Frequently Asked Questions

What is 18/10 stainless steel?
Stainless steel is an alloy, just like other steels. It is a combination of iron and other metals. What makes it different from other steels is the fact that it contains at least 11% chromium. Chromium is what makes stainless steel “stainless” all the way through. Stainless steel may contain other elements like titanium, molybdenum and nickel to name a few. These other materials generally create added benefits such as adding high heat resistance, contributing to special hardness and scratch resistance along with corrosion resistance to the finished stainless steel alloy. Most of the time you will see stainless steel referred to as “18/10” or “18/8”. This is basically a shorthand way of stating the chromium and nickel content of the particular piece. The first figure indicates the percentage of chromium contained in the stainless steel and the second figure indicates the percentage of nickel. Both of these elements are very expensive compared to regular steel, hence the higher costs of stainless steel. Stainless steel is one of the most hygienic surfaces used for the preparation of food. It is very easy to clean since its unique surface has no pores or cracks to harbor dirt, grime or bacteria. Stainless steel will not affect flavor since it does not react with acidic foods during preparation or cooking. Furthermore, it requires minimal care since it won’t chip and doesn’t rust. It requires little or no seasoning and is very attractive. With proper care a quality stainless steel product will last over 100 years.

I’ve never used cast iron cookware before. Can you tell me about it?
Probably the most important feature of cast iron cookware is its ability to retain heat and provide even heat distribution. This benefits the cook by enabling precise control of cooking temperatures and provides for cooking without “hot spots”. Cast iron cookware is also extremely durable. Properly cared for cast iron cookware can literally last for generations.

How do you clean and care for stainless steel cookware?
Prior to using a new stainless steel utensil we recommend that you wash the utensil thoroughly in hot, sudsy water to remove any manufacturing oils and polishing compounds. Generally, the only requirement for keeping your stainless steel utensil bright and shiny is to simply wash it by hand (or in the dishwasher) with hot sudsy water. Prompt drying will prevent water spots. Do not store food or liquids in stainless steel cookware after cooking. To keep the surface smooth and scratch-free, do not use abrasives, bleach or ammonia. In the event you encounter a tough stain such as burned-on food particles we recommend that you cover the affected area with warm, soapy water and allow to soak for a while, then boil for 10 minutes and allow to cool. You can then use a soft cloth or nylon scouring pad to clean with warm soapy water. Water supplies with a high calcium content may cause a whitish or chalk-like deposit to form on stainless steel utensils. Boiling some water with white vinegar in the utensil, allowing it to cool and then washing it in warm, soapy water should remove these.

How do you clean and care for cast iron cookware?
Natural cast iron products should be seasoned prior to using (see next question). Rinse in hot water after each use. Do not place in a dishwasher. You may scrub with a brush or fill your cookware with water and bring to a boil to remove stubborn food particles. Avoid using detergents as they remove the seasoning from the cast iron cookware. If detergents are used, simply re-season the cookware using the method listed in the next question. Dry your cast iron cookware immediately and store in a warm, dry place. When storing, never store with the lid on, as this may cause “sweating” and consequent rust damage. We also recommend storing with a paper towel inside to absorb moisture.

How do you season cast iron cookware?
Seasoning prevents rust and keeps food from sticking. Wash your cast iron cookware in warm water and then rinse and dry thoroughly. Coat the entire surface of the cookware with a solid vegetable shortening such as Lard or Crisco (bacon drippings work great) using a paper towel. Do not use butter, margarine or salted fat. Place in a 300° oven for one hour. Note: this may cause some smoking and odor for a while. Remove from oven, allow to cool and then wipe off excess oil with a paper towel. CAUTION: The cookware may still be HOT, handle with care. For best results, season the cookware two or three times prior to initial use. After each use you may apply a thin coat of solid vegetable shortening or spray with Pam or Crisco. Improperly seasoned cast iron cookware can cause food to stick. When seasoned properly, it has non-stick qualities. Special note: Over time, the cast iron cookware will darken to a black patina (this is normal).

