Shipping and Return Policy
CarbonsShack is a small studio and we are committed to communicating the status of your order throughout the lifespan of the process from placing the order to shipping. Our textiles are processed and shipped within 10-20 business days (excluding weekends and holidays) after receiving your order confirmation. The custom pieces and larger, specialized products are all custom-made by our local craftsman. The timeframe for completion of the product will be dependent upon our fabricators schedule. That being said, your order is a priority and our fabricators are committed to prioritizing your order. We will send updates about the status of the order, a timeline and a shipping notification.
Since our unique product line is made-to-order and each product will have a different timeframe for production, the status will be communicated by our team on a case-by-case basis. We take pride in our artisanal craftsmanship and stand-by our specialized fabricators to work as efficiently as possible and complete your order in a timely manner.
Some products might take 2-3 months, others might take 3-6 weeks. You will receive a notification when your order has shipped.
For your protection and the protection of your luxury goods, all large orders will require a signature for delivery.
Please note there may be potential delays due to a high volume of orders or postal service problems that are outside of our control. We will do our very best to communicate this with you in a timely manner.
DOMESTIC SHIPPING RATES AND ESTIMATES:
We have a reasonable, flat rate shipping rates arrangement with our postal carrier. For larger specialized shipping, we will calculate that when we finalize the sale on a case-by-case basis.
SHOWROOM PICKUP:
We offer free local pickup at the CarbonShack showroom. Before placing your order, please contact us to arrange for local delivery and the cost will be calculated in the final invoice. We will send an email when your order is ready along with delivery instructions.
Our showroom pickup hours are flexible and arranged ahead of time. We will reach out to arrange a pickup time.
INTERNATIONAL SHIPPING
Please contact us for international shipping estimates.
HOW DO I CHECK THE STATUS OF MY ORDER?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received a confirmation email within 3 business days, please contact us with your name.
SHIPPING TO PO BOXES
Due to the fragility of our products, we cannot ship to PO Boxes with the exception of the fabric.
REFUNDS, RETURNS AND EXCHANGES*
All of our products are made to order. All sales are final, except in the case of goods received damaged. Custom items, fabric yardage, wallpaper, tiles, one-of-a-kind designs are not eligible for returns. We highly recommend purchasing samples before ordering larger goods. We also recommend ordering the entire amount of product you will need for your project in one order. If the product arrived damaged, we will work to rectify the situation as best we can by either fixing the product or replacing it, minus the shipping charge. If we need to refund you for the broken item, we will honor our agreement.
REPLACEMENT*
All purchases should be inspected for damage and defects immediately upon delivery. If you believe your product to be defective, and it has not been used or installed, please contact us by emailing info@carbonshack within 7 days of delivery so we can review your issue. We require written notification as well as photo documentation of damages (including original and shipping packaging) within 7 days of delivery. After 7 days, we will no longer replace an item. We will ship your replacement product only after receiving your return + communication via email.
DAMAGED OR STOLEN*
If your order arrived damaged or was not delivered or was lost or stolen from your doorstep? We are not liable for any mishandling or failed delivery by the shipping service (USPS or UPS, Fedex domestically or internationally), and we are not liable for any damage incurred post-delivery. We work hard to package each order with care, label it fragile and pray for good treatment from the delivery people, so that it arrives undamaged. Please understand that we have no control over the treatment of your package in transit.
However, we understand that if something were to occur within our scope this is how we typically handle situations that fall outside of our control:
Damaged: If your product is damaged in transit we are happy to handle this on a case by case basis with individuals who are able to provide details and documentation of the damage. You may be asked to file a claim with the shipping service. If the order is a complete loss and we offer a replacement, we ask that you return the product to our studio, either in the original packaging or in sturdy packaging purchased at your local post office. You are responsible for shipping costs for replacement products. We are unable to replace for free any products damaged after delivery, so please place your products in a place away from possible water or heat damage.
Not Delivered / Lost / Stolen: If your package is marked “Delivered” and yet is nowhere to be found on your doorstep, please first check your confirmation email to ensure that you input the correct shipping address. We are unable to replace any order for free if the shipping address is incorrect. This does happen occasionally, and it is not uncommon to have the package returned here to the showroom. If that is the case, we are more than happy to forward it to your correct address, though we ask that you pay for the postage. If the address is correct and you believe your package has been lost, stolen, or if you missed the delivery, you must contact the shipping service personally. Unfortunately, there isn’t anything we can do on our end, so we are unable to address any failed delivery or theft issues directly. If a package is unable to be delivered, and is returned to our studio, we are happy to reship, but ask that you pay for the additional postage. We are unable to replace any order for free that has been not delivered, lost, or stolen.
If you have any further questions, please don’t hesitate to contact us.
You are important to us, and we want you to fully enjoy your purchase. If you are not completely satisfied with your purchase, please contact us at info@carbonshack.com so that we can find a solution.
*Shipping and handling fees are, unfortunately, not refundable.