Customer Service Information

We are fully open for business online and seeing increased demand.  Only our seasonal storefront in Three Lakes WI was recently closed. 

Update: 3-15-22; We are still seeing continued supply chain issues and have seen up to 75% of our collections discontinued or suspended production with many suppliers.  We are trying to keep up to date with all the pricing increases due to increased inflation and costs with raw materials.   We have approximately 1.3 million pages on our website which we cache many because of excessive robot traffic; so, it may take time for price updates to be applied to the cached pages.  Price may reflect differently in the cart.  We are also seeing more steep shipping increases approximately 10% in the last 30 days with fuel surcharges.  Some larger items we may need to charge additional handling and shipping fees.  We note specifically shipping to California and the west coast has significantly outpaced other costs.  Our pricing model has not been able to keep up with rapidly changing price increases and shipping to some locations.  We reserve the right to not warrant pricing on some items in these regions on some items. 

Update: 8-9-21:  We are seeing continued issue with the supply chain.  We are experiencing additional delays in ETAs recently,  most things are pushed back 1-4 weeks.  Items are arriving, just slower than expected.  We are working hard to follow along with all orders.  If you would like an update on your order, please email us.   If we do not reply immediately, it is because we are working on obtaining the newest information.   Please feel free to contact us at anytime, we are here and very busy and will address order as quickly as possible. 

We are expecting significant price increases starting Jun 1, 2021 due to rapidly increasing prices and shipping costs.  Raw materials, including lumber and steel, have seen increases 4x in the last year.  We see increased pricing pressure on all items in the next year.   Shipping promotions will be limited to more select items and times.  We continue to see an increase in shortages of items, longer lead-times, and increased back orders.   We are working extremely hard under these severe conditions, and your understanding is appreciated. 

COVID 19 Notice:

Shipping Carriers are charging additional Peak Service fees due to Covid-19 ( We now charge a handling fee for this charge )   We are also insuring shipments due to civil unrest and increased damages( this fee is also charged )

We are currently experiencing supply interuptions.  Though near normal supplies were mostly available through mid April.  We are seeing a much larger increase in supply interruptions.  Inventories are low and deplete with most suppliers as they are with our warehouses.   Made-to-order items made in the US are also seeing significant increases in lead-times due to material supply interruptions, shipping carrier time increases, illness and skeleton crews in their own work force.     We are experiencing a high volume of customer service at the same time.   The home decor industry is not the only industry experiencing longer than than normal lead-times and product handling times.  We continue to fulfill orders, many ship within the same day or with 3-4 days.  Most orders receive a disposition within 48 hourrs regarding lead-times.  Sometimes- we are awaiting information on certain supplies and are unable to give dispositions on some orders.   We have noted issues with most bedding and textile companies in specific.  Due to the large amount of designs, sizes, accessories etc we are seeing limited supplies and abilitly to fullfill whole ensembles.   Additionally,  we are seeing increased costs specifically with bedding. Fabric prices, labor costs, freight handling with these bulky items have increased considerably.  Additionally we have tried to stock more of items that normally are shipped direct from manuractures'  warehouse when supplies were available.   This has added significant costs to our handling of these products.   In addition to these changes, we expect inflation pressure on all home decor.  We anticipate significant price increases in items that are heavy, bulky, fragile or have low margins and high shipping costs such as bedding.   We have added after-hours customer service via the website chat.  Additionally most emails are responded to within  a couple hours.  Please contact us ,  if you have questions about orders or availability.   

• Shipping & Delivery
• Price Match
• Returns & Replacements
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information
• Claims for damages or missing items

Shipping & Delivery

In stock items that ship directly from our WI, or TN warehouses usually ship within 24 hours Monday-Friday via UPS Ground or Priority Mail and should arrive at their destination within 3 - 5 business days. Products that ship directly from the manufacturer usually ship in 24-48 hours Monday-Friday, unless otherwise noted on the product page and should arrive in 5-7 business days.  Orders may be received in separate shipments if they ship from different places.  We make every attempt to let our customers know if an item is out of stock and when it should become available.  In most cases you will receive an email with tracking information after your order has shipped.

Once an order has shipped, delays due to weather or other unexpected situations are not the responsibility of The Cabin Shop or their suppliers.

Note:  We are not responsible for items lost or stolen after tracking confirms delivery.   We recommend signature confirmation( additional fee - contact us ) for all delivery to multi-unit dwelling due to high incidence for mis-delivery or other residences where this is a concern and for high value shipments.

