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FAQ's

Products and Usage

Where is Hexclad made?

Our products are designed in Los Angeles and South Korea. Like the vast majority of cookware and other products today, our products are manufactured in China.

What level of heat should I use?

Our patented HexClad design allows heat to distribute faster and more evenly, which means you can cook at lower temperatures. We recommend that our customers start cooking at lower temperatures and increase if needed. You rarely need to cook on high heat with HexClad. Learn more watching HexClad Cooking Temperature.

How should I clean my cookware?

Despite what the name implies, Stainless steel may stain. The good news, with HexClad staining is easy to remove. In fact, you can even use steel wool scouring pads and abrasive cleaners such as Bar Keepers Friend to help remove the stain. Using those paired with warm soapy water will get your pan back to new.

Learn more in our Cleaning Your Cookware video for more info.

How do I make sure my pans are properly seasoned?

Like most fine cookware, HexClad should be seasoned before its first use. You do not need to season your pans before every use.
Here’s how to season your pans properly:
• Heat your pan to medium-low and spread 1 teaspoon of vegetable oil around the interior of the pan.
• Leave the pan on the heat for 1-2 minutes.
• Now you're ready to cook. Simple as that!

You can view our seasoning video for more details.


Over the first few weeks of use, your HexClad Hybrid cookware will perform better as it re-seasons from the fats in the food you are cooking. If you’re still experiencing sticking after owning the pans for an extended time, we recommend giving the pan a deep clean with a more abrasive sponge and then re-season the pan.


Will my HexClad pans scratch?

Yes, even a diamond can scratch! Metal spatulas, whisks, spoons, and other metal utensils are fine, but sharp utensils could leave a scratch. If this happens it is only cosmetic, and it will not affect the performance or safety of the cookware.

Does HexClad contain PTFE?

Our nonstick coating contains PTFE, which is listed in the Biomonitoring California Priority Chemicals List. More information can be found here: https://dtsc.ca.gov/scp/authoritative-lists/

Orders

What payment methods do you offer?

Credit card or Amazon pay is available. Please see below for more details.
Credit card transaction: We accept the following cards: Visa, Master, Diners Club, JCB and American Express.
Amazon Pay: You can place an order using the registered address and credit card information on Amazon.co.jp. In order to use Amazon pay, you need an Amazon.co.jp account.

What is the delivery method?

Your package will be shipped and delivered by Yamato Transport. We can deliver within Japan only.

Once the package is shipped, we will notify you by email with a tracking number. You can track the status of the package by going on to the Yamato Transport's website.

When is my order shipped?

Unless specified the desired time and date of delivery, we will ship within 1-2 business days (Sat, Sun and holidays are not business days).

How much is the shipping cost?

If the total amount of your order is 5,000 yen (including tax) or more, shipping will be free.

For orders less than 5,000 yen (including tax), shipping is a flat rate of ¥480 (including tax) nationwide.

Can I cancel/change my order?

We do not accept cancellation or change or order request. If you wish to change the delivery date or delivery address, please check the delivery reference number sent to you by email, and contact the delivery company.

How can I return/exchange my order?

We do not accept return or exchange.

If a product is a defect (ex: damaged, scratched or unclean) please contact our customer support (xx@hexclad.jp). We will check your request and walk you through the exchange or return procedure.

If we delivered a wrong item or missed to include a product, please contact our customer support (xx@hexclad.jp) within 14 days of the package's arrival. We will check the details or your order and arrange an exchange or additional shipment.

Contact

How can I contact HexClad?

Please email us at info@hexclad.com

Warranty

What does your Lifetime Warranty cover?

Our Lifetime Warranty does not apply to damage caused in a food service setting, abuse, misuse, or altering products. Over time, surface imperfections may appear. This is considered normal wear and tear. It will not affect the performance of the cookware.

Our warranty is limited to consumers with proof of purchase. If the product was not purchased new from an authorized dealer, distributor, or representative of the manufacturer this warranty is null and void.

Liability under our warranty is limited to the repair or replacement of the defective product at the manufacturer’s sole option. The manufacturer is not liable for any incidental or consequential damages, whether direct or indirect.

How do I file a warranty claim?

To Submit a Warranty Claim, click here