Most Frequent Customer Service Inquiries
How can we contact you?
The quickest way to reach us with any questions is by email: firstname.lastname@example.org
What is your nonstick surface made of?
We use the highest grade, American, PTFE coating on the market that is resistant to heat up to 500 degrees and is oven and dishwasher safe. The coating is also PFOA free.
This coating lasts much longer than coatings like ceramics that degrade every use and has shown to last up to 10x some competitor surfaces.
In regards to scratching, our coating is one of the most scratch resistant coatings on the market.
I generally cook with cast iron. What should I expect with stainless steel?
The truth is that stainless steel frying pans are much more versatile than cast iron. First off, they heat up much more evenly and quickly than cast iron. Despite popular belief, cast iron is not actually a good conductor of heat.
The other issue is that cast iron may impart a metallic taste on acidic foods due to a metal reaction. Our high-grade stainless does not impart any flavor to the foods. So if you cook certain types of sauces or pan sauces that are acidic, you may want to avoid doing these in cast iron.
The issue most people run into when making the switch to premium stainless steel from cast iron or some cheap cookware, which aren't great at conducting heat, is that they jack up the heat and way overheat the pan. This will cause oil or food to burn onto the pan. Our pans are very good at conducting heat, so you really only need to put them over low/medium heat for about 2 minutes to get them to the perfect temperature.
With regards to cleanup, cast iron requires special maintenance and should be treated differently than stainless steel pans.
About the Product
What are the dimensions of your products?
2 QT Sauce: height = 3", diameter = 7.5", Total Length = 16.5"
3 QT Sauce: height = 4", diameter = 7.5", Total Length = 16.5"
5 QT Stock: Diameter = 8.5", Height = 5.25", Handle-to-handle = 13"
8 QT Stock: Diameter = 11", Height = 5.5", Handle-to-handle = 14.5"
8" Frys: Length = 15.25", Cooking Surface = 5" diameter, Total Diameter = 8.5", Height = 2.5"
10" Frys: Length = 18.5", Cooking Surface = 7.5" diameter, Total Diameter = 10.5", Height = 3"
12" Frys: Length = 20.5", Cooking Surface = 9.5" diameter, Total Diameter = 12.5", Height = 3.5"
4 QT Saute Pan: Length = 21", Cooking Surface = 10" diameter, Height = 3"
What is this 5-ply thing you keep talking about?
Product in our industry is, in part, differentiated by metal composition. In the "premium" market you have things like, triply, 5-ply, copper core, etc. Think of our 5-ply like a sandwich. The outer layers of “bread” are premium stainless steel. Stainless steel provides durability, induction compatibility, and a non-reactive surface. The “meat” of the sandwich is three layers of aluminum, which is a metal known for its heat conductivity and responsiveness. Like in a sandwich, the thicker the aluminum interior better (so 5-ply is better than tri-ply) and the combination of stainless steel and aluminum is a match made in cooking heaven. Two layers of stainless plus three layers of aluminum = 5-ply.
Will the handles get hot?
Depends on which item. Our long handles (on our fry pans, sauce pots, and saute pan) are made of a hollow stainless steel handle. This allows for the heat to disperse over a greater surface area, so as you move away from the handle base the handle gets cooler. For the items with long handles (sauce pots, fry pans, saute pans), you can generally grab the long handle without a glove or towel under normal operating conditions.
Our “helper handles” on our stock pots and saute pan are designed for a low profile in order to stack better, so they do not disperse heat as well as the long handle. We recommend using a protective layer between you and our helper handles.
Is the cookware dishwasher safe? Even the non-stick?
Yes, all of our cookware is dishwasher safe, however, we urge you to get your hands wet and give it a little elbow grease. Even though you can, you wouldn’t put a Ferrari through a car wash.
You can even treat our non-stick pans in the same way.
Is your cookware induction compatible?
Our cookware works great on all surfaces, including induction.
What type of tools can I use with your cookware?
