Caraway Reviews, Complaints & Contacts

Contacts

EmailAddress

• Official websitecarawayhome.com ↗

Customer service & general contact

• General questions and authorized-seller check[email protected]

Cancel, billing & returns

• Orders, returns and dispute notices[email protected]

Other contacts

• Warranty claims[email protected]

Locations

• Headquarters147 W. 26th Street, Floor 4 New York NY 10001

Is Caraway Legitimate?

BBB, Trustpilot

Legal name

Caraway Home, Inc.

Founded

2019

Business type

Direct-to-consumer ceramic-coated cookware, bakeware and kitchen products brand

Website

carawayhome.comSource: Caraway website, checked 2026-10-28

Headquarters

New York, NYSource: Caraway Terms and Conditions, address for legal notices, checked 2026-10-28

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Customer Reports and Product Safety

No published complaint reports are currently linked to this profile.

BBB and Trustpilot. The Better Business Bureau profile for Caraway Home, Inc. in New York lists 31 complaints filed in the last three years, 14 of them in the last 12 months. The company is not BBB accredited, and the reasons BBB gives for its rating are the 31 complaints and failure to respond to 3 of them. BBB customer reviews average 3.29 out of 5 across 35 reviews. On Trustpilot, the company's claimed page shows 6,735 reviews averaging 4.8, with 86% five-star and 2% one-star; Trustpilot notes that the company has not invited customers to review recently and that it has replied to all negative reviews. Review sites and complaint counts are not verified findings about the company.

Customer reports in the news. In January 2024, FOX 11 Los Angeles reported on a social media video, viewed more than 500,000 times, in which a customer showed Caraway pans that were stained, scratched and burned after about a year and a half of use, said she had followed the care instructions, and said, "This is not nonstick." Commenters described similar problems, mostly with the ceramic-coated pans. FOX 11 reported that it had not received a response from Caraway to its request for comment, and noted that Caraway's website says its ceramic pans should be used on low to medium heat, without cooking sprays or metal utensils. These are individual accounts, not findings.

Product safety. CPSC recalls and warnings and consumer incident reports are searchable at cpsc.gov and SaferProducts.gov.

California AB 1200. Caraway publishes a California AB 1200 cookware-disclosure page (last updated December 28, 2023). It says the law requires manufacturers to disclose chemicals on the DTSC Candidate Chemical List that are intentionally added to handles or food-contact surfaces, and that the company has "no reason to believe that any of our products present a health risk."

Returns, Warranty Claims and Disputes

• Returns (carawayhome.com orders). The Shipping & Returns page says: "you have 30 days from the date of delivery to return the item(s) for a full refund." Original packaging and accessories must be included, the return must be both initiated and shipped back within 30 days of delivery, and proof of purchase from the Caraway site is required. Start it in the Returns Portal; orders of five or more sets go through [email protected]. Refunds are processed "within 7 business days" after Caraway receives and inspects the item, to the original payment method. Gift recipients can start a return or exchange through the "Gift Return" option in the portal.
• Not returnable and fees. Bulk purchases are final sale, "bulk orders/wholesale orders" may not be eligible, and "All gift card purchases are final sale." Returns that do not meet the stated conditions "may be subject to restocking fees or denial of the refund." The page says the customer is responsible for attaching return labels correctly and for returns lost or delayed by an unreadable barcode. It does not say who pays standard return shipping; for a damaged or imperfect item it says Caraway will arrange a replacement, compensation, or a full refund "including return shipping costs."
• No trial period is stated. The policy pages describe a 30-day return window and a one-year warranty; they do not describe a separate trial period.
• Bought at Walmart, Target or another retailer? The Caraway return page requires proof of purchase "from our site." For a purchase from another retailer, use that retailer's return policy. The warranty, by contrast, covers products bought from Caraway's authorized retailers, with a valid proof of purchase.
• Warranty claim. Email [email protected] for a warranty evaluation. If the claim is approved, Caraway repairs or replaces the item without charge; the page then asks you to return the product "properly packaged and postage prepaid" with proof of purchase, name, address, telephone number and a description of the defect.
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  If the same product is no longer available, an item of equal or greater retail value is given, and the replacement may be a different color.

• What the warranty excludes. The Limited Warranty (one year from purchase, US only) covers defects "in material, construction, or workmanship under normal non-professional use."
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  Its exclusions include "Interior and exterior coating damage due to improper storing, excessive heat, or metal or sharp utensils"; "For coatings: non-stick deterioration, discoloration, warping, or metal separation due to high heat, prolonged heat exposure"; damage from scouring pads, steel wool, abrasive cleaners and bleach; thermal shock; and cosmetic damage such as scratches and stains. It is limited to the original US consumer or gift recipient and is not transferable, and it does not apply to products bought from sellers Caraway has not authorized. Caraway's care guide for ceramic-coated cookware says to use low to medium heat only, avoid cooking sprays and metal utensils with rough edges, handwash, and let pans cool before running cold water over them.

