EVERYTHING YOU NEED TO KNOW ABOUT ORDERING, SHIPPING & RETURNS
At Carstens, we take great pride in providing you the very best service and products, in every situation. If you have questions on the information below, please send us an email or call 1-800-782-1524 for immediate assistance.
HOW DO I PLACE AN ORDER?
Because we value one-on-one customer relationships, and to ensure your orders are correct, speaking with a customer service representative via telephone is the preferred method for ordering. From the United States or another country, please call customer service at 1-800-782-1524 between the hours of 7:30 am and 5:00 pm Central Standard Time, and we’ll be happy to process your request.
Mail orders can be sent to:
7310 West Wilson Avenue
Chicago, IL 60706
Fax an order to:
You can also place an order for many of our products directly online. Visit our products section to get started.
If ordering from Canada, please visit our Canadian website to find the dealer in your Province.
Many orders that are received via postal mail and fax are missing specific catalog numbers, size or color codes. Your personal sales representative will call you for clarification upon receipt, but please note that this may delay your order by ten (10) days or longer. When ordering by mail, please check that all information is complete. All prices are subject to change without notice and terms are net thirty (30) days for approved accounts. All customer orders are subject to acceptance by Carstens. All written confirmation of telephone orders must be clearly marked as such as we strive to minimize duplicate orders.
New Account Application Form (fillable pdf)
All sales are F.O.B. factory, unless otherwise stated in writing by Carstens. At our option, we may prepay freight and charge the buyer for the cost thereof. Carstens will comply with the buyer’s routing instructions if possible. However, method of delivery and routing will be at Carstens’ discretion. Notwithstanding any agreement to pay freight, delivery of articles purchased hereunder to a common carrier or licensed trucker shall constitute delivery to the buyer and all risk of loss or damage in transit shall be borne by the buyer.
Loss or damage in transit is at every buyer’s risk. This includes all shipments—regular and drop. Please thoroughly inspect all shipments for visible damage upon receipt of goods. Record all visible damage on delivery receipt. Report concealed damage (damage noticed once carton is opened) to delivering freight carrier within twenty-four (24) hours of receipt of shipment. Claims for shortages within cartons will not be considered unless Carstens is notified, in writing or by phone, within ten (10) days of receipt of shipment.
While we value complete satisfaction with every purchase and for every customer, we cannot accept returns of any products without prior express permission. All return shipments must be prepaid and clearly marked with the return authorization number issued by Carstens. All authorized returns are subject to a 20% restocking charge or a $10.00 minimum, whichever is higher. Return goods must be in unused, resalable condition and may not be older than thirty (30) days. Freight collect returns will not be accepted. Damaged items will be billed at full repair cost if original cartons are not used for return or if goods have been improperly packed. In addition, Carstens reserves the right to refuse such shipments. Return authorization becomes null and void after thirty (30) days from the date of issue. Goods will not be accepted after this period. Parts are not returnable for credit. Modified or custom-made goods are not returnable. All Carstens equipment is shipped fully assembled. Equipment returned to Carstens in knocked-down, disassembled or used condition cannot be credited under any circumstances.
All requests for refunds will be reviewed on a case-by-case basis.
To expedite the process for a return, exchange or refund, please start by completing this form.
To review Carstens’ warranty, click here.