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Frequently Asked Question
Mrs Lin's Kitchen 2010 Newsletter Archives
Order Information Domestic

How do I make an order?
When will I receive my package?
What are the shipping charges?
Am I eligible for free shipping?
When will my order be shipped?
How do I place an online order?
What are my payment options?
Do I have to pay sales tax?
Is there a minimum order amount?
Is there a rush order option?

Order Information International

Do you ship outside of the United States?
When will my order be shipped?
When will I receive my package?
What is the shipping cost?
What is your policy regarding duties and taxes?
What currency are the prices in?
Is there a minimum order amount?
What are my payment options?
Do you offer samples of products?
Is there a rush order option?
Returns, Exchange and Claims

What is your return and exchange policy?
What happens if I refuse my package when it arrives?
How do I claim for a damaged or defective item?
When will I received my refund on a return or claims?
How do I claim for a missing items?
I received your product as a gift and would like to return or exchange it with other item, what should I do?

Shipping and Fulfillment

When will I receive my parcel
(International)?

When will my order be shipped?
When will my order be shipped
(International)?

Do you ship to P.O.Boxes?
Do you ship to APO/FPO addresses?
Will I receive an email confirmation?
Will I receive tracking information for my package?
How do I ship to multiple adresses?
What does back order means?

About us/Contact us

What are your hours of operation?
Where is Mrs Lin's Kitchen located?
How do I contact customer service?
Why you should buy from us?
Do you offer store pick up or can we return orders directly to your office?
I am a retailer. Do you sell wholesale?
I am a retailer. Do you drop ship?
I am from the press. Who should I contact?
How do I provide feedback?
Security and Privacy Policy

Are online transaction on your website secured?
How is my contact information used?
Still need help?

General Questions

Do you have a printed catalogue?
Do you offer personalized items
such as personalized chopsticks or cups?

Do you offer discounts for bulk purchases?
Do you accept purchase orders?
How do I use coupon code?
Do you have an affiliate program?
Do you have a link exchange program?
What should I do if the product I
want is out of stock?

I couldn't locate the product(s) I want,
what should I do?

How can I find out more about the culture, meaning and history behind the featured Asian products?

Other Services

Do you have Gift wrap service?
Do you have Gift registry service?
What is reward program and when can I redeem my points?


 




Order Information Domestic


How do I make an order?

You can choose to make an order online or by mail. Mrs. Lin's Kitchen also customizes products for corporate clients.

Online
To order online, first browse our online catalogue. Select the individual product page, enter the desired quantity and click on the "Add to Basket" button. Follow the website prompts and provide all the necessary information to complete your order.

Orders placed on our website are encrypted with SSL technology that safeguards your personal information including your name, address, and credit card information as it is transmitted over the internet. You can find out more about the security of our website in the Security and Privacy Policy in our FAQ section.
If you encounter any problems completing an order online, please email us at: support@mrslinskitchen.com.

By Mail
Please print and fill out the online order form, available here, and mail it to:
Mrs. Lin's Kitchen
2415 San Ramon Valley Blvd #4-268
San Ramon, CA 94583
Signature is required for credit card orders.

Corporate Clients
At Mrs. Lin's Kitchen, we customize products for corporate clients. Please send your request to support@mrslinskitchen.com.

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When will I receive my package?

This varies depending on the shipping method you choose in your order.

For Standard shipping, package usually arrives in 7-10 business days from shipping date.
For Expedited shipping, package usually arrives in 3 business days from shipping date.
For Express shipping, package usually arrives in 2 business days from shipping date.
For customers in AK, HI, and US territories, package usually arrives in 5-7 business days from shipping date.

For more detailed information, please visit the Shipping page under the section Customer Service on our webpage.

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What are the shipping charges?

Shipping charges varies depending on the total cost of merchandise in the purchase. Please refer to the chart below for shipping charges.

