Frequently Asked Questions

 

Shipping 


What is the shipping and returns policy of WMF Americas?  

To see our full shipping and returns policy, please visit our Shipping & Returns page by clicking here.

 

What does WMF Americas charge for shipping?

Continental United States

Flat Rate                  $9.95

Alaska & Hawaii Shipping Costs

Flat Rate                    $50.00


*NOTE:  We do not offer flat rate shipping for orders over 100lbs that may require special handling (i.e.: residential addresses, addresses without lift gates or require inside delivery or special delivery appointments).  Orders will be canceled after 24 hours if a customer does not return our contact request to pay for the additional shipping fees associated with the special handling shipping cost.  The company, at its discretion, may also limit the quantity of sale items purchased and/or multiple orders for identical items shipped to the same address.  This includes return shipping as well, if a return shipment is over 100lbs and requires special handling, the customer must return these items at their own expense.


When will my order be delivered?

Each order is allotted 7-10 business days to process and ship. After the order is processed and shipped out of the WMF Americas warehouse, a shipment confirmation, which will contain the tracking information for the order, will be sent automatically via email.

 

I am attempting to enter a  shipping address for Canada. Why am I getting an error?            

We currently do not ship to addresses that are outside of the United States. You may use a credit card issued outside of the United States but you must have a shipping address in the United States to complete the order process. 

 

Does WMF Americas ship outside of the United States?                                                                 

No. We currently do not ship outside of the United States.

 

Does WMF Americas take credit cards issued outside of the United States?

Yes. We currently accept credit cards that have been issued outside of the United States.                                                                                                        


What is the back order policy of WMF Americas?

WMF Americas does not back order merchandise. If an item is unavailable, you will be notified of the unavailability and the item will be removed from your order. It will not be shipped to you, and you will not be charged for it.

 

Does WMF Americas offer any other shipping method than standard ground?                            

No. WMF Americas ships standard ground and does not offer any quicker shipping method at this time.                

 

Returns

 

I would like to make a return. How does WMF Americas' return process work?

Should your WMF, Silit or Kaiser products require warranty service, please contact our Consumer Service Department at consumer@wmfamericas.com  or by phone (800) 966-3009 for a warranty evaluation and return authorization number. Upon approval of your claim, WMF,Silit or Kaiser will repair or replace the item without charge. If the replacement product is no longer in production, one of equal or greater retail value will be given.

Return Address

WMF Consumer Returns
2199 Eden Road
Millville, NJ 08332

 

 I had my order shipped to an APO Address. Do I still qualify for free returns?

Due to issues occurring with APO and PO boxes, WMF Americas no longer ships to APO or PO boxes. We need a physical United States address for shipping. This would automatically exclude any returns from APO boxes.


If I use a freight forwarding agency to ship my order, how should I report damage?

WMF Americas Group Inc. is not responsible for damaged product or missing pieces of an order if it has been shipped using a freight forwarding agency. All warranties are voided when a freight forwarding agency is used and items are shipped in a secondary shipment overseas. If you used a freight forwarding agency, please ensure that your agent at the freight forwarding agency inspects the products for damage/defects or missing items and reports it within 24 hours of the delivery date from WMF Americas Group Inc. to the freight forwarding agency.  Once product leaves the US, all liability is relinquished by WMF Americas Inc.


 I did not purchase my WMF items from the WMF Americas website. Can I still return them to WMF Americas?

No. If products were not originally purchased from the WMF Americas website, they cannot be returned or exchanged at WMF Americas. Products must be returned or exchanged at the original place of purchase.


I used my WMF product and decided I do not like it. Can I return it?

No. Items being returned must be in their original packaging and in unused condition. They should be sent back to us in the original shipping carton before 21 days have expired after they were delivered to you. Items will be inspected after their return to the WMF Americas warehouse to determine their condition. If you return used items to WMF Americas, you may pay a $10.00 shipping fee to have the items shipped back to you.


If you have any other questions in regards to WMF Americas' Shipping and Return Policy, please click the Shipping & Returns link to read more.


Cancelling an Order

Due to our expedited order system order may not be cancelled. 

 

Warranty Claim


I would like to make a Warranty Claim. How do I proceed?

