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SHIPPING POLICIES & PROCEDURES
revised June 2013

STANDARD SHIPPING

Carvin.com uses UPS Ground and Priority Mail (except where noted) for all deliveries. Carvin will decide how to best ship your order upon packaging. Packages shipped via UPS can be tracked online using your order confirmation number. The rule of thumb is that small orders will be delivered via USPS Priority, and larger items (guitars, amps, speakers, etc) will be delivered via UPS. Some items, such as complete PA systems or half and full-stack amplifiers, will be shipped in multiple boxes.

Shipping rates can vary depending on your location, product size and service method for delivery. These shipping rates can change and we will notify you same or next business day if the shipping rate will be different from what it shows online. Carvin does the best job to give competitive shipping rates and occasionally we get hit with surcharges or extra fees.

EXPEDITED SHIPPING

Expedited shipping is also available. You can select 3-day and 2-day shipping in the shopping cart. UPS considers these delivey options based on business days, therefore (for example), and item ordered on Wednesday with 3-day delivery would not arrive until the following Monday.

If you need overnight shipping, or overnight shipping with Saturday delivery, please call the Carvin staff at 800.854.2235 to make arrangements.

Please note that Carvin cannot guarantee overnight delivery of products, because of variables such as time of day the order is placed, available stock on hand, and other factors.

Shipping rates can vary depending on your location, product size and service method for delivery. These shipping rates can change and we will notify you same or next business day if the shipping rate will be different from what it shows online. Carvin does the best job to give competitive shipping rates and occasionally we get hit with surcharges or extra fees.

ALASKA, HAWAII & CANADA SHIPPING

Shipping charges to Alaska, Hawaii & Canada are similar to expedited shipping. The shopping cart on Carvin.com will correctly calculate your shipping total to these areas or you can contact our sales staff for a shipping quote.

Shipping to Alaska & Hawaii is 3X the standard shipping charge, and shipping to Canada is 4X the standard shipping charge.

Shipping rates can vary depending on your location, product size and service method for delivery. These shipping rates can change and we will notify you same or next business day if the shipping rate will be different from what it shows online. Carvin does the best job to give competitive shipping rates and occasionally we get hit with surcharges or extra fees.

APO/FPO SHIPPING

At this time, Carvin does not ship to APO/FPO addresses. This is due to high damage rates and loss experienced in the past. Additionally, it is bad for electronic gear and guitars to sit in non-climate controlled warehouses/depots often used in the APO/FPO pipeline. If you use an APO/FPO address, it's recommended that you ship your order to a friend/relative in the US, and have them make arrangements to ship to you via a major carrier such as UPS or FedEx.

GUITAR & BASS SHIPPING

All Custom Shop guitars and basses ship UPS ground to the continental US at a flat rate of $29.00. Carvin kits ship at a flat rate of $22.00. Alaska, Hawaii & Canada shipping is the same formula as noted above.

GUITARS-IN-STOCK SHIPPING

Guitars-in-Stock ship at the same rate as Custom Shop instruments ($29.00/ground). Expedited shipping is also available on all Guitars-in-Stock. Generally, Guitars-in-Stock ship 3 - 5 business days after the order is placed. This is so that Carvin's Custom Shop staff can give your new guitar or bass a thorough inspection, cleaning and final setup.

SMALL PARTS ORDERS

Small orders are generally shipped via USPS Priority Mail.

Small parts orders cannot be combined with larger orders for shipping purposes. That is, Carvin will not place small items in the case with a guitar or in the box with an amplifier. This is to further protect your items in transit. So, for example, if you order a guitar and a strap and some strings, the strap and strings will be shipped in separate packaging from the guitar, and you would pay the standard shipping amount for the guitar, and the standard small parts shipping total.

WARRANTY SHIPPING

Customers who are in need of warranty repair service by Carvin should note the following policies and procedures:

1. For gear requiring warranty service within 30 days of the original invoice date, Carvin will issue a call tag for UPS to pick up the equipment at Carvin's expense. Carvin will also pay the return shipping to the customer.

2. For equipment requiring warranty service work beyond 30 days of the original invoice date of the item, the customer is responsible for shipping of the item to the Carvin factory in San Diego, California. Shipping insurance is strongly recommended, as Carvin will not be held responsible for damages incurred in transit. If the item is being returned for warranty service less than one year from the original invoice date, Carvin will pay for return shipping to the customer.

