CUSTOMER SERVICE HOURS
Tuesday – Friday: 11am - 6pm EST
Saturday: 12pm - 5pm EST
Customer Service for cale & cole is predominately email based. Please allow up to one (1) business day for your inquiry to be addressed. Customer Service associates are not available on national holidays, Mondays, & Sundays.
Orders placed before 1pm EST are typically shipped out the same business day. Any orders placed after 1pm EST will be shipped the following business day (this includes orders with expedited shipping). Each order is subject to product availability. Customer service will reach out via email in the event that any item(s) are unavailable. Once the package has shipped, you will receive a confirmation email.
Please note that we do not process or ship orders on weekends or holidays. Free shipping for orders over $100 applies to domestic ground shipping only.
DOMESTIC SHIPPING METHODS
We ship USPS insured and offer Priority or Express Mail within the US. International orders are shipped via USPS International Air. Delivery charges are calculated depending on the shipping method and package value. Please refer to your order form for exact shipping charges, as they are calculated once an item is added to your cart.
Orders cannot be modified after they have been submitted. If you wish to cancel your order please send an email as soon as possible to firstname.lastname@example.org. We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.
You will receive an email confirmation after your order has been submitted, and a second email once your order has shipped. If you do not see these confirmation emails in your inbox, try checking your spam or trash folder. All confirmation emails will be sent to the email address provided on the order. Note that email addresses cannot be modified once the order has been submitted.
cale & cole accepts the following payment methods: Visa, MasterCard, Discover, and American Express. We do not accept checks, cash, or money orders. Only one method of payment can be accepted per order.
Sign up for our newsletter to receive email updates, which may contain promotional codes for special discounts that can be applied to your order. Only one promotional code may be used at a time per order.
If you return an order that was placed at a discounted price, you will be refunded the amount paid. cale & cole will not re-issue a promotional code for a discounted order that has been returned. All promotional codes are valid during a certain time window, unless otherwise specified.
We do not offer price adjustments.
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email us as soon as possible at email@example.com to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.
We do not take responsibility for lost/missing packages that show successful delivery to the order address.
cale & cole accepts returns on domestic orders within 7 days of the purchase date. Merchandise may be returned for a refund to the original form of payment.
Returned merchandise must be unworn, with all tags attached. Upon receipt of returned goods, cale & cole reserves the right to deny refund if the merchandise does not meet policy requirements.
HOW TO ISSUE A RETURN
Return requests must be submitted within 7 days of the purchase date in order for the package to be accepted. To begin the return process, email firstname.lastname@example.org with subject line: “Return Authorization Request” and include the following information in the body:
Date Order Received
Name of Item
Reason For Return
Once we receive your email and approve your request, we will issue instructions on returning your merchandise. All shipping charges are non-refundable, and a 5% restocking fee will be deducted from all credit or debit cards.
We do not offer exchanges.
Please note that we do not issue prepaid return shipping labels, and you will be responsible for all return shipping fees. We do not accept and will not process international returns. In addition, cale & cole is not responsible for any merchandise lost or damaged in transit and strongly advises packages are insured for the full value paid.
Please mail your return to the below address:
WEB Returns Cale & Cole
Cale & Cole
9428 Norton Commons Blvd.,
Prospect, KY 40059
RETURNS ON FINAL SALE/DISCOUNTED ITEMS
Any items noted as Final Sale cannot be returned. If you return an order that was placed at a discounted price, you will be refunded the amount that was paid at the time of purchase. cale & cole will not re-issue a promotional code for a discounted order that has been returned.
We do not refund shipping charges for packages that are refused by customers.