If a warranty claim is requested, please fill out the Warranty Claim Form for the quickest processing of your warranty claim.  

 

Order Changes & Updates


I received a notification that my order was cancelled or items were removed due to "unavailable items."  When I placed the order the items were available. How did this happen?

We do our best to manage product inventory, but during times of heavy website activity, unavailability of products can occur even after an order is placed. This unforeseen activity cannot be controlled by us. In the event that products become unavailable, they are automatically deleted from an order, and customers are notified via e-mail of the change to their order. These removed items will not be shipped out or charged to the customer. WMF will notify the customer within 7 days from the order date if there has been a change in their order.                                                                                                  


I entered in my shipping/billing address incorrectly.  Can I contact you to correct it?

No. Unfortunately, once an order is submitted, no changes or edits can be made to the order. You will receive a shipping email with your tracking number when it is shipped. You can then contact the shipping provider (UPS or FEDEX) and, for a small fee, you can change the shipping address with them.


I want to add/remove/change items on my order.  Can I contact you to make these changes?

No. Unfortunately, once an order is submitted, no changes or edits can be made to the order. You can place a separate order for any additional items that you did not include.


Viewing Order & Order Tracking


Where can I view my order and keep track of my order progress?

If you already have an account with WMF Americas, you can log into your account and view your order progress. If you have not yet created an account, learn how to do so by clicking here.

 

How do I receive an order tracking number when my order ships?

When your order ships, we will send you a shipping email that will include your order details and  UPS tracking number. If you do not receive your shipping email with a tracking number or if there is something wrong with your tracking number, please email us at consumer@WMFAmericas.com.


Pressure Cookers

Pressure Cooker Diagram

 

What do I do if I cannot get my pressure cooker lid on/off?                                 

When you are putting your lid on or taking it off, be sure that the dimple on top of the lid to the left of the lid handle is lined up with the cooker handle. The two must be lined up in order to put the lid on and lock it as well as to take it off and unlock it.                         


My heating up time is too long and my cooking indicator (1) does not rise. What’s wrong?                                                      

In most cases there is nothing wrong with your pressure cooker. There could be a number of causes  for these issues, such as:

  • The size of the stove burner is unsuitable. To ensure that this does not occur again, make sure that the diameter of the base of the pressure cooker matches that of the burner.
  • An incorrect heat setting is being used. You may need to turn up your heat ever so slightly. Remember that a little heat goes a long way. A slight adjustment may be all that is needed.
  • The lid may not be closed correctly. To check if this is the cause of the problem, fully reduce the pressure, open the lid, and check that the sealing ring fits correctly. After making sure that the sealing ring fits properly, close the lid again (as in the instructions that came with your pressure cooker) and try again to see if the problem is remedied.
  • The ball in the safety valve (9) does not fit correctly. To check if this is causing the problem, fully reduce the pressure, open the lid, and check the safety valve (9) making sure that the metal ball is positioned correctly. After checking the positioning of the metal ball, close the lid and try using your pressure cooker again.
  • There is no liquid in the pressure cooker. To check if this could possibly be the cause of your problem, fully reduce the pressure, open the lid, and add liquid. It is recommended to have a minimum of at least 1 cup of liquid.

         

Steam is escaping from the lid. Is there something wrong with my pressure cooker?                                                                            

 In most cases there is nothing wrong with your pressure cooker. This could be caused by a number of things such as:

  • The sealing ring (10) and/or the rim are dirty. To check if this is the cause of the steam escaping, fully reduce the pressure and open the lid. Then, clean the sealing ring (10) and the rim. Replace the lid and try to use your pressure cooker again.
  • The regulator (7) is not set to the “Zu/Locked" position. To check if this is the cause, be sure to push the regulator (7) to “Zu/Locked” position. Try using your pressure cooker again.
  • The sealing ring (10) is damaged or hardened (through normal wear and tear). If this appears to be the cause, simply replace the ring (10) with an original WMF replacement sealing ring, which is available for order on our website.

 

Steam is escaping continuously from the safety valve (9). Is there something wrong with my pressure cooker?   

