Damage Policy

My Package arrived Damaged or I Received the Incorrect Item?

We take great care and precaution in packaging items for shipping, but sometimes packages do arrive damaged. Or the wrong item may have mistakenly been shipped. Please let us know via e-mail within 2 business days of receiving your package if this happens.

All packages are insured, and we can easily correct the situation. We need our customers to contact us as soon as possible via e-mail as some of our items are shipped directly from the manufacturer, and we will need to give them sufficient time to re-ship your item and rectify the damage. We also have a very short time window in order to process any claims with our freight companies.

In order for CBH to quickly replace your damaged item or part, please accompany your e-mail request with the following items:

  1. Order Name
  2. Order Number
  3. Details and Images of the damaged items and any details about the condition of the shipping container (smashed box, etc.)
  4. DO NOT discard any of the packaging or items until directed to do so.  In many instances, the freight carrier will want to pick up the damaged boxes and items.
  5. Please allow CBH 48 business hours to process the claim and have a resolution.
  6. Please allow 10 Business Days for replacement items to be shipped.  Made to Order Items may take up to 14 business days.
  7. DO NOT ship anything back to CBH that is damaged, or a mis-shipped item, unless directed to do so by CBH.  We will not refund shipping charges for returned damaged or mis-shipped items.
  8. E-Mail: support@caronsbeachhouse.com