Why haven't I received my order confirmation e-mail?
If you haven't received any e-mails from us confirming your order or in response to a question you sent in, please check your e-mail SPAM filter settings. More often than not, we have responded via e-mail but it is not getting delivered to your "in box" due to a SPAM filter blocking it. You must have your e-mail configured to accept e-mails from our domain e-mail which is info@divine-mercantile.com. We have noticed an increase in our e-mails being redirected back to us requesting we follow a link to have our e-mail address added to the recipients "inbox". Please be advised that our e-mails are auto-generated and we do not have the capability to fulfill that type of request.

Why do you only offer one form of shipping?
We utilize the UPS shipping calculator to determine our shipping charges. We ship from various warehouses around the country. Even though the UPS calculator is used to determine your shipping cost, your purchase may be delivered by another carrier. Furthermore, at this time we only ship standard “ground” service and do not offer expedited delivery such as Next Day service. We have found that our customers do not want to pay the exorbitant amount that you incur with these expedited shipping options.

How do I contact your company?
The easiest way to contact us is to use our “contact us” form. You may click on the “Contact Us” icon at the top of any page.

What forms of payment do you accept?
We gladly accept the following forms of payment: Visa, MasterCard, American Express and Discover credit cards. If you prefer, you may also pay with your PayPal account.

How long does it take for me to receive my order?
While we can not guarantee order processing time or shipping time, generally speaking, our order processing time is two to five business days and then five to seven days shipping time depending on where we ship to.

Are your products warranted?
We proudly stand behind all of our products. All products have a 30-day guarantee against defects in workmanship or materials and we also have a 30-day “Satisfaction Guarantee” on all unused merchandise. Many of our products also include a “manufacturer’s” warranty that is in addition to the above guarantees. Please see our Store Terms page for details.

What is your return policy?
Please view our return policy by clicking on the “Store Terms” link at the top of any store page.

Is my credit card information secure on your website?
Absolutely! Our secure servers protect your information using advanced encryption techniques and firewall technology. See our “Store Terms” page for details.

Why do I sometimes get the “Security information” message when viewing your website?
On occasion, when viewing our site you may see the security message that says, “This page contains both secure & non-secure items. Do you want to display the non-secure items?” This simply means that at some point during your visit to our site you added something to the shopping cart and then clicked on “Proceed to checkout”. When you proceed to a checkout page you will notice that a small gold “lock” symbol appears on your browser bar. This indicates that you are now on a secure page. Information that you put on those pages are secure and safe i.e. your credit card information, name, address etc. when placing an order. However, if at some point you decide to click back to another page, for instance, to add something else to your shopping cart, you will get the aforementioned security message. The reason being is that you have left a secure page and are returning to a regular page. Rest assured, once you return to the checkout page you will again be on a secure page. When you see the security message you can safely click on the “Yes” button knowing that when you return to a checkout page you will again be on a secure and safe page where you can complete your order.

When checking my order status, what does “ROC” stand for?
When checking your order status online you will see one of the following terms listed for your current order status; the basic definitions are as follows:
NEW – you have placed your order; by the following business day your status should then change to one of the following.
IN PROGRESS – your order has been received and your credit card charge has been verified; stock availability is being checked along with any other order requirements.
ROC – this is an internal code that simply means the paperwork part of your order has been finished and your order has now been sent to a warehouse for further processing.
ON HOLD – your order is currently on hold; you will be contacted as soon as possible via e-mail regarding your order being on hold.
SHIPPED – your order has been shipped and you should receive a shipping notification via e-mail
DELIVERED – once we receive confirmation from the shipping carrier that your order has been delivered your status will change to this designation automatically.
CANCELLED – your order has been cancelled; you will have already been contacted via e-mail and given the reason for your order cancellation.