No. In most cases there is nothing wrong with your pressure cooker. More than likely the ball is not in the correct position in the safety valve and has probably been pressed into the upper chamber. To see if this is the cause, fully reduce the pressure, open the lid, and press the ball into the lower chamber of the valve. Check the maneuverability of the main valve (3) and close the pressure cooker again, giving the pressure cooker another try.

 

A lot of steam escapes through the cooking indicator (1). Is there something wrong with my pressure cooker?               

In most cases there is nothing wrong with your pressure cooker. Most likely the cooking indicator seal (2) on the inside of the lid handle is not in the correct place or is damaged. Reposition the cooking indicator seal (2), and if this does not remedy the problem, replace it with an original WMF replacement seal.

 

While using my pressure cooker a loud humming noise occurred.  Is there something wrong with my pressure cooker?

In most cases there is nothing wrong with your pressure cooker. On a high heat setting, a humming noise may occur. This noise arises for technical reasons as well as being a safety feature. It does not indicate a fault in your pressure cooker.

 

Sometimes when I am using my pressure cooker it burns my food. Why is that?

In most cases, burnt food is caused by the heat source being too high. Since pressure cookers use pressure to cook, a little heat goes a long way and can build up quite a bit of pressure. Ensure there is enough liquid to bring the pot to pressure and do not let the pot go dry during the cooking process.  

 

Is it normal to see a small amount of water drip under the rim during cooking?

No. In most cases, this is not normal. This is caused by one of two things. The first cause is that you have too much water in the pressure cooker. To resolve this issue, you first need to fully reduce the pressure in your pressure cooker. Then, simply take the lid off and remove some of the liquid. The second cause is that the sealing ring inside the rim of your pressure cooker could be dirty or damaged. To resolve this issue, fully reduce the pressure of your cooker, remove the lid, and then clean your sealing ring. If, upon further inspection, you find that the sealing ring is damaged, simply replace it by ordering a new one from our website.


If something goes wrong with my pressure cooker, can I send it back to be serviced?

Yes. To send your pressure cooker back for a warranty repair, please contact WMF Americas customer service at consumer@WMFAmericas.com. Frequently, a photo to reference the issue, a brief description of the issue, and your order information (if applicable) will need to be provided. Sometimes, however, a warranty repair is not necessary because our website provides replacement parts for sale. In most cases, a new part is all that your pressure cooker may need.


 How many years warranty does my pressure cooker have, and what does it cover?

A WMF pressure cooker has a 3-year limited warranty from the date of purchase with a valid Warranty Registration Card or proof of purchase. WMF has the right to deny any warranty claim that does not include the Warranty Registration Card or proof of purchase. This warranty only covers defects in the material or workmanship of the pressure cooker and does not include damage caused by misuse or abuse of your pressure cooker.


What does the pressure cooker warranty NOT cover?

The warranty does NOT cover any of the following:

  • Parts that can be replaced such as the cooking indicator seal, safety valve, sealing ring, and handles, which are all subject to normal wear and tear and for which WMF offers replacement parts at the WMF Americas website.
  • Damage resulting from unauthorized repairs or from the use of non-genuine WMF replacement parts or accessories.
  • Failure to follow operating instructions or warnings in your instruction manual.
  • All damage resulting from accidents.
  • Damage suffered in transit.
  • Misuse or negligence (including overheating and boiling dry).
  • Normal wear and tear such as scratches, dulling of the finish, staining, etc.


What is a Warranty Registration Card or Voucher, and where do I get one?

A Warranty Registration Card is a physical card that is included in the box with your new pressure cooker. It can be found attached to the back of your pressure cooker operating instructions booklet. This card must be filled out with all required information and then mailed back to WMF Americas Group Inc. This information is very important, especially if you need to make a warranty claim on your pressure cooker. Without it, your claim may be subject to refusal and you may be held as the liable party in the claim. 

If you would like to register your warranty online, please visit http://www.wmfamericas.com/shop/warranty-registration to complete your registration. 


While using my pressure cooker or other WMF cookware, the bottom plate fell off! Is this a warranty claim?

In most cases, this is not a warranty claim and is usually due to improper use of the cookware. Improper use includes the wrongful and unnecessary use of constant high heat and especially high heat over a period of time. 

 

If my bottom fell off, can it be repaired?