Total Cost of Merchandise
Standard Shipping
up to $9.99
$7.95
$10.00 - 19.99
$9.95
$20.00 - $29.99
$10.95
$30.00 - $39.99
$11.95
$40.00 - $59.99
$12.95
$60.00 - $79.99
$13.95
$80.00 - $99.99
$15.95
$100.00 - $124.99
$17.95
$125.00 - $149.99
$19.95
$150.00 - $174.99
$20.95
$175.00 - $199.99
$21.25
Above $200
15%

At Mrs. Lin's Kitchen, we also provide expedited and express shipping. Usually expedited shipping takes three business days and express shipping requires two business days.

Real time shipping rates are now available for the following services: FedEx Home and Ground, Expedited, Express, Next Day as well as services to AK, HI and other U.S. territories

For more information on rushed option charges and schedule, please refer to the section under "Is there a rushed options" on the FAQ page. You can also get more information, on our Shipping page under the section Customer Service.

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Am I eligible for free shipping?

Periodically, Mrs Lin's Kitchen offers free shipping. Free shipping coupons can be found on the coupon page. With free shipping, however, restriction such as minimum order amount may apply. Free shipping is only available for standard shipping and not for expedited or express shipping services.

Unfortunately, free shipping is not available for customers in AK, HI, US territories and other international customers.

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When will my order be shipped?

This varies according to shipping method chosen. In order for shipping to follow the schedule below, all orders must be received by noon pacific standard time.

For Standard Shipping option, order will be shipped within 1 to 2 business days from order date, excluding weekends and holidays.
For Expedite Shipping option, order will be shipped the next business day from order date, excluding weekends and holidays.
For Express Shipping option, order will be shipped the same business day as order date, excluding weekends and holidays.
For AK, HI, and US territories customers, order will be shipped within 1 to 2 business days from order date, excluding weekends and holidays.

Please note that this shipping schedule only applies to all in-stock merchandise. Please expect delays if merchandise is sold out or low in quantity. In such instances, you will be notified via email and will ask you for instructions in order to further assist you.


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How do I place an online order?

To order online, browse our online catalogue. Once you have made your selection, enter the desired quantity, and click on the "Add to Basket" button. Our website will lead you through the ordering process. You will be asked to provide all the necessary information to complete your order.

You will be asked to provide your shipping address and contact information. New customers will also be asked to create a new account. You will then be asked tyo enter billing address information, shipping method and special instructions. Enter credit card information and click on "Submit" when you are ready to place the order. You will be sent an email confirmation. Your order is now complete!

If you encounter any problems completing an order online, please email us at support@mrslinskitchen.com.

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What are my payment options?

We only accept payments made by official postal money orders, cashier checks, Visa, MasterCard, Discover and American Express and PayPal.

Please mail money orders and checks to:
Mrs. Lin's Kitchen
2415 San Ramon Valley Blvd #4-268
San Ramon, CA 94583

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Do I have to pay sales tax?

All customers within California are required to pay sales tax. Customers residing outside of California will not need to pay sales tax.

Sales tax rates differ depending on your location. For more information, refer to the list below.

For Alameda County addresses, please add 9.25% sales tax.
(Cities in Alameda County: Alameda, Albany, Army Terminal, Ashland, Berkeley, Bradford, Castro Valley, Cresta Blanca, Dublin, Elmwood, Emeryville, Fremont, Government Island, Hayward, Heyer, Lanscape, Livermore, Naval Air Station, Naval Hospital, Naval Supply Center, Newark, Oakland, Piedmont, Pleasanton, San Leandro, San Lorenzo, South Shore, Sunol, Union City and Warm Spring).

For non-Alameda County addresses, please add 7.25% sales tax.

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Is there a minimum order amount?

There are no minimum order amount restrictions at Mrs. Lin's Kitchen. However, there may be minimum order amount requirements if a coupon is used. Please see disclosure on our coupon page. Our coupon page can be found at the bottom right corner of our home page. Check out our coupon page to find our latest deals.

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Is there a rush order option?

We offer several shipping methods depending on your need. For rush orders, we provide an Expedited shipping option that takes three business and an Express shipping option that will take two business days or Next Day Service.

