GM12 & GMP12 Recall FAQ
Frequently Asked Questions (“FAQs”)
Q. Why is GiantMouse conducting this recall?
A. GiantMouse is conducting the recall because the locking mechanism on the GM12 and GMP12 folding knives can fail, posing a laceration hazard to the user. We want to keep our customers safe and prevent injuries by removing the problem products.
Q. How can I tell if my knife is affected by the recall?
A. This recall involves the limited collection of GiantMouse GM12 and GMP12 button-lock folding knives with milled scales of titanium or bronze. Each knife is numbered on the inside of the back spacer. The brand logo and country of origin are etched on the inside of one of the knife handle scales. The GM12 knives are numbered 1 to 400 inside on the backspacer. All GMP12 knives are numbered in the same location 1 to 200.
Q. How can I take advantage of the recall?
A. Please follow the following steps:
Step 1: Immediately stop using the GM12 and GMP12 and put it in a safe place.
Step 2: Contact GiantMouse via one of the communication channels below:
a) Fill out the online return form at www.giantmouse.com/recall or go to www.giantmouse.com and click on “Learn More” on the Recall Notice banner for more information.
b) Call toll-free at 833-665-6777 from 24 hours a day, 7 days a week and follow the instructions provided to you.
c) Email support@giantmouse.com and include your name, knife, knife number, and whether you would like a repair or a refund.
Step 3: Please provide the following information: name, full address (including post code and country), email address, phone number, item affected, number of the item affected, and your requested choice of either a refund or repair.
Step 4: Once we have received your information, we will send you a return label. Once your product is received, if a refund was requested then a full refund will be issued to the original payment method. If a repair is requested then the knife will be received and cataloged by our team to ensure the customer receives the same knife after the repair. We will export the knife to the manufacturer in Italy to be repaired. We expected the whole process to take roughly 60 days. Any knives purchased on the secondary market will be eligible only for the repair option.
Q. My knife appears to be operating okay. Can I continue to use it?
A. No. Even though your product appears to be safe, we are asking all customers to immediately stop using the product and participate in the recall by returning the product to us for a free repair or refund.
Q. I no longer have the receipt for the product. Can I still return it?
A. Yes. You can still return the product without a receipt.
Q. Will I receive a refund for the product?
A. GiantMouse will issue a full refund after returning the knife. We will provide prepaid postage to each consumer who fills out the online form at www.giantmouse.com/recall or by calling the firm toll-free at 833-665-6777. Consumers who purchased the knife in the secondary market are eligible for a repair option only. Refunds will be made to the original payment method on file for your original order.
Q. How long will it take to get my refund?
A. Please allow up to three (3) business days once your knife has been received by GiantMouse to receive notification of your refund. Some refunds may take up to five (5) additional business days to appear on your bank statement.
Q. How long will it take for me to receive the repair/ replacement?
A. Please allow 60 days from the date we receive your knife. We apologize for any inconvenience, and assure you we are working as quickly as possible to repair/replace your product.