Standard Delivery charge: Continental US*

order total/shipping

 

0 to 9.99	$7.95
10 to 29.99	$11.95
30 to 64.99	$14.95
65 to 99.99	$17.95
100 to 119.99	$19.95
120 to 149.99	$23.95
150 to 199.99	$28.95
200 to 299.99	$34.95
300 to 499.99	$44.95
500 to 749.99	$64.95
750 to  999.99	$86.95
Over $1000	$99.95

*NOTE:  Standard Delivery Charge excludes select furniture, lighting, and items that require special packaging or items too large to ship standard UPS ground. Most additional charges will be calculated by your shopping cart. Any other charges will be confirmed via email before processing your order.

Limitations:  Shipping to Alaska, Hawaii or Canada and all destinations outside the continental US are subject to additional shipping charges.

 ADDITIONAL SHIPPING FEES 

Fees will be charged for each order under the following specified conditions:

UPS large-size charges - and Over-sized. (UPS charges additionally handling fee of $114 on packages with a length longer than 96" or total dimensions greater 139"(2xW+2xH+2xL))

SPECIAL PACKING Charges - All Art Prints and canvases are subject to an additional $30 packing handling fee.  Other items such as furniture, dishes may be subject to additional handling as well. 

RUG PACK / SHIPPING FEE - rugs ship polybagged incur a unboxed fee of $14.25 - Rugs may also be subject to the Over-size fee longer than 96"  that incur  a $114 fee.

**Note:  Additional SHIPPING FEES are not eligible for FREE SHIPPING promotions. 

All prices are US.

FURNITURE DELIVERY
Furniture is delivered by a freight carrier. The carrier will schedule a delivery time and provide curbside delivery. The customer is responsible for moving the furniture into the house and setting it up. Assembly instructions are provided.  If no one is at home when delivery is attempted, you will incur a minimum re-delivery charge of $75.00 per order. Please make sure someone is at the delivery destination to receive the order.

For an additional charge white glove service can be requested

REFUSED OR UNDELIVERABLE FURNITURE
The customer is responsible for all freight charges and restocking fees if they refuse delivery of furniture items. Both the freight charges and the restocking fee will be subtracted from the customers refund when a customer refuses delivery or cancels their furniture order while their merchandise is in transit. We do not ship furniture to Canada or Alaska.

UNACCESSIBLE DESTINATIONS
If your home is not accessible by delivery truck we may have to transport your merchandise to the nearest accessible point and it will be your responsibility to provide pick-up and transportation to your home.

In some cases, remote delivery charges may apply. We will notify you prior to shipping if this should apply or call us if you are concerned.

DAMAGED FURNITURE
The customer should inspect the merchandise for damages prior to signing the bill of lading for merchandise shipped via a freight carrier. Once the bill of lading is signed the customer owns the merchandise and is responsible for any damages.

Price Match

Price Match Guarantee:

If at the time of purchase or within 30 days after placing your order you find an identical item priced lower at a different online store, The Cabin Shop will gladly match that price (inclusive of all shipping and handling)

To qualify, the item(s) must meet the following criteria:
1) The item(s) must be offered by a reputable* US company.
2) The item(s) must be identical to be price matched.
3) The Cabin Shop must be able to verify the competitor's price, shipping and handling fees.
4)The competitor must stock the item or it be must availiable for immediate shipping.

Exclusions and Limitations:
1) We will not match Internet auctions or manufacturer/wholesale prices.
2) We will not match clearance, close-out or overstocked items.
3) Discounts and promotions from The Cabin Shop can not be used on price matched orders except where expressly stated.
4) The Cabin Shop offers price matching on Furniture items priced over $500.00 at its descretion.
5) The Price Match Guarantee cannot be applied to previous orders, it only applies to new orders, open quotes and orders less than 30days old.

6)Price Match is exempt if the product's price may be subject to MAP, Colgate, or any manufacturer unilateral pricing and advertising policy setforth under FTC law. 

7) The Cabin Shop may elect, at its descretion, not to match items that are bulky, over-sized or offered by chain stores/ Amazon and other superstores where shipping fees exceed 10% of the purchase price. 

8)  We no longer match price on select manfactures including Kimlor Mills due to increased customer service, handling , shipping and warehousing costs associated with these products.

Simply e-mail the complete competitor’s Web Site address, along with your name, phone number, order number, and the details of the price difference to us at sales@thecabinshop.com and we will match the price. ( alternatively, you may complete the instant price match form on the product pages. All instant matches are subject to these terms.)

* For the purpose of retailer reputation, the competitor must participate in the BBB online reliability program and have a "A" rating with a 3 year or more history.