For Expedited shipping, items are shipped the next day, but your order has to received by us by noon, Pacific Standard Time, in order for it to go out the next day. For Express and Next Day Air shipping, items are shipped the very same day as long as the order is received by us by noon, Pacific Standard Time.

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Order Information International

Do you ship outside of the United States?

Yes. Mrs. Lin's Kitchen ships internationally. Currently, MrsLinsKitchen.com only ship to the following countries: Argentina, Aruba, Australia, Austria, Bahamas, Barbados, Belgium, Bermuda, Brazil, Canada, Cayman Islands, Chile, China, Costa Rica, Cyprus, Denmark, Egypt, Fiji, Finland, France, France, Metropolitan, Germany, Greece, Greenland, Guam, Guatemala, Hong Kong, Iceland, Ireland, Israel, Italy, Jamaica, Japan, Republic of Korea, Kuwait, Luxembourg, Macau, Malawi, Mexico, Monaco, Netherlands, Netherlands Antilled, New Caledonia, New Zealand, Norfold Island, Norway, Panama, Papua New Guinea, Peru, Philippines, Poland, Portugal, Puerto Rico, Saudi Arabia, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Turkey, US Minor Outlying Islands, United Arab Emirates, United Kingdom, Venezuela and Virgin Islands (U.S).

If your country is not listed, please do not submit your order.

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When will my order be shipped?

International orders will only be shipped after payment has been received.

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When will I receive my package?

This varies from country to country. Depending on where the shipment destination is, the time required for you to receive your package will differ. For more information, you can contact our customer service department via e-mail at: support@mrslinskitchen.com.

At Mrs. Lin's Kitchen, our preferred carrier of choice is the United States Postal Service (USPS) because it offers the most affordable shipping rates. You have the option of choosing to deliver your package by Express International which (3-5 days), Priority International (6-10 days), or First Class International (varies depending of country of destination).

Please note that First Class mail option has a maximum limit of 4 lbs per package.

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What is the shipping cost?

The shipping and handling cost is based on the weight of the package and the destination of shipment. Shipping prices will vary from country to country. We can provide shipping and handling quotations on request.

All of our merchandises have product weight information that can be found in the dimension tab on the product page. To get an estimate on the shipping price to your country, simply visit http://www.usps.com.

On the USPS website, choose "Calculate Postage." Next, pick the appropriate option between domestic and international postage. You will be prompted to select a destination for the package. Provide shipping date and time and select the preferred method of shipment. The final postage price will be calculated once all the information has been provided.

For international orders, please e-mail us at support@mrslinskitchen.com with the item(s) you are interested in ordering, quantity, and the shipping address for a price quote. We will get back to you within three business days.

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What is your policy regarding duties and taxes?

Mrs. Lin's Kitchen is not responsible for any brokerage fee, tariff and tax which will be collected at the time of the delivery. This means that you will be responsible for any duties or taxes incurred. For more information, contact your country's custom agency. Some products are subject to tariff and it is different from countries to countries.

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What currency are the prices in?

All prices on our website are listed in USD.

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Is there a minimum order amount?

There are no minimum order amount restrictions at Mrs. Lin's Kitchen. However there may be minimum order amount requirements if a coupon is used. Please see disclosure on our coupon page. Our coupon page can be found at the bottom right corner of our home page. Check out our coupon page to find our latest deals.

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What are my payment options?

We only accept payments made by Visa, MasterCard, American Express, and PayPal. Signature as well as copy of front and back side of credit card may be requested for large orders. We will contact you should such a request be necessary.

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Do you offer samples of products?


We do not offer samples of products. You are welcome to make an order of an item of interest to see if it matches you needs and requirements.

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Is there a rush order option?

International customers may choose to have their order shipped via FEDEX express or other expedited services which are guaranteed and faster. Please let us know what your preferred method of shipment and carried of choice is when you place your order with us.

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Returns, Exchange and Claims

What is your return and exchange policy?

