PLEASE DO NOT SUBMIT MULTIPLE CLAIMS/REQUESTS FOR THE SAME ISSUE - this will cause additional delays in our response.
Always use the same email when communicating with us to facilitate requests.
Please verify your junk mailbox as sometimes our correspondence can end up there.
All claims / requests will NOT be processed unless you fill out our contact form below (steps 1, 2, 3), according to the instructions given in each step.
Once all the information is received, one of our Customer Service Agents will contact you by email or by telephone within 2 to 3 business days. Our Customer Service is open Monday to Thursday from 8:00AM to 4:00PM EST and Fridays from 8:00AM to 1:00PM EST. We are closed on statutory holidays.
DEFECTIVE PRODUCT UNDER WARRANTY
Please make sure you submit a receipt / proof of purchase along with the pictures of the defective product. A receipt / proof of purchase receipt is required for the warranty, as indicated on all our packaging, user manuals and website.
It is likely that we cannot replace a product under warranty without proof of purchase. You must keep the defective product until final settlement of the file.
PURCHASE OF PARTS / PRODUCTS
Please fill out the form below by following steps 1, 2, 3. Make sure you have attached a picture of the part / product in question.
1- How can we help?
Please choose why you wish to contact us
Product warranty
Online shopping
Replacement parts / purchase of new parts
Product information
For which product do you need help with?
Cookware (fry pans, saucepans, stockpots, sets)
Small electrical appliances
Kitchen tools and accessories
Food storage containers
Bathroom scales
2 - Your answer might be here
Have a look at these questions and answers
Is my product under warranty?
The following products have a one-year (1) limited warranty under normal household use:
Starfrit and LocknLock food storage containers
Starfrit, Heritage and Gourmet kitchen tools and accessories
Starfrit and Heritage small kitchen electric appliances
Starfrit Balance bathroom scales
Starfrit and Heritage THE ROCK cookware (fry pans, saucepans, sets, ovenware) have a limited conditional warranty varying between one (1) to three (3) years against manufacturing defects only:
THE ROCK products* – three (3) year warranty on the non-stick coating and a limited lifetime warranty (25 years) on warping(deformation) with proof of purchase
*Exceptions:
THE ROCK Copper Essentials: two (2) year warranty on the non-stick coating with proof of purchase / no warranty against warping
THE ROCK Ovenware: one (1) year warranty on the non-stick coating with proof of purchase / no warranty against warping
Please refer to the product pages online or to the user manual for warranty details.
My cookware’s non-stick coating is not working properly (everything sticks) - is it under warranty?
Please refer to previous question to see if your product warranty is still valid. If the cookware is still under warranty, please fill the contact form and add two (2) pictures of your product (picture of the cookware top-view and from the bottom - pictures need to show the complete product with handles). Our customer service agents will get back to you as soon as possible.
One of the parts of my product is broken, can I buy a replacement part?
Replacement parts are available for most of our products. Please fill in the contact form and add one (1) picture of your product. Our customer service agents will get back to you as soon as possible.
I want to purchase an additional part for my product (lid, container, etc)
Please fill in the contact form and add one (1) picture of your product. Our customer service agents will get back to you as soon as possible.
I would like to track my order
Once the order is paid and confirmed by email, it is sent to our warehouse to be prepared. The status of your order will be updated in your account on the Starfrit website as soon as it is shipped. You will also receive an email from Canada Post with your tracking number.
My rebate / coupon code does not work
Promotional / coupon codes are only applicable on regular-priced items. You cannot combine multiple coupon codes on the same order.
I see transport charges on my invoice, why?
The delivery fees from Canada Post are free if the total of your order once the rebates are applied and before taxes are calculated amounts to $75 or more.
When placing my cookware in the oven, what is the maximum temperature I can use?
Please refer to the product page on our website (www.starfrit.com) - you will find an icon indicating the maximum temperature you can use safely for your product.
Does the non-stick coating of my cookware contain PFOA or PTFE chemicals?
None of our non-stick coatings contain PFOA chemicals. Most of our non-stick coatings contain PTFE chemicals except for our ceramic-coated cookware which contain NO chemicals.
When I clean my The Rock cookware I sometimes find black residue, what is that?
Even after cleaning your cookware, it is possible that food residue are still present in the small air pockets created by The Rock surface treatment. If they come out, you can notice small black particles on your kitchen towel. No worries, this is not the non-stick coating coming off!
Is my cookware compatible with induction stovetops?
Please refer to the product page on our website (www.starfrit.com) - you will find an icon if the cookware is compatible with induction. Also, if you browse our cookware, you can filter products at the top of the page to get the ones compatible with induction cooking.
My cookware says it is compatible with induction but it does not work, why?
Under your cookware piece, the surface of the stainless steel disk should be the same dimension or larger than the induction cooktop’s diameter. A disk smaller than the surface of your induction cooktop won’t conduct heat adequately.
When reading care and use, it indicates that my cookware should never be used at “high”, why?
We don’t recommend that you put your setting at “high” because in the long run, the non-stick coating could be affected and your cookware could become less “non-stick”.
What is the best way to clean non-stick cookware?
Non-stick cookware should always be cleaned with hot soapy water. Stay away from abrasive products or abrasive pads/sponges as it could affect the non-stick coating.
My non-stick cookware sticks, what can I do?
Please see our “warranty” section.
My cookware has warped, what can I do?
Please see our “warranty” section.
I broke my handle; how can I replace it?
Please see our “replacement parts / purchase of new parts” section.
Can I purchase a lid for my fry pan / saucepan?
Please see our “replacement parts / purchase of new parts” section.
Is my product under warranty? If so, what can I do?
Please see our “warranty” section.
I would like instructions on how my product works
When you purchased the product, an instruction manual was inside the box. If you don’t have it, it can be downloaded from the product page on our website (www.starfrit.com). Pictures and videos are also available for most products.
What recipes can I prepare with my product?
Please visit the product page on our website (www.starfrit.com). For most of our products, at the bottom of the page you will find recipes prepared with the product.
Can I purchase more parts for my product?
Please see our “replacement parts / purchase of new parts” section.
Can I buy a replacement part? One of the components of my product broke.
Please see our “replacement parts / purchase of new parts” section.
I would like instructions on how my product works
Please visit the product page on our website (www.starfrit.com) You will find pictures, videos and instruction manuals for many of our products. The instruction manual can be downloaded on the product page.
What recipes can I prepare with my product?
Please visit the product page on our website (www.starfrit.com). For most of our products, at the bottom of the page you will find recipes prepared with the product.
Can I purchase more parts for my product?
Please see our “replacement parts / purchase of new parts” section.
Can I buy a replacement part? One of the components of my product broke.
Please see our “replacement parts / purchase of new parts” section.
What are the dimensions of the containers?
Visit the product page of our website (www.starfrit.com) - product dimensions are shown.
Can I have a replacement part, one of the pieces of my product is broken?
Replacement silicone seals and lids are available for most of the products. Please see our “replacement parts / purchase of new parts” section.
How do I replace the battery?
Please visit the product page on our website (www.starfrit.com. ) - you will find the instruction manual that can be downloaded. The instruction manual indicates how to change the battery of your bathroom scale.
How do I convert from KG to LB on my scale?
Please visit the product page on our website (www.starfrit.com. ) - you will find the instruction manual that can be downloaded. The instruction manual indicates how to change the unit of measure on your bathroom scale.
3 - Write us
Opening hours
Warehouse-Store
Monday to Thursday : 8:30AM to 4:00PM EST Friday : 8:30AM to 1:00PM EST
