FAQ

Frequently Asked Questions

Ordering

How do I place an order?

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

After checkout has been completed successfully, an order confirmation will be sent to the email address provided during checkout.

Can I change or cancel my order?

Contact us as soon as possible at service@silipano.com.

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

Products

What types of products does Silipano sell?

Silipano offers silicone kitchen utensils and other practical everyday cooking tools, including spatulas and kitchen-utensil sets in a variety of styles and configurations.

Do all Silipano products have the same features?

No. Features, materials, dimensions, included accessories, designs, handle materials, set sizes, and other specifications may vary between products.

Please review the individual product page for the specifications and features of the particular product or model you are purchasing.

Shipping

Where do you ship?

We currently ship eligible orders to:

• United States
• Canada
• Australia

How long does order processing take?

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

How long does delivery take?

Standard delivery generally takes approximately 5–12 business days after dispatch.

Processing time and delivery time are separate.

Do you offer free shipping?

Yes. Eligible orders of US$29 or more qualify for free standard shipping.

For orders below US$29, applicable shipping charges are displayed during checkout before payment is completed.

Where will my order ship from?

Orders may be fulfilled from our own or partner facilities depending on inventory availability and the delivery destination.

Tracking

How can I track my order?

When tracking information becomes available after dispatch, a shipping confirmation email containing the available tracking details will be sent to the email address provided during checkout.

Why has my tracking not updated?

Tracking information may take several business days to update after a shipping label is created.

If your tracking has not updated for an extended period, contact us with your order number.

What if tracking says delivered but I cannot find my package?

Check your mailbox, delivery area, building reception, household members, neighbors, and any safe location where the carrier may have left the package.

If you still cannot locate it, contact us so that we can review the available delivery information.

Returns

What is your return window?

Eligible products may be returned within 30 calendar days after delivery.

Please contact us before sending any item back.

Where do I send my return?

Do not automatically send returns to our registered business address.

After your eligible return request has been approved, our customer support team will provide the correct return warehouse address and instructions.

Who pays return shipping?

For eligible preference-based returns, such as a change of mind, the customer is responsible for applicable return shipping costs.

If an item arrives damaged, defective, incorrect, incomplete, or materially different from the applicable product description, we will provide an appropriate solution at no additional cost to you where the claim is approved.

Refunds

How will I receive my refund?

Approved refunds are issued to the original payment method.

How long does a refund take?

Approved refunds are generally issued within 5–10 business days after an eligible returned item has been received and inspected.

Your bank or payment provider may require additional time to display the refund.

Damaged, Defective or Incorrect Orders

What should I do if there is a problem with my order?

Contact us as soon as possible and include your order number, a description of the issue, and clear photographs or videos where relevant.

Photos of the product, packaging, and shipping label may help us review the issue more efficiently.

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 the payment services currently available.

Is checkout secure?

Checkout is processed through Shopify and authorized payment providers using security measures intended to protect payment and transaction information.

Customer Support

How can I contact Silipano?

Email: service@silipano.com

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

We aim to respond within 1–2 business days.