the wrong item or want to return something, you may be subject to a 20% re-stocking fee (very rare) and shipping charges. Each case is different and any applicable charges will be determined by our staff. The product must be in new condition and in the original packaging. To return an item, please call 866-478-8271 or email us with order details at support@GerberKnivesDirect.com and we will forward you instructions. You should use a track-able package delivery, i.e. UPS GROUND or USPS PRIORITY with delivery confirmation. The purchase price of the item (minus Shipping) will be refunded to you as a credit and will be issued in the same manner payment was made to us. PLEASE ALLOW 2 WEEKS for credits to be issued.
What should I do if a product arrives in a damaged condition?
We inspect all items prior to shipment. We insure each item but we are not responsible for damage incurred in shipping. If your package is damaged in shipment, you must save all packing materials and contact the carrier (UPS at 1-800-PICKUPS, or the US Postal Service) immediately. DO NOT RETURN THE PACKAGE TO US, but do contact us and let us know that there is a problem so that we may follow up with the carrier.
How do I cancel an order?
Orders can be cancelled up until the time the item has been shipped. Please contact our Customer Support Center at (866) 478-8271 to cancel your order.
What are my responsibilities as a buyer?
Though anyone can buy accessories such as sharpeners, sword stands, and knife display cases, you must be at least 18 years of age to purchase weaponry (i.e. knives, axes) from GerberKnivesDirect.com. The buyer has sole responsibility for ascertaining and obeying all applicable local, state, federal and international laws regarding the possession and use of any item purchased from GerberKnivesDirect.com. All products are sold subject to public law 90-351, title III, U.S.D., Section 2511, and any local, state or federal ordinances. Consult your local and state laws before ordering if you are in doubt. By placing an order, the buyer represents that the products ordered will be used in a lawful manner and that he/she is of legal age. GerberKnivesDirect.com will not be liable for the misuse of any product purchased from us or any of our distributors or dealers.
Do you offer discounts on large orders?
Yes, we do offer discounts for large orders starting at $500. Please see more details on our Bulk Orders page or contact us for details as each order is handled individually.
What is your return policy?
GerberKnivesDirect.com offers a 30-day return policy on all items based on manufacturer return policies. All products returned MUST: be 100 percent complete and contain ALL original manufacturer boxes with the original UPC code and packing materials, all manuals, blank warranty cards, accessories and any other documentation included with the original shipment. Shipping charges on returned items are the customer's responsibility; GerberKnivesDirect.com will match the shipping method and pay for shipping on defective item(s) only. GerberKnivesDirect.com reserves the right to authorize product returns beyond 30 days from the invoice date. IF the product is accepted after 30 days, credit will be issued toward FUTURE PURCHASES ONLY. Original shipping charges are not refunded on returned items. See more on our Returns page.
How are backordered items handled?
Backordered items are those that the manufacturer does not have in stock and is not expected to ship for 3-4 weeks. We endeavor to keep all items in stock in a good amount in order to quickly get your item to you. However, when an item is backordered from the manufacturer, we will ship out the in stock items via the shipping option you chose at the time of order placement. When the backordered item(s) becomes in stock, we will ship it out via UPS Ground or USPS for no additional fee.
I'm not sure the knife I want to order is legal in my state. What do I do?
Knife ownership and carry laws differ from state to state, as well as municipality to municipality. You must be at least 18 years of age to order from GerberKnivesDirect.com. Being in compliance with your local/state laws is completely your own responsibility. Contact your local law enforcement agencies for laws/ordinances/codes in your area prior to placing an order.
My Gerber knife is broken. How can I get it repaired or replaced?
When sending your knife for warranty or repair- include a description of the problem and how it occurred. Include: Company or individual name, return address (no P.O. Boxes please) daytime phone number. We recommend shipping UPS or registered mail for your tracking purposes.
Gerber Gear
Attn.: Service and Repair
14200 SW 72nd Ave.
Portland, OR 97224
Phone: 800-950-6161
Fax: 503-906-1484
Email: sales@gerbergear.com
Do NOT send your knife to GerberKnivesDirect.com for repair, as we are not a warranty or repair facility. We will only send it back to you with a shipping charge.
I own a Gerber knife. Can I send it in for factory sharpening?
Yes. Gerber Blades does provide a sharpening service that will put that factory edge back on to your knives. The charge is $3 per knife for single edge knives and $6 per knife for double-edged knives. Plus, there will be a $3 total charge to ship the knives back to you. At this time Gerber Blades is unable to sharpen serrated edges. To obtain Gerber Blades sharpening service, send the product, along with an explanation of you request, your name, address, and phone number, and check or money order to the address listed below.
Gerber Gear
Attn.: Service and Repair
14200 SW 72nd Ave.
Portland, OR 97224
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