No, this type of damage cannot be repaired.


WMF & Silit Cookware

Is WMF cookware suitable to use on all stovetops?

Yes. WMF cookware is suitable for all stovetops, including induction ranges, unless otherwise directed.


 What material is Silit cookware made out of?

Silit cookware is made out of Silargan®, which is an ultra-hard, ceramic high-gloss surface. It is nickel-free and dishwasher-safe unless otherwise directed.  

 

What is the maximum oven temperature for cookware lids and handles?

The maximum oven temperature is dependent on the lid and handle material. To learn more about the maximum oven temperatures for the lids and handles of specific WMF cookware, Click Here.

 

Is Silit cookware suitable for all types of stovetops?

Silit cookware is suitable for all stovetops, including induction ranges, unless otherwise directed.


After cooking with my Silit cookware, I noticed some white spots and discoloration on the pan. Is this a defect?

No. This is not a defect. Depending on the composition of the cooking water, calcium deposits may remain on the pot. These deposits can be removed without difficulty using a mild cleanser or Silit's special cleanser (91.9808.0000) which is available on our website.

 

 Is WMF cookware that is made in China the same quality as WMF cookware that is made in Germany?

Yes. Our cookware is made of the same materials and held to the same high-quality standards, no matter where the cookware is made. We hold all of our factories to strict manufacturing and materials specifications. We maintain strict oversight and monitoring of the manufacturing process to ensure that the quality of our cookware, whether it is manufactured in China or Germany, is of equal quality and meets all WMF quality standards.


I tried to cook eggs in my Silit cookware, and they stuck? Is this a defect?

Food sticking to your pan is not a manufacturing defect but, rather, is a result of having the heat too high. Eggs are especially delicate and are very susceptible to overheating. In order to cook the best eggs, you must reduce the heat under your Silit cookware; and, if not previously done, you must be sure to use oil or butter as well. During cooking, WMF and Silit pans require very little heat compared to other pans because they have amazing heat retention. This results in great energy savings for you, the consumer.


What is the best way to care for my stainless steel cookware? Do you have any tips?

If you need to know the best way to care for your stainless steel cookware, please visit our page on caring for your stainless steel cookware by clicking here.

 

What is Cromargan® Stainless Steel?

Cromargan® is the registered trademark of WMF's 18/10 stainless steel since 1927. The Cromargan® alloy consists of 18% chromium, 10% nickel, and 72% steel. The steel in stainless steel is made stainless by the addition of chromium while nickel makes it acid-resistant and adds gloss. This unique composition results in a material with high-performance characteristics.

Cromargan® stainless steel has the following advantages:

  • It is dimensionally stable.
  • It is tough.
  • It is taste-neutral and resistant to all food acids.
  • It is easy to clean and dishwasher safe.

 

 

Kaiser Bakeware


 Is the water-bath method of baking cheesecakes suitable for use with Kaiser's springform pans?

No. The water-bath method is not suitable for Kaiser products and affects them the same as washing them in the dishwasher does. Kaiser springform pans are made of steel with a micro-porous non-stick coating, which makes them sensitive to the water vapor that can pass through the coatings and cause corrosion by the water coming in contact with the steel. The resultant corrosion formation causes coating infiltration and detachment.

Our baking molds are only suitable for baking in the oven. Food should be removed from Kaiser baking pans as soon as possible and should not be stored for several hours in the pans to avoid the build-up of condensation and corrosion.

NOTE: Kaiser pans are leak-resistant, not leak-proof. 

 

The springform buckle on my Kaiser pan broke. Is this covered under warranty?

Yes. The buckle on all Kaiser pans has a lifetime warranty.


How would you recommend cleaning my Kaiser pan?

It is recommended that you only clean your Kaiser bakeware by hand, using a soft cloth in hot water with a non-abrasive dish soap.  Do NOT use commercial cleaners or aggressive cleaning agents. Be sure that you do not use any abrasive cleaning tools such as steel wool, wire brushes, course sponges or scrapers. If sharp or abrasive materials come in contact with the sides of the pans, it can cause the coating to crack and peel.

 

 WMF reserves the right to change its policies regarding shipping/returns/warranties/cancellations at any time without notice.

 

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