Shipment and Return
Shipments and returns
Shipping Policies
Orders are generally dispatched within 2 business days after receipt of payment, subject to stock availability. Please allow an additional 3-5 business days for custom embroidery orders.
Expedited shipping is available to most locations. See shipping options upon purchase. Shipping charges depend on the weight and destination of the package. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them.
International orders will be subject to international shipping rates.
You will be provided with a tracking number and a link so you can track your package online.
Boxes are amply sized and your items are well protected.
Returning Merchandise
Please email us to receive a Return Authorization Number (RA#). We ask that you return your purchase in unused condition, with its original packaging intact. If you received the wrong item or if there is a factory defect, your full merchandise total will be refunded; all other returns are subject to a 15% restocking fee before refund.
- Items must be in new condition;
- Items must be returned with all original packaging and accessories;
- Print the Return Authorization Number (RA#) on the outside of the package;
- Pack the merchandise, including the original invoice or packing slip, in the original box. We suggest you make a copy of the invoice or packing slip for your records.
Shipping and handling charges for returning items are borne by the buyer. Items valued at over $75 must be returned with a trackable shipping service. If the order is valued at $100 or more, insure the shipment for the value of the merchandise and ship your return with a signature service. For items below $75, we suggest USPS delivery confirmation. Please note: merchandise returned more than 30 days after purchase will not be accepted.
When sending merchandise back to our warehouse, address your return to:
Charlene Products, Inc.
Returns Dept. RA #_______
905 Carlow Drive, Ste D
Bolingbrook, IL 60490
USA
Returns that do not meet these requirements will not be issued a refund, and shipping back to you will be at your expense.
Please allow up to 10 business days to process returns or exchanges. Thank you for your understanding.
Exchanges
Exchanges follow the same 30-day window and conditions as returns. Contact us for an authorization number before sending an item back. Shipping charges on exchanges are paid by the customer, except for wrong, defective or damaged items.
Custom and Embroidered Items
Custom embroidered, printed or decorated items may be returned or exchanged within 30 days for a $15 fee. They must be unused and unwashed. Items that have been worn or washed cannot be returned.
Damaged or Defective Merchandise
If you believe a product was shipped in error, turns out to be defective, or was damaged in transit, please contact us so we may resolve the problem. All returns must be made within 30 days of receipt.