Terms & Conditions
|The following conditions apply to all visitors who place orders with Carroll's Cove, LLC. By checking the "I have read and agreed to the Terms & Conditions below (Required Field)" check box and placing an order with Carroll's Cove, LLC, you agree that you acknowledge, understand and agree to our shipping & return policies and all other information outlined below. Please print this page for your records when placing an order.|
IMPORTANT HOLIDAY SEASON INFORMATION!
(Please read below if you have any status update requests or order questions.)
During the holiday season we receive a very high volume of orders & status update requests. With the majority of orders we receive being time sensitive, our main goal is to process & ship orders as fast as possible. Here are a few things to note during this time where you can usually find your answer before contacting us.
1. STATUS UPDATES:
If you want a status update, the next few steps will help you find it more times than not.
- The 1st thing to try is click the link in your "order confirmation email" to see if there is an update or a tracking number for your order.
- If no update or tracking is there, the next step is to view the items that you ordered on our website. Above the add to cart button on each item there is an availability section which states about how long an item takes to ship out (i.e. Usually takes 5-7 business days to ship out). If that time has passed and you did not receive a tracking number, please contact us.
- We ask that if you are still within that timeframe listed on our website for your item, to please wait for a tracking number to get emailed. If that timeframe passes then please contact us. This will help us be faster at processing orders and getting your order shipped.
2. ORDER/ADDRESS CHANGES & CANCELLATIONS:
If you place an order and need to cancel or change the address shortly after, we will try but cannot guarantee to accommodate those requests due to the volume of orders we will be receiving.
3. CONTACTING US:
When sending us a request, we will answer your question as soon as possible, just please be aware that it will take longer than normal to get back to you due to the high volume of requests we are receiving.
4. HOLIDAY OFFICE CLOSURES:
- We will be closed starting Wed. Dec 24th. & re-opening Mon Dec. 29th. Any emails or requests we receive between those dates will be answered on Monday the 29th once we re-open.
The receipt of an email order confirmation does not constitute acceptance of an order. The email order confirmation confirms that our system has received your order. We reserve the right to correct any rare pricing errors or other errors on our website, to limit the order quantity for any item, and to refuse service to any customer. Verification of information may be required prior to the acceptance of any order. We also reserve the right to cancel any order at any time for any or no reason
Once an order is placed, we cannot guarantee it can be cancelled afterwards even if you send us an email right after the order is placed. With the high volume of orders/emails we receive this time of year, with some items being factory direct & our focus on processing orders as fast as possible it will be very hard to locate and find an order once it is processed. We will do our best but cannot guarantee it.
Status updates & Existing Orders
If you want to get a status update on an existing order we ask you to do the following before contacting us.
1. Some items we ship take extra time to ship out for various reasons (Made to order, Factory direct etc...). When viewing an item on our website please check the "Availability" section to see how long it takes to ship out. If you contact us within that time frame we will not have any info for you except that it is processing. If that time frame should happen to pass and you have no product or tracking number please email us Info@CarrollsCove.com and include your order#. Thank you for your cooperation and we hope that everyone has a great and safe holiday season!
1. ORDER CHANGES: We are aware most orders placed with us are time sensitive, for that reason our main focus is to process & ship orders as fast as possible so you will receive your item/s in time. For this reason we cannot guarantee any order changes after they are placed. This means if you need to change the ship to address, change items on the order etc... we will try our best but cannot guarantee it can be changed.
2. STATUS UPDATE REQUESTS: Once you place an order we ask that you not email us right away asking for a tracking number. This only slow us down from processing & shipping orders. When viewing the item you ordered on our website there is an availability section above the "Add to Cart" button that states how long it takes for an item to process & ship as some items take longer than others. We also have a "Estimated Delivery Dates" link next to that Add to Cart button. Please use those methods first before asking for an update. If the time stated on the item has passed then please contact us.
Depending on the size of your order, your location & where it is shipping from, your order will ship using UPS, FEDEX or The Post Office(USPS). If you have any special shipping instructions please let us know ahead of time by emailing us or typing them into the comments section when placing your order.
NOTE: We do ship next day air and 2-3 shipping however some items we sell are made to order or factory direct & take additional time to process. Selecting next day air or 2-3 day shipping will not speed this processing time up only the transit time. You can see how long it takes an item to process by checking the availability section when viewing the item & viewing the estimated delivery dates link.
ADDRESS CORRECTION FEESPlease make sure you provide the accurate ship to address when placing the order. If UPS has to correct the address in anyway while shipping the item by changing the zip code or if it is missing the apartment # etc... they will charge a fee at the customers expense. We are also not responsible for any additional costs for the package to be delivered such as mail forwarding etc..
The following section outlines our return policy. At Carroll's Cove, LLC customer service is our top priority. If the situation mandates it, we reserve the right to amend the following policies on a case by case basis. Feel free to contact us if you have any questions about this policy, or have any other inquiries about our store.
As a general guideline, please be sure to inspect your order immediately upon receipt of the shipment so that incase of a problem, the situation can be resolved as soon as possible. You need to contact us within 14 days of the ship date in order to obtain an RMA# for a return.
Damaged or Incorrect Merchandise
If you should receive damaged or incorrect merchandise please contact us within 14 days of the ship date for a replacement item and an RMA#. We ask you to please not just send the item back without an RMA# or the package will not be recognized by our returns department and it will be refused and sent back at the customers expense. Please do not throw item away either.
*Please note: in very few cases the design of an item changes without warning from the manufacturer. We do not consider a return of this nature as an incorrect item sent.
