FAQs

Ordering with Crow Canyon Home

Q. I’m a consumer – how do I purchase your products?

A. To find a retailer that carries our products click here: http://www.crowcanyonhome.com/pages/online-retailers

Q. I’m a business – how do I purchase your products wholesale to carry in my store?

A. United States – To open a wholesale account you can start the application process here: www.crowcanyonhome.com/pages/wholesale. We will also request a copy of your seller’s permit. Once your account is approved you will receive wholesale pricing and instructions on how to order. New wholesale accounts take 3-5 business days to process.

A. International – To see a list of International Distributors click here: http://www.crowcanyonhome.com/pages/international-wholesale If there is not a distributor in your country, you can start the application process for a wholesale account here: www.crowcanyonhome.com/pages/wholesale. We will also request a copy of your seller’s permit or business license. You will be responsible for all duties, taxes, and shipping costs to your country. 

Q. I’m a restaurant/hotel/designer – how do I purchase your products?

A. To open a wholesale account you can start the application process here: www.crowcanyonhome.com/pages/wholesale. We will also request a copy of your business/operating license, or any document that validates you are a business. Once your account is approved you will receive wholesale pricing and instructions on how to order.
We require restaurant buyers to see samples before placing an opening order. If you do not wish to open an account, you can purchase our products retail here: www.crowcanyonhome.com/pages/online-retailers

Q. How do I check the status of my wholesale account application?

A. Once you have successfully submitted your online application, please allow up to 3 business days for it to be reviewed. You should also add admin@crowcanyonhome.com to your emails safe senders list to ensure you receive emails from us.

We will request additional information to complete your account. Once we have received all the required documents you will receive wholesale pricing and instructions on how to order.  

If you have not heard from us within 3 business days, give us a call at 1-800-777-0747, or email info@crowcanyonhome.com

Q. How do I place an order?

A. You can only place an order if you have an approved wholesale account. If you have an account, you can email us at info@crowcanyonhome.com to request the most recent catalog and order form. Be sure to include your business name and information so we can locate your account. Once you have completed your order form you can email it to orders@crowcanyonhome.com or fax it to 415-366-1770. 

A. If you have a sale rep, or to find a showroom near you click here for contact information: http://www.crowcanyonhome.com/pages/reps-showrooms

Q. How do I check the status of my order?

We aim to ship your order within 3-5 business days of receiving it. Once your order ships, transit time will depend on your location and the shipping method you choose.

FedEx Ground Transit Times: 

FedEx Freight Transit Times: http://www.fedex.com/us/freight/transit_maps/OAK.pdf

If you are ordering during a coupon week, or during a peak season please allow up to an additional 10 business days for your order to be shipped.

To check the status of your order you can email: orders@crowcanyonhome.com or give us a call at 1-800-777-0747. 

Q. What is your backorder policy?

A back order is created when you order $100 or more in out of stock items. Once items on your back order become available, you will receive an email with a copy of your order for approval. You can choose to cancel your order, add to order, or hold your order for more items to be available. If we do not receive a reply with 5 business days your back order will automatically be cancelled. 

We will never ship a backorder without your written or verbal approval.

Q. How do I check the status of my backorder?

To check the status of your backorder, contact your sales rep. If you do not have a sales rep you can email us directly at orders@crowcanyonhome.com or give us a call at 1-800-777-0747.

Q. What is your return policy?

Returns must be requested within 10 business days of receiving your order. We asses a 20% restocking fee on approved returns. Return shipping costs are not covered.

We will only accept returns of items that are unused, undamaged, still in their original packaging, and with all their original stickers.

To request a return email the following information to orders@crowcanyonhome.com:

-Business Name

-Invoice/Receipt number

-Product you are returning and quantity 

-Reason you would like to return your products

If your return is approved, you will receive an RMA no. (Return Merchandise Authorization) and the address of our warehouse where you will need to ship the unwanted merchandise. You have 10 business days from the time you receive your RMA no. to return the unwanted merchandise back to us.

Q. How do I request a catalog?

A. To request a catalog contact your sales rep. If you do not have a sales rep, you can request a catalog by emailing info@crowcanyonhome.com. Be sure to include your business name and address.

Q. How do I request a price list?

A. To request a price list contact your sales rep. If you do not have a sales rep, you can request a price list by emailing info@crowcanyonhome.com. Be sure to include your business name so we can locate your account. 

*We only release our price list to approved wholesale accounts.

