FAQ'S

 

 

GENERAL FAQ'S

 

  • HOW CAN I CONTACT CUSTOMER SERVICE?

    YOU CAN CONTACT CUSTOMER SERVICE AT HELLO@CALROWEHOME.COM

     

     

    • IF I SENT AN EMAIL, WHEN SHOULD I EXPECT A RESPONSE FROM CUSTOMER SERVICE?

      IT IS OUR GOAL TO ANSWER ALL EMAILS WITHIN 24-48 HOURS.

       

       

      • WHERE CAN I FIND MORE INFORMATION ON SHIPPING?

      TO FIND MORE INFORMATION ON SHIPPING CLICK HERE.

       

       

      • DO YOU ACCEPT RETURNS?

        **ALL SALES ARE FINAL** WE DO NOT ACCEPT RETURNS, EXCHANGES OR REFUNDS.

        IN THE EVENT THAT YOU YOUR ITEM(S) (IS/ARE) SEVERELY DAMAGED OR LOST DURING TRANSIT, WE WILL SEND YOU A REPLACEMENT FREE OF CHARGE. IF SAID ITEM(S) (IS/ARE) NO LONGER IN STOCK WE WILL ISSUE YOU A FULL / PARTIAL REFUND (DEPENDING ON REPLACEMENT ORDER AVAILABILITY). WITHIN 3-5 BUSINESS DAYS ONCE APPROVED AT OUR DISCRETION. WE MUST BE NOTIFIED OF ANY DAMAGES OR ISSUES WITH YOUR PRODUCT WITHIN 72 HOURS OF RECEIVING IT (VIA EMAIL).
        PLEASE BE SURE TO INCLUDE YOUR ORDER NUMBER, ALONG WITH YOUR ORIGINAL PACKAGING MATERIALS AND DETAILED PHOTOS IN ORDER FOR US TO ISSUE YOU A REPLACEMENT. 

         

         

        • CAN I CHANGE MY ORDER ONCE IT'S BEEN PLACED?

        IF YOU FORGOT TO ADD SOMETHING TO YOUR ORDER, YOU CAN EMAIL OUR CUSTOMER SERVICE TEAM AT HELLO@CALROWEHOME.COM AND WE WILL TRY OUR BEST TO UPDATE YOUR ORDER AS LONG AS IT HAS NOT BEEN PROCESSED OR SHIPPED YET. 

        WE ADVISE TO DO THIS WITHIN A REASONABLE TIMEFRAME AS MOST ORDERS ARE PROCESSED WITHIN 1-5 BUSINESS DAYS.

         

        • DO I HAVE TO CREATE AN ACCOUNT TO PLACE AN ORDER?

        NO, BUT BY CREATING AN ACCOUNT YOU WILL HAVE FULL ACCESS TO YOUR ORDER DETAILS AND SHIPPING INFORMATION. YOU WILL ALSO BE NOTIFIED OF ANY PROMOTIONS, DISCOUNTS OR UPDATES VIA EMAIL.

         

        • DO YOU HAVE A WARRANTY?

        YES, WE OFFER A 1 YEAR MANUFACTURER WARRANTY.

        HERE AT CAL ROWE HOME WE STAND BEHIND THE QUALITY OF ALL OUR PRODUCTS.

        HOWEVER, THIS DOES NOT MEAN THAT ISSUES CANNOT ARISE DURING PRODUCTION, THAT MAY AFFECT THE OVERALL LONGEVITY OF YOUR PRODUCT(S). IN THIS CASE WE CAN REPLACE ANY DEFECTIVE ITEMS OR PRODUCT FAILURES WITHIN 1 YEAR AFTER YOUR ORIGINAL PURCHASE DATE FREE OF CHARGE.

        AS LONG AS ALL NECESSARY STEPS AND PROCEDURES ARE FOLLOWED AS STATED ON OUR USE & CARE PAGE. THERE SHOULD BE NO ISSUE PROVIDING YOU A REPLACEMENT FOR YOUR DEFECTIVE ITEM(S). IN THE EVENT THAT A PRODUCT IS EITHER SOLD OUT OR DISCONTINUED, WE CAN OFFER YOU A CREDIT AMOUNT OF YOUR ORIGINAL PURCHASE PRICE THAT CAN BE USED TOWARDS YOUR NEXT PURCHASE WITH US.

        WHEN SUBMITTING A WARRANTY CLAIM, PLEASE EMAIL OUR CUSTOMER SERVICE TEAM AT HELLO@CALROWEHOME.COM. PLEASE BE SURE TO INCLUDE AS MUCH DETAILS AND PHOTOS OF THE ISSUE AT HAND AS POSSIBLE, IN ORDER TO BEST PROVIDE YOU WITH A SUITABLE AND QUICK RESPONSE. (AT OUR FINAL DISCRETION) PLEASE ALLOW US 1-2 WEEKS TO PROCEED WITH YOUR CLAIM AS WE NEED TO CONTACT OUR FACTORY TO PROCESS YOUR PRODUCT CLAIM.

