Have a question about the wok? Have an opportunity? To reach me about product or business inquiries, please fill out the form below.
Shipping and Return/Refund Policy
How much is shipping?
Shipping is free for all orders.
How do you ship?
We ship using a service provided by Amazon. So, your package will arrive in an Amazon box and will be delivered with the care and speed that you are used to from Amazon.
When can I expect my order?
Please be aware that it can take around 1 business day to process your order. For most regions, you can expect your order to be received 2-3 business days after it is processed. You will receive an email from our shipping partner, Amazon, with a clear delivery date after it has been processed. Due to the current issues in the USA and around the world, there may be a slight delay in shipping times. We appreciate your patience and understanding if your issue faces this problem.
Do you offer expedited shipping?
No. As of now, we are unable to guarantee faster shipping then we are currently offering for free. We and our shipping partner, Amazon, are doing our best to ship your order as fast as possible.
Missing or lost packages
If you have any issues with a missing or lost package, please contact immediately. We will look into the issue and help resolve it.
Do you ship internationally?
We currently only ship to United States, Canada and Australia.
Can I cancel my order?
Orders are automatically processed throughout the day. It is difficult to cancel orders because the orders being processed are not always cross-checked with customer service emails. So, please contact us as soon as possible, if you change your mind. We will do our best to accommodate any cancellation requests in a timely manner.
What’s the procedure for a return or exchange?
Simply contact us via the contact form on our website or the email provided in the user guide.
Do I need to include the order slip?
Please include a screenshot of your order when contacting us with an issue. That will help us resolve your issue faster.
Is there a limited time frame in which a replacement can be completed?
Our replacement policy is limited to 2 years. Replacements are given if there are any defects caused by regular use or the manufacturing process. Returns must be unusued and unopened, due to the nature of the product.
Who pays for return shipping for replacements? Will you provide a shipping label?
Souped Up Recipes will pay for any return shipping for replacements, if it is deemed to be necessary, and provide a shipping label for a convenient experience.
Is there a limited time frame in which a return can be completed?
We accept returns, within 30 days of purchase, if the product is unopened and unused. Customers who opt to return the product will not incur any restocking fees, but are responsible for shipping the product to a location of our choice in the country of purchase.
Frequently Asked Questions
Does it work with induction cooktop?
Yes, it does. We have designed it to be stable on all types of cooktops, so if you ever change from induction to another style of cooktop, it will still work.
I am going to shake the wok on my induction cooktop, will the bottom scratch my cooktop?
While we cannot guarantee it will not scratch your induction cooktop, we have had no complaints from any customers. With normal use and regular care for your induction cooktop, you shouldn't have an issue. Also, our wok is lightweight enough where you should be able to shake it without direct contact, if that technique is necessary.
Do you have a seasoning video for the wok?
Yes! Unlike other manufacturers, we provide a link to the video guide with your purchase. This is to ensure you know how to season and care for your wok. If any issues do come up, even after reviewing the video, feel free to contact customer support.
Is this wok treated with anything, is it non-stick?
It is not non stick and has no protective coating whatsoever. It was very lightly pre-seasoned and can be used out of the box, but we recommend a better seasoning process prior to use. I provide a link to my own seasoning guide video in the product packaging, as well as written text in the user guide.
Will food stick on the wok while cooking?
There are a lot of factors to answer definitely. You cannot expect it to act like a Teflon pan, but I will include a link to a video on how to properly season and take care of the wok (also a written user guide). With proper care, the wok exhibits non-stick properties.
Is this wok suitable for stewing? or make soup?
At the early stage of seasoning (when you are trying to build up the seasoning) you shouldn't use it to make stews for a long time. If you have used it regularly for 1+ years, and it's seasoned extremely well, you can do longer stews with it.
Can this wok be used to do deep frying?
It's perfect for deep frying. Its deep enough to fry most anything when half full or less and the high sides can help contain grease splatter.
Is this wok big enough to cook a meal for 4 or more people?
It's big enough to cook for 4 or more people for most dishes. You shouldn't overload the wok, but it should be fine. Just have to be more careful during stirring/frying whatever is in there if it's a higher quantity.
What’s the thickness of this wok in mm?
It is 1.4 mm thick.
What is the weight of this wok, without the lid?
It is about 2 and a half pounds.
Do the seemingly deep grooves cause issues when cleaning or cooking?
Not at all; the texture does not interfere with cleaning or cooking in any way. Follow the directions included with your wok and you'll keep it working well with very little trouble.
What is the difference between a carbon steel wok and iron wok?
By iron do you mean, cast iron? It's very similar, but carbon steel is lighter and responds to the heat faster (initial heat and when adjusting heat). It's more durable, too- cast iron sometimes cracks.
Is this wok made of one piece of steel or is there another composit material? I see the wok has pattern surface and not a flat surface.
It is one piece of steel and actually very durable compared to some of the other cheaper woks on the market.
Is the handle of the wok insulated to prevent it from getting hot?
The handle is wooden, so it should not get hot during normal use. Only the metal part should get hot. Just make sure there is no direct heat source right under the handle, as there shouldn't be.
Is the wooden lid stained? Is the stain "food compatible?" Is there an odor? Does the wooden stain fade over time,?
The lid is not stained, it is charred with a large torch to get the protective finish. The lid is made of fir wood, which does have a scent even after charred. The finish should not change over time, as long as it is taken care of (see user guide).
Can this be cleaned in a dishwasher?
It should not be cleaned in the dishwasher. It will not ruin the wok itself, but it will strip away all of the seasoning that you've built up and need for cooking. Please view the video user guide in full after purchase to ensure your wok is properly maintained.
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