Q. How do I sign up for the Newsletter and Specials? 

A. To have access to our newsletter and specials you will first need an approved wholesale account. If you have an approved wholesale account email info@crowcanyonhome.com with your business name and preferred email or fax number where you’d like to receive our newsletter and specials.

Shipping & Delivery

Q. What are your rates and transit times? 

A. By default, we ship using Crow Canyon Home’s FedEx account for all parcel shipments. For freight shipments, we have multiple carriers depending on your location and timeframe. You may request for us to bill your own FedEx or UPS account directly. You are also free to arrange your own freight pick up. 

We aim to ship your order within 3-5 business days of receiving it. Once your order ships, transit time and costs will depend on your location and the shipping method you choose.

FedEx Ground Transit Times (origin zip code is 94577): http://www.fedex.com/grd/maps/ShowMapEntry.do 

FedEx Freight Transit Times: http://www.fedex.com/us/freight/transit_maps/OAK.pdf

If you are ordering during a coupon week, or during a peak season please allow up to an additional 10 business days for your order to be shipped.

Q. Do you offer expedited shipping?

A. Expedited shipping for the same day must be requested by 12PM PST. All requests made after this time will be shipped the following day. Give us a call at 1-800-777-0747 for more information. 

Q. Can I use my own shipping account/arrange my own freight?

A. Yes, we can bill your FedEx or UPS account directly. We will need your account number, and the billing address for the account. If the billing address does not match, we will not be able to bill your account.

If you would like to arrange your own shipping with a different carrier, you will need to provide shipping labels and schedule the pick-up. Contact your account manager for more details, or give us a call at 1-800-777-0747. 

Q. Do you ship international? 

A. For international orders, check here if there is a distributor in your area first: 

http://www.crowcanyonhome.com/pages/international-wholesale

If you are unable to find a distributer, we can ship directly to you. You must first have an approved wholesale account. If you do not have an account, click here to start the application process: www.crowcanyonhome.com/pages/wholesale 

You will be responsible for all taxes, duties, and shipping costs. You are also responsible for all testing, and importing regulations required by your country. 

Q. Can I ship to a PO BOX?

A. No, we cannot ship any orders to a PO BOX.

Q. Can I ship to a residential address?

A. Only ground orders can be shipped to a residential address. Shipping costs are higher when using a residential address compared to using a commercial address. Freight orders cannot be shipped to a residential address. 

Q. What is the difference between Ground and Freight?

A. Ground – a ground shipment is an order weighing less than 150lbs. Ground orders are sent in loose boxes and can be shipped to either residential or commercial addresses. No special receiving equipment is required. 

B. Freight – a freight shipment is an order weighing 150lbs or more. A freight order is also known as an LTL shipment (less than truckload). This order is packed onto a pallet, shrink wrapped, and shipped as one large unit. 

Freight orders can only be shipped to a commercial address, and require a forklift or loading dock to receive. If you do not have a forklift or a loading dock, the freight company can provide a lift gate at an additional charge. A lift gate is an attachment used to lower your pallet from the truck to ground level. Lift gate charges start at $65. If you do not request a lift gate at the time you place your order, the freight company may assess additional fees/penalties. 

Q. I received my order and it is incorrect, what do I do?

A. If you are missing items from your order, be sure you have checked thoroughly through all your boxes and packing material. Sometimes smaller items will be nested inside other items for extra protection during shipping. 

If your order is still incorrect, please email orders@crowcanyonhome.com with the following information:

- Business name

- Invoice/Receipt no. 

- Item numbers and quantity

- Brief explanation of why your order is incorrect 

Q. I received my order and an item is damaged, what do I do?

A. All damages must be reported within 10 days of receiving your order. To submit a claim, email orders@crowcanyonhome.com with the following information:

- Business name

-Invoice/Receipt no.

-Item numbers and quantity

-Attach a photo of each damage you are claiming. Photos of damages helps us improve the quality of our product and packaging by giving us more information on why and where the damages are happening.

For more information on how to report a damage you can give us a call at 1-800-777-0747

Product Questions

Q. Where are your products made?

A. Our products have been handmade in Asia at the same enamelware factory for close to 40 years. For more information, click here: http://www.crowcanyonhome.com/pages/product-info

Q. Is enamelware food safe?

A. Crow Canyon home enamelware is completely food safe (even when chipped), and is rigorously tested to meet both FDA and California Food Safety regulations. Crow Canyon Home is also certified by the FDA office in Oakland, CA.  Every shipment that is imported is tested by an independent certified lab before it is shipped to the U.S.

