FAQS
Explore answers to common questions about our products, usage, orders, and support.
Products & Usage
How should I use the HeatPanGuard on wooden surfaces?
To maximise protection for wooden or delicate surfaces, we recommend using both parts interlocked as a pair. This creates an extra layer of insulation and reduces the risk of heat marks.
While our product is designed to be heat-resistant, we do not accept liability for damage caused when using a single pad on sensitive materials like untreated wood.
Can the trivets be used either way up?
Yes — both sides are functional, but for optimal heat dissipation, we recommend placing them with the raised pads facing upwards. This improves airflow and protects your surface more effectively.
What are the HeatPanGuards made of?
Our trivets are made from FDA-grade food-safe silicone, BPA-free, non-stick, and heat resistant from -40°C to 230°C (-40°F to 446°F). Built to handle real kitchen use.
How do I clean the trivets?
They’re dishwasher safe, but also easy to rinse clean with warm soapy water. Non-stick and stain-resistant.
Orders
Where is my order?
You’ll receive tracking details via email once your order ships.
Cancellation
We understand that sometimes plans change. If you wish to cancel your order, we are happy to accommodate your request if it is made before the order has begun processing in our fulfillment center.
After this time, your order may be in the processing stage and cannot be canceled.
Please email support@nomadchef.store as soon as possible.
If your order has already been processed or dispatched, please refer to our Shipping Policy for instructions on returning your item after delivery.
Change of Address
Need to update your shipping address? We can assist with address changes if you make the request within 1 hour of placing your order. After this, the order may already be processing, and we cannot guarantee changes.
Once the order is in transit, we are unable to modify the delivery address.
Please contact us immediately at support@nomadchef.store for any urgent updates.
Returns & Exchanges
We want you to be satisfied with your purchase. If you're not completely happy, you can initiate a return within 30 days of receiving your order.
Please note, we do not accept exchanges at this time. All returned products must be unused and in their original packaging.
You can start a return:
Warranty & Registration
Do you offer a product warranty?
Yes. All NOMADchef products are backed by a 2-year limited warranty against manufacturing defects. This covers normal use in the kitchen.
How do I register my product for warranty?
Simply visit our Warranty Registration page and complete the form — it only takes a minute.
What is not covered under the warranty?
Damage caused by misuse (e.g. direct flame, using as a cutting board), commercial use, or improper care is not covered. For full terms, visit our warranty policy page.
Contact
How can I contact NOMADchef?
You can reach our support team by email at support@nomadchef.store or through the Contact Page .
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