Customer Service
and Support

We want your experience with your Kitchen Obsession purchase to be as enjoyable after the sale as it was when you selected your new appliance. This Customer Service & Support Center provides helpful information about shipping, warranties, service, and getting assistance with the products we sell.

For each manufacturer, we explain what to expect when your order is delivered, what is covered under warranty, and who to contact if you need service or replacement parts.

Big Chill Appliances

Whether you have purchased a Big Chill refrigerator, range, cooktop, hood, dishwasher, microwave, or other appliance, Big Chill provides a dedicated Service Department to assist with warranty claims, repairs, and parts.

Need Service or Have a Warranty Issue?

Big Chill handles service and warranty claims directly through its Service Department. You do not need to find a local appliance repair company yourself.

Big Chill maintains a national network of authorized service technician companies. When you contact Big Chill about a service or warranty issue, its Service Department will evaluate your request and identify the appropriate authorized technician for your area. The technician can then provide onsite inspection, diagnosis, and repair services as appropriate.

For Big Chill service, warranty claims, or parts inquiries:

Big Chill Service Department
Phone: 877-842-3269
Hours: Monday–Friday, 9:30 AM–5:00 PM EST

Important: Big Chill’s service team should be your first point of contact for warranty claims and appliance service. Kitchen Obsession is always happy to help point you in the right direction, but Big Chill coordinates the authorized service technician and manages the warranty/service process.

Big Chill Warranty

Big Chill appliances are backed by a limited one-year residential warranty covering parts and labor for defects in materials and workmanship under normal use and maintenance.

Warranty coverage and the date coverage begins can vary by appliance type, so customers should review the warranty documentation supplied with their appliance as well as Big Chill’s current warranty terms.

The warranty generally covers:

• Parts and labor for covered defects
• Repair or replacement, as determined by Big Chill
• Service performed through Big Chill’s authorized service network

The warranty does not generally cover issues resulting from improper installation, misuse, neglect, unauthorized repairs or modifications, normal wear and maintenance, accidental damage, power loss, natural disasters, or certain other circumstances outlined in Big Chill’s warranty terms.

For complete warranty terms and current coverage information, please refer to Big Chill’s official warranty information.

Shipping & Delivery: What Should I Do When My Appliance Arrives?

Big Chill appliances are large, heavy products, so it is important to inspect your appliance carefully when it arrives.

If you notice damage:

1. Inspect the packaging and appliance as soon as possible after delivery.
2. Take photographs of any visible damage, including the packaging.
3. If your delivery is curbside, photograph any damage before moving the appliance inside.
4. Notify Big Chill promptly if the appliance has been damaged in transit or appears defective.

Big Chill asks customers to report shipping damage or defects within 24 hours of receiving the product. Curbside deliveries require photographic documentation of damage to support a claim.

If damage is discovered after delivery, contact Big Chill’s Service Department as soon as possible so the appropriate next steps can be determined.

Delivery vs. Installation

Big Chill offers different delivery options, including curbside and inside delivery. Delivery personnel can move the appliance according to the service purchased, but delivery personnel are not authorized to perform appliance installation or connect certain utility lines.

For example, Big Chill states that its delivery personnel are not authorized to connect refrigerator water lines or install ranges and hoods. Qualified professionals should perform those connections and installations.

Proper installation is especially important because improper installation can affect warranty coverage.

Need Parts?

Big Chill’s Service Department also handles parts inquiries and orders. If you need a replacement part for your Big Chill appliance, contact the Service Department so they can identify the appropriate part and determine availability.

When contacting Big Chill, have your appliance model number, serial number, purchase information, and a description of the issue available whenever possible. This can help the service team identify your appliance and determine the appropriate solution more quickly.

Before You Contact Big Chill

To make your service experience as efficient as possible, we recommend having:

• Appliance model number
• Serial number
• Date of purchase or delivery
• Description of the problem
• Photos or video showing the issue, when applicable
• Photos of shipping or cosmetic damage, when applicable

Cosmetic Damage

Big Chill has specific requirements for reporting cosmetic imperfections. Its current warranty information provides a 24-hour cosmetic warranty from the date of delivery, and customers must report cosmetic imperfections within that period with supporting photographs. For curbside deliveries, photographs should be taken before the appliance is moved inside.

If you believe your appliance arrived with cosmetic or shipping damage, contact Big Chill promptly rather than waiting to see whether the issue becomes more serious.

We’re Here to Help

If you’re a Kitchen Obsession customer and aren’t sure where to start, we’re happy to help you understand the process and point you in the right direction.

For Big Chill warranty claims, service repairs, and parts, however, Big Chill’s Service Department coordinates the claim and dispatches the appropriate authorized service technician.

