If you are totally unhappy with the piece ordered, Carolina Moon will be glad to provide a refund for those items. The customer is responsible for the shipping charges back to us. 

For large shipments, if there are any damages we will be happy to return the product as long as the BOL was not signed at the time of delivery. You must check for damages at the time of delivery. DO NOT SIGN THE BOL IF THERE ARE ANY DAMAGES. If the BOL is signed and we are not notified of damages, Carolina Moon & Wild West are not responsible for damages and the product cannot be returned. 

Any defects in the product not due to shipping must be specified within 5 days of receipt. Any custom order is not subject for a refund. If for any reason there is a defect in manufacturing or craftsmanship, we will be glad to arrange for the product to be replaced or exchanged. A picture must be sent to Carolina Moon's e-mail with a description of your concern of the finished product.

Shipping:

All small shipments are sent through Fed Ex, UPS ground, or USPS.

All large furniture shipments are originally shipped through SUNBELT HOME DELIVERY or MANNA FREIGHT. Carolina Moon also provides in home delivery services upon request. Please see in home delivery options below. All rates presented through our online store are calculated with MANNA FREIGHT.

All customers must check their initial invoice for accurate ordering information. If changes have not been notified by phone within 48 hours of the original invoice, orders may not be returned after delivery.

Shipper must be notified of any damages during shipping at the time of delivery. After any acknowledgement is signed, we are not responsible for damages due to shipping.

Any defects in the product not due to shipping must be specified within 5 days of receipt. Any custom order is not subject for a refund. If for any reason there is a defect in manufacturing or craftsmanship, we will be glad to arrange for the product to be replaced or exchanged. A picture must be sent to Wild West's e-mail with a description of your concern of the finished product.

There is a 25% restocking fee for any cancellations of products in the manufacturing process.

Design Services:

Our design staff is on hand for your designing needs. If you are planning a big project for your home and are not sure where to start, we are here for you. Call us today to set up an appointment.

Appointments can be arranged for Carolina Moon to visit your home or business, providing you with the designing services that will exceed your expectations

How to order:

Customers may call our service line at 937.473.5360 for any orders not made from our online store.

All custom orders can be made by calling our service line, or contacting Wild West by e-mail from our contact page.

Our custom options are unlimited. If you do not see what you are looking for on our online store, do not hesitate to ask one of our sales representatives about other options available to you. We will be glad to send you leather samples, fabric, etc that will meet your needs. Our website only shows a portion of what Wild West can provide to you.

In Home Delivery Options:

Regular orders can take up to 10-12 weeks before shipment, depending on availability of product.

Custom orders can take up to 14 weeks, depending on the variety of design involved in the piece.

Each item varies in size and weight. To provide you with the best freight service possible, some pieces will require contact to the customer after order has been placed. Once the order has been processed, we will contact you with a shipping quote that best suits your area.

Carolina Moon provides a variety of different home delivery options just for you:

Threshold Plus: Service providers will place item just inside recipients preferred entrance. Two trained service providers on hand, precision scheduling to a 4-hour window, equipment to safely lower product from truck to ground, customized scheduling scripts, comprehensive physical inspection form provided for customer to fill out, convenient e-mail message sent to customer for set-up of delivery

White Glove: White glove provides position of product inside the home according to homeowner’s specifications, service providers will remove product from packaging material, connect to power source if needed, and remove all debris, so home is left as it was when entered. Two trained service providers on hand, precision scheduling to a 4-hour window, equipment to safely lower product from truck to ground, customized scheduling scripts, comprehensive physical inspection form provided for customer to fill out, convenient e-mail message sent to customer for set-up of delivery.

**Other: Customer contact for any other shipping options not specified.

There will be a service charge for any stair carry (off the main ground level of the home) of any product.

Once each piece of furniture is ready for delivery, a representative will contact you by phone or email to set up a delivery time.

On threshold plus and white glove deliveries (not on other deliveries) for:

Zone 1: Two to three business day deliveries

Zone 2: Three to four business day deliveries

Zone 3: Three to five business day deliveries

Zone 4: Four to six business day deliveries

Once a time is set-up for delivery, the customer must be available at the time set-up in order to stay away from any service charges for not being present on delivery. The customer available at delivery must be of 18 years of age.

Hours of coverage for shipments: 8:00 a.m. to 6:00 p.m. local time where services are being performed

Serviceable days: Monday-Friday, unless otherwise stated, there will be a service charge for weekend or holiday deliveries.

There is a 25% restocking fee for any cancelled orders

Carolina Moon is not responsible for any damaged items after bill of lading/delivery receipt is signed; customers are to check for any damages upon receipt.