Thank you so much for shopping with us! We appreciate your business very much and would like to try and answer some common questions that we have seen and answered over the last several years in business. If you can't find the answer on our FAQ list, please don't hesitate to give us a call or send us an e-mail.
Phone: 1-877-522-2917/E-Mail: firstname.lastname@example.org
Ordering Process and Questions:
Q: Where is my order?
A1: Our customers can use our self-serve tool to check their order status: My Account **Please note that for our system to be able to find your order, you will need to enter your e-mail address and password.
A2: In order for our staff to answer your questions via phone, 1-877-522-2917 or e-mail email@example.com
You will need to provide:
- Your Order #
- Your Bill to or Ship to Customer Name
- Lake and Lodge Home support staff will Look up in system for notes; tracking, custom, non-custom etc.
Q: How do I search for an item on your site?
A: Check the categories/sub-categories listed first or can try one of the following:
- Can search by color
- Can search by price
- Rugs can be searched by sub-categories, color and size
- Can search by name; ie: blue lake rug, moose pillow, bedding with bear image, etc.
Q: Is my item in stock?
A1: In most cases, if an item is on our website it should be in stock. We do our very best to maintain our site with our most current up-to-date inventory, but we do occasionally have an out-of-stock situation. CBH will notify customers of a back order situation promptly upon order confirmation.
Upon notification, the customer will have the option of:
1. Keeping the order open in a back-order status
2. Receive store credit
3. Have the purchase completely refunded
A2: If you have a specific item that you would like us to double check, please e-mail us before ordering: firstname.lastname@example.org
A3. Expect custom signs, custom art, made to order rugs and lamps, plus hand painted items to ship within 2-3 weeks. Updated time frames are disclosed in the individual custom product descriptions, and are sent promptly upon your initial order confirmation.
Note: Cancelling back orders is the responsibility of the buyer. If Lake and Lodge does not receive a cancellation in writing, all back orders will be shipped.
Q: Do I have to register to check out?
A: Customers have the option to register or check out as a guest. Keep in mind though, if you do not register you will not have a record of your purchases on our site, and you will not be able to have access to the Lake and Lodge “Wish List” feature. You will also not be able to check the status of your order. We highly encourage registering when checking out. Super easy to do!
Q: Can I order a gift shipment?
A: Absolutely! You can even include a personalized note with your gift order. No need to worry, we never include pricing information on any of our packing lists.
Q: Do you have a gift or bridal registry?
A: We have a “Wish List” feature that will function similarly to a registry. Customers can create a cart full of items in their “Wish List” and it can easily be shared via e-mail with friends and family. Every product on our site has an add to “Wish List” button in the detailed product description page.
In order to activate this feature, customers will need to register on the Caron’s Beach House site. Registration is simple, only requires e-mail address and a password that customers choose. We are happy to assist over the phone if customers have trouble with the registration process.
Click here to Register - Quick Registration
Q: I can't remember my password?
A. Customers can always reset passwords here: Lost Password
Q: Where do I apply my coupon code?
A: On the shopping cart page, look for the Coupon Code/Promo box on the left bottom of the page below the list of items in your shopping cart. Make sure to hit “Go", after entering the code in the box, or the coupon code will not work. If during the checkout process you are not on the actual “shopping cart” page, click on the “cart” button on the right hand top of the page, and you will be brought back to the correct page where the Promotion box will be visible.
You will have one other opportunity to enter your coupon code during the actual checkout process before finalizing your order! Look for the “Promo” Box on below your subtotal on the right hand side.
Q: My coupon code is not working?
- Are you using an expired coupon? Please double check the expiration date.
- Does the coupon code require a certain item or dollar amount? Please double check the rules of the coupon code
- Some coupons cannot be combined; the coupon will note if it cannot be combined with other offers
- Make sure to enter code with exact numbers and letter-cases
- Some coupons can only be used once per customer (ie: Coupon for first order)
Q: My transaction did not go through?
There may be several different reasons for this: see below for common errors
A1: AVS Error: Billing address needs to match your actual billing address. Make sure to check that the address that you have entered for your billing address is the actual billing address that your banking institution has on file for your credit card.
A2: Check to make sure that your e-mail address is entered correctly in order to receive an immediate order confirmation.
A3: Make sure to hit the final “Submit” button at the end of the checkout process.
Q: Does Lake and Lodge ever have sales or promotions?
A: Absolutely! Sign up for our newsletter and we will send you notifications on new product and sale promotions. It's easy to sign up on any page of our website, look for the "Join our Newsletter" box on the righthand side bottom of the page, located on the teal blue dividing bar.
Q: How do I calculate the shipping cost and show totals before check-out?
A2: As an alternative, when checking out on our Shopping Cart page, use our “Estimate Shipping and Tax” tool, and your shipping charges will appear in the shopping cart. Please note that if you are using a coupon for Free Shipping, you may not see the Free Shipping credit until progressing through to the shipping calculation tab during check out.
Q: Free Shipping?
A1: Sign up for our newsletter and we will send you notifications on new product and sale promotions
A2: Free Shipping will only apply to orders that are shipped within the Continental United States
Q: Do you charge sales tax?