3. For all equipment requiring warranty service or other work beyond one year from the original invoice date, the customer is responsible for all shipping charges both to and from the factory.

4. All gear returned to Carvin for service must include an RMA form.

Note that replacement units will only be sent out once the damaged/defective unit has been picked up from the customer. Verification in the form of a UPS tracking number will be sufficient. As soon as we can verify that the unit has been shipped back, we'll get the replacement gear shipped out.

Visit CarvinService.com for detailed information about warranty, repair and service, and to download the RMA form.

CUSTOM SHOP RUSH BUILD OPTION

You can now have your Carvin Custom Shop guitar or bass "rushed" through the build process. This doesn't mean that the quality of the build is rushed, just that your order is guaranteed to ship within 30 days. The charge for the RUSH option is $100. If you select the RUSH option, we guarantee your new guitar or bass will be shipped within one month of the first business day after your order is placed. That is, if you order on Tuesday, the clock starts ticking on Wednesday. If you order on Friday, the clock starts on Monday. Holidays are excluded - if you order the day before a holiday, the clock starts on the first business day after that holiday.

If you decide to return your guitar or bass under our 10-Day No Risk Trial, the $100 is NOT REFUNDABLE. If we fail to meet the deadline, we will refund your $100. Note that the deadline is from the first day ordered to the day your new instrument is shipped (not to the day you receive it).

Combine the RUSH option with our expedited shipping, and you can be playing your new Carvin in as little as 4 - 6 weeks! To have your build "rushed", call our toll-free number at (800) 854-2235.

START YOUR CUSTOM SHOP BUILD WITH 20% DOWN

You can get your Carvin Custom Shop guitar or bass build started by paying a deposit of 20% of the total price (excluding shipping). When you pay a deposit, we'll begin your build immediately, and when your build is complete, we'll automatically bill you the balance using the same billing method as you used for the deposit. The Guitar Builder has an option at the end to select this method of payment. Note that if you're paying by check, we will not start your build until your deposit check has cleared. If you wish to change your billing method for the remaining balance, please call 800-854-2235 to make arrangements (be sure to have your order number handy).

There is a 20% restocking/cancellation fee on all online Custom Shop builds that are cancelled prior to receipt of the instrument. Therefore, if you pay a deposit, and subsequently cancel your order, you will not be refunded the 20% deposit. By selecting the 20% Deposit option in the Guitar Builder, you acknowledge these terms.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Items that are In-Stock are generally shipped the same day they are received (Monday-Friday), if the order is received before noon Pacific Time. For orders placed late in the afternoon or on the weekends, shipping will occur on the next business day. Therefore, an order placed Friday night will not ship until Monday. An order placed Wednesday morning will ship Wednesday afternoon.

Guitars-in-Stock and Cobalt guitars take a few days to process and ship, as they are given a final inspection prior to being shipped.

How long it will take to receive your order depends on where you live, and what you ordered. A guitar shipped UPS Ground generally takes about 5 - 6 days to reach the East Coast. A small parts order will be received between 2 - 4 days via USPS Priority mail. However, once your package has left Carvin, we cannot control factors such as weather that may delay your receipt.

UPS Transit Time from Carvin


OUT OF STOCK ITEMS

On rare occasions, an item may be out of stock. If an item is out of stock, you will see a graphic on the product page indicating the expected in-stock date. You can still order, even if an item is out of stock, and it will ship as soon as it's available. You will also receive an automated email message if you order an item that is out of stock. If you order an item that's out of stock, and change your mind, you can cancel your order with no penalty.

10-DAY TRIAL

The only way to appreciate the performance of a Carvin product is to use it in your own environment, giving it the test of "real world" performance. Take 10 days to try out Carvin products.  Your trial period starts when the merchandise is received by you, not when it's shipped. Really give it a workout. If you're not satisfied for any reason, send it back for a prompt refund or exchange - you would only be responsible for the shipping.

PAYMENT

Purchase orders accepted from schools & government agencies. Personal Checks: Allow 2 weeks for your check to clear. Satisfaction guaranteed or your money back after trying for 10 days.

CANADA SALES - TAX AND DUTY

Carvin ships to Canada! Please note that Canadian customers are responsible for any import taxes or duty - the shipping charges you pay on Carvin.com just cover the shipping itself. UPS will contact you before delivery to tell you the import tax and duty amount due.

