At CARVED CULTURE, we honor the ancient traditions of instrument craftsmanship in every aspect of our service. Our shipping and returns policies reflect the same care and attention to detail that our artisans pour into each handcrafted musical treasure.

Shipping Information

Order Processing

Each instrument is carefully inspected and prepared for its journey to you. Our processing time is 1-2 business days before your order ships.

Shipping Methods & Timeframes

  • Standard Shipping (DHL or FedEx) – $12.95
    • Delivery within 10-15 days after shipping
    • Recommended for time-sensitive orders
  • Free Shipping (EMS) – Free for orders over $50
    • Delivery within 15-25 days after shipping
    • Perfect for patient music lovers seeking value

Please note: We ship worldwide, with the exception of some Asian countries and remote regions where delivery may not be available.

Returns & Exchanges

Quick Summary:

  • Return Period: 15 days from delivery date
  • Items must be in original condition with all packaging
  • Refunds processed within 5-7 business days after we receive your return
  • Free exchanges for defective items

Return & Exchange Eligibility

We welcome returns and exchanges within 15 days of your receipt of items. To be eligible:

  • Item must be unused and in the same condition as received
  • Item must be in the original packaging with all tags and protective materials intact
  • You must provide the original receipt or proof of purchase

Instruments That Cannot Be Returned

Due to the intimate nature of certain musical traditions and hygiene considerations, we cannot accept returns on:

  • Mouth Harps (for obvious hygiene reasons)
  • Kazoos (due to direct mouth contact)
  • Ocarinas (as mouth-blown instruments)
  • Flutes (unless defective and unplayed)
  • Didgeridoos (unless in original sealed packaging)

Any instrument showing signs of use or damage not present at shipping cannot be returned. We make exceptions for items that arrive damaged or defective.

Return Process – Step by Step

Step 1: Submit Return Request

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number]

Body:
Dear CARVED CULTURE Team,

I would like to request a return/exchange for my recent purchase.

Order Number: [Your Order Number]
Purchase Date: [Date of Purchase]
Item(s) to Return: [List item names and quantities]
Reason for Return: [Please specify – wrong size, defective, changed mind, etc.]

I confirm that the item(s) are unused and in original packaging.

My preferred resolution is:
[ ] Refund to original payment method
[ ] Exchange for [specify alternative item]
[ ] Store credit

Please provide return instructions at your earliest convenience.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you a Return Authorization Number and detailed shipping instructions. Do not ship items without this authorization as we cannot process unauthorized returns.

Step 3: Package and Ship

Carefully package the item in its original box with all protective materials. Include a copy of your receipt or order confirmation. Ship to:

CARVED CULTURE Returns
1795 Locust View Drive
San Francisco, CA 94105
United States

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective product.

Step 4: Refund Processing

Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll process your refund or exchange.

Refund Information

Timeline: Refunds are processed within 5-7 business days after we approve your return. The time it takes for the refund to appear in your account depends on your payment method:

  • Credit Cards (Visa, MasterCard, JCB): 5-10 business days
  • PayPal: 3-5 business days

Important: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping costs for the replacement item.

Exchanges

We happily exchange items for a different size or color, subject to availability. The process is the same as returns – simply indicate your preference for exchange in your return request.

Damaged or Defective Items

If your instrument arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange a free return and expedited replacement at no cost to you.

International Returns

For our global customers, return shipping costs and any applicable customs duties are the customer’s responsibility. Please indicate “RETURNED GOODS” on the customs form to avoid additional charges.

Need Assistance?

Our customer service team is here to help you with any questions about returns or exchanges.

Email: [email protected]

Response Time: 1-2 business days

We’re committed to ensuring your CARVED CULTURE experience reflects the quality and care embedded in every handcrafted instrument we offer.