Big Chill Service Department
877-842-3269
Monday–Friday | 9:30 AM–5:00 PM EST

Hestan Cookware

Hestan cookware is designed for exceptional performance and built to last. If you have a question about your Hestan cookware, need help with a warranty issue, or have a concern about the condition or performance of your product, Hestan’s Culinary Support team is available to assist.

Hestan Lifetime Warranty

Hestan cookware is backed by a lifetime warranty for the original purchaser. The warranty covers manufacturing defects in materials and workmanship under normal use for the lifetime of the cookware. If Hestan determines that a product or component is defective and covered by the warranty, Hestan may replace the defective item or provide a replacement of similar value.

The warranty does not cover damage resulting from:

1. Accidents or accidental damage
2. Misuse or abuse
3. Overheating
4. Improper care or cleaning
5. Normal wear and tear
6. Minor scratches, scuffs, discoloration, or other cosmetic changes that do not affect performance
7. Use of oven cleaners, abrasive cleaning products, or scouring pads
8. Damage to nonstick surfaces from sharp metal utensils or other appliances
9. Dishwasher use on cookware collections that are not dishwasher safe

Have a Warranty or Product Issue?

If you believe your Hestan cookware has a manufacturing defect, **do not return the product to Kitchen Obsession**. Hestan asks customers to contact its Culinary Support team directly for warranty assistance.

To submit a warranty request, contact Hestan and provide photographs of the product and a description of the issue. Hestan will review the information and determine whether the issue is covered under its warranty.

Hestan Culinary Support
Phone: 877-601-2918
Hours: Monday–Friday, 7:30 AM–4:00 PM PST
Email: support@hestanculinary.com

When contacting Hestan, we recommend having your proof of purchase, product information, photographs, and a description of the issue available. This will help Hestan’s support team evaluate your request as efficiently as possible.

Product Care

Proper care is important to maintaining the appearance and performance of your Hestan cookware. Because care instructions vary among Hestan collections, always follow the use and care recommendations provided for your specific product.

Hestan provides product-specific care information and additional assistance through its online Help Center.

Returns & Exchanges

If you purchased your Hestan cookware directly from Kitchen Obsession, please contact us regarding any questions about your order, delivery, or retailer-specific policies.

For warranty issues involving a suspected manufacturing defect, Hestan recommends contacting its Culinary Support team directly rather than returning the product to the retailer.

Need Help?

We’re happy to help you determine where to start if you have a question about your Hestan cookware. For warranty claims involving a suspected manufacturing defect, however, Hestan’s Culinary Support team is the appropriate resource for evaluating and processing the claim.

Hestan Culinary Support
877-601-2918
Monday–Friday | 7:30 AM–4:00 PM PST
support@hestanculinary.com

Shun Cutlery

Shun knives are crafted for exceptional performance and long-term use. With proper care, regular honing, and professional sharpening when needed, your Shun knives can provide years of reliable service.

If you have a question about your Shun knife, need warranty assistance, or would like to have your knife professionally sharpened, Kai USA’s Warranty & Service team can help.

Shun Limited Lifetime Warranty

Shun knives purchased from Kitchen Obsession, an authorized Shun dealer, are covered by Shun’s Limited Lifetime Warranty against manufacturing defects in materials and construction. The warranty applies to the original owner and covers defects that occur under normal use and proper maintenance.

The warranty does not cover normal wear and tear, damage caused by improper use or maintenance, accidents, rust resulting from improper care, loss or theft, or knives that have been modified.

Shun also considers using a knife for purposes other than cutting, such as prying or stabbing, to be misuse and abuse. Shun knives should not be used directly on bones, frozen foods, or produce pits unless the knife is specifically designed for those applications.

Have a Warranty or Service Issue?

If you believe your Shun knife has a manufacturing defect, Kai USA asks customers to submit a Warranty/Service Form and send the knife to its warranty department in Oregon for evaluation.

Kitchen Obsession is happy to help answer questions about your purchase, but warranty and repair evaluations are handled directly by Kai USA’s Shun Warranty Services team.

When submitting a warranty claim, be prepared to provide information about the knife and the issue you are experiencing. Photographs may also be helpful when describing the problem.

Free Lifetime Sharpening

One of the benefits of owning Shun cutlery is free lifetime sharpening. Shun will professionally sharpen your Shun knives for as long as you own them. You are responsible for shipping and processing costs, but the sharpening service itself is free.

Shun’s sharpening team can also address certain minor repairs during the sharpening process. Small chips of approximately 2 mm or less can generally be sharpened out, and broken tips may be repairable depending on the damage.

When Should I Sharpen My Shun Knife?

If your knife has become noticeably dull and honing no longer restores its performance, it is probably time for sharpening.

Regular honing helps maintain the knife’s edge between professional sharpenings. Shun recommends using an appropriate cutting surface, such as a softer wood cutting board, and a smooth slicing motion rather than forceful chopping. Hard surfaces such as glass or marble can damage the knife’s edge.

Caring for Your Shun Knives

Proper care helps protect both the edge and finish of your Shun knives.

