Yes. Carrowen is a legitimate global furniture and lighting brand operating through a secure, HTTPS-encrypted Shopify platform with trusted payment options and dedicated customer support.

Carrowen is headquartered in China with partner warehouses in the United States. We offer delivery across the U.S. Eligible orders receive complimentary standard shipping to the doorstep. White glove and expedited services are optional

Carrowen products are crafted by our long-term manufacturing partners in China, as well as selected, reputable OEM manufacturers around the world. Country-of-origin details are clearly noted on each product page.

Before shipping, every item undergoes thorough technical and quality inspections to ensure it meets Carrowen’s standards for craftsmanship, durability, and overall quality.

Yes. Many Carrowen pieces are offered as Made-to-Order designs.

To reduce overproduction and maintain craftsmanship quality, certain items are produced only after an order is placed.

Once your order is submitted, it immediately enters our production schedule.

Estimated production + delivery time: Approximately 8–9 weeks, depending on workshop capacity.

Yes. If you are not yet ready to receive your order, Carrowen can hold your items at our warehouse free of charge for up to 60 business days after we notify you that your order is ready for delivery.

If storage exceeds the 60-business-day period, additional storage fees may apply. Our team will contact you in advance to discuss next steps and available options.

Carrowen’s customer support team is generally unavailable on weekends and public holidays.

In urgent situations, please contact us via email and include “Urgent” in the subject line. Our team will respond as promptly as possible.

Eligible items can be returned within 30 days of delivery if unused and properly packaged. See the full Return Policy for detailed eligibility and process

Optional service that includes room-of-choice placement, unboxing, and basic assembly. Availability varies by region; see the full White Glove Delivery page for details.

Yes. Carrowen offers White Glove Delivery services for select orders. Our team will deliver furniture to your designated location and assist with basic assembly and placement.

For full details on coverage and availability, please refer to our White Glove Delivery Policy.

If you have questions about your order, contact us at support@carrowen.com.

Shipping timelines depend on where your order is fulfilled:

• U.S. warehouse items: 5–10 business days
  
• Made-to-Order or overseas items: 30–45 business days after production
  
• Typical total timeframe: 45–70 business days
  

After your order is placed, you will receive a confirmation email that includes your processing time and estimated delivery window.

This email serves as a record of the timeline displayed at checkout.

All eligible orders shipped to U.S. addresses include complimentary standard shipping (front-door delivery only).

In-home placement and assembly require optional White Glove service.

Yes. Once your order ships, you’ll receive a tracking number via email to monitor progress on the carrier’s website.

Alternatively, you can click the link and enter the relevant information to search.

Tracking updates may take 3–7 business days to appear during international transit and customs processing.

Order cancellations: Refund typically within 48 hours of confirmation.

Approved returns: Refund processed within 5–10 business days after inspection.

Refunds are issued to the original payment method.

For the fastest resolution, we recommend contacting our support team before filing a dispute with your payment provider, as disputes may place the transaction under review.

Verify the SKU and contact customer support with photos of the item and order details. Carrowen will cover return shipping for incorrect items.

Provide clear photos of the packaging, shipping label, and product. This helps us verify and assist quickly.

Orders containing multiple items are often shipped in separate packages or in multiple shipments, depending on availability and logistics arrangements.

If you select White Glove Delivery, we typically wait until all items are ready and then schedule one consolidated delivery.

If you have special shipping or delivery requests, please contact our customer support team in advance so we can assist with coordinating the best option for your order.

Yes. Order changes and cancellations depend on the timing of your request:

● Within 48 hours of placing the order

You may cancel or modify your order free of charge.

This applies to all standard and Made-to-Order items.

● After 48 hours

Your order may have already entered production or preparation.

Changes or cancellations are no longer guaranteed, and additional fees may apply depending on the stage of production or fulfillment.

● After production or shipment is completed

Orders cannot be changed or canceled.

If the item is eligible, you may still request a return under our Return & Refund Policy.

● Customized or oversized items

These items can only be canceled within 48 hours of payment confirmation.

Once production begins, cancellation is no longer possible.

If you need assistance, please contact: support@carrowen.com

If you have any special requests, we recommend contacting Carrowen’s customer support team before placing your order so we can confirm feasibility.

If approved, our team will guide you through the necessary steps to complete your special order.

If you have already placed an order and later wish to make a special request, please contact us as soon as possible. We will review your request based on the order status and advise accordingly.

If a special request cannot be accommodated, you may modify or cancel your order prior to shipment and receive a full refund, subject to our policy.

Please double-check your shipping details before checkout. After an order is placed, the shipping address cannot be edited online. If you need to make a change, it depends on the order status:

(1) Pending

We recommend placing a new order with the correct address. Pending orders may be automatically canceled after a period of time.

(2) Processing / Preparing

Contact Carrowen’s customer support team as soon as possible. We’ll review your order status and confirm whether an address update is still possible.

(3) Shipped

Address changes after shipment depend on the carrier’s policy. Some carriers offer address rerouting for an additional fee. If you’d like to try, please contact our support team and we’ll advise on available options. Please note:

• The country/region cannot be changed
  
• Approval is subject to the carrier’s final decision
  
• Any rerouting fees are the customer’s responsibility
  

If the carrier does not support address changes, we recommend receiving the package at the original address or contacting the carrier directly. If an address is invalid and delivery fails, the shipment may be returned or handled according to the carrier’s rules (including disposal). Additional costs such as return shipping and handling fees may apply and will be the customer’s responsibility.

All address change requests are only valid after confirmation from Carrowen’s customer support team
support@carrowen.com.

Yes. Most Carrowen furniture is shipped fully assembled or partially assembled, with only minimal setup required. Clear assembly instructions are included to ensure an easy installation experience.

For lighting products, we recommend professional installation by a qualified electrician for safety and proper performance.

Carrowen also offers White Glove Delivery services, which may include in-home delivery and basic setup. For details on availability and pricing, please contact our customer support team at support@carrowen.com.

Yes — samples are available for purchase on the Carrowen website

Yes. Products have a limited warranty (1–3 years depending on category) for defects under normal residential use. See the full Warranty Policy for details

Refer to the professional Care Guide for material-specific instructions to maintain your furniture or lighting.

Yes. Select Carrowen collections offer customization options, including adjustments to size, materials, or finishes, depending on the design.

To confirm availability and discuss your specific requirements, please contact our customer support team at support@carrowen.com. We’ll be happy to review your request and guide you through the next steps.

We currently do not offer a public showroom.

However, you are welcome to schedule a Virtual Consultation with our product specialists to explore our collections in detail.

Our team can provide:

• High-resolution product images
  
• Detailed close-ups
  
• Finish and material references
  
• Craftsmanship photos
  
• Styling suggestions
  

For assistance or to schedule a consultation, please contact: support@carrowen.com

Please measure access paths before ordering. White Glove service may not be completed if access is insufficient. Fees are non-refundable in this case.