FAQ

1. Do you offer free shipping? Yes, we offer free shipping on all orders via FedEx Ground, FedEx Freight, or the most affordable provider.

2. What is the processing time for orders? Orders are processed within 2-4 business days.

3. How long does shipping take? Shipping takes 4-6 business days after processing.

4. When is the cut-off time for placing an order? Orders placed by 12pm Monday - Friday will be processed on the same day.

5. How can I track my order? You will receive an email with tracking details within 2-4 days of shipping.

6. Do you deliver to PO Boxes? No, we do not ship to PO Boxes.

7. What is curbside delivery? The shipping carrier will deliver your order to the curbside. They will not deliver into your home, garage, kitchen, or elsewhere.

8. What if my item requires a shipping address change after placing the order? A $175 fee applies for any changes to the shipping address after the order is placed.

Large and Heavy Items (LTL Shipments)

1. How are large items shipped? Large items (over 155 pounds) ship via LTL (less-than-truckload) shipment with curbside delivery. The carrier will call to schedule a delivery appointment.

2. Do I need to be present for delivery? Yes, a person 18 years or older must be present to sign for the delivery.

3. Are there additional charges for LTL shipments? Additional charges may apply for rescheduled delivery or if the shipment is refused.

Damaged Packages

1. What should I do if my package arrives damaged?

  • Visible Damage: Take photos, refuse the package, and note the damages with the delivery driver. Email support@carlohome.com with your issue and photos.
  • No Visible Damage: Inspect immediately upon receipt, take photos of any damage, and contact us within 24 hours.

Returns and Refunds

1. What is your return policy? Returns must be initiated within 30 days of delivery. Items must be unused and in original packaging. Used or installed products cannot be returned.

2. Is there a restocking fee for returns? Yes, there is a 15% restocking fee on all returned items.

3. Do you provide free return shipping? For defective products, return shipping is free. For other returns, the customer must pay the return shipping cost.

4. How do I start a return? Contact us at support@carlohome.com to initiate a return. Do not send items back without approval.

5. How are refunds processed? Refunds are issued after the warehouse inspects and processes your return, which can take up to 72 hours to reflect on your statement.

Exchanges

1. What is your exchange policy? Exchanges must be requested within 30 days of delivery. Items must be unused and in original packaging. A 15% restocking fee applies.

2. How do I start an exchange? Contact us at support@carlohome.com to initiate an exchange.

Contact Information

1. How can I contact Carlo Home?

  • Email: support@carlohome.com
  • Phone: (866) 206-5276
  • Address: 675 Alpha Dr, Suite G, Highland Heights, OH 44143, United States

For detailed policies, visit our website or contact customer service.