         

         

        • WHERE ARE YOUR PRODUCTS MADE?

        MOST OF OUR PRODUCTS ARE HANDMADE OVERSEAS IN VIETNAM.

         

        • WHAT ARE YOUR PRODUCTS MADE OF?

        OUR PRODUCTS ARE MADE OF AN ASSORTMENT OF DIFFERENT MATERIALS DEPENDING ON THE COLLECTION. THESE MATERIALS CONSTIST OF BUT ARE NOT LIMITED TO

        • FIBERSTONE ( FIBERGLASS AND 58% FINELY GROUND STONE)
        • FICONSTONE (FIBERGLASS, CEMENT, SAND AND FINELY GROUND STONE)
        • SANDSTONE ( POLY RESIN, STONE POWDER, AND COLOR PIGMENT)
        • FIBERCLAY ( CEMENT CONCRETE AND GLASS FIBERS )
        • BAMBOO
        • SEAGRASS
        • CONCRETE

         

         

        • ARE YOUR PRODUCTS FOR INDOOR USE ONLY?

        ALL OF OUR PRODUCTS ARE BOTH UV AND FROST RESISTANT
        THEY ARE SUITABLE FOR EITHER INDOOR OR OUTDOOR USE.
        UNLESS STATED OTHERWISE IN THEIR CORRESPONDING PRODUCT DESCRIPTION.

        EXCLUDING THE PLATINUM COLLECTION WHICH IS SOLELY FOR INDOOR USE AND SHOULD NOT BE EXPOSED TO DIRECT SUNLIGHT.

        THE BLACK COLORWAY IN THE NATURAL COLLECTION CAN BE USED OUTDOORS. ALTHOUGH PLEASE ADVISE THAT AS THIS IS A NATURAL BLACK FINISH, THIS COLOR IS NOT UV RESISTANT AND WILL FADE OVERTIME WHEN EXPOSED TO DIRECT SUNLIGHT. THIS CAN BE EASILY FIXED HOWEVER, BY TOUCHING UP YOUR PRODUCT WITH THE INCLUDED CAN OF WAX THAT WE PROVIDE WITH YOUR ORDER OR YOU CAN PURCHASE OUR MAINTAINANCE OIL SHOULD YOU RUN OUT.

        YOU CAN FIND MORE INFORMATION REGARDING THIS ON OUR USE & CARE PAGE.

         

         

        • CAN YOUR PRODUCTS BE PAINTED OR CUSTOMIZED?

        WHILE NOT RECOMMENED, YOU CAN PAINT OR CUSTOMIZE OUR PRODUCTS HOWEVER YOU WISH TO ONCE PURCHASED FROM US. **PLEASE NOTE** THAT IF YOU CHOOSE TO DO THIS YOU ARE AGREEING TO VOID YOUR WARRANTY MEANING THAT YOU WILL NO LONGER BE COVERED BY OUR 1 YEAR MANUFACTURER WARRANTY SHOULD ANY ISSUES ARISE WITH YOUR PRODUCT(S).

         

         

        • HOW FREQUENTLY DO YOU RESTOCK YOUR PRODUCTS?

        OUR PRIMARY GOAL IS TO RESTOCK EVERY WEEK.

        HOWEVER, AS OUR PRODUCTS ARE ALL HANDMADE AND NEED TO TRAVEL VIA OCEAN FREIGHT TO OUR WAREHOUSE, WE MAY NOT BE ABLE TO RESTOCK ALL ITEMS AT THE SAME TIME. EITHER DUE TO POPULARITY OR CURRENT PRODUCTION TIMES. WE SUGGEST SUBSCRIBING TO OUR EMAIL LIST SO YOU CAN BE NOTIFIED OF NEW ADDITIONS AND RESTOCKED ITEMS.

         

         

        • DO YOU SHIP INTERNATIONALLY?

        AT THIS TIME WE ONLY SHIP TO THE U.S. & CANADA

         

         

        • DO YOU ACCEPT MOST FORMS OF PAYMENT?

        WE ACCEPT ALL MAJOR CREDIT CARDS INCLUDING BUT NOT LIMITED TO

        • VISA
        • MASTERCARD
        • AMERICAN EXPRESS
        • DISCOVER
        • JCB
        • DINERS CLUB

         

        AM I ALLOWED TO RE USE IMAGES FROM YOUR WEBSITE?

        CAL ROWE LLC & POTTERY POTS NETHERLANDS B.V. DO NOT AUTHORIZE THE USE, RE USE, OR REDISTRIBUTION OF ANY PRODUCT OR LIFESTYLE IMAGES ON OUR WEBSITE FOR ANY PERSONAL USE OTHER THAN TO SERVE AS A VISUAL REPRESENTATION OF OUR PRODUCTS. BY ACCESSING OUR WEBSITE, YOU ARE AGREEING TO THIS POLICY.

         

        IF YOU HAVE ANY ADDITIONAL QUESTIONS OR CONCERNS

        PLEASE FEEL FREE TO CONTACT US AT HELLO@CALROWEHOME.COM