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Customer Service

Ordering from us is easy and secure! If you have any questions about ordering, shipping, returns, etc..., they are probably answered here. If not, please contact us for help.  Answers to many more frequently asked questions can also be found on our FAQ page.

Who We Are

We don't hide behind an email address or try to hide our location. Here is every way you can contact us:

  • Email Us 
  • Phone: (855) 227-8333
  • Our Shop: 821 E Windsor Ave Unit 6, Elkhart, IN 46514

Ordering & Payment

We currently accept VISA, Mastercard, Discover, American Express, Paypal and Google Checkout. You may also call us to place your order.

Our ordering process can be done completely online. Our checkout page is secure and all data you enter is encrypted by Industry Standard SSL. Your credit card number is never stored or saved on our servers and your personal information is never shared with anyone. All access to your order information is done via an HTTPS connection.

Shipping & Delivery

All of our products are custom made for you. If the product you order is in stock, it will ship out within 1-2 business days of your order. If we don't have your order in stock, we make it. All of our products are handmade at our shop in Elkhart, Indiana. We try our best to get orders shipped in 1-3 business days but in rare instances, it can take us up to a week or more to get your order shipped. If you are purchasing a gift or need your order shipped by a specific date, please contact us and we will do our best to meet your request. You will get an email when your order has been completed and shipped.

Orders within the USA
Any order that is being shipped to anywhere in the USA automatically gets FREE USPS First Class shipping! Orders are shipped in 1-3 business days of being placed and will take 3-6 business days to arrive. If you want it faster you can upgrade to Priority Mail during checkout. Priority Mail arrives in 1-3 business days.

International Orders
International orders are shipped via USPS First Class Mail International. First Class Mail International typically takes 3-6 weeks to arrive. For faster international shipping, you can upgrade to Priority International, which takes 1-3 weeks to arrive. Local customs offices may delay shipments longer than our estimated times. Please contact us to arrange expedited international shipping.

Returns, Refunds & Replacements

We are proud of the quality of our work and we hope you are too! Your product is one of a kind. If, for any reason, you are not satisfied with what we made you, we will make things right. Depending on the product, the reason for your dissatisfaction, and the amount of time that has passed since you received your purchase, we will help figure the best course of action between a replacement, exchange or refund. Refunds are available on most products* as long as you let us know within 10 days of receiving your order. If a refund is given, it will be for the full price you paid for the item, unfortunately we cannot refund the return shipping fee back to us unless your product arrived damaged or was produced incorrectly.

To get your return started, simply call (855) 227-8333 or email us at info( at )carved.com with your Order Id and a description of why you want to return the product and whether you desire a replacement, exchange or a refund. We will respond within 1-2 business days. For replacements and exchanges (and in select cases refunds) we will reply with a prepaid shipping label for you to use to return your defective or unwanted product. You then apply that label to a small box (you can use the one we sent you!) and stick it in the mailbox. Once we receive your return we will process your replacement, exchange or refund. In cases of manufacturing errors, we may simply ask you to provide us with photographic proof of the defect so that we can get your replacement shipped out right away; taking care of returning the defective item once you have the replacement. Refund requests that are not due to shipping damage or a manufacturing error will need at be returned to the customer’s expense.

When we refund an order, we credit your original payment method as quickly as possible, typically the day we receive your return. It can sometimes take up to 5 business days for the credit to appear on your statement although it usually appears in just a day or two. This waiting period is based on your individual banking institution’s process and policies.

* Refunds are not available on solid wood cases for any reason other than shipping damage or manufacturing error that we are notified of within 3 days of being received.

Warranty

Our products are manufactured and tested to the highest quality standards. Our Warrantly covers defects in material or workmanship in new products. This warranty extends to the original purchaser only and is non-transferable. Only consumers purchasing CARVED products from authorized retailers or resellers or through the http://www.carved.com website may obtain coverage.

CARVED will replace or refund at no charge, at its option, any product that proves defective because of improper workmanship and/or material, under normal installation and use.

The CARVED Warranty lasts for 1 year from the documented date of purchase.

We do not guaranty that our products will protect your device from possible damage and offer no warranty beyond that of our products. CARVED does not offer any warranty on your device used in connection with our products.

To file a warranty claim, please contact us at (855) 227-8333 or email info( at )carved.com.

Privacy

We take your privacy very seriously and don't sell or share any of your information with any third parties. We hate spam and junk mail as much as you do!

We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

Our Commitment To Data Security
Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings. Your credit card information is never kept or stored on our servers and it is never written down or saved at our office.

We reserve the right to make changes to these policies. Any changes to these policies will be posted on this page.

Last updated: December 19, 2013.

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