Warranty & Service
Automatic Knife Release Form
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- 1800 SW Teton Avenue
- Tualatin, OR 97062
- Phone: 503-682-1966
- Toll Free: 800-325-2891
- Fax: 503-682-7168
We are updating our computer systems May 23rd-June 3rd. Warranty requests received during this time may be delayed by up to 3 weeks. We encourage you to hold off on sending your knives in for service during this period. Thank you for your patience.
Walk-in warranty service
The warranty and sharpening department is open for in-person drop-off service Monday - Friday, 8 AM to 4:30 PM. Please bring in knives by 4 PM for same-day service.
Please read below for important changes.
- Only 1 person at a time may be in the lobby. If someone is ahead of you, please wait until they leave before entering.
- You may drop off up to 2 knives for same-day service.
- Please wait outside or in your vehicle. We will call you when your knives are ready.
- If you drop off 3 or more knives, they will be available for pickup the next business day.
- As always, knives must be clean and free of any dirt, oil, food, blood, etc.
Mail-in warranty and sharpening service
Kai USA requires that all customers complete a Warranty/Service form before sending in their knives for service. Effective June 1st, 2023, any shipment we receive without a completed Warranty/Service form or order number will be returned immediately without service. If you experience any problems completing the form, use the Contact Us page to report a website issue and we will be happy to assist you.
Estimated turnaround time for mail-in warranty and sharpening services is 2 weeks.
Last updated: 05/08/23
Our warranty & sharpening team is currently accepting claims. However, our walk-in service is not open at this time. Please ship your knives for service. Social distancing guidelines will continue to be implemented to help ensure the health and safety of our employees. Please check this page for updates.
Last updated: 09/20/21The estimated turnaround time for warranty and sharpening services is 2 weeks.
Thank you for choosing Shun. From this page, you can learn about our warranties and request warranty evaluation. To read our warranty, just click on the arrows on the boxes to the right (desktop) or below (mobile). If you wish to request free sharpening for your Shun knives, please click here.
Shun brand products sold by Kai USA Ltd. are backed by warranties against manufacturing defects. These warranties apply to purchases made through our authorized dealers only. If you have questions about your warranty or how to take advantage of it, check our FAQs to see whether your question has already been answered. If not just email our warranty team for more information.
Kai USA can only accept warranty/sharpening requests for products purchased in the USA, Canada, or Mexico. Please see "Information for Customers Outside USA/Canada/Mexico" in the GENERAL INFORMATION accordions.
Buy Only from Authorized Dealers
Be sure you're getting a genuine Shun or Kai product. Please check our lists of authorized and unauthorized dealers before purchasing.
Kai USA will NOT honor any Kai or Shun branded products purchased from unauthorized sources with our limited lifetime warranty, customer support, or our free sharpening service program.
Request Warranty Service
If you believe your product may have a problem in its original material or craftsmanship, please send it in for evaluation. Review the shipping information and complete the Warranty/Service Form below.
Please include Return Shipping & Processing Fee ($15 for US, $25 for Canada and Mexico) when you send in your knife/knives for service. If you are outside North America, please contact us for a quote. Just add your credit card information to the Warranty/Service Form or include a check or money order (payable to Kai USA Ltd.) in the shipping box along with your knife/knives and the completed form.
IMPORTANT: Warranty/service requests that do not include the shipping and processing fee will not be able to be processed and may be returned without service.
Shun Cutlery from Kai USA Ltd. carries a limited warranty for the lifetime of the original owner, except when stated otherwise. We guarantee our knives against manufacturing defects in material and construction and to perform as advertised when properly used and maintained. The Limited Lifetime Warranty is non-transferable and does not extend to normal signs of wear, rust, damage or breakage due to improper use, improper maintenance, accidents, loss, or theft. This warranty is void on products that have been modified in any way. Any product we determine to be defective will be repaired or replaced solely at our discretion. To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters. In addition to the provisions of this warranty, the owner may also have other rights that can vary by state. No other warranties are implied or expressed other than what is specifically stated here. Kai USA Ltd. reserves the right to determine what constitutes normal wear, improper use/maintenance, and modification.
The Diamond & Ceramic Retractable Sharpener, and Serrated Knife Sharpener from Kai USA Ltd. carry a 5-year warranty. We guarantee our products against manufacturing defects in material and construction and to perform as advertised when properly used and maintained. The 5-Year Warranty is non-transferable and does not extend to normal signs of wear, rust, damage or breakage due to improper use, improper maintenance, accidents, loss, or theft. This warranty is void on products that have been modified in any way. Any product we determine to be defective will be repaired or replaced solely at our discretion. To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters. In addition to the provisions of this warranty, the owner may also have other rights that can vary by state. No other warranties are implied or expressed other than what is specifically stated here. Kai USA Ltd. reserves the right to determine what constitutes normal wear, improper use/maintenance, and modification.
Shun’s wood accessories are made of natural materials that will show wear over time. This is not a defect. Our 90-Day Warranty protects you against original manufacturing defects, but not natural wear.
