Frequently Asked Questions

Select your preferred product, size, finish, or other available options, add the item to your cart, and proceed through our secure checkout. Once your order has been successfully placed, you will receive an order confirmation by email.

No. You may complete your purchase as a guest without creating an account. Creating an account can make it easier to review order information and manage your details for future purchases.

If you need to change or cancel an order, please contact us as soon as possible. Once an order has entered processing, production, or shipment, we may not be able to modify or cancel it. Custom, made-to-order, and special-order products may be subject to additional restrictions.

Samples or swatches may be available for select products and materials. If you would like to review a finish, fabric, or material before purchasing, please contact our customer service team to confirm availability.

We make every effort to represent colors, materials, and finishes as accurately as possible. However, variations may occur due to screen settings, lighting conditions, natural materials, and manufacturing processes. Wood, stone, marble, leather, and other natural materials may naturally vary in color, grain, texture, veining, and pattern.

Please review the dimensions on the product page and measure your entryways, hallways, elevators, staircases, and intended placement area before ordering. Packaged dimensions may be larger than the listed product dimensions. If delivery cannot be completed because of insufficient access or clearance, additional delivery, return, or storage fees may apply.

Most of our products and custom options are available online, though not every piece is displayed. We invite you to connect with a Design Consultant—available six days a week at +1(888)884-7858. Our team will be happy to provide detailed information, including premium fabric and finish options, and help you explore our one-of-a-kind furniture collections.

No. Natural variations in wood grain, knots, stone veining, texture, pattern, and color are inherent characteristics of natural materials and are not considered manufacturing defects.

Carrowen offers thoughtfully designed furniture, lighting, and home furnishings for contemporary living. Our collection focuses on distinctive design, quality materials, craftsmanship, and pieces made to bring lasting character and function to your home.

For questions about products, orders, shipping, delivery, returns, or warranty service, please contact our Customer Service team at support@carrowen.com or call +1 (888) 884-7858.

For trade inquiries, please contact trade@carrowen.com.

Our U.S. warehouse is located at 1001 W Middlesex Ave, Port Reading, New Jersey 07064, USA. Please note that returns should not be sent to this address unless specifically instructed by Carrowen. Approved returns must be sent to the return facility provided with your Return Merchandise Authorization (RMA).

• Visa
• Mastercard
• American Express
• Diners Club
• PayPal
• Apple Pay
• Google Pay

Orders placed through Carrowen's U.S. website are billed in U.S. dollars (USD), unless otherwise stated at checkout.

Payment is collected when your order is placed. Orders are processed after successful payment authorization.

Yes. Payment transactions are securely processed through compliant payment providers. Carrowen does not directly store your complete payment card information.

If your payment cannot be authorized, your order may not be completed.

Please verify your billing and payment information, contact your bank or payment provider if necessary, or try another payment method available at checkout.

Yes. After your order has been successfully placed, an order confirmation will be sent to the email address provided during checkout.

Please review your confirmation carefully and contact support@carrowen.com if you notice any incorrect information.

Will my order be subject to tax or duties?

Most Carrowen orders do not incur additional duties. However, sales tax may be applied where required by law, depending on your shipping address and local regulations.

Sales tax, if applicable, will be calculated automatically at checkout based on your delivery location.

Please note that certain regions—such as Alaska, Hawaii, and Puerto Rico—may be subject to additional fees, including surcharges or special handling charges, due to location-based logistics requirements.

If you’re unsure whether your address may require additional charges, feel free to contact us—we’re happy to help clarify before you place your order.

Delivery times depend on where your order is fulfilled.

For items shipping from our U.S. warehouse:

Processing Time: 2–5 business days
Shipping Time: 5–10 business days
Estimated Total Delivery Time: 7–15 business days

For items shipping from our international warehouse:

Processing Time: 15–25 business days
Shipping Time to the U.S.: 30–45 business days
Estimated Total Delivery Time: 45–70 business days

Packages shipped to remote areas, including Alaska (AK), Hawaii (HI), and Puerto Rico (PR), may require additional transit time and incur additional shipping fees.

Delivery times are estimates and may vary depending on the product, destination, carrier availability, customs processing, and other logistics conditions.

We will confirm your estimated delivery timeframe within 48 hours after your order is placed.

If the estimated timeframe does not meet your needs, you may request a full refund within 48 hours of placing your order.

Once your order ships, tracking information will be provided so you can monitor its delivery status.

Tracking updates may not appear immediately, particularly for international freight shipments that involve multiple transit and customs stages.

Standard delivery is generally limited to curbside or front-door delivery.