A: Currently CBH does not charge sales tax, but this many change in the future.
Q: Is my information secure?
A: Protecting our customers' personal and credit card information is our utmost concern, our customers can rest assured that we take this very seriously and have undertaken extra steps to make sure that our customers’ information and privacy are protected. CBH maintains an individual SSL Certificate with GeoTrust, dedicated to providing a safe, secure shopping experience for our customers. The “lock” symbol will appear on the check out page and all other pages of the Caron's Beach House website.
- We do not share our customer list or customer information with anyone or any other company.
- Your credit information is strictly protected by us and by any of our third-party web services. (ie: our shipping carriers, and e-mail marketing company)
- We DO NOT retain your credit card information for your protection, and for ours. Although, if you do register on our site, you will have access to your saved orders and credit card information.
- We DO retain e-mail addresses to notify customers of upcoming events, promotions, new products, new pricing, etc. via our e-mail marketing newsletter. If at any time you do not wish to receive these notifications, please do not hesitate to "unsubscribe" or simply send us an e-mail to let us know at: email@example.com
Q: What Forms of Payment Does Lake and Lodge Home Accept?
- Visa and new VISA Wallet Checkout
- American Express
- Discover Card
- All Paypal Transactions
- NEW! Paypal Credit Options - look for the banners on our site, and at checkout. 6 months to pay with no interest for orders $99+
- NEW! Apple Pay for iphone users with updated ios systems
Q: When is my order charged?
A: Your credit card or Paypal account is charged at the time your order is placed. Because CBH carries a wide variety of home décor items that are custom and made-to-order, our credit card system is set up site-wide to process orders this way.
Q: Hours of Home Office Phone and Live Chat Support? Phone: 1-877-522-2917
A: 8:00 am - 9:00 pm PST, Monday through Friday
B. 9:00 am - 6:00 pm PST - Saturday and Sunday
Q: E-mail support? Please allow 1 BUSINESS day for response/resolution. firstname.lastname@example.org
Great care and diligence is taken when displaying and describing items on our website to be as accurate as possible. It should be noted however, that Lake and Lodge Home cannot guarantee some of the finer details of an item’s attributes. For example; exact color or textures may be shown differently on your device as every users’ computer/mobile device, monitor or printer may differ from ours. Thank you for understanding, and please do not hesitate to call or e-mail with any questions.
Q: What is it made of?
A: Refer to product description page, if not in specifics, please e-mail or call with questions
Q: Where is it made?
A: Refer to product description page. If not in product specifics, please e-mail or call with questions.
Q: Size and Dimensions:
A: Our crew at Lake and Lodge Home tries to make sure that our product descriptions do include all of the pertinent measurements of our home decor items, and as much information as we can gather from our manufacturers. Rug sizes will be either listed in the actual descriptions or in the drop down menus for size and pricing. Please refer to details in product description page; if not in specifics, please e-mail or call with questions.
A: Lake and Lodge Home tries to be as accurate as possible with colors, and will use pantone colors in the product descriptions when available, and when appropriate. Here's a handy link to the Pantone Color Chart that should help when reviewing colors: Pantone Color Finder KEEP IN MIND, WE CANNOT GUARANTEE COLORS, as every single computer monitor may see a slightly different shade.
Q: Pricing on Rugs?
A: Your price will depend on the size. The first price showing in the product description is the smallest size available. If you will note; as the sizing increases or decreases the price will change. Consequently, depending on the size you are interested in, the price will either be added to, or subtracted from, the price and size that is currently displayed.
Q: Can I order a sample?
A: Many of our rugs do have samples available. If a sample size is not showing in the dropdown menu, please e-mail your sample request to email@example.com and our customer service staff will quickly verify if a sample is available for the particular rug that you are interested in. We will also verify the cost at that time. Upon verification, we will reply via e-mail and will send an invoice to be paid before ordering the sample size for you. In most cases, the samples are $25-$50.00 and are fully refundable up to 90 days.
Q: Is the rug in stock?
A: Only the sizes showing as available (in the dropdown menus) are currently in stock. If you are interested in a size that is not showing in the menu, please do not hesitate to drop us a note and we can check on the next availability date for you.
Q: How do I take care of my new rug?
A: Please refer to the “Care Instructions” in the product descriptions. In addition, all rugs are also shipped with detailed care instructions - please follow them diligently.
Q: How do I return an item?
A: Lake and Lodge Home strives to make your shopping experience memorable. We understand that sometimes a product does not meet our customers' needs and must be returned, and we want to facilitate this as best as we can. If your shipment does not meet your satisfaction, you may return your items for a full refund or exchange, less the original shipping costs, and/or any shipping costs that were incurred by Caron's Beach House if your order was originally shipped with a free shipping promotion. Items must be returned within 30 days.
- Please e-mail L & L for a return authorization number and the appropriate shipping return address. We will not accept phone call requests for returns.
- Your name, order number and reason for return must be included in your e-mail.
- e-mail: firstname.lastname@example.org
- L & L will process the RA requests within 24-48 business hours of receipt, and will e-mail detailed shipping and return instructions back to customers with the issued RA Numbers.