The Kai Electric Sharpener from Kai USA Ltd. carries a 1-Year Limited Warranty against manufacturing defects. Under this warranty, Kai USA Ltd. will repair or replace any product we find to be defective in its original material or construction for a period of one year from the date of purchase. This limited warranty does not cover normal signs of wear, rust, and damage/breakage due to improper use. To receive warranty repair or replacement, the owner must send the product to be evaluated by Kai USA Warranty Services in our Tualatin, Oregon headquarters. In addition to the provisions of this warranty, you may also have other rights that can vary by state. No other warranties are implied or expressed other than what is specifically stated here.
Shun Limited Edition knives are covered under our warranty. However, be aware that we may not be able to replace your knife with a new one due to lack of availability. In that case, once a knife has been evaluated by our warranty professionals and found to have a manufacturing defect, we will issue a voucher allowing you to choose Shun products listed on our website, of equal or lesser value to the voucher, as long as we have the product/s in stock.
Shun Cutlery products are intended and sold for legitimate culinary purposes only. The purchase, use, and ownership of knives are subject to a wide variety of local laws and regulations. Due to the complexity and constantly changing nature of these laws and regulations, it is the responsibility of the buyer to investigate and comply with the laws and regulations that apply in his or her specific area. You, and not Kai USA Ltd., are solely responsible for any claims resulting from violation of these laws and/or regulations. Any use of these products other than cutting is considered misuse and abuse and Kai USA Ltd. is not responsible for any injuries or damages caused by misuse and/or abuse.
Warning! Knives are extremely sharp tools and should only be used or handled with the utmost care and caution. Any use other than cutting is considered misuse and abuse—and will void your warranty.
Shun Cutlery/Kai USA Ltd. is not responsible for any injuries resulting from misuse or abuse of the product. Knives are intended to be used for cutting purposes only. Do not use knives for stabbing or piercing.
Use your knives on meats and vegetables only, not on bones or very thick-skinned vegetables. For this heavier kitchen work, try the Shun Classic Meat Cleaver (DM0767), or Shun Classic 8” Western Chef’s Knife (DM0766), which are designed to handle more aggressive work in the kitchen, such as breaking down chicken and preparing thick-skinned vegetables like butternut squash or melons.
There may be cases when your knife has been evaluated and is eligible for warranty service but is not able to be repaired or replaced. This can be true with discontinued models of which we no longer have stock. In such cases, at our discretion, we will offer a voucher for a replacement knife of equal or lesser value, as defined by the Manufacturer’s Suggested Retail Price (MSRP). The voucher can only be used through the Kai USA Warranty Department and some exclusions apply.
If you prefer to have your original knife returned instead of using the voucher, please call our warranty team toll-free: 1-800-325-2891. We will retain the knife for 30 days from the date the voucher is issued. If you do not call us to let us know by then, the knife will be recycled.
We’re sorry, but we only provide warranty and sharpening service to customers who purchased their products in the USA, Canada, or Mexico through Kai USA or any of our authorized dealers. If you purchased your products elsewhere, please contact the authorized dealer from whom you originally purchased. For international purchases and service, please contact the following:
- Kai Europe: Contact Us
- Kai Japan/Asia: Contact Us
- For Michel Bras cutlery: Member Service
If you purchased our cutlery in the USA, Canada, or Mexico and currently reside in another country OR you purchased outside of the USA, Canada, or Mexico and currently live in one of these countries, please contact Kai USA before sending your product to us so we can advise as to whether we can service your product.
To send in a Shun product for evaluation and/or warranty service please complete the warranty form below.
- Please be sure to enclose Shipping & Processing Fees via check, money order, or include your credit card information on the form.
- Once you submit the form, you can print out a copy. You will receive an email with a copy of the form. Download to your desktop, and print a copy of the form and include it with the items you are sending for service. Keep a copy of the form for your records
- Package the items safely. Please use a box; envelopes are not recommended. IMPORTANT: We cannot be responsible for damage to or loss of items that are not properly packaged and shipped.
- Ship via a carrier with a tracking service. Please use UPS, Fed-Ex, US Express Mail, or another carrier with tracking. There must be a way to track your package through your carrier. Kai USA Ltd. cannot be responsible for your item/s unless we have confirmation that your package was delivered to us.
Shipping to USA from Canada or Mexico
- Kai USA can only accept warranty requests for products purchased in the USA, Canada, or Mexico. When shipping from Canada or Mexico, you must include our Warranty/Service Form (inside the package) AND the appropriate Customs Declaration Form required by US Customs and Border Protection (on the outside of the package). Your carrier will help you decide on the correct form to use.
- To avoid unnecessary duty charges, under "Quantity and detailed description of contents" on the form, write the number of knives you are sending and note the description as warranty service.
- Mislabeled or mis-declared shipments can cause extended delays through customs. We encourage Canadian/Mexican customers to contact us via email prior to sending any items in for service.
