FAQ
This section covers questions we are often asked about our products and ordering process. The answers are based on typical use and actual order handling, so you can have a clearer idea of what to expect before purchasing.
Q: What materials are used in your tongs?
Most of our tongs are made from stainless steel. Some designs include additional materials such as silicone grips or wooden tips, depending on how the product is intended to be used. You can find the exact material details on each product page.
Q: Will these tongs scratch non-stick cookware?
Tongs with silicone or wooden tips are generally more suitable for non-stick surfaces, as they help reduce the chance of scratching. All-metal designs are usually better suited for grills or standard cookware.
Q: Are the tongs suitable for high heat?
They are designed for normal cooking and grilling conditions. However, it is not recommended to leave them in direct flame or extreme heat for extended periods, especially if the model includes silicone or wood components.
Q: Can I use these for barbecue or outdoor cooking?
Yes, many of our products are used for grilling. Longer tongs (for example, around 12 inches) are often more practical for outdoor use, as they provide a bit more distance from heat.
Q: Are they dishwasher safe?
Most stainless steel tongs can be placed in the dishwasher. For products that include wooden parts, hand washing and drying is usually a better option to help maintain the material over time.
Q: Do all models have a locking feature?
Not all models include a locking mechanism. Some designs have a pull-ring lock for easier storage, while others use a simple spring structure. The product description will indicate which type it is.
Q: What sizes are available?
We offer several common sizes, including smaller options for serving and larger ones for cooking or grilling. Some listings also include sets with multiple sizes.
Q: How should I choose the right size?
For serving or lighter kitchen tasks, a shorter tong is usually easier to control. For cooking over heat or handling larger food items, a longer tong tends to be more practical.
Q: Where do you ship from and to?
Orders are shipped from our facility in China and delivered to customers within the United States.
Q: How long does delivery usually take?
Orders are typically processed within 1–3 business days. After shipping, delivery usually takes an additional 3–7 business days. These timeframes are estimates and may vary slightly.
Q: Is free shipping available?
Yes. Orders over $40 qualify for free standard shipping. Orders below that amount are charged a flat shipping fee.
Q: Can I return or exchange a product?
Returns and exchanges are available within 30 days of delivery, as long as the item meets the return conditions. Please refer to the Refund Policy for more details.
Q: How can I track my order?
Once your order has been shipped, you will receive a tracking number by email. This can be used to check the delivery status.
Q: What if there is a problem with my order?
If your order arrives damaged or something is not as expected, please contact us with your order details. Including a short description or photo can help us review the situation more quickly.
Q: How can I contact customer support?
You can reach us using the information below:
- Email: service@xionlylab.com
- Phone: +1 (509) 951-6544
- Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)
We check messages during business hours and respond based on the details provided.