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 11/24: We are under new management and ownership. We are also working on limited staff as we recently lost several key personel due to health issues, and lower profit margins.  However customer service and support is still available 7 days a week.  Some responses may take up to 24 hours -  or may have to wait till normal weekday business hours.  

We have also noted that customers are failing to reply to key email correspondence, which is severly effecting delivery of products.  This includes, product updates or changes, issues with shipping addresses or billing, delivery schedule, and shipping increases or freight quotes.  Our webmaster is following all Demarc email guidlines for non-spamming and proper authentication.    It is important for customers to whitelist our emails, and use their email address to contact us vs our contact form. ( If you do not receive an expected correspondence please check your spam )      We are also seeing more issues with products,  and more issues with shipping and the supply chain. as well as increased errors by our suppliers. We have been unable to increase pricing enough to offset losses we are seeing , and many of our suppliers are no longer backing their items.   We are attempting to eliminate a large armount of items from suppliers we are seeing issues with and where profitability is no longer feasible until conditions improve.  It will take time for us to apply all the changes.   

Please note:  We do not charge credit cards until items are verified in stock and ready to ship. There seems to be overwhelming confusion on this with backorders or soldout items, where customers believe they were charged, because they saw an authorization,   We do not ship or full-fill partial orders without expressed consent.  And we do not automatically fill backorders over 45 days without reconfirmation of the order.  

Update 9-3-23:  We recently saw another significant increase in shipping costs.  This has made it particular difficult to price items, adjusting for particular shipping costs while some locations seem to have experienced a much greater impact.   We have noted rural areas and mountain areas in specific have had drastic increases.  Areas in colorado, montana, whyoming are seeing the largest increases.Along with west coast states like CA.  Many larger items or unboxed items may now incur additional shipping charges whi.  For example, our 5x7 rugs will now see an unboxed surcharge.  Also bulky bedding, lighting, and other items will be effected.  We have continued to see large size and heavy weight surchages increased, while decreasing the volume and weight limits before incurring these charges.   We apologize for any inconvience. 

• 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.