INTERNATIONAL SALES

Orders outside the USA must be taken from your local dealer - see carvinworld.com.

CALIFORNIA SALES TAX

Orders shipping to California will have sales tax of 7.5% added* to the total.

*For California orders which will be shipped to San Diego County or North San Diego County, the sales tax of 7.5% will have an additional 0.50% added to it once the order is received and processed, to make the total sales tax 8.0%.

GUITAR & BASS ORDERS

Allow up to 1 week for delivery of instruments purchased from Guitars-in-Stock and Cobalt models. Carvin Custom Shop guitars and basses can take anywhere from 6-12 weeks for delivery, depending on the model, options and time of year. You will receive a post card when your order is processed with an estimated completion date.

There is a $50 fee for any changes to Custom Shop orders, and change requests requiring a complete rebuild will not be honored. There is a 20% restocking fee (including options) for Custom Shop orders cancelled prior to customer's receipt of instrument.

NEW MERCHANDISE RETURN

In the event you return a new item to Carvin for exchange or refund, whether it's due to shipping damage, DOA, or you simply decided you didn't want it, the gear must be received by Carvin within 30 days of the date return arrangements were made with Carvin Customer Service. Items that are not returned within 30 days may be charged in full to your credit card. To arrange to return an item, contact Carvin Custom Service at (800) 854-2235.

CARVIN WARRANTY

CARVIN products are warranted against defective materials and workmanship for 1 YEAR. DCML & HD Series Power Amps, Active & Passive Loudspeakers have a 3 YEAR warranty; Guitars, Basses & Cobalt Series Guitars have a 5 YEAR warranty. Tubes shipped with amps, Wireless Systems & Speaker Components (purchased as individual parts) are warranted for 90 DAYS.

The Limited Warranty will be void (not covered) under the following conditions: a) any modified product, b) speakers with burnt, damaged or open voice coils, c) moisture, d) salt/smoke/contaminants, e) natural disasters, f) accidents, g) abuse, h) lack of reasonable care, or i) damaged caused to speakers or horn drivers caused by this unit. This warranty is in lieu of all other warranties expressed or implied. No representative or person is authorized to represent or assume for CARVIN any liability in connection with the sale of servicing of CARVIN products. CARVIN shall not be liable for incidental or consequential damages.

For USA warranties, CARVIN will provide its own service and parts at no charge providing the Customer includes "proof of purchase" (receipt or invoice) and the unit is shipped in the original carton. If covered under warranty: 1 to 90 days, Carvin pays ground shipping both ways. 91 days to 365 days, customer pays shipping to Carvin, Carvin pays return ground shipping. Over one year, customer pays shipping both ways.

For USA service, go on line to carvinservice.com and complete the "RMA Repair Form". Ship item including RMA Form and allow up two 2 weeks for CARVIN to receive. You will be contacted by email. If not covered under warranty, a "Flat" service fee is available, or if we are no longer servicing the unit, you may be eligible for a new, similar unit for a fee.

Note that the Carvin warranty is not transferrable, so is only applicable to the original owner of the gear in question.

If you ever feel you have a Carvin product that might need to be returned or repaired, please send an email to returnsrepairs@carvin.com.

REFUND PROCESSING

Carvin strives to process refunds as quickly as possible. Refunds are not processed until the gear being returned is received and tested at the factory. Please keep in mind that all credit card issuers and banking institutions have their own guidelines for processing credit card refunds, and legally, have up to 30 days to post the refund to your account. Carvin's Accounting Department will process your refund as soon as the Returns & Repairs Department indicates the gear has been returned in proper working order and condition (usually within 48 hours of receipt).

All refunds for products purchased with a personal check or cashier's check/money order will be issued a corporate check by Carvin within 10 days of receipt of the gear.

SALES, SPECIAL OFFERS & INSTANT REBATES

Carvin continually adds and removes sales items, special offers and other promotions. Unless explicitly stated, these promotions are not retroactive to orders that have been already placed.

WEBSITE/CATALOG ERRORS OR OMMISSIONS

Carvin reserves the right to change product specifications, options, standard features and pricing at any time. While we will make every effort to update the catalog and website accordingly, errors may occur. Carvin is not responsible for reasonable errors that may have been overlooked.


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