Our cookware is durable and can stand up to any tools. We, however, recommend using high-grade silicone, plastic, or wood tools to help preserve the beautiful appearance of your cookware.
I’ve heard non-stick surfaces are dangerous for my health, what’s the deal with that?
Whoever told you that is living in the 90s! Made In non-stick surfaces are all made PFOA-free and uses a high-grade, American, PTFE coating. Interestingly enough, you can technically eat it if you wanted to (although we've done in, we don't recommend it.)
Our nonstick starts to degrade around 500 degrees Farenheight, so we don't suggest exposure to temperatures much higher than that. The material itself begins to decompose around 662 degrees.
We know ceramic is a hot word on the streets right now in nonstick coatings. The issue with ceramic is, although it looks bright and glossy, every time you use it the coating degrades (and rather quickly). Our high-grade PTFE lasts much much longer than ceramics on the market...so no more replacing your nonsticks every year.
In all seriousness, we know nonstick safety does worry people. If you want more information or studies on the safety of our nonstick surface, please reach out to us at email@example.com.
Where is Made In available for purchase?
Currently Made In cookware is only available online on our website. We pass on the savings and put more money into the product because we don’t have to pay retail rent.
What payment methods can I use?
You can use most major credit cards, Amazon Pay, and we are working with PayPal to get that live soon. On mobile, Apple Pay is intergrated with our website as well. Maybe soon we’ll accept cryptocurrency.
How long after my order is placed until it is shipped?
We'll shoot for shipments the following day after your order is received. You will receive both an order confirmation email as well as a shipment notification. You will also be notified by email when your shipment is out for delivery and when it has been delivered. Most times our shipments go out the following day after your purchase and you receive tracking when the information is uploaded the next day. Please be aware that sometimes the entering of tracking numbers get clogged, but that does not mean your shipment is delayed. We deliver to most of the country in 2-5 days from the order date.
Do you ship to Alaska, Hawaii, or U.S. Territories?
We currently do ship to Alaska, Hawaii, and some U.S Territories. Shipping ranges from $45-85 depending on the dimensional weight of your package. In an effort to keep things as fair as possible, we subsidize the shipping costs to these areas as much as we do contiguous states, there is just a much higher cost charged to us. Our customer care representatives are also happy to explore shipping options anywhere in the world, so if you do not see your area listed, please contact us at firstname.lastname@example.org.
*Please Note: When we are running free shipping specials to the United States area, this does not apply to these areas. We're sorry for any confusion this may cause.
Do you ship internationally?
Currently, we are only shipping to Canada. Please note: Due to much higher transportation costs, Canadian customers operate under different shipping terms. We cannot provide free shipping or returns from Canada. Depending on the size of your order, you will be charged $30, $50, or $70, which will help us cover part of our costs to get the goods across the border. Made In is not responsible for any duties that may be applied.
We do not ship right now to other international locations but are actively working on a solution. We value our customer experience, so when we roll out international shipments, we want it to be up to our standards.
If you are really excited about Made In, but live overseas, feel free to email us at email@example.com and we can see if we can set up a custom solution.
Returns, Exchanges and Warranty
What is your return policy?
We have put a lot of effort into ensuring the quality of our craftsmanship and raw materials, so much so that we encourage you to try Made In for 100 days on your first purchase from us. Get the pots and pans, start cooking, and if you don't love the product get in touch with us for a full refund (we'll even pay for shipping, too). In the event that you want to return information click here.
We'll add, we often find a lot of a customer's issues can be cured through standard care procedures that can be found on our blog.
Canadian customers: Please note that we cannot accept free returns from Canada, Alaska, Hawaii, and U.S. Territories. We do, however, happily honor the same policy of returns within 100 days from these areas.
For subsequent purchases after your first purchase, the 100 day trial does not apply. We will still honor free returns of unused items for 30 days after purchase and pay for return shipping.
Wait, so I can really try Made In Cookware for 100 days?
Yes, yes you can.
My item was delivered damaged
Please contact customer service at firstname.lastname@example.org. With proper pictures and documentation, we can file a claim with the carrier and get the item replaced at no charge to either party. We will be happy to help you through this process.
