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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.

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, you can return it for a full refund. The only thing we ask is that you let us know within 10 days of receiving your order. We are happy to refund the full price you paid for the item, unfortunately we cannot refund the return shipping fee back to us unless your product arrived damaged.

How To Initiate Your Return
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. We will respond within 1-2 business days 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. If you simply want a refund for your order, as soon as we get your return back in the mail we will process your refund. If you want a replacement for a broken or defective case, simply provide us with photographic proof of the defect and we will get your replacement shipped out right away, even before you send the item back to us.

How Do I Get My Refund?
Once we have approved your return, we will email you a pre-paid shipping label. You can simply put the product right back into the box we shipped it with, stick the label on and put it in your mailbox! When we receive your returned product, we will credit your original payment method. 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. 

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.

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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