Q: What are the absolute restrictions on returns?
1. No returns will be accepted after 30 days of your receipt of an item
2. No returns on Clearance Items
3. No returns on Holiday or Seasonal Items
4. No returns on Custom Ordered Home Décor
Q: I returned an item, when can I expect the credit returned to my payment method?
A: Credit will be issued after inspection of your return items to our facility, or to our manufacturer’s warehouse. Note: If your package arrives damaged, you will be directed to work with your shipping company to process an insurance claim. Please allow 7 days after receipt of your return for this to be processed.
Q: I received my credit memo from L & L, but the credit is not showing on my bank’s statement?
A: Our refunds are issued immediately upon your receipt of your automated return e-mail from the Lake and Lodge Home website. If the returned dollar amount is not showing in your bank’s statements, it may take a few days for your financial institution to process. Every bank is slightly different, and your amount may not show immediately.
Q: I returned an item and was charged an adjustment fee?
A1: If you receive free shipping on your initial order and return an item, we will recoupe Lake and Lodge Home’s original shipping costs. Please see our return policy for further clarification.
A2: If an item is returned and not returned in “sellable” condition, you may be charged an adjustment fee/restocking fee for returning an item that is deemed not received in this condition. Please see our return policy page for further clarification.
Shipping Questions: See Our Shipping Policy Page for complete details
In-stock (non-custom) items are usually shipped within 3-7 business days of your order (many times much faster!) Be aware that some of our merchandise will be shipped directly from our manufacturer's warehouse, and may not all arrive at the same time to your address. We sincerely apologize ahead of time for this inconvenience. Lake and Lodge Home orders are shipped via UPS Ground, USPS Priority or Fed-Ex Home Delivery. Please make sure that your correct shipping address (street address) is entered when ordering, in order to avoid costly address corrections and order delays. We are not able to ship to Post Office Boxes.
Q: How long will it take to get to me?
A: In most cases items are shipped within 3-5 Business Days. Shipping times will vary, as items are shipped all over the United States and are shipped from different locations in the United States. Please pay attention to any specific order confirmation details that are sent after your order is placed as there will be different times quoted for back orders and for custom ordered items.
Q: When can I expect my back ordered items?
A: Please refer to notes in order confirmation details that are sent to our customers, or can always check the status with our staff via e-mail.
It is the customer's responsibility to cancel all back ordered items in writing, otherwise L & L will ship your remaining order.
Q: I ordered a Custom item, what should I expect for time frames?
A: Please refer to individual product descriptions and order notes with more specific time frames sent promptly after order confirmation.
Q: Where do you ship?
1. International? NO
2. APO/FPO Addresses? Yes, please allow for extra delivery time
3. Hawaii and US Islands-Territories? Actual shipping costs will be assessed and invoiced before order can be shipped.
4. Alaska? Actual shipping costs will be assessed and invoiced before order can be shipped
5. Free Shipping Applies only to orders shipped within the Continental US – NO exceptions
6. Lake and Lodge Home cannot ship to Post Office Boxes
Q: How will I know when my order has shipped?
A: As items are shipped, you will receive a shipping confirmation with a tracking code for the freight company, PLEASE make sure that to double check that your correct e-mail address is used during check-out so that we will be able to accurately notify you of your shipments.
My Package arrived Damaged or I Received the Incorrect Item:
We take great care and precaution in packaging items for shipping, but sometimes packages do arrive damaged. Or the wrong item may have mistakenly been shipped. Please let us know via e-mail within 2 business days of receiving your package if this happens. All packages are insured, and we can easily correct the situation. We need our customers to contact us as soon as possible via e-mail as some of our items are shipped directly from the manufacturer, and we will need to give them sufficient time to re-ship your item and rectify the damage. We also have a very short time window in order to process any claims with our freight companies.
In order for L & L to quickly replace your damaged item or part, please accompany your e-mail request with the following items:
- Order Name
- Order Number
- Details and Images of the damaged items and any details about the condition of the shipping container (smashed box, etc.)
- DO NOT discard any of the packaging or items until directed to do so. In many instances, the freight carrier will want to pick up the damaged boxes and items.
- Please allow L & L 48 business hours to process the claim
- DO NOT ship anything back to L & L that is damaged, or a mis-shipped item, unless directed to do so by us. We will not refund shipping charges for returned damaged or mis-shipped items.
- E-Mail: email@example.com
- Can check our Damage Policy page for more info.
Q: Does Lake and Lodge Home have a Trade or Interior Design Program?
To qualify for our designer program that includes discounts and special promotions, Lake & Lodge Home requires 2 forms of Business Identification from the following list:
- Current Business or State Professional license, in a Residential or Commercial Design based business
- Copy of business card
- Interior Designer Certification
- Active Business Facebook Page - url
- Active Interior Design Business Website – url
- Evidence of membership in ASID or other interior design professional organization
Design Program evidence can be e-mailed to firstname.lastname@example.org with a request for an invite to our trade program. Once approved, our staff will send via e-mail the program details and special codes for ordering.