We love meeting with our clients face-to-face and discussing their needs. While we certainly don't need to meet for every order, weddings and custom builds are another story and it may be advantageous for us to go through your numerous options in person. At this time our meeting space is undergoing renovations and unfortunately we cannot allow clients into our production space. The good news is we have plenty of local coffee shops to choose from and we'd be happy to set something up with you.
The vast majority of our products are custom built or engraved and as such require some lead time. Depending on the item it may take us a few days to get the base product from our supplier and additional production time to engrave to your specification. We do our best to keep this time as lean as possible but we generally advise 7 business days for engraving orders and two weeks for custom build items. If there are delays in our supply chain we will keep you in the loop and do what we can to mitigate the inconvenience.
We ship via UPS. Billing and other correspondence are generally handled via email or our website. It is our policy to recycle boxes and packing supplies so don't be surprised if your order arrives in a non Carriage Factory branded box. We charge whatever it costs us to ship an item to you, no additional markups or fees unless there are special circumstances.
If you're local to New York's Capital Region we may be able to save us both the trouble of shipping your order. Please contact us if you're local and we'll see what we can arrange.
We're sorry but returns will not be accepted. Sometimes production errors do happen, but unless we determine it's our fault we cannot offer refunds or exchanges.