Additionally, the competitor website must honestly and fully disclose all true owner and business entity information and be verifiable as a genuine licensed retailer by the product manufacturer or vendor.  All other competitor matches - are accepted at the descretion of The Cabin Shop.

Return Policy

If you wish to return an item, you must first call or email us for a "Return Authorization Number" and the correct return address. Merchandise returned without a return authorization number will be refused and no credit given. Return items must be received within 30 days in unused condition and with original packaging including all tags and labels. Health regulations do not permit us to accept opened packages of sheets or bedding, items that have been used or items that have been washed  or dry cleaned. Lighting that has been installed cannot be returned. Bedding and other linens must be free of pet odors and perfumes and hair or other debri.  Bedding items that show evidence of being opened and refolded may be refused.  Items not accepted for return can be returned to the customer at their expense. 

Please be sure to insure the merchandise as any damage that may occur in shipping is the responsibility of the buyer until received by The Cabin Shop. All returns are subject to a 3% processing fee. Shipping and Handling fees are non refundable. ( If you received a shipping promotion and the merchandise is returned, our actual shipping cost will be deducted from the refund )  Upon receiving and inspecting the merchandise, we will refund the credit card that was used in the original transaction. 

25% RESTOCKING FEES: Furniture, Light Fixtures, Rugs,  Mirrors, Stained Glass Windows, Select Bedding, Made to Order Items will be charged a 25% restocking fee . Bulk items, greater than 4 identical items( 2 for items over $50 ) incur a restocking fee (switch plates and hardware Identical qtys greater than 8. ) All bulk purchases greater than 10 indentical items are non-returnable or returnable at the discretion of The Cabin Shop.

NON RETURNABLE ITEMS :  Custom Made Items, Made-to-Order Items greater than $250 per order (except at the descretion of The Cabin Shop or Manufacturer), Bulk Sales, Clearance and Holiday Merchandise, opened sheets and bedding and Lighting that has been installed can not be returned. Gift certificates and store credit cannot be refunded.

OTHER: Made-to-order items are limited to a maximum return of $250 per customer-order(except at the descretion of The Cabin Shop or Manufacturer).

LIGHTING: Lighting may not be returned after it has been installed.  Electrical problems with the lighting is not warranteed  unless the item has been installed by a certified licensed electrician.  ( general contractors and handymen are not electricians and often install fixtures incorrectly)  

Limitations:  Shipping and handling fees are not refundable on returns and will be deducted from your refund except on defective items.  Any items that qaulified for the shipping promotion will have their actual shipping fees deducted from the refund.  Please note: we do not warrant color inaccuracies as a defect.  We cannot control all the possible interpretations of display monitors.  Any two monitors will show differently.  We make our best effort to accurately describe the colors in the description.  If very precise color is a consideration in your purchase, you should request a sample swatch or call us for details.  We also reserve the right to not refund items that no longer include all their original packaging.  

  Damaged Items:

Damaged merchandise will be replaced at no cost to the buyer as long as we are notified within 1 business days after the merchandise has been received. If your order is delivered by truck, it needs to be inspected at the time of delivery and any damage must be reported to the driver and to The Cabin Shop.  Please see below for claim requirements.  Damaged items only qualify for replacements and can only be refunded at the discretion of The Cabin Shop. 

 Cancellation Policy:

 

Orders may be cancelled within 24 hours of placing your order providing they have not shipped.  Once the order is shipped or placed with a dropshipper, the order cannot be cancelled and it is the responsibility of the customer to return the merchandise for a refund.   Made to Order and Custom Made items can not be cancelled once the order is placed.

  All cancellations are subject to a 3% processing fee.

Claims for damages and missing items

To qualify for replacement or refund of damage or missing items from a shipment, all packaging received must be retained. Additionally, photos and documentation are required to assist with claims with the carrier and manufacturer. All claims must be submitted within 1 business day of receipt of package. 

The Cabin Shop is not responsible for delayed packages in transit due to weather and other acts beyond the carriers'  control.  We cannot execute a refund or replacement until the carrier has acknowledged a loss of package as the packaged may still arrive.  We do not warrant delivery dates once shipped with published carrier delivery schedules with carriers unless specifically detailed in an expedited written or verbal agreement made prior to shipping.

Payment, Pricing & Promotion

Viewing Orders

Updating Account Information

Other:

  

The Cabin Shop does not  warrant pricing for misprints or errors.  All orders acceptance is sole descretion of The Cabin Shop.  All terms are subject to change without notice.