Our commitment to quality and food safety is one of our distinguishing characteristics – our products are not only stylish and add to any home décor, but they are equally safe for use in the kitchen and on the table.   

Q. How do I care for my enamelware?

A. Enamelware can safely be used on the stove, in the oven, on a grill, and over an open fire. Because enamelware is made of a steel core, it should never be used in a microwave. Do not allow coffee servers or teapots to boil dry. This may cause damage to the enamel. If this happens, be sure to allow the pot or server to cool down to room temperature before adding any liquids.

Enamelware can be used in a dishwasher, but avoid harsh detergents and hard water stain remover. These chemicals can dull the shine of your enamelware over time. 

When handwashing enamelware avoid scouring sponges or steel wool. Be sure to only use sponges that are “non-scratch.” 

Be sure to dry your enamelware thoroughly after washing and do not allow to sit in water for an extended period of time. Only stack enamelware dishes once they are completely dry. If they are stacked while still wet, this will cause them to stick together and may be extremely difficult to pull apart. 

Be careful when using sharp-edged metal utensils, this can cause scratches. To avoid scratch marks on your enamelware, use rubber or wooden utensils.

If your enamelware is dropped or handled too roughly, it may cause the enamelware coating to chip. If your item chips, it is still perfectly food safe. To avoid rusting on the exposed steel be sure to dry the item immediately after washing. If rust does appear it can be removed by gently scrubbing with a baking soda and lemon juice paste.

Additional resources on how to care for your enamelware can be found here:

http://awesomesauceasshattery.com/2015/04/28/how-to-clean-vintage-enamelware/

http://www.countrycleaver.com/2015/01/how-to-remove-stains-from-enameled-cookware.html

http://www.designsponge.com/2013/01/before-after-cleaning-vintage-enamelware.html

Q. Do you offer customization?

A. If you would like to add a custom design or create a custom colorway, the minimums start at ~1,000 pieces per style. Minimums cannot be combined or spread between different product styles. The lead time for production is 120 days. 

If you need a smaller quantity or faster turnaround time we can refer you to a printer. You will need to obtain pricing and minimums directly from the printer you choose. Some printers have limited abilities to customize only on mugs or tumblers.

To find out more information on customizing enamelware email the following information to info@crowcanyonhome.com

-Business name & contact info

-What item and quantity are you looking to customize?

-What is your deadline?

Q. How can I request a donation?

A. To request a donation please email us at info@crowcanyonhome.com with the following information:

-Name of your non-profit organization & contact info

-What items and quantity are you looking for?

-Will you accept seconds or slightly flawed items?

Although we appreciate all requests for donations, not all requests will be approved.

Q. How can I purchase discontinued or flawed items in bulk?

A. At this time, we only sell flawed or discontinued items in bulk.

If you are interested in purchasing flawed or discontinued items, please email info@crowcanyonhome.com with the following information:

- Name of your business and contact info

-What items, colors, and quantities are you looking for?

Partnership and Media Requests

Q. I want to review your products on my Instagram or Facebook

A. At this time, we do not offer paid reviews. If you would like to review our products for your social media account, you can email a request to info@crowcanyonhome.com Be sure to include your contact information, a brief description of why you’d like to review our products, and any links to your social media accounts. Although we appreciate each request, not all requests will be approved.

Q. I want to review your products for my blog/website

A. At this time, we do not offer paid reviews. If you would like to review our products for your blog or website, you can email a request to info@crowcanyonhome.com Be sure to include your contact information, a brief description of why you’d like to review our products, and any links to your website and social media accounts. Although we appreciate each request, not all requests will be approved.

Q. I want to include your products in a magazine/publication

A.  For all press inquiries please send an email to info@crowcanyonhome.com with your contact information, which products you’d like to showcase, and a brief description of your magazine/publication.  

Questions about Crow Canyon Home

Q. Do you have a store?

A. Crow Canyon Home does not have a store and does not sell directly to public at this time. You can find out where to purchase our products here: www.crowcanyonhome.com/pages/online-retailers

Q. How do I make an appointment to visit your showroom?

A. Our main showroom is located in San Francisco, CA. You can email us at info@crowcanyonhome.com to make an appointment. We are currently only open to businesses, and designers. We do not sell directly to the public at this time. 

Q. How can I contact you if I have further questions?

A. If you have further questions you can email us at info@crowcanyonhome.com or gives us call at 1-800-777-0747. Our office hours are Monday – Friday 8AM PST – 4PM PST. We are closed for major holidays.