- Contact our warranty service team and they’ll be happy to help.
- We reserve the right to refuse any package or to charge you—the sender—for any duties incurred by us for wrongly declared or undeclared packages shipped to our warranty department.
Information for non-USA/Canada/Mexico Customers
To make receiving service for your Shun products simpler, please return them to the authorized retailer from whom you originally purchased them. Do not send them to Kai USA. Only an authorized retailer will be able to support your warranty service. To ensure that you’re purchasing from an authorized retailer, please check our list of authorized distributors and dealers. If a distributor is listed for your area, contact them to make sure the retailer you would like to purchase from is fully authorized. Thank you for supporting our authorized retailers.
Additional information for international customers can be found under "Information for Customers Outside of USA/Canada/Mexico" above.
PLEASE SHIP TO:
Kai USA Ltd.
Shun Warranty Dept.
18600 SW Teton Avenue
Tualatin, OR 97062
Even dull knives can be dangerous—especially if not packed properly for shipping. We’ve received packages with blade tips that have pierced the cardboard box and boxes with great jumbles of knives just rattling around inside, cutting into each other. Don't let that happen to your package. Instead, follow these easy tips for safe packing:
DO NOT PLACE LOOSE KNIVES IN SHIPPING BOX.
CAREFULLY WRAP AND PACKAGE KNIVES IN BOX.
Tip #1: Sheath or wrap fixed-blade knives and kitchen knives—If the knife has a sheath, place it in its sheath. If not, wrap it in several layers of newspaper or bubble wrap, making sure to fully cover the tip. If you are returning more than one knife, wrap each knife individually, and then wrap them all together so that they won't roll around in the box, possibly causing damage to the blades or handles.
Tip #2: Make sure folding knives are closed, then wrap the closed knife in several layers of newspaper or bubble wrap. If you wish to keep your original box, please do not send it in with your warranty shipment. All boxes sent in with warranty shipments will be recycled.
Tip #3: Fill your box with packing material—such as packing peanuts, bubble wrap, or newspaper. Place a layer of packing material in the bottom of your shipping box. Then place the knives on top of the filler and, finally, add another layer of filler on top of the knives.
Tip #4: Include a copy of your completed Warranty/Service Form (and keep a copy for yourself). Then close and tape your box according to shipper recommendations.
Looking for our sharpening services?
Your Shun knives come with free lifetime sharpening. For all the information, as well as the Sharpening Request Form you'll need, please visit our Sharpening page here.
About our Sharpening Services:
- Sharpen double-bevel knives at 16 degrees
- Sharpen single-bevel knives
- Repair microchips, small chips, and tips
- Hone serrated blades and shears
- Remove light rust (if you request it)
- Sharpen/repair serrated knives
- Sharpen/repair scissors
- Repair handles
- Re-apply logo
- Thin blade stock (work the flats)
- Replace missing rivets or end caps
- Repair large chips or cracks in blade
- Custom or specialty sharpening (such as uraoshi)
- Repair honing rods
Like those of most manufacturers, Shun single-beveled blades have a micro-bevel on the blade back. This enables you to use the blade right out of the box-and to be able to touch up the edge using a smooth hone or 6000-grit whetstone. When you send your single-bevel Shun in for sharpening, we will sharpen it in this original factory manner.
We’re sorry, but our warranty service center does not have the proper equipment to successfully sharpen scissors/shears.
However, we would be happy to hone any of the shears Kai USA sells: Shun Multi-Purpose Shears (model DM7300), Shun Herb Shears (model DM7100), Shun Kitchen Shears (model DM7240), Kai Multi-Purpose Shears (model KA7300), Kai Kitchen Shears (model KA7500), Kershaw Taskmaster Shears (model 1120), and Kershaw Taskmaster Shears 2 (model 1121). Honing simply brings the edge back to true; it does not remove metal from the shears.
If your shears have grown dull or the edges are damaged, we recommend looking for an experienced shear sharpener in your area.
If you have Kasho professional hair shears, please send them to Kasho for sharpening.
If you have Kai textile shears, please take them to a professional shears sharpener in your area.
For warranty evaluation or service, please fill out this online form
You may send multiple products with this single form; click “Add a Product” for additional space. Be sure to include the model number of your product. To find the model number, look on the back side of the blade. It is a combination of letters and numbers. The drop-down in the model number field will offer you options. Choose the one that matches your knife. If you don’t see your model number, or don't know the number, type "MISCSHUN" in that field and then choose "MISCSHUN" from the dropdown. You can write your model number in the Reason for Service area below.
Include a copy of the form with the items you are sending for warranty service. Be sure to include the return shipping & processing fee ($15 for US, $25 for Canada and Mexico) when you send in your knife/knives for service. Keep another copy of the form for your records. If you are unable to print the form, send the knives with a note that includes your Order number, name, address, and phone number. Knives received without an order number may be returned without service.
The model number is found on the back side of the blade, near where the blade meets the handle.