Returns & Exchanges
Return policy
If you would like to exchange or return an item that you have received in the last 5 business days, you will need to request a Return Authorization. All Paint Products, Furniture, Custom Orders and certain manufacturers are not eligible for return or exchange - Please see below for more information. After submitting your return request, we will review the information and forward via email instructions for returning the item(s). This Return Authorization is valid for 15 days. Please do not return items to our Goldsboro, North Carolina address without prior authorization as some returns may have to be shipped back directly to our suppliers. Please contact us with any questions on whether or not the item you are interested in is a returnable item.
Please note that items shipped back to us without a return authorization will not be accepted and will be returned to you. All items must be returned in their original, unworn and unused condition enclosed in original packaging or similar quality packaging within 15 days for a refund or exchange. Returned items should be free from dirt and debris. In the event an item is returned in a condition where it can not be resold, you will be asked to have the product picked up at your expense. If not picked up within 15 days of Carolina Pine Country Store's inspection, item will be destroyed in field or given to charity. Shipping fees are non-refundable. We offer free shipping on several of our items. If for any reason you need to return an item with free shipping, the refund you receive will be for the item price minus the standard shipping cost. Standard shipping costs are based on item prices as outlined within our shipping above. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs.
Furniture, Lighting, and Custom Items
All Furniture and Custom Order Sales are Final. If you are at all uncertain if what you are ordering is considered custom, please contact us to verify. You have up to 24 hours from the date the order was placed to cancel a custom order and to have the amount refunded to your credit card. After 24 hours custom orders are non-refundable. Upon delivery, please take time to inspect all freight shipped furniture items carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged items must be made within 3 business days. ALL PACKAGING MUST BE KEPT for photos. Discarding of packaging voids our opportunity to file a claim and inhibits our ability to have the item(s) picked back up.
Unfortunately, claims made after the 3 business day window will not be accepted and are unable to be returned. Please refer to our vendor warranties for specific information on individual policies.
If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, Carolina Pine Country Store reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible. While the manufacturers do their best to ensure excellent packaging; occasionally glass and mirror could get damaged at the hands of a delivery carrier in transit. Items received with broken glass ARE NOT considered defective products. Carolina Pine Country Store and the manufacturer reserve the right to replace the glass or mirror as quickly as possible. In these cases, you can contact our customer service department to request replacement glass to be sent to you at no additional cost.
Carolina Pine Country Store does everything possible to assure a smooth and prompt delivery of your items. However, be aware and consider that there are circumstances out of our control that may arise and result in a delay in the production or delivery of your items. We do our best to give accurate lead times for each manufacturer but estimated lead times are not a guarantee of a specific delivery date. We welcome your inquiries as the estimated delivery time approaches and we can follow up to give you a more specific idea of your ship date at that time. Also note that shipping time for freight items is approximately 7-15 business days from the time that the item(s) are scheduled for pickup from our manufacturer. We act as your liaison to best assist you in a prompt delivery but again, there are variables that are out of our control as we are considered a third party for some items. We know you'll enjoy the product that is made especially for you!
Color Note: Because every computer monitor displays color differently, we cannot be responsible for variations between the actual product color and how it is displayed on your screen.
Natural Products: All items made from natural products such as but not limited to-limestone, marble, reclaimed wood and metals, alabaster and granite will have natural variations and no two will be the same. These variations should be expected and are not seen as defects.
Refunds
You can expect a refund in the same form of payment originally used for purchase within 15 days of our receiving your return or request to cancel your unshipped merchandise. Please understand that it takes several days for us to go through returns and to inspect them. After inspection it is sent to our credit department for processing. If accepted, a credit is given and it takes several business days for a credit to post through the credit card processor and issuing bank. All returns and exchanges will be credited less 25% restocking fee and shipping costs. If an item was free shipping, the original shipping costs incurred by Carolina Pine Country Store will be deducted. Carolina Pine Country Store reserves the right to charge restocking fees on any and all returned or exchanged items. If you have not received a credit and it has been longer than 15 days, please give us a call at 919-432-7230.
Wrong Products Received
If you are shipped a different product than you ordered, please Email Us or call us within 48 hours of receiving the product. We will provide a RGA # and instructions on how and where to ship them back. We will pay for the freight/shipping back and ship the correct product free of shipping/freight charges.
Cancellations and Changes
If you need to cancel or make changes to an order you must contact us within 24 hours at 919-432-7230. Some orders ship the same day, so we need to know as soon as possible. Calling in or requesting a cancellation does not guarantee your order can be cancelled or changed as it may have already been picked up by the carrier or shipped by Carolina Pine Country Store or the manufacturer.
Defective Products
If an item is received by you and is thought to be defective please contact us immediately. Photo proof of BOTH the product itself AND the packaging will be required to verify and if deemed defective by Carolina Pine Country Store and the manufacturer you will receive a replacement of the same item if in stock or a discount/refund if item is no longer available. Carolina Pine Country Store will have the defective product picked up at no cost to you (the item must be in its original packaging). DEFECTIVE PRODUCT MAY NOT BE KEPT WITHOUT BEING RETURNED IF REFUND OR REPLACEMENT IS EXPECTED. Please be sure to open and inspect your products immediately. Any defect must be reported to the customer service department within 48 business hours of receipt of merchandise accompanied by pictures of BOTH the product and the packing. If photos are not provided for the item and packaging this will inhibit our ability to file a proper claim and retrieve the item if required in turn affecting your replacement/discount/refund. Claims for defective merchandise will not be honored if the items is used or installed. Claims will not be honored after 48 business hours.
Damaged Shipments
A Truck Line freight company may deliver the item(s) you have ordered if they are oversized and noted as freight. You, or persons acting on your behalf, must be present at residence during the time of delivery. If you would like to contact the freight company yourself to schedule your appointment ahead of time, please contact our customer service department. The cutoff time for same day shipment of a Truck Line Freight order is 12:00 A.M. EST.
If you receive a shipment from an order that you placed with Carolina Pine Country Store with obvious freight damage, you must refuse the shipment at time of delivery and note the damage on the bill of lading. We will then order and ship a replacement for you. If you sign for the shipment without reporting any damage you are responsible for all damages and must make any claims with the shipper. Please make sure that you inspect all packages before you sign for them.
If you receive a shipment from an order that you placed with Carolina Pine Country Store with concealed damage, Line Freight, or Ground Shipments (UPS/FEDEX), you must report the damage within 48 hours to our customer service department. Failing to report the damage in a timely manner could potentially leave you responsible for all damages - we don't want to see that happen. Please be sure to open and inspect your products immediately. Any defect must be reported to the customer service department within 48 business hours of receipt of merchandise. Photos of BOTH the item(s) and packaging must be submitted. Claims for defective merchandise will not be honored if the items is used or installed. Claims will not be honored after 48 business hours.