To return a merchandise, the return must be reported to Mrs. Lin's Kitchen within 30 days of the item's receipt. You can report via e-mail at: support@mrslinskitchen.com. You will then be issued a RMA (Return Merchandise Authorization) number. Returns without a RMA number will be subject to delays in processing. The return copy form, found on the back of the packing list under the section of "Return and Exchange Policy", must be filled out.

All returned merchandises must be returned in new and unused condition with package intact and all accessories and manuals included. Returns must be received within 30 days. If the original packaging and accessories are not included in the return package, there will be a 15% re-stocking fee applied. Shipping fee is not refundable. Mrs. Lin's kitchen will not be able to process any returns that is not reported and returned within the timeframe.

To exchange a merchandise, the same process is required and the same restrictions apply. All exchanges are processed as returns. Please order a new order for the desired item on Mrs. Lin's Kitchen. You will not need to wait for us to receive the exchanged item before making your order.

For damaged and defective items, the same process is required as above. Upon receipt, we will inspect the merchandise and process either a refund or replacement accordingly.

For a more detailed explanation on our return and exchange policy and procedure please visit our Return and Exchange section in our customer service page.

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What happens if I refuse my package when it arrives?

Shipping and Handling fee will not be refunded and a 15% restocking fee will be charged when products are received by Mrs. Lin's Kitchen.

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How do I claim for a damaged or defective item?

To claim for a damaged or defective item, you will need to follow the process as a return. You will need to report the damaged item via e-mail at: support@mrslinskitchen.com.

You may be asked to send us an image of the damaged or defective goods. Or you may have to return the goods within 30 days. You may also need to retain merchandise for up to 10 business days for the carrier to retrieve the package for examination.

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When will I received my refund on a return or claims?

Returns and claims can only be processed when the returned merchandises have been received. The processing usually takes about two weeks. Once the return or claim has been processed, Mrs. Lin's Kitchen will send an itemized credit memo via email, and the refund will be posted to the original credit card used in the purchase.

Please note that it may take 2-3 days for the bank to post the refund to your account.

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How do I claim for a missing items?

Please email us at support@mrslinskitchen.com to report a missing item. Missing items need to be reported within one week of delivery.

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I received your product as a gift and would like to return or exchange it with other item, what should I do?


You may return the merchandise and you will be issued a store credit. Store credit doesn't include shipping and handling. If you would like to exchange it with another item, all exchanges are processed as returns. To see the return process, please see our return and exchange policy.

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Shipping and Fulfillment

When will I receive my parcel (International)?

This varies, depending on the shipping method selected when order was finalized. Please refer to the above section on international shipping for more information.

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When will my order be shipped?

For Standard Shipping option, order will be shipped within 1 to 2 business days from order date, excluding weekends and holidays.
For Expedite Shipping option, order will be shipped the next business day from order date, excluding weekends and holidays.
For Express Shipping option, order will be shipped the same business day as order date, excluding weekends and holidays.
For AK, HI, and US territories customers, order will be shipped within 1 to 2 business days from order date, excluding weekends and holidays.

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When will my order be shipped (International)?

International orders will only be shipped after payment has been received.

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Do you ship to P.O.Boxes?

Yes, we ship to P.O boxes via USPS.

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Do you ship to APO/FPO addresses?

Yes, we ship to APO/FPO addresses via USPS.

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Will I receive an email confirmation?

Yes. Once you have completed an order online, you will receive an email confirmation with details of your purchase. Email confirmations are only for customers who ordered from us online.

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Will I receive tracking information for my package?

Yes, USPS or FEDEX tracking numbers are emailed to our customers when orders are shipped. You may track your package either from http://www.fedex.com for packages shipped via FEDEX or http://www.usps.com for packages shipped via USPS.

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How do I ship to multiple adresses?

To ship to multiple addresses, please place multiple orders.

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What does back order means?

A back order refers to an order made that cannot be immediately fulfilled because the desired item is unavailable. In other words, it is an order in which the customer is prepared to wait until the order can be fulfilled once the item becomes available.

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About us/Contact Us

What are your hours of operation?