These returns will be treated as unwanted items outlined below. If you are not sure if you fall under this category or not please feel free to contact us and ask. We are always here to help.
If you decide after you receive the item that you do not want it and want to return it, please contact us within 14 days of the ship date to get an RMA#. We ask you to please not just send the item back without an RMA# or the package will be refused and sent back. After you receive the RMA# you then ship the item (in new condition, in its original packaging) back to our warehouse. Once we receive the merchandise back we will issue you a credit for the price of the item less a 20% restock fee and less the "actual" cost to ship this item to you (not the flat rate shipping cost we charge). This also includes any orders that qualify for free shipping.
Any order you need to cancel while en-route to your specified destination and sent back to us will be treated as unwanted merchandise. The cost to ship the order will be non-refundable and a 20% restock fee will be applied. Also any additional shipping charges by the shipping company for re-routing a package will be applied to your account.
The item must be returned undamaged, in its original packaging and be in resellable condition or the item cannot be accepted as a return and no refund will be given. All Clothing must be returned with all tags and labels still attached, hasn't been worn or washed. Tire covers must returned clean, undamaged (Including the packaging the item comes in) or a return cannot be accepted. Earrings cannot be returned due to health reasons.
Refused Delivery, Invalid Addresses
Shipments that are refused by the recipient at the ship to address or sent back to us because the address that was given to us on the order is deemed undeliverable by the shipping company, will be treated as unwanted merchandise. If the address is invalid and we receive the item back but you still want the item, we can send it back out to you after we receive the correct address at the customers expense.
After an order is placed we cannot guarantee any cancellation requests will be accepted even if you sent an cancellation request shortly after the order was placed. If you need to cancel an order please contact us with the order# and the reason for the cancellation. Some items are factory direct and if the order was submitted to them for shipping usually it cannot be cancelled. Any orders that are cancelled because you changed your mind, ordered the wrong item or for any reason that is not due to an out of stock item, defect or shipping error is subject to a $10 fee at our discretion.
Returning Orders that qualified for Free Shipping
If you decide to return an order or one item from an order that qualified for free shipping such as orders over $100, the actual ship cost to ship this to you is non-refundable. The ship cost is determined by the actual ship cost we were charged by the shipping courier, not the ship cost based on our flat rate shipping table. You will be credited the price of the item less the restock fee and less the actual cost to ship this to you.
*Please Note: When sending the item back to us, make sure you get the Tracking Number for the package from the shipping service you use. If a package is sent back and we do not receive the package because it gets lost by the shipping company and you do not have the tracking number we are not liable and no refund will be given. Without the tracking number we cannot find or track lost packages and neither can the shipping company. Also, clothing, jerseys etc can be returned as long as the clothing has ALL of its original tags and packaging, hasn't been washed, worn, used, or otherwise damaged.
*Cancellations: Once an order is placed we cannot guarantee it can be canceled upon request. Our main goal is to process and ship orders as fast as possible. In some cases orders are received and sent to the warehouse for shipment within an hour. Once an order has shipped we cannot cancel it. Also some items we sell are made to order factory direct and once we submit that order to them for processing we cannot guarantee they will be able to cancel it as it depends on how far along they are in the processing stage. When cancellation requests come in we do our best to cancel the order before it ships however it is not always possible.
*In very few cases products may not be available in the exact design shown. We do our best to keep all item images updated on our site, but because the designs change without warning, it is possible a different design is shown than what is actually in stock.
Images: Most of our images are provided by the manufactures of the products. While we try to keep our images up to date we cannot guarantee that the manufacturer has not made changes to their product. Our product images are updated once we are aware that a change has been made. On rare occasions the product may ship with the new design without notification.
Backordered items: Backordered items will be automatically charged and shipped once they are back in stock regardless of how long the item has been on backorder. A cancellation request is needed by us to cancel the order from backorder status. If a cancellation request is "not" received and the order comes back in stock, charged & shipped, we are not responsible for any overdraft fees.
Product Availability & Inventories: At this time our website does not support real time inventory so it is possible on rare occasions for an item to have recently sold out and not be marked out of stock on our website. We do our best to keep our 25,000+ products that we offer marked accordingly on our website. Also some items ship directly from the manufacturers and in some cases we are not notified when the manufacturer has sold out of an item. If the item is out of stock you will be notified via email. Also note that we do "not" list any item as in stock on our website due to the possible situations mentioned above.
Product Location: In some cases we use 3rd party warehouses or the manufacturer themselves to supply and ship our products to our customers. Please do not assume because our main warehouse is located in Pennsylvania that all items ship from Pennsylvania. If you want to know where an item will ship from please contact us.
Factory Direct/Special Order Items: Some of the items we sell come direct from the manufacturer and take longer than normal to process and ship. These items are marked accordingly under the availability section when viewing the item. When placing an order for one of these items, we charge your card the day we receive and process the order. We do not wait until the day it ships because on occasion these items ship without warning or notification. If you order one of these special order items and select to have it shipped next day air, 2nd day air, or 3 day select shipping methods, that will not speed up the additional processing time that we have stated under the availability section of each item. The item will still take the required processing time and then ship out using the expedited shipping method you selected.
Partial Shipments: In some cases, orders with multiple items are shipped in multiple packages. These are called partial shipments. In this instance, items will ship from more than one warehouse. If an expedited shipping choice is made, all items available for immediate shipment will process in that manner. All other items, such as special order items, will be sent via standard ground. Although multiple packages are being shipped, you will have only one shipping charge.