At CARLISLE SHOP, we are committed to providing hospitality professionals worldwide with high-quality commercial display and buffet equipment, along with exceptional service. Please review our shipping and returns policy below to ensure a smooth purchasing experience.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays) after payment verification.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Shipping cost: $12.95 USD
    • Delivery time: 10-15 business days after shipment
  • Free Shipping:
    • Available for orders over $50 USD
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide except to certain Asian countries and remote regions.

International Shipping

For international customers:

  • All customs duties, taxes, and fees are the responsibility of the recipient
  • Please ensure your shipping address is complete and accurate
  • Some products may have shipping restrictions to certain countries

Returns & Exchanges Policy

Eligibility

To be eligible for a return or exchange:

  • Items must be unused, in original packaging, and in resalable condition
  • Returns must be initiated within 15 days of receiving your order
  • Original proof of purchase is required

Non-Returnable Items

For health and safety reasons, the following products cannot be returned or exchanged:

  • Buffet Utensils (used for food service)
  • Butane Stove Cover-Ups (personal protective equipment)
  • Opened packaging of Acrylic & Plastic Salt & Pepper Shakers
  • Custom or special-order items
  • Any products that have been used, installed, or modified

Return & Exchange Process

Step 1: Initiate Your Request

Contact our customer service team within 15 days of receiving your order:

Please include the following information in your request:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return/exchange
  • Whether you prefer a refund or exchange

Return/Exchange Request Template:
Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear CARLISLE SHOP Team,
I would like to request a [return/exchange] for my order #[Your Order Number].
Item(s) for return/exchange: [List product names and quantities]
Reason: [Brief explanation]
Preference: [Refund to original payment method/Exchange for (specify product)]
Please advise on next steps.

Sincerely,
[Your Full Name]
[Your Business Name (if applicable)]
[Your Contact Information]

Step 2: Receive Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions
  • Any additional requirements

Step 3: Ship Your Return

Once authorized:

  • Pack items securely in original packaging
  • Include all original accessories and documentation
  • Clearly mark your return authorization number on the package
  • Ship to our warehouse at:
    CARLISLE SHOP Returns
    5104 West Tierra Buena Lane
    Glendale, US 85306

Important: Return shipping costs are the customer’s responsibility unless the return is due to our error. We recommend using a trackable shipping service.

Step 4: Processing Your Request

Once we receive your return:

  • We will inspect the item(s) within 3-5 business days
  • For approved returns, we will process your refund or ship your exchange
  • You will receive email confirmation when completed

Refund Information

Refunds will be issued to the original payment method:

  • Credit Card/PayPal: 3-5 business days after processing (timing depends on your financial institution)
  • Original shipping charges: Non-refundable unless return is due to our error
  • Restocking fee: 15% for opened commercial equipment (excluding defective items)

Exchange Information

For exchanges:

  • We will ship your replacement item once the return is received and approved
  • Standard shipping rates apply for the new item
  • If the exchange item is of higher value, you will be invoiced for the difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately (within 48 hours of delivery preferred)
  • Provide photos of the damage/defect
  • We will arrange for a replacement or refund at no additional cost
  • In some cases, we may request return of the damaged item

International Returns

For customers outside the United States:

  • All customs fees and return shipping costs are the customer’s responsibility
  • Please clearly mark the package as “Returned Goods” to avoid additional customs charges
  • Refunds will be issued in USD and may be subject to currency conversion fees

Need Assistance?

Our customer service team is here to help hospitality professionals with any shipping, return or exchange needs.

Contact us at:
Email: [email protected]
Phone: +1 (XXX) XXX-XXXX
Hours: Monday-Friday, 8AM-5PM MST