Frequently asked questions
Shipping
How much is shipping?
Free on orders of $50.00 USD or more. Below that, a flat standard rate is shown at checkout before you pay.
How long does delivery take?
Orders are dispatched within 1 to 2 business days. Standard delivery then takes 5 to 10 business days, so 6 to 12 business days in total.
Where do you ship?
Within the United States. If your address is not accepted at checkout, we do not yet deliver there.
Do I get tracking?
Yes. You receive a tracking number by email when your order ships. It can take up to 48 hours to become active with the carrier.
Why did my order arrive in two parcels?
Multi-item orders sometimes ship separately. There is no extra charge, and each parcel is tracked on its own.
Returns and refunds
What is your return window?
30 calendar days from delivery.
Who pays return shipping?
We do, if the item is damaged, defective or incorrect. If you have simply changed your mind, return shipping is yours.
How long do refunds take?
We inspect the return and notify you within 3 business days. The refund then typically reaches your account 5 to 10 business days later, depending on your bank.
Can I exchange an item?
We do not process direct exchanges. Return the original for a refund and place a new order.
Can I cancel an order?
Yes, at no cost, as long as it has not shipped. Email us with your order number as soon as you can.
Products
Is there a warranty?
Every PREPHAUS tool carries a 1-year limited warranty against manufacturing defects from the delivery date. It does not cover normal wear, misuse or accidental damage.
Are the containers dishwasher and microwave safe?
Our glass containers are microwave, oven and dishwasher safe. Check the individual product page, since materials vary across the range.
Payment
What will the charge look like on my statement?
It appears as PREPHAUS. If you do not recognise a charge, contact us before disputing it and we will sort it out quickly.
Is checkout secure?
Yes. Payments are processed by our payment provider over an encrypted connection. We never see or store your full card number.
What currency are prices in?
All prices are in US dollars (USD).
Still need help?
Email support@prephaus.com or call +593 98 312 0624, Monday to Friday, 9:00am - 5:00pm (EST). We reply within 2 business days.