CartHaus customer care
Shipping Policy
This policy explains how CartHaus LLC ("CartHaus," "we," "us") handles U.S. orders, delivery estimates, shipping charges and delivery issues. Email company@carthausstore.com with your order number for help.
Delivery estimates
Estimated U.S. delivery: 5-14 business days from order confirmation, including processing and carrier transit. Processing normally takes 1-3 business days and is included in this total, not added to it. Delivery dates are estimates, not a guaranteed maximum. Alaska and Hawaii may take longer; any available destination-specific estimate is shown before purchase.
Our U.S. knee brace ships from U.S. inventory. We aim to deliver sooner whenever possible.
Business days are Monday through Friday, excluding applicable public holidays. Timing starts on the next business day after payment is successfully confirmed and we have the information needed to fulfill your order. If a payment or address check is needed, we will contact you rather than leave the order on hold without an update.
We aim to deliver sooner where possible. A tracking number or label alone does not mean a parcel has been handed to the carrier. We distinguish processing, carrier acceptance and delivery when giving order updates.
Destinations and shipping charges
Standard shipping for our U.S. black knee brace is free to all 50 U.S. states and the District of Columbia, with no minimum order value. This applies to both single-brace and pair offers. No shipping fee is added for this standard service. Any optional service and its price will be displayed before you pay. U.S. territories and military addresses are not included in this offer; an order can be placed only when checkout provides an available shipping service for the destination.
Unexpected delays and your options
If we learn that we cannot dispatch your order within the shipment timeframe promised at purchase, we will notify you promptly and before that deadline where practicable. We will explain the delay, provide a revised date if known, and give you the choice to accept the delay or cancel the unshipped portion for a full refund, including its applicable shipping charges and taxes.
We will request your affirmative consent to a revised shipment date. If you decline, or we do not receive consent by the deadline in our notice, we will cancel and promptly refund the unshipped portion as required by law. Any further shipment delay requires a new notice and your agreement, or cancellation and a prompt refund.
Weather, holidays, carrier disruptions and other events may also affect parcels already in transit. If your delivery estimate is exceeded, contact us so we can investigate, give you an update and arrange an appropriate replacement or refund where warranted. A carrier delay does not remove your statutory rights or relieve us of our responsibility to resolve a delivery problem.
Tracking and separate parcels
Where tracking is available, we will send the tracking details after dispatch. Carrier updates can take time to appear. Items from one order, including a pair, may arrive in separate parcels; we will provide available tracking for each. We will not add an undisclosed shipping charge after purchase because an order is split.
Address changes, missing parcels and damage
Check your address before ordering. Email us immediately if it needs correcting; changes are subject to the parcel's fulfillment status. If a parcel is returned because of an incorrect address supplied by the customer, we will explain the available options and any reasonable reshipping cost before asking for payment. Our own errors will not be charged to you.
If a parcel is missing, arrives damaged, contains the wrong item, or is marked delivered but cannot be found, contact us promptly with your order number and available details. Photographs can help with damage or wrong-item claims, but we will consider other reasonable evidence. We will investigate with the fulfillment partner or carrier and arrange an appropriate resolution. A delivery scan alone will not automatically result in denial of your claim.
Cancellations and refunds
Contact us as soon as possible to cancel. We will try to stop an order before fulfillment begins; after dispatch, contact us for the refund or replacement process without mailing the product back. Rights relating to shipment delays, defective goods or non-delivery are separate from ordinary change-of-mind returns.
Refunds are made to the original payment method, subject to the Refunds & Replacements Policy and applicable law. Your legal and payment-provider dispute rights remain unaffected.