Shipping & Returns
Most products ship within 8-10 business days from the order date. Exceptions may include large orders and/or custom requests. Most items will ship ground (Fedex or UPS) but larger orders will ship out via freight lines. If order arrives via freight line, please inspect your product. If damage is present, please refuse the shipment and have the driver note this on the documents.
We take great care in packaging our products, but damage may occasionally occur. Occasionally products are shipped via common carrier and are strapped and shrink wrapped to a pallet. Once the shipment is placed on a carrier, it becomes the property of the buyer and is the responsibility of the buyer to inspect all delivered goods prior to signing for them. A signature indicates that the goods are received in good condition and there is no apparent damage.
Do not sign/accept damaged boxes. You can accept a partial shipment from most carriers. If not, refuse the entire shipment or make notation on the freight ticket describing the damage. Have the driver make the appropriate notations and sign off on the damage, as well. This will simplify the process of filing a damage claim. Ask the carrier driver what their company policy is for filing the claim and proceed accordingly. If the buyer accepts damaged goods, it is the buyer’s responsibility for shipping charges that may incur to send the fixtures back for repair.
Return & Exchange Policy
Carroll by Design will accept a return on any undamaged and uninstalled fixtures within 14 days of date of delivery. The buyer is responsible for return shipping plus a 15% restocking fee. Cancellations will only be accepted if requested within 24 hours of your order. No returns will be accepted on fixtures with any requested customization. Your purchase contains a 1 year warranty, the bulb is not included in this warranty.
The provided light-bulb(s) with any catalogued product is not manufactured by Carroll by Design and therefore not included in this warranty. This warranty is void and null if the product(s) were altered in any way by another company, dealer, representative, or individual. Freight damages are not considered manufacturing defects and claims are to be filed with the carrier. Carroll by Design is not responsible for any shipping or freight cost incurred by the warranty claim without prior written agreement from an authorized Carroll by Design representative.
Due to use of natural materials and the hand-made nature of Carroll by Design products, slight variances should be expected and are not a result of a manufacturing defect. These variances may include but are not limited to size. This warranty is applied under normal indoor residential or commercial use of the product(s). The warranty is not valid in situations caused by exposure to water, sun, salt water air, chemicals, normal wear and tear, or any use for which the product(s) was not designed for. Carroll by Design uses copper, steel, and natural wood products and as such, movement and color variation should be expected and are not covered by this warranty. Reclaimed materials may contain nail holes, cracks, chips, and other surface imperfections that are considered inherent characteristics and are not covered by this warranty.