It does not include room-of-choice placement, unpacking, furniture assembly, installation, packaging removal, or White-Glove Delivery unless otherwise stated.

Oversized or freight shipments require an adult signature or a scheduled delivery appointment. If an appointment is required, please follow the carrier's scheduling instructions.

If you miss your scheduled delivery appointment, the carrier will charge additional redelivery or storage fees.

If you need assistance coordinating your delivery, please contact support@carrowen.com as early as possible.

Merchandise in our warehouse cannot be held more than 60 days. After 60 days, full payment for the merchandise is required and delivery must be scheduled for your order. If you are unable to accept delivery beyond 60 days of your merchandise being fully committed in our warehouse, your order must be paid in full and cannot be returned, refused, canceled or exchanged.

Most items ordered through our website or by phone are not available for local warehouse pickup.

Furniture, large décor items, uniquely shaped pieces, and fragile products that cannot be shipped via standard parcel services are typically shipped fully assembled. In some cases, minor components may be packaged separately for protection and can be easily installed by the customer or handled through our White Glove Delivery Service.

With White Glove Delivery, our professionally trained team will unpack, inspect, and assemble the main components of your furniture, then place the item in the room of your choice. All packaging materials and debris will be removed upon completion.

Please note:

– Our delivery team is not permitted to move or dispose of your existing furniture or personal belongings.

– Items such as lighting, mirrors, and wall art will not be unboxed, assembled, or installed.

– Our team is not authorized to install electrical fixtures or wall-mounted items.

– Orders shipped via UPS, FedEx, or curbside delivery do not include assembly or in-home setup.

Depending on the items purchased and the available delivery methods for each, your order may arrive in multiple shipments.

For items delivered via our White Glove Delivery Service, if any pieces are delayed, we will schedule delivery once all items are available and ready to ship. If you prefer to split a deferred order into multiple shipments, additional delivery fees will apply.

For more information, please visit our Delivery & Shipping page.

To review the status of your order, please click here

Orders may be canceled or modified free of charge within 48 hours of placement.

After 48 hours, changes or cancellations may still be requested prior to shipment; however, a 5% bank processing fee may apply.

Once the order has entered the final-mile delivery stage, it can no longer be canceled or modified.

Many of our pieces are crafted from natural materials and finished by hand, making each item uniquely individual. Subtle variations in texture, grain, color, and finish—such as organic markings, light distressing, or tonal differences—are inherent characteristics of these materials and are not considered defects.

We make every effort to display product colors and details as accurately as possible. However, variations may occur due to lighting conditions, photography, and individual screen settings.

Yes, we offer preferred pricing for bulk purchases, commercial projects, and trade professionals.

For volume orders or to inquire about a trade account, please contact us at support@carrowen.com. Our team will be happy to assist with tailored solutions for your project.

Please contact support@carrowen.com as soon as possible if you need to request a change.

Once an order has entered processing, production, packing, or shipment, changes may no longer be possible.

Eligible items may be returned within 30 calendar days of the delivery date confirmed by the carrier.

To qualify for a return, the item must be unused and in its original condition. It must not have been installed, assembled, modified, or damaged and must include all original components, accessories, protective materials, and original packaging.
Learn more about Returns & Exchanges.

Custom-made, personalized, made-to-order, clearance, and final-sale items are not eligible for return once production or processing has begun.

Contact support@carrowen.com with your order number, product name, reason for return, and supporting photos when applicable.

All returns require prior approval.

Once your return is approved, Carrowen will provide a Return Merchandise Authorization (RMA), the correct return address, and return instructions.

Returns must be sent only to the address provided by Carrowen with your approved Return Merchandise Authorization (RMA).

Please do not send your return to the address on the original shipping label, a warehouse address found online, or any other address that has not been provided by Carrowen Customer Support.

Unauthorized returns may be refused.

Carrowen covers approved return-related costs when the return is due to shipping damage, a manufacturing defect, an incorrect item, missing parts, or a fulfillment error caused by Carrowen.

For customer-initiated returns, including a change of mind, style or color preference, size preference, ordering the wrong item, or no longer needing the item, the customer is responsible for return shipping costs.

Applicable return shipping costs will be disclosed before the return is approved.

Yes. We strongly recommend keeping all original packaging until you have fully inspected and accepted your order.

If the original packaging is no longer available, please contact Customer Support before arranging a return. Returns that cannot be transported safely may be refused.

Once your returned item is received, it will be inspected according to Carrowen's Return & Refund Policy.