Our operation hours are from Monday to Friday, from 9:00 am PST to 5:00 pm PST.

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Where is Mrs. Lin's Kitchen located?

Mrs. Lin's Kitchen is located in Pleasanton, California. We are a solely online store, and we have been serving the internet community since 1997. You can write to us at:

Mrs. Lin's Kitchen
2415 San Ramon Valley Blvd #4-268
San Ramon, CA 94583

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How do I contact customer service?


You can contact our customer service by email or mail. You can email us at support@mrslinskitchen.com.

To contac us by mail, you can send your correspondence to us at:

Mrs. Lin's Kitchen
2415 San Ramon Valley Blvd #4-268
San Ramon, CA 94583

Your questions are important to us. We strive to answer your queries and address your concerns. We will try our best to answer your calls and email within 72 hours on weekdays (Monday – Friday, excluding holidays).

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Why you should buy from us?

We have a wide selection of quality Asian kitchenware and home accessories, offering you the best Asian products at great prices. We value all of our customers and aim to always provide you with timely and excellent service. Our customer service is always on standby to help you out.

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Do you offer store pick up or can we return orders directly to your office?

No, we do not offer store pick up or store returns. We are solely online and have no show room or will call location for pick ups or returns.

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I am a retailer. Do you sell wholesale?

Mrs. Lin's Kitchen is an online retailer and we do not sell wholesale.

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I am a retailer. Do you drop ship?

No. We do not drop-ship.

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I am from the press. Who should I contact?

Email us at support@mrslinskitchen.com. Please specify the nature of the business in your email or call.

If you are requesting samples for press, please submit your request in a letter specifying which products are being requested and what it will be used for, as well as, which issue the product/products will be featured in. We will also need to find out how the samples will be returned. The letter of request needs to be received by us before samples are sent out. Please use company letter head.

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How do I provide feedback?

At Mrs. Lin's Kitchen, we welcome any feedback you may have for us regarding your shopping experience. You can leave us feedback by email or mail.

Give us your feedback by emailing us at: support@mrslinskitchen.com.

You can also send us your feedback by mail at:
Mrs. Lin's Kitchen
2415 San Ramon Valley Blvd #4-268
San Ramon, CA 94583

You can also see what other customers are saying about us in our "Customer Testimonial" section.

You may also read up on customer reviews of our products. Many of our products have been reviewed by customers who have purchased from us.

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Security and Policy

Are online transaction on your website secured?

At Mrs. Lin's Kitchen, we ensure that as our valued customer all your online transactions are secured and protected. All orders placed on our site are encrypted using SSL technology that safeguards all of your personal information including your name, address, and credit card information as it is being transmitted over the internet.

In order for the SSL security to work, you will need an SSL-enabled browser (Mozilla Firefox, Microsoft Internet Explorer® (7.0 or higher) or any compatible Secure Sockets Layer (SSL) browser). The newest versions of these browsers can be downloaded from the Morzilla Firefox or Microsoft websites.

American Online (AOL) users must use AOL version 9.0 which uses Internet Explorer 8. Please make sure the most updated version is correct for all browsers.

To ensure that you are in a secured environment, look for the closed padlock icon or an unbroken key in the lower left corner of your browser screen (This icon will be found on the lower right for Microsoft's Internet Explorer).

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How is my contact information used?

Mrs. Lin's Kitchen respects the privacy of all our customers and you can be assured that we will not sell, distribute, or share your name, address, email or any other information.

Our website uses a third-party web beacon from Yahoo!. It analyzes where visitors go on our website and what they do when visiting our site. Yahoo! may use anonymous information of your visits to this and other websites to improve its products and services, and provide advertisements of goods and services of interest to you. You can find out more about this service and your option of not having this information used by Yahoo! here.

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Still need help?

If you still require assistance, please contact our customer service department directly. You can contact us via e-mail at: support@mrslinskitchen.com.

At Mrs. Lin's Kitchen, we aim to provide you with timely assistance for all of your enquiries. You will hear back from us within 72 hours (Excluding weekends and holidays).