What is your lifetime warranty?
Should I wash the cookware before using it?
Yes! We’d recommend washing your cookware with our Make It New Again cleaner before its first use. Why? Because these babies are fresh off the polishing wheel and although our factory is top notch, we wouldn’t eat dinner off the grinding wheel.
Don’t have our cleaner? A base of hot water and vinegar will do just fine.
Do you need to cook in a special or different way with stainless steel?
You’re about to make some of the best food you’ve ever made. But at the same time, you want to make sure you are cooking correctly and protecting your investment. Some key factors to note:
- You generally will want to cook on low to medium heat. We use a ton of aluminum in the core of our pans, which is a very conductive material. If you are used to using poor heat conductors like some non-sticks or cast iron, you may be used to overheating your pans. Overheating your pan can cause damage and is not necessary with premium cookware like Made In. It will also cause oil or food to burn to your pan, making cleanup an unnecessary pain.
- Never leave a piece of cookware on heat for an extended period of time, especially if the pot or pan is empty. This can cause severe damage.
- Do not add salt until your water is boiling. Salting your water early can cause pitting, which will not affect the performance of your cookware, but can be ugly. And no one likes ugly.
Learn more about the differences between stainless and nonstick here.
Do I need to season my pans?
Stainless steel pans, unlike cast iron, do not need seasoning. We recommend an initial wash with Made In’s Make It New cleaner or a solution of vinegar and water to remove any traces of factory guck...then you’re ready to roll!
Our nonstick is ready to roll with a similar prewash. That said, it wouldn't hurt to take a couple minutes to season nonstick pans. Learn more here.
How can I get food to not stick to my stainless steel?
Most occurrences of food sticking to your cookware is a result of mismanaging heat. For tips on that, click here.
How do I know when my pan is hot enough to start cooking?
After a few times cooking with your new pan, you will be able to estimate correctly when your pan is the right temperature. Until then, start conservation at low to medium heat.
There is a common trick called the "mercury ball water test." We recommend looking this up to get a better idea.
Why is it important to get the temperature of the pan correct before adding food?
Getting your pan’s temperature right is important for both the cooking and cleaning process. A pan the is too cold can cause the food to stick to it. A pan that is too hot will cause food to burn or oils to burn.
What are the brown spots on my stainless steel pan?
Speckles of brown or blue on your pan are caused by excessive use of heat. Remember, our pans have a thick aluminum core, so you do not need to overuse heat. Stainless steel cleaner like Made In’s Make It New cleaner can help remove these.
I love dropping my hot pan in the sink and watching it steam...but is that bad?
Yes. You should always let your cookware cool before putting it in the sink or rinsing it with water. This will help it maintain its shape and continue to evenly cook forever.
I’ve heard I shouldn’t use steel wool (abrasive brushes) or abrasive cleaners, is that true?
Yes, whoever told you that is very smart. Never use abrasive cleaners or steel wool to clean your stainless steel or non-stick pans as this can scratch them and make them look a lot less pretty. Our care section will help you solve your issues without these nasty stainless steel enemies.
What are these white spots and how do I get rid of them?
Calcium is found in a lot of water supplies and can cause white spots on stainless steel pots and pans. Boiling a mixture of 1 part vinegar and 3 parts water, letting it cool completely and then washing and drying as normal can help fix this. White spots can also be caused by not fully drying your pan after use, so remember to always dry your pan fully.
What are these water spots and how do I get rid of them?
Water spots are the cause of non immediately drying your pots and pans after washing them. To fix this, simply wet your surface, wet a sponge and sprinkle baking soda on it, then wash and dry the pot or pan as normal.
My cookware is pitting, how can I fix it?
Well there is good news and bad news. Unfortunately pitting is the result of adding salt to the water before it is boiling and causing a chemical reaction. This can not be fixed, but can only be prevented by not adding salt until water is fully boiled. The good news...this will not affect the performance of your cookware.