After the return is approved, the refund will be issued to the original payment method. Your bank or payment provider may require additional time to post the refund to your account.

Yes. White-Glove Delivery is available as an optional paid service for eligible products and delivery locations.

White-Glove Delivery may include:

Room-of-choice delivery
Professional unpacking
Furniture assembly, where applicable
Removal of packaging materials

Room-of-choice delivery includes transport to the designated room, with up to two flights of stairs included.

No. White-Glove Delivery does not include the installation of wall-mounted items, hardwired lighting, mirrors, or artwork.

For hardwired lighting, Carrowen may provide a referral to a licensed technician for a separate service fee.

For orders using Carrowen's White-Glove logistics process:

Order Processing: 15–25 business days
Ocean Freight & Customs: 30–45 business days
Local Scheduling: Within approximately 5 business days after the item reaches our U.S. logistics partner

The total estimated lead time is approximately 10–14 weeks.

White-Glove Delivery fees vary based on the number of items, delivery location, product size, weight, and delivery requirements.

Major Metro Areas:
$300 for the primary item and $200 for each additional item.

Extended Delivery Zones:
Starting at $500; a custom quote may be required.

Continental U.S. Service:
Typically $339–$799; a custom quote may be required.

Remote locations and exceptionally large or heavy items may require a customized logistics quote.

Please make sure all entryways, hallways, staircases, elevators, and the destination room are clear and accessible before delivery.

Customers are responsible for confirming that the item will fit through all required access points.

Delivery personnel are not authorized to move existing furniture or personal belongings.

If your building requires a Certificate of Insurance (COI), loading-dock reservation, or other special delivery arrangements, please contact support@carrowen.com after placing your order.

An adult age 18 or older must be present to inspect the item and sign for the delivery.

White-Glove Delivery fees are non-refundable once a delivery attempt has been made.

Additional charges resulting from access restrictions or failed delivery conditions are the customer's responsibility.

Please inspect your order promptly after delivery.

If your item arrives damaged, defective, incomplete, or incorrect, contact support@carrowen.com within 48 hours of delivery.

Please include your order number, clear photos of the issue, photos of the outer and inner packaging, and a brief description of the problem.

Keep all original packaging while your claim is being reviewed.

Contact support@carrowen.com within 48 hours of delivery and provide your order number, photos, and a description of the missing components or incorrect item.

Our team will review the issue and assist you with the appropriate resolution.

No. Reporting shipping damage or product issues within 48 hours allows Carrowen to address delivery-related claims promptly.

It does not affect your right to request an otherwise eligible return within the standard 30-day return period.

Yes. Carrowen's Limited Warranty covers qualifying defects in materials and workmanship under normal residential use.

Warranty coverage varies by product category and is subject to the terms, limitations, and exclusions of Carrowen's Limited Warranty.

Indoor upholstered furniture is covered as follows:

Frames & Spring Support: 5 years
Cushion Cores & Tailoring: 3 years
Fabric & Leather: 1 year

Coverage is subject to the terms and exclusions of Carrowen's Limited Warranty.

Indoor furniture is covered as follows:

Wood Furniture: 3 years
Mechanical Components: 3 years
Metal, Stone & Glass Components: 2 years

Coverage is subject to the terms and exclusions of Carrowen's Limited Warranty.

Lighting is covered as follows:

Integrated LED Fixtures: 2 years
Fixture Hardware & Structure: 2 years

Hardwired lighting must be installed in accordance with applicable installation requirements. Improper installation may void warranty coverage.

Carrowen's Limited Warranty does not cover normal wear and tear, stains, spills, scratches, dents, improper installation or maintenance, accidental damage, misuse, unauthorized modifications or repairs, environmental damage, customer handling damage, commercial use, or products without valid proof of purchase.

Natural variations in materials are not considered manufacturing defects.

No. Carrowen's Limited Warranty applies to qualifying residential, non-commercial use only.

Contact support@carrowen.com with your order number, product name, a description of the issue, and clear photos or videos showing the defect.

Proof of purchase is required.

If a qualifying defect is confirmed, Carrowen will provide a resolution in accordance with the terms of the Limited Warranty.

Yes. Carrowen works with qualified interior designers, architects, contractors, builders, and other trade professionals.

For trade inquiries and project assistance, please contact trade@carrowen.com.

For larger residential, hospitality, commercial, or multi-item projects, please contact our Trade team at trade@carrowen.com with your project requirements, quantities, timeline, and delivery location.

Customer Service:
support@carrowen.com

Phone:
+1 (888) 884-7858

Trade Inquiries:
trade@carrowen.com