Frequently Asked Questions

Welcome to the Xemeso Help Center. Here you will find answers to the most common questions about our cookware, shipping, and policies.

Orders & Shipping

Q: Where do you ship to? A: We currently ship to all 50 states within the United States. We do not offer international shipping at this time.

Q: How much does shipping cost? A: We try to keep it simple:

  • Standard Shipping: $6.99 for orders under $199.

  • Free Shipping: Free for orders of $199 or more (before tax).

Q: When will my order arrive? A: Orders are processed within 1-3 business days. Once shipped from our Saint Louis warehouse, delivery typically takes 3-7 business days, depending on your location. You will receive a tracking number via email to monitor your package.

Q: Can I change my shipping address after placing an order? A: We process orders very quickly. If you need to change an address, please email [email protected] immediately. If the order has already been processed or shipped, we cannot change the address.

Returns & Refunds

Q: What is your return policy? A: You can return unused, unwashed items in their original packaging within 30 days of delivery. Items that have been used for cooking or seasoned cannot be returned.

Q: My item arrived damaged or broken. What should I do? A: We are so sorry! Please do not worry. Take clear photos of the damaged item and the box it came in, and email them to [email protected] within 48 hours of delivery. We will arrange a replacement or refund for you.

Q: Do you offer free return shipping? A: If the return is due to our error (wrong or defective item), we cover the shipping. If you are returning an item because you changed your mind or chose the wrong size, you are responsible for the return shipping costs.

Q: When will I get my refund? A: Once we receive and inspect your return at our warehouse, we will process your refund. Please allow 5-10 business days for your bank to post the credit to your account.

Product Care

Q: Is your cookware dishwasher safe? A: This depends on the specific product line. Please check the “Product Details” section on the specific item page. generally, to prolong the life of non-stick coatings and high-end cookware, we recommend hand washing with mild soap.

Q: What should I do if I burned food on my pan? A: Do not use harsh steel wool on non-stick surfaces. We recommend soaking the pan in warm, soapy water or using a paste of baking soda and water to gently lift the residue.

Payment & Billing

Q: What payment methods do you accept? A: We accept all major credit cards (Visa, MasterCard, American Express, Discover) as well as PayPal, Apple Pay, and Google Pay.

Q: Is it safe to use my credit card on your site? A: Yes. We use SSL encryption to ensure your data is secure. We do not store your credit card details on our servers.

Q: Will I be charged sales tax? A: Since we are located in Missouri, we are required to collect sales tax on orders shipped to MO addresses. Sales tax for other states is calculated at checkout based on your local laws.

Contact Us

Q: How can I contact customer support? A: We are here to help!

  • Email: [email protected]

  • Address: 8025 Maryland Ave, Saint Louis, MO 63105, USA

  • Hours: Monday to Friday, 8:00 AM – 6:00 PM (CST)