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General Questions

Do you have a printed catalogue?

As an online retail store, we only offer an online catalogue. At Mrs Lin's Kitchen, we aim to provide you with the best and the latest of quality Asian products. Our online catalogue is updated regularly. Please visit our "What's New" section to browse our latest products.

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Do you offer personalized items such as personalized chopsticks or cups?

Yes, we offer personalization service.  The minimum quantity required for this service is 1000 pairs for chopsticks and it takes three months from the date of order. For cups, the required quantity is 50 cups and requires three weeks. 

For personalization service, we recommend choosing a plain color product as busy designs will distract from the personalization.  For a price quotation, please submit a request including information on date items are needed, quantity desired, color of merchandise, color of logo, design work, color of design and other information that may be required for an accurate price quotation.You can contact our customer service directly via email for further information.

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Do you offer discounts for bulk purchases?

Mrs. Lin's Kitchen offers a price break for purchases of $250 and more and for chopsticks over $150. Please email us at: support@mrslinskitchen.com for a price quote. Please include in the email the list of items you are interested in, including the desired quantity of each item (limited to quantity of two to three for each item), due date for delivery, and your contact information.

Please note that there is no return or exchange for bulk purchases.

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Do you accept purchase orders?

Yes, we accept purchase orders, but all purchase orders have to be paid by the above mentioned accepted methods of payment. Please also note that we do not offer credit terms. All orders will only be shipped when the payments are made even if the order is made by purchase order.

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How do I use coupon code?

For online orders, simply input your coupon code during checkout. Please visit our coupon page to see our latest offers. You will find our coupon page on the bottom right hand corner of our home page. We update it regularly with our latest offer, so check out our coupon page to see the latest deals.

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Do you have an affiliate program?

No.

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Do you have a link exchange program?

No.

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What should I do if the product I want is out of stock?

Please contact us via email or call us. Provide us with the product number, product name, quantity you desire, as well as the date items are required by. We will respond with an estimated delivery date.

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I couldn't locate the product(s) I want, what should I do?

You may contact us directly for more information. If we do not have the desired merchandise listed online, we can help you locate what you need. Please note that this is consider a custom/special orders and there is a minimum order amount. All special orders cannot be returned or exchanged, and all purchases are final.

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How can I find out more about the culture, meaning and history behind the featured Asian products?

If you have more questions about Asian products and the culture and history behind them, please browse our monthly newsletter and our glossary.  Our newsletters feature an interesting aspect of Asian culture every month, and our glossary offers a quick guide to questions you may have about Asian culture.  We welcome any feedback or suggestions you may have for us.  Please feel free to contact us by email at: support@mrslinskitchen.com.

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Other Services

Do you have Gift wrap service?

Yes.  We provide gift wrapping services.  For six dollars, we will wrap your gifts in beautiful oriental paper and ribbon.  We will also attach a gift card with your own personal message.  Please write your personal message (a maximum of twenty words) in the "special instructions" portion of the order form. Please specify the item number and name if you have more than one item in your order. 

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Do you have Gift registry service?

Yes. We have gift registry service. You will find the gift registry link on the top right hand corner of our homepage. You can create a gift registry or search for one. To create a gift registry, click on "create a gift registry". Please fill in all the required fields. To find a gift registry, simply enter the first and last name of the person whose gift registry you are looking for.

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What is reward program and when can I redeem my points?


At Mrs. Lin's Kitchen, we have a reward program where you can earn points for every purchase you make that can be redeemed for gift cards and more.

To redeem reward points, you will need to create an account with us. Simply follow this link and provide us with all the require information and hit "Create" to start your account with us.

Redeeming points is simple. All orders placed on or after 12/28/2009 will receive reward points. 1 point is awarded for every $1.00 spent on valid purchases. 5 points are awarded for every approved product review. When you have collected sufficient reward points, you can visit the "Redeem page" and click on the "redeem" button next to any qualifying product.

Please note that tax, shipping, and promotional products are not eligible for reward points.

To find out more about our reward program, you can also follow this link to learn more.

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