Shipping policy

At Carrowen, every piece is crafted, inspected, and packaged with care to ensure it arrives safely and in excellent condition. Because our products are fulfilled through both U.S. partner warehouses and our overseas facilities, delivery timelines vary depending on availability, product type, and shipping origin.

Our goal is to provide clear and transparent delivery expectations from the moment your order is placed.

Order Cut-Off Time
To ensure timely processing, all orders placed before 14:00 (2:00 PM) Pacific Standard Time (GMT-08:00, Los Angeles) on a business day will begin processing on the same day.
Orders submitted after 14:00 PST, or placed on weekends or public holidays, will be processed on the next business day.

Free Standard Shipping (Front-Door Delivery Only)

Standard shipping to U.S. addresses is free and includes front-door delivery only.
This service does not include:

Room-of-choice placement
Navigating stairs or elevators
Assembly or installation
Packaging removal
White Glove delivery

If you require in-home placement or assembly, please contact us for a White Glove Service quote.

Shipping Coverage

Carrowen currently ships to the United States only.
We do not offer international delivery outside the U.S. at this time.

Remote Area Surcharge (AK, HI, PR) — Fixed Fee Structure

Orders shipping to Alaska, Hawaii, or Puerto Rico are subject to a fixed remote-area surcharge based on shipment weight:

Up to 300 lbs: + $300 per shipment
301–700 lbs: + $700 per shipment
Above 700 lbs: Additional freight arrangements may be required; availability is not guaranteed.

Order Minimum Requirement for Remote Regions

Due to significantly higher freight and carrier costs, shipments to Alaska (AK), Hawaii (HI), and Puerto Rico (PR) may incur additional freight surcharges.

Shipping fees for these regions are calculated based on item size, weight, and carrier availability and will be clearly displayed at checkout before payment is completed.

In some cases, extended delivery timelines or carrier limitations may apply.

For a personalized delivery estimate or assistance with remote region orders, please contact us at:

📧 support@carrowen.com

1. Order Processing

All Carrowen orders follow a two-stage journey: Processing and Shipping.

Processing times differ based on stock availability and fulfillment origin.

Processing Time

In-stock items (U.S. partner warehouses):
2–5 business days

Items fulfilled from our overseas facilities:
15–25 business days
(Large, oversized, or handcrafted furniture may require additional preparation time.)

Processing includes:

Product quality inspection
Export-grade protective packaging
Scheduling with the appropriate freight carrier

If unexpected delays occur during processing, we will notify you by email.

2. Shipping Time (Transit Time)

Transit time depends on where your item is shipping from.

United States

From U.S. partner warehouses (in-stock items):
5–10 business days

From overseas facilities (if U.S. stock is unavailable):
30–45 business days

This timeframe reflects:

International freight movement
Customs clearance
Handover to domestic last-mile carriers

After your order is placed, you will receive a confirmation email that repeats the same processing time and shipping timeframe displayed at checkout. This email simply serves as a record of the delivery window shown before purchase.

If your plans change or the displayed timeframe no longer works for you, you may request a full refund within 48 hours of placing your order.

Expedited Air Shipping (Optional Upgrade)

For customers who need faster delivery, Carrowen offers expedited air shipping on select items.
This service does not shorten the standard processing time, but it significantly reduces the shipping (transit) time.

Processing Time: remains the same as standard orders
(2–5 business days for U.S. warehouse items, 15–25 business days for overseas items)
Expedited Air Shipping Transit Time:
Typically around 7 days after the order has completed processing
Cost:
Expedited air shipping is customer-funded and is calculated based on actual carrier costs, generally around $6 per pound.
A detailed quote will be provided before the service is confirmed.

Expedited air shipping is optional, subject to availability, and must be requested prior to shipment dispatch.

To inquire about expedited shipping, please contact:
📧 support@carrowen.com

3. Estimated Total Lead Time

In-Stock Items (U.S. Warehouse):
In-stock items typically ship and arrive within 7–15 business days, depending on destination and carrier availability.

Made-to-Order, Oversized, or Internationally Sourced Items:
Certain furniture and lighting pieces are made to order or shipped via international freight. These items typically require additional processing and transit time.

Estimated Total Delivery Time (Processing + Transit):
Most made-to-order or freight-shipped orders arrive within 45–70 business days from the order date.

This timeframe reflects the complete logistics process required to safely transport large-scale furniture and lighting from our facility to your home.

If you have a specific delivery deadline, please contact us before placing your order so we can help confirm feasibility.

4. Tracking Information

Once your order leaves our facility, you will receive:

A tracking number
Instructions on monitoring your shipment

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

5. Delivery & Missed Delivery

Because many Carrowen items are large, heavy, and require special handling:

Most orders are delivered curbside or to your front door
Oversized or freight items may require an adult signature

If a delivery appointment is missed, the carrier may charge re-delivery or storage fees.
We recommend contacting us in advance if you need help coordinating delivery.

6. Lost, Missing, or Damaged Packages

Please contact us within 48 hours if:

Tracking shows “Delivered” but the package is missing
Packaging arrives visibly damaged
The product arrives damaged

Include:

Photos of the outer carton or crate
Photos of the shipping label
Photos or videos of the damage
Your order number

Send all information to:
📧 support@carrowen.com

We will file the appropriate claim with the carrier and provide assistance in accordance with our Return Policy.

7. White Glove Delivery (Where Available)

For select items, Carrowen offers an optional White Glove delivery upgrade, which may include:

Room-of-choice placement
Unboxing
Basic assembly
Removal of packaging materials

White Glove availability varies by region.
Contact us for a detailed quote if you wish to upgrade your delivery service.

8. Special Delivery Arrangements

Carrowen can help coordinate special delivery needs to ensure a smooth shipping experience:

Shipment Delay Requests

If you need additional time before receiving your order, please email us before the shipment leaves our warehouse.
We provide up to 60 days of complimentary storage.
Storage beyond 60 days may incur additional fees based on product size and storage requirements.

Scheduling Support

If you are unavailable during the proposed delivery window, contact us as early as possible so we can assist with coordinating timing with the carrier.

Order Consolidation

If multiple items are purchased, we may be able to consolidate them into a single shipment for convenience.

Guidance for Large or Fragile Installations

Our team can provide general recommendations to help prepare your space for the safe installation of large, heavy, or delicate items.

Our support team typically responds within 24 business hours.

9. Contact Us

For any shipping-related inquiries, please contact:
📧 support@carrowen.com

Including your order number will help us assist you more quickly.