FAQ

Frequently Asked Questions

Below are answers to some common questions about shopping with Pinavique.

If you cannot find the information you need, please contact us at service@pinavique.com .

Ordering

How do I place an order?

Select the product you would like to purchase, choose any available options, add the item to your cart, and complete checkout using accurate contact, shipping, and payment information.

Once your order has been successfully placed, an order confirmation will be sent to the email address provided during checkout.

Can I change or cancel my order?

Please contact us as soon as possible at service@pinavique.com if you need to request a change or cancellation.

We will make reasonable efforts to assist, but changes or cancellations cannot be guaranteed once an order has entered processing, fulfillment, shipment preparation, or dispatch.

Product Questions

What types of products does Pinavique sell?

Pinavique focuses on practical kitchen and food-handling tools, including cooking tongs, serving tongs, grilling and BBQ tongs, scissor-style tongs, and hot-plate handling tools.

Are all Pinavique tongs made from the same material?

No. Materials and construction vary by product. Depending on the model, products may use materials such as stainless steel, silicone, plastic, or other components.

Please review the individual product page for the exact materials, specifications, sizes, and features of the product you are purchasing.

Are all products heat resistant?

Heat-resistance specifications vary by product.

Do not assume that every Pinavique product has the same temperature tolerance. Please review the individual product description and usage information before use.

Can all of your tongs be used with non-stick cookware?

Compatibility varies depending on the product design and tip material. Products with silicone or other non-metal contact surfaces may be designed for different cookware applications than all-metal models.

Please check the relevant product page before use with delicate or non-stick cookware.

Are all products dishwasher safe?

Cleaning and care requirements vary by product.

Please follow the care instructions shown on the individual product page or supplied with the product. If dishwasher compatibility is not specifically stated, do not assume that the item is dishwasher safe.

How do I choose the right kitchen tongs?

Consider how you plan to use the product, including cooking, grilling, serving, food preparation, or handling hot cookware.

You should also review the product's size, material, handle design, tip style, and other specifications shown on its individual product page.

Shipping

Do you offer free shipping?

Yes. Eligible orders over US$29 qualify for free shipping.

Any applicable shipping options, charges, or restrictions will be displayed during checkout where available.

When will my order arrive?

Processing and delivery times depend on the delivery destination, product availability, carrier operations, and other shipping conditions.

Please review our Shipping Policy for the current processing times, estimated delivery times, shipping procedures, and other delivery information.

How can I track my order?

Once your order has shipped and tracking information becomes available, a shipping confirmation email will be sent to the email address used at checkout.

Carrier tracking information may take some time to update after a shipping label has been created.

What should I do if my tracking has not updated?

If your tracking information has not updated for an extended period, please contact us at service@pinavique.com and include your order number.

Damaged, Incorrect, or Missing Items

What should I do if my order arrives damaged or incorrect?

Please contact us as soon as possible if your order arrives damaged, defective, incorrect, or incomplete.

Please provide:

• Your order number
• A description of the issue
• Clear photographs or videos of the product
• Photographs of the original packaging where relevant
• A photograph of the shipping label where relevant

Please keep the product and original packaging while we review your request.

Returns & Refunds

How do I request a return?

Please contact us at service@pinavique.com before sending any item back.

Our customer support team will review your request and, if approved, provide the appropriate return instructions and designated return address.

Please do not send returns directly to our registered business address unless our customer support team specifically instructs you to do so.

Who pays for return shipping?

Return shipping responsibility depends on the reason for the return.

For preference-based returns, applicable return shipping costs may be the customer's responsibility.

If an item arrives damaged, defective, incorrect, or materially different from the product ordered, please contact us so that we can review the issue and provide an appropriate solution.

How will I receive my refund?

Approved refunds are issued to the original payment method in accordance with our Return & Refund Policy.

Your bank, card issuer, or payment provider may require additional time to display a completed refund.

Payments

Which payment methods do you accept?

Available payment methods are displayed securely during checkout and may vary depending on your location, currency, device, and payment provider.

Is my payment information secure?

Payments are processed through the secure payment methods made available during checkout. Pinavique does not ask customers to send full payment-card details by email.

Customer Support

How can I contact Pinavique?

You can contact our customer support team at:

Email: service@pinavique.com

Customer Service Hours:
Monday–Saturday, 9:00 AM–6:00 PM Eastern Time

We aim to respond to customer inquiries within 1–2 business days.

Still Need Help?

For product, order, shipping, payment, return, refund, or privacy-related questions, please contact us at service@pinavique.com .