How to Order
TO ORDER BY CREDIT CARD, you may do so online using our secure server (click here to do so). Since we do not use a shopping cart system, we recommend that you first browse the site, jotting down which products you want to buy. When you're ready to place the order, go to our secure server, which lists all our products on a single page. You may also email your order to us. You can also call us with your order at 718-507-1620 (from 8:30 AM to 9 PM EST).
TO ORDER BY CHECK, MONEY ORDER, OR FAX, please print out our order form (click here to do so).
SHIPPING INFORMATION: Unless you email or call us to request otherwise, we ship with Fedex Ground, which usually takes one to six business days to arrive. Shipping costs start at about $6, depending on size and quantity. Online credit card orders usually ship 1 day after they are received, but occasionally within 2 or 3 days. Orders paid for by personal check ship after the check clears.
If you need the pan by a certain date, we will make every effort to accommodate you, but you need to tell us this by sending us email or by calling. For overnight or express shipping, please call us at 718-507-1620 (from 8:30 AM to 9 PM EST) to place the order.
International orders: We can ship to Canada; please choose the Canada shipping option at checkout. To ship to the UK, Australia, New Zealand, or any other country, please email or call us and we will calculate the correct shipping costs for you.
Please note that Fedex ground does not require signatures for delivery, and Paellapans.com is not responsible for packages once they are left at the shipping address. If security is an issue, we recommend that you choose a Fedex express air option, which requires a signature.
Our returns policy: If you're not happy with any of our products, you may return it unused within 21 days for an exchange or refund. Except for the very largest pans, we do not charge you a "restocking" fee. We cannot pay for the return shipping, and the original shipping and handling fees cannot be refunded in the case of a return or exchange, unless the product was damaged. For pans 24 inches and larger, we charge a 15 percent restocking fee, so please evaluate your needs carefully.
HOW TO RETURN OR EXCHANGE: To return a pan for a credit or exchange, please email us to let us know. Then pack the product in the box and include in a note in the box with the following information: billing name and address, phone number, email address, whether you want a credit or an exchange (if exchange, what item you would like), and the shipping address if different from billing. If you do not include this information in the box, we will not process the return. Send the box to La Paella, 467 Midland Street, Bridgeport, CT 06605.
Privacy policy: All information provided by you will be used solely for business between paellapans.com and the customer. This information remains private, and will not be sold or released to any third party.