We recommend:

• Hand wash your knives and dry them thoroughly after cleaning.
• Use an appropriate cutting board, preferably wood or another knife-friendly material.
• Avoid cutting directly on glass, marble, stone, or other hard surfaces.
• Use a smooth slicing motion rather than chopping forcefully.
• Hone your knife regularly to help maintain its edge.
• Store your knives safely to protect the blade and prevent accidental injury.
• Follow Shun’s specific care instructions for your particular knife and blade material.

Need Warranty or Sharpening Service?

For Shun warranty claims, repairs, and free lifetime sharpening, contact Kai USA’s Shun Warranty & Service team.

Kai USA / Shun Warranty & Service
Phone: 1-800-325-2891
Email: warrantyhelp@kai-usa.com

Shun’s current service information estimates approximately two weeks for mail-in warranty and sharpening services, although actual turnaround times can vary.

Before sending a knife for service or sharpening, complete the appropriate online service form and follow Shun’s packaging and shipping instructions. Shun recommends using a carrier that provides tracking and carefully securing each knife for shipment.

A Note About Knife Care

Shun knives are precision cutting tools. Proper use and maintenance are important not only for preserving your knife but also for safe handling. If you are unsure how to care for, hone, or sharpen your Shun knife, Shun’s online care and service resources provide detailed guidance.

Have a question about your Shun purchase from Kitchen Obsession?

We’re always happy to help you determine where to start. For warranty evaluations and professional sharpening, however, Kai USA’s Shun Warranty & Service team is the appropriate resource.

Smithey Ironware

Smithey Ironware is designed to be used, enjoyed, and passed down for generations. With proper care, Smithey cast iron and carbon steel cookware can become a lasting part of your kitchen for years to come.

If you have questions about your Smithey cookware, need help with a product issue, or aren’t sure how to care for your skillet, Smithey’s customer support team is available to help.

Smithey Lifetime Guarantee

Smithey stands behind the quality of its cookware with a lifetime guarantee. If your Smithey is defective, Smithey will replace it. If your cookware fails after honest and normal use, Smithey will repair or replace it.

If you believe your cookware has a defect or has failed during normal use, contact Smithey’s support team so they can evaluate the issue and determine the appropriate solution.

Have a Warranty or Product Issue?

For questions about the condition, performance, or warranty of your Smithey cookware, you can contact Smithey directly.

Smithey Customer Support
Phone/Text: 843-619-0082
Email: support@smithey.com

When contacting Smithey, have your order information and a description of the issue available. Photographs may also be helpful when explaining a defect or product concern.

Having Trouble With Your Seasoning?

Don’t assume your skillet is defective simply because food is sticking or the cooking surface doesn’t look the way you expected.

Smithey’s polished cooking surface is designed to become naturally nonstick as it develops seasoning through use. If food begins sticking, Smithey recommends refreshing the seasoning rather than treating the cookware as defective.

Proper seasoning and care are an important part of getting the best performance from Smithey cookware.

Caring for Your Smithey

Smithey cookware is made to be used regularly. Proper care helps maintain the seasoning and performance of your cookware.

For best results:

• Follow Smithey’s care and seasoning recommendations for your specific cookware.
• Keep cast iron and carbon steel cookware properly seasoned.
• Dry cookware thoroughly after washing.
• Avoid leaving cookware wet for extended periods.
• If food begins sticking, consider refreshing the seasoning.
• Use your Smithey regularly to continue building its cooking surface.

Smithey provides detailed care and seasoning guidance through its online Care & Use resources.

Need More Than Basic Care? Smithey Restoration

If your Smithey has developed significant rust, lost its seasoning, or simply needs to be brought back to life, Smithey offers a professional restoration service.

The restoration process includes stripping the existing seasoning, removing rust, smoothing the surface when needed, and applying multiple layers of Smithey’s signature seasoning. The cookware is then returned ready to cook.

Restoration is a service provided directly by Smithey and is separate from a warranty claim.

Returns & Exchanges

If you need to return or exchange a Smithey product purchased from Kitchen Obsession, please contact us regarding your order and our applicable return policy.

Smithey’s current direct-to-consumer return policy accepts new and unused cookware within 45 days of delivery, subject to certain exclusions. Engraved items and Factory Seconds are considered final sale. Cookware that has been cooked in, seasoned, or washed does not qualify as unused under Smithey’s return policy.

Because retailer policies can differ from purchases made directly through Smithey, contact Kitchen Obsession first if you have a question about a return for a purchase made from us.

Need Help?

We’re happy to help with questions about your Smithey purchase from Kitchen Obsession. If you are experiencing a potential product defect or need assistance with the cookware itself, Smithey’s support team is the best resource for evaluating the issue and determining whether repair, replacement, or another solution is appropriate.

Smithey Customer Support
843-619-0082
support@smithey.com