Yes. Click on the
GIFT CARDS link in the header of any page.
>Can I use my gift card anywhere in your
company?
Yes. Gift cards may be used in our stores, on our website and when ordering by phone.
>I have an old gift card. Can I still use
it?
Our gift cards have no expiration date. You can use these to purchase items through
our website but your transaction will also require a credit card. They can be used
in any of our stores or to make a catalog purchase. If you are ordering by phone
please let the customer service agent know your gift card number. Gift cards are
not redeemable for cash.
>Do you charge shipping for gift cards?
No, we don't charge for standard shipping if you purchase a gift card. Express delivery
is $6.50. If you prefer overnight delivery there is a $10.00 charge. Overnight orders
must be in by 10:00 am PST to qualify for delivery on the next business day.
Purchasing a Gift
>Can I send a gift to someone else in
addition to myself?
Yes. We offer the ability to ship an order to multiple addresses.
>Do you gift wrap?
Yes. Click on the "Yes, gift wrap" box on the Shipping and Gift Options page during
Checkout. Cost is $5.00 per item.
>Can I write a gift message?
Yes, you can include a gift message with your order.
>What if I paid for gift wrap and didn't
get it?
We will refund the gift wrap charge to your account.
>What if I want to return a gift?
If for any reason you're not completely satisfied with your gift, we will either
replace it or exchange it for another item or a Sur La Table gift card for the amount
of the return.
There are two ways you can return merchandise to us. You can take it to any one
of our stores or return it to us by mail. If you choose to mail your return, please
complete the Return Form located on the back of your invoice included with your
package. Then repack the product in the original packing materials used for shipping,
and enclose your completed Return Form. If you do not have your invoice please include
a note letting us know your name, address and phone number, why you are returning
the package and how you would like us to proceed with your return/exchange/refund.
For your convenience, the Return Form includes a pre-addressed Return Label that
you may use to ship the package back to us. Simply attach the label to your package
and ship it back to us. Please note: The shipping is NOT prepaid.
We recommend that you send your package via a traceable method.
Payment Options
>What method of payment do you accept?
Sur La Table accepts:
Visa™, Master Card™, American Express™ and Discover™ credit
cards.
Sur La Table Gift Cards
>Is it safe to use my credit card?
Yes, we encrypt all information that's sent via the Internet.
How to Order
>How do I order?
There are a number of ways you can place an order.
On our website, go to the product page of the item you are looking for and click
the "ADD TO CART" button. Follow the instructions through the shopping cart.
You can call toll-free 24 hours a day and order through our Customer Service Department
at 800.243.0852.
You can visit a store near you.
>How do I change my order?
You may change your order at any time before you click the final SUBMIT ORDER button.
Once you have submitted your order it can't be changed.
>What about backorders?
Our products are sometimes backordered. In this case you will be notified by email
or USPS mail that the item is currently on backorder and when it is expected to
be restocked. If the backordered item is part of a larger order, you will not be
charged for that item until it is sent to you. You will not be charged for any additional
shipping.
>How do I cancel my order?
Please note: To best serve our customers we process orders immediately
upon receipt. During the checkout process you may make changes to your order but
once it has been submitted, your order cannot be altered. Our goal is to make sure
that when you place your order we begin processing it right away to provide you
the best service and quickest delivery. We do offer a 100% satisfaction guarantee
on all of our products so you can return anything you purchase. The order can also
be refused for acceptance and it will be returned.
>How do I order using a catalog?
Customers are now able to use our Catalog Quick Order feature on our website.
>Do you send order confirmations?
We automatically send you an email confirmation of your order, usually within an
hour of when your order was placed.
>What if I don't receive a confirmation
of my order?
If you don't receive confirmation of your order within 24 hours, send us an email and one
of our agents will check our system for your order. Our customer service agents
answer email inquiries from 7:00 am to 5:00 pm PST, M-F. Please provide us with your
last name, your billing zip code, and the date the order was placed.
>How do I place an order to be sent to another
country?
Please call 800.243.0852 for assistance. We currently do not offer International
ordering on our website.
>What if I'm having trouble ordering from
your site?
Customers sometime experience problems that are related to the security settings
on their browser (Netscape, IE, and AOL). Please send us an email and we
will assist you. You can place your order by calling 800.243.0852 24 hours a day.
Sales Tax
>How does your site calculate sales
tax?
We charge sales tax in the states where we have a retail store presence. Taxes are
calculated according to where your order is being shipped.
Technical
>What are the browser recommendations for
using surlatable.com?
In order to access all the features of our website, you need to have cookies and
Javascript turned on. Our site looks best when viewed on high-color screens with
800-wide by 600-high pixel resolution or better.
>What is a "cookie"?
A cookie is small text file that is automatically saved by your browser on your
computer. Your browser cannot save cookies unless you allow it to do so.
>Why does surlatable.com use cookies?
Our site uses cookies to identify you as a unique visitor and to personalize your
shopping experience. For example, if you have items in your shopping cart and leave
our site or close your browser, the cookie helps us to identify you upon your return,
so the contents of your cart will still be there for you. Your privacy and security
are not compromised when you accept a cookie from our site. Cookies are encrypted
and sent securely, and no personal information is collected by or stored within
this cookie.