• Shipping. Caraway offers ground shipping in the continental US; the Shipping & Returns page says orders "usually take between 2-4 business days to deliver once processed." Orders to Hawaii or Alaska are charged an express shipping fee.
• Contact and escalate. The company lists [email protected] for orders and returns, [email protected] for warranty claims and [email protected] for general and authorized-seller questions. If a purchase paid by credit card is not resolved, contact the card issuer: for a billing error such as an item that never arrived, the Fair Credit Billing Act protects you if you write to the issuer within 60 days of the statement that first showed the charge, and for a defective item federal law may, in some cases, let you withhold payment once you have tried in good faith to resolve it with Caraway.
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  Issuers also set their own dispute deadlines, so act early. You can also file a complaint with BBB, which forwards it to the company, with your state attorney general, and with the FTC at ReportFraud.ftc.gov. Report a product that hurt someone or a hazard at SaferProducts.gov.

• Terms of Service: arbitration. The Terms (updated October 26, 2026) require binding individual arbitration administered by New Era ADR (Section 9.9(a), (e)) and waive jury trials and class actions (Section 9.9(g)). Small-claims court remains available. The arbitration clause also reaches disputes that arose before these Terms took effect, including claims about earlier purchases and advertising. You may opt out only within 30 days after you first agree to these Terms, which the Terms treat as happening no later than an order placed after you were shown them; the opt-out is an email to [email protected] with your name, residence address and the email address or phone number tied to your order or account (Section 9.9(b)).
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  If that window has passed, the opt-out is no longer available. Before arbitration, a written Notice of Dispute must be sent to [email protected] and to the New York address (Section 9.9(c)). Governing law is New York (Section 9.8).

NAD Decision and Competitor Lawsuit

Court records

NAD decision, August 14, 2025 (Case #7444). The Cookware Sustainability Alliance, a coalition of cookware makers, challenged Caraway's advertising before BBB National Programs' National Advertising Division. NAD found that Caraway "has a reasonable basis to claim its cookware is free of PFAS and non-toxic" but did not have enough evidence for comparative claims that competitors' nonstick cookware is unsafe or toxic. NAD recommended that Caraway discontinue its express claims that competing nonstick cookware is toxic, or modify them to clearly disclose the circumstances in which consumers would be exposed to PTFE fumes during ordinary use of traditional nonstick cookware. It also recommended discontinuing the comparative claim "Non-Toxic Swaps. Ditch the toxins and cook cleaner with Caraway!" and a social media post claiming Teflon flu cases are rising. In its advertiser statement Caraway said it "respectfully disagrees with the NAD's finding" and "will comply with the NAD's decision." An NAD decision is a self-regulatory recommendation, not a court or government order.

Federal lawsuit by competitors, filed February 13, 2026. Groupe SEB USA, maker of T-fal and All-Clad, and Meyer Corporation, U.S., maker of Farberware, Rachael Ray and Anolon, sued Caraway Home, Inc. in the U.S. District Court for the Southern District of New York (case 1:26-cv-01237). The complaint's seven counts are false advertising and commercial disparagement under the federal Lanham Act, deceptive practices and false advertising under New York General Business Law Sections 349 and 350, common-law unfair competition, common-law trade libel and a declaratory judgment. Fortune reports that the plaintiffs seek an injunction against further claims that PTFE cookware is toxic, corrective advertising and disgorgement of Caraway's profits, and that the complaint says many challenged ads stayed live after the NAD decision. Caraway's founder and CEO, Jordan Nathan, called the suit "meritless" and a "bullying attempt." On April 27, 2026, Caraway filed a motion to dismiss; it argues, among other points, that the plaintiffs market their own ceramic cookware as non-toxic and made without PFAS, PFOA and PTFE. Caraway posts the complaint and its motion on its website. These are allegations and arguments, not findings. The suit is between businesses and does not make a claim on behalf of purchasers.

Court & Public Records

What Caraway Is and Who Sells It

Caraway Home, Inc. is the company behind Caraway, a New York-based home-goods brand. Its Terms and Conditions name "the Caraway Home, Inc. entity" as the seller and give 147 W. 26th Street, Floor 4, New York, NY 10001 as the address for legal notices. The company says it was founded in 2019 and started with a ceramic-coated cookware set and has since added bakeware, food storage, kitchen tools, a tea kettle, a coffee maker and a trash and recycling collection. Fortune names Jordan Nathan as founder and chief executive.

Caraway sells on carawayhome.com. A July 2026 Retail Dive report says the brand was launching in more than 500 Walmart stores, plus Walmart's website and marketplace. The same report says Caraway entered about 350 Target stores in 2022 and more than 100 Container Store locations in 2023, and that both retailers' websites still carry its products. Where you bought matters when something goes wrong: Caraway's own return rules are written for orders placed on carawayhome.com, and the warranty covers products bought directly from Caraway or from its authorized retailers.

Frequently Asked Questions