Shipping Policy

At CARLISLE Shop, we are committed to providing professional-grade kitchen equipment to chefs and foodservice professionals worldwide. Our shipping and returns policies are designed to ensure you receive your commercial kitchen tools efficiently and with complete satisfaction.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

• Standard Shipping ($12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
• Free Shipping (orders over $50): Shipped via EMS with delivery in 15-25 business days after dispatch

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for secure transactions.

Returns & Exchanges Policy

We stand behind the quality of our professional kitchen equipment. If you need to return or exchange an item, please review our policy below.

Eligibility Requirements

To qualify for a return or exchange:

• Items must be unused and in original packaging
• Items must be in resalable condition
• Returns must be initiated within 15 days of receiving your order
• Proof of purchase is required

Non-Returnable Items

Due to hygiene and safety considerations in commercial food service environments, these items cannot be returned or exchanged:

• Adapter Plates and Grates (once installed)
• Bain Maries with any signs of use
• Bake and Roast Pans that show wear
• Food Pans (Amber or Black) that have been used

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] within 15 days of receiving your order. Include:

• Your order number
• The item(s) you wish to return/exchange
• Reason for return/exchange

Step 2: Receive Return Authorization

Our team will respond within 1-2 business days with:

• Return authorization number
• Shipping instructions
• Return address

Step 3: Ship Your Return

Package the item(s) securely in the original packaging with all accessories. Ship to the provided address using a trackable method. You are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once received, we will inspect the item(s) and process your request within 3-5 business days. We will notify you via email when your return is processed.

Refund Information

Refunds will be issued to the original payment method:

• Credit/Debit Cards: 5-10 business days after processing
• PayPal: 3-5 business days after processing

Original shipping fees are non-refundable. For exchanges, we will ship the replacement item once the return is received.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us immediately at [email protected] with photos of the issue. We will arrange for a replacement or refund at no additional cost to you.

International Returns

For customers outside the United States:

• You are responsible for any customs fees or duties associated with the return
• Return shipping costs are not covered unless the return is due to our error
• Mark the package as “Returned Goods” to avoid additional charges