CUSTOMER CARE - FAQ
Do I need to create an account to purchase? No, you do not need an account to purchase but do become a subscriber to enjoy insider benefits like merchandise updates and event invitations.
How can I change or cancel my order? Every effort is made to prioritize, process, and expedite every order. If you need to modify or cancel an order, contact us promptly for assistance.
What forms of payment do you accept? We accept Visa, Master Card and American Express US issued credit cards.
What about International orders? Currently, we can ship orders online within the U.S. Contact Customer Care to inquire about international orders and delivery.
Will I be charged Sales Tax? In accordance with local laws, we charge tax in the following states: CA, CO, CT, GA and NY.
What if my order arrives damaged? The shipping carrier shall be responsible for the delivery of your package. Although inquiries relating to lost or damaged goods in transit should be directed to the specific shipping carrier, please contact us immediately if your order arrives damaged.
Once my order is placed, how long will it take to receive my order? Every effort is made to ship out orders as soon as they are received. All accepted orders will be prioritized, processed, and shipped immediately. You will be notified and provided shipping information via email once your order has shipped.
What is the RETURN/REFUND POLICY? All non-returnable items will be noted on the product page. Items noted as PRE-OWNED or FINAL SALE at the time of purchase are not eligible for return or exchange. This will be noted on the product page at the time of purchase. Review the REFUND POLICY below.
How long does it take to process a return? Once we receive your package, please allow up to 7 (seven) business days for your return to be processed and completed.
Your refund will be credited to the same card used to make the original purchase. You will be notified via email when your return package is received, and your refund has been processed.
Is free shipping available? We are pleased to offer free ground shipping to all our Insider Members. Join here for details.
Some items are for LOCAL DELIVERY ONLY or subject to applicable shipping charges based on the carrier selected.
How do I contact Customer Care? Please direct all questions regarding merchandise, refunds, shipping or placing orders to: customercare@cardenrow.com
SHIPPING & DELIVERY
For oversized merchandise such as art, home décor and furnishings, shipping is based on size and distance and may require pick up only at our warehouse.
Although shipping and deliveries can be arranged for such oversized items, please contact a Customer Care Associate to complete such arrangements.
All orders placed on CARDENROW.COM will be processed as soon as they are received.
Once orders are placed, accepted, and shipped, you will receive a shipping confirmation email.
The shipping carrier chosen at the time of check out shall be responsible for the delivery of your package. All inquiries relating to lost or damaged goods in transit shall be directed to the specific shipping carrier, however, please contact us immediately with any concerns regarding your delivery.
PRODUCT INFORMATION
Please expect that products that are handcrafted, antique and/or vintage will have variations in color, size, texture, and finish. These occurrences are customary due to age or during the crafting of natural materials by hand and are not considered flaws.
SENDING A GIFT/GIFT WRAPPING
Gift purchases will be sent to the shipping address provided on the order. Please note that we cannot bundle items or ship to multiple addresses.
Items are wrapped in signature tissue and wrapping paper, packed in appropriate packing materials, placed in a sealed and secure package/box. The box is topped off with our signature ribbon and knotted in a bow.
Gift items are subject to our return policies. Final sale gift items cannot be exchanged or returned.
TRACKING YOUR ORDER
Once your order has shipped, you will receive an email with your order details and tracking number to track your order online.
Once your package is scanned at the shipper’s facility, your tracking number will be activated to show shipping movement and location.
Please be advised that inclement weather conditions and international customs may affect delivery time.
REFUND POLICY
Items eligible for return will be refunded to the original payment method or exchanged within seven (7) days of the order date. Items must be unused and undamaged in the original condition and packaging with all applicable tags/documents attached. For all return issues, please contact us immediately.
Final sale items, special orders, worn or used items, clearance items, items marked non-returnable, or as-is cannot be returned or exchanged.
If we shipped the wrong product, please contact us within seven (7) days of delivery to process a return and/or exchange. You will be sent a return label.
Under other circumstances but in accordance with our return policy, the customer will incur any shipping and handling costs associated with any return or exchange.
All eligible and acceptable items to be returned must be returned to the address provided on the return label to be processed.
All applicable shipping costs from the original order are not refundable.
Please allow up to seven (7) days for all returns to be processed.
For all questions or concerns regarding your order or shipment status or returns, contact us immediately at customercare@cardenrow. com