Frequently Asked Questions
|I have a few questions about an item on your store. What is the quickest method for getting these questions answered?
The fastest method is to send us an email at Office@CabinandLodge.com . This will allow us to quickly research your question and reply via email. With over 1,600 products on our site it is frequently difficult for our customer service representatives to answer questions that are beyond the scope of the product descriptions as they are listed on the item pages. We normally have to contact the manufacturer to get additional information. We will reply very quickly to any question. Or, you can call our toll free number at 1-877-572-1970.
What is your return policy?
We have a full customer information section on our return policy and procedures page. Look at the top of any page and click on the "Returns" button for all information.
What do you do with my email address? I don't want to receive junk mail.
We do not sell or give your email address to anyone. The only time we might use your email is to correspond with you about your order or to send you a short notice about some special deals we are currently offering.
How do I know that my credit card number will be safe and secure with your company?
We are affiliated with Yahoo Shopping and we utilize their state-of-the-art security systems to insure that your transaction is completely secure from any prying eyes. Also, all credit card numbers are automatically deleted from the system every 30 days to insure further security. Any access to that information is guarded by over four levels of password protected security. If you are still concerned about this feel free to send us a check or money order for your purchase.
When do you charge my credit card?
On individual item orders we will not charge your card until we are notified by our supplier that your order has been shipped to you. If you place an order for multiple items and a very expensive item ships first we will in some cases go ahead and charge your card at that time. If this is not satisfactory with you please let us know and we can issue an individual charge as each item ships.
How much will I be charged for shipping?
We offer free ground shipping on all 1,700 of our products which will save you hundreds of dollars on the purchase of many of our larger products. Express shipping costs are: $27.50 for 3 Day UPS Express or $48.50 for 2nd Day Air Express. Please note on all individual item pages that certain products such as lighting and furniture are not available for express shipping.See our "Shipping" department for further details about shipping.
How can I check the status of my order?
Before contacting us please look on the individual item page for the product you ordered. In most cases we post the estimated time it takes for that particular item to leave our supplier's warehouse. For example, it may say "Usually ships in 5-7 days." This means that from the day that our supplier recieves your order they usually are able to ship it out to you within 5-7 business days. You must then add from 3-7 business days for UPS or FEDEX ground delivery. If you have not received your order in what you consider to be a reasonable period of time please send us an email at Office@CabinandLodge.com with your name and/or order number (the last four digits of the long number that came with your confirmation email) and we will get right back to you with an answer. If you can not find your order number simply send us your name and address.
How much will I be charged for taxes?
We are located in Charlotte, North Carolina and if you live outside of the state of North Carolina you will pay no sales taxes. If you live within North Carolina you will be charged 7.5% sales tax.
How was my order shipped and can I get the tracking number?
Remember that we are a non-stocking retailer. This means that your order with us is passed along to one of our 60 manufacturers and they ship directly to our customers. In MOST cases as soon as an item is shipped they will email us with a FedEx or UPS tracking number. We will immediately send this via email to you with a link to the appropriate web site so that you can check your shipping status and location. If you have not received a tracking number from us it simply means that we have not been sent one by our supplier. Frequently, some of our suppliers will ship an item and it will be delivered to our customers before we know it has been shipped. Please email us at Office@CabinandLodge.com and we will be happy to contact the supplier and determine the status of your product.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, personal checks, or money orders. Although ordering online at Cabin and Lodge.com and Yahoo Store is completely secure, some people still prefer to order by phone or mail.
TELEPHONE ORDERS: If you'd like to place your order by Phone, please call 1-877-572-1970, and someone will be happy to help you Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern time. If our lines are busy simply leave your name and number and we'll return the call as soon as possible.
MAIL-IN ORDERS: Feel free to send us your order via mail with your personal check or money order. We will deposit your check and insure that it clears properly before processing your order. This usually takes 24-48 hours. Please include an email address with your order so that we can easily communicate with you. If you do not have one, a telephone number will suffice. YOUR EMAIL ADDRESS WILL NOT BE GIVEN OR SOLD TO ANY OTHER PERSON OR BUSINESS...YOU HAVE OUR PROMISE ON THIS.
Do you have a printed catalog that you can send me?
In an effort to keep our costs low so that we can offer you the best bargains on the internet plus free shipping we have elected not to produce a printed catalog. All of our items are on our web site and are updated weekly. It is simple to print a page from our site or email a page to a friend. If you have any problems with this please let us know and we'll be happy to assist you.
How can I tell if an item is out of stock?
Each time we are notified by a supplier that an item is temporarily out of stock we will post that message on the item page for that product. Since we deal with over 60 suppliers and 1,400 products it is inevitable that some products will sell out without our suppliers notifying us in advance. If you order a product that we later determine to be out of stock we will do the following: (1) We will notify you immediately and tell you a revised projected shipping date. (2) You will be given the option to cancel your order or keep it active. (3) Nothing will be charged to your credit card until the item actually ships from the supplier to you.