Registration and Mailing Lists
>How do I manage My Account?
To manage your account on surlatable.com you must be registered. To sign in or register,
click on
MY ACCOUNT in the header of any page. You will be asked to sign on if you
haven't already, or to create a new account. If you are experiencing difficulty please
send us an email.
>How do I sign up for SLT News & Events Email?
Enter your email address in the SIGN UP FOR SPECIAL OFFERS & EVENTS field at the
bottom of our webpage.
>How do I sign up for your newsletter?
Click on the "Sign up for Special Offers & Events" Subscribe button in the bottom
navigation bar of every page. There are also "click box" selectors on the bottom
of our checkout pages which, if selected, will automatically sign you up to receive
our newsletter.
>Why can't I log on to my cooking class
account on www.surlatable.com?
MY ACCOUNT on the mail Sur La Table website, www.surlatable.com, and the Cooking
Class program site do not share the same account information. Go to the Cooking
Class program site to access your cooking
class account.
>How do I change "my information"?
In order to revise your billing information & shipping addresses, you will need
to have previously registered with surlatable.com. Just click on MY ACCOUNT in the header of
any page. You will be prompted to sign on if you hadn't already. If you are experiencing
difficulty please send us an email.
>How do I remove my name from your catalog
and newsletter lists?
For the catalog, send us an email or write our customer service department
and ask an agent to remove your name from our list. It may take up to 12 weeks to
completely remove your name from our list.
If you're receiving our newsletter and want to unsubscribe, there is a link at the
bottom of the newsletter which allows you to unsubscribe. Click on this link and
you'll be taken off our mailing lists.
>Do you share my information with other
businesses?
>Could you tell me about your Professional
Discount?
We are happy to provide a courtesy discount to chefs, culinary students and food
service professionals. Please fax proof of your professional status or business,
such as a copy of your business license, business card or letterhead, to our customer
service department at 317.858.5521. Once we have your fax on file we can apply your
discount on your next orders. Discounts can only be taken when calling in your order
800.243.0852.
Product Information
>What if I have a question about a product?
Please send us an email. We'll make every effort to respond with
the information as quickly as possible.
>What if I see something in a store and
not online?
You may not be able to order that item online because the item number is not in
our online database. In order for us to try and find this product for you we need
to know the product number. Please write it down and send us an email or call
our toll-free number 800.243.0852 and we'll try and locate it for you. Please note
that some items may be discontinued and therefore unavailable.
>How do I search for a product?
There are two ways to search on our site.
"Keyword" or "Product number" search. Type in the item number or a keyword and the
search engine will take you to the corresponding results page.
"Brand" field: allows you to look for products by a certain manufacturer, e.g.,
All-Clad or KitchenAid. Go to this feature on the left navigation bar and select
from the pull down menu which brand you'd like to see.
Gift Registry
>How do I view or make changes to my Gift
Registry or Wish List?
The Gift Registry web site does not share account or order information with surlatable.com.
Click on the Gift Registry menu item at the bottom of this page to access the Gift Registry site.
>Why are some items listed as ‘in-store’?
Our company’s complete inventory is currently not available through the online Gift
Registry. Items listed as 'in-store' can only be purchased by either visiting a
Sur La
Table retail store or by contacting customer service at 866.328.5412 during
regular business hours. If necessary, our customer service representatives can make
changes to your registry by adding or removing any requested items. If an item is
marked 'in-store', we may not be able to include a picture or full description.
>After I’ve have added ‘in-store’ items
to my registry, why don’t I see them?
Currently, products marked as ‘in-store’ cannot be viewed on the Gift Registry website
if a registrant is attempting to update their registry. We are actively working
on a solution to this problem. You can view “in-store” products following these
instructions:
Click on the Printer Version button. This will open a PDF file in the browser, which
contains an accurate listing of all (including “in-store) products for the registry.
Since 'in-store' products cannot be viewed in Update Registry, you cannot delete
or change any quantities. To make any changes, please contact Sur La Table directly
at 866.328.5412 or access the account at a kiosk in the nearest store Sur La Table retail store.
'In-store' products can be viewed and purchased by any guest using the Give a Gift
feature.
>Why are there no items in my shopping cart?
A number must be typed into the quantity box before clicking add to cart.
>What do you charge for gift wrap
Gift wrap charges are $5.00 per order. Our system currently displays $5.00 per item
but, when processed you will be charged correctly. Your final credit card bill will
reflect a single $5.00 gift wrap charge.
SLT Channels of Business
>Are there differences in prices among your
three channels of business?
We make every attempt to have consistent pricing throughout our website, catalog
and stores. In the case of a discrepancy, please send us an email.
Information for Vendors
>Where can I get more information about
being a vendor?
Did you use a credit card to purchase merchandise
or to return merchandise for a credit card refund at a California Sur La Table
between March 3, 2006 and May 13, 2008? If so, you may be entitled to
receive a $5.00 Gift Card for use in any California Sur La Table or on Sur
La Table's official website. You can obtain a copy of the full
Notice of Proposed Class Settlement, Claim Form, and Request for Exclusion
Form.
For customer service or to order by phone, call 800.243.0852
