Every CARVERHAUS piece is made to order for you. That shapes how changes, cancellations and refunds work, so please read this page before you order.
Changing or cancelling an order
Contact us within 24 hours of placing your order to cancel it, change the item, or update your order details. After 24 hours your piece goes into production and we can no longer accept cancellations or changes.
If your order needs a design change, it will take longer to make, and we cannot guarantee the original delivery estimate.
Returns
Because each piece is made to order, we do not accept returns or exchanges for a change of mind. Please do not send a piece back without contacting us first. We cannot refund or exchange a return sent without our approval.
Damaged, defective or incorrect items
We will replace the piece or refund you if, within 30 days of delivery, you let us know that your order:
- is significantly different from the product photos, or from the photos of the finished piece you approved;
- was damaged in making or in transit;
- is not the item you ordered; or
- is missing an item.
After 30 days from delivery we can no longer offer a replacement or refund for these issues.
What is not covered
- Small differences in color or size from what you saw on screen. Monitors and lighting vary, and every piece of solid wood has its own grain and tone.
- An incorrect size, design or finish chosen at checkout. Please review your order carefully before you pay.
- Damage from improper care or everyday use.
How to make a request
Email support@carverhaus.com with your order number, a short description of the problem and clear photos of the piece and the packaging. We will review it and reply with the next steps.
Refund timing
Once we confirm your refund, it takes about 3–5 days to process. After that, the time for the money to reach you depends on your payment method:
| Payment method | Time after the refund is processed |
|---|---|
| Credit or debit card | 5–10 business days |
| PayPal | 3–5 business days |
| Prepaid card | Depends on the card issuer, up to 30 days |
If your refund has not arrived, check your account again, then contact your card company or bank, since posting can take a few more business days. If it still has not arrived, email us.
Shipping problems
If your tracking has not updated for more than 15 days, you can ask for a refund or a replacement for that order.
If a package comes back to us because the address given at checkout was incomplete or incorrect, we will send a replacement for a reshipping fee of $6.95. Once you confirm, we will send you a payment link and ship the replacement.
Warranty
Every CARVERHAUS piece comes with a 1-year warranty. To make a warranty request, email us your order number and photos of the issue.