Shipping policy
In short
Small pieces ship for a flat $78, and free on orders over $1,200. Large freight pieces either ship free direct from the maker, or are quoted individually before anything moves — the product page and checkout tell you which one applies, every time. We ship to the contiguous United States only. Freight delivery is curbside.
Much of what we sell is heavy, hand-forged, or one of a kind. Rather than pretend a single rate covers a pair of goblets and a canopy bed, we quote honestly and tell you which case you are in before you pay.
Where we ship
We ship to the contiguous United States only — the 48 connected states and the District of Columbia.
We do not ship to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands or other United States territories, and we cannot deliver to APO/FPO military addresses. Freight to those destinations is expensive and difficult to do well, and we would rather not offer it than offer it badly.
Smaller pieces
Tabletop, barware, boxes, candles, small trays and the like ship from our Carmel showroom at a flat $78, and ship free on orders over $1,200.
These travel by parcel carrier and arrive at your door the way any package does.
Large and freight pieces
Furniture, firescreens, chandeliers, statuary, stone-topped tables and similarly substantial pieces do not travel in a box, and their cost to move varies enormously by size, weight, and where you are.
Some of these ship directly from the maker, and on those we cover the freight.
Others ship from our Carmel showroom, and those are quoted individually. We will be in touch within two business days of your order, and will send you the freight cost as soon as the carrier provides it — usually within seven business days. Nothing ships until you approve it. If you decline, your order is refunded in full.
The product page and your checkout will tell you which applies. You will never be charged freight you have not seen and agreed to.
How your order moves, and when you will hear from us
We would rather tell you what we will do than guess at a date we cannot control.
If your piece ships directly from the maker: we place your order with them within 72 hours of receiving it. The maker then tells us roughly when the piece can leave their warehouse, and we pass that on to you the moment we have it. We do not sit on it and we do not wait to be asked.
If your piece ships from our Carmel showroom: we go to the carriers for a freight quote straight away. We will be in touch within two business days, and send you the cost as soon as the carrier gives it to us — usually within seven business days, because carriers set their own pace on this and we will not promise a number we do not yet have.
We stay with the order. We check in with the maker or the carrier regularly on its status, from the day it is placed until the day it reaches you.
We cannot predict an exact arrival date, and we will not pretend otherwise. Freight schedules depend on carriers, routes, and conditions none of us control. What we can tell you is that the carrier normally contacts you directly to arrange delivery before they arrive — so you will have notice, and a say in the timing.
What "curbside" means
Freight deliveries are curbside. This is worth reading carefully, because it surprises people.
The carrier brings your piece to the curb or driveway and no further. They do not carry it inside, up stairs, or into the room it is meant for. They do not unpack it, remove packaging, or assemble anything. Very large pieces arrive on a pallet, which is heavy and awkward before you even open it.
Please arrange help and a plan for where the piece is going before the truck arrives. A driver cannot wait while that gets sorted out.
Please measure before you order
Freight pieces are large, and the carrier leaves them at the curb. Before you buy, please check the route the piece has to travel into your home — doorways, hallways, stairwells, landings, elevators, and the turns between them. Dimensions are given on every product page, and we are glad to talk it through with you beforehand; we would much rather help you measure than watch a piece go back.
A piece that will not fit into your home is not a defect, and our return terms apply to it in the ordinary way.
If a delivery cannot be completed
Freight carriers schedule an appointment and charge for a wasted trip. If nobody is there at the agreed time, if access is not as described, or if a piece is refused when there is nothing wrong with it, the carrier's redelivery, storage and return charges are yours. A delivery refused without damage is treated as a return under the terms in our refund policy.
If something changes and you need to move a delivery, tell us as early as you can and we will do our best to rearrange it before the truck is loaded.
White-glove delivery
If you would rather your piece arrive placed, unpacked, and ready, white-glove service is available. There are two ways to do it, and the difference matters.
You can ask us to arrange it. Tell us before your order ships and we will obtain a quote for you. If you accept it, the charge is added to your order and we handle the arrangements. This is part of our concierge service and we are glad to do it.
Or you can engage a receiving company directly. Many clients prefer a local receiver who will accept delivery, inspect the piece, hold it, and deliver it into the home on a schedule that suits them. We are happy to help you identify a good one in your area.
In that second case, please understand clearly: the agreement is between you and the receiving company. They invoice you directly and you pay them directly. Cayen Home is not a party to that contract and takes no responsibility for their pricing, scheduling, handling, or service. We make the introduction as a courtesy; we do not stand behind it. Once a piece has been accepted by a receiver on your behalf, our delivery obligation is complete.
Inspecting your delivery
Look at the carton and the piece while the driver is still there, and note any damage on the delivery receipt before you sign. If the driver will not wait, write "subject to inspection" next to your signature — those words preserve your claim, and without them a carrier can deny it.
Photograph any damage and send it to us within 24 hours of delivery. Our refund policy sets out exactly what we need and by when. Damage is a claim, not a return: it does not count against your return window, and you will not pay to ship anything back.
Returns
Please do not send anything back before contacting us. The return address varies from piece to piece and is not always our Carmel showroom, so email concierge@cayenhome.com for authorization and the correct address first. No refund is issued until the piece has reached us and been verified intact. Large freight pieces carry a 25% restocking fee and the return freight is yours. Our refund policy has the full terms.
Changes to these terms
Cayen Home may change its shipping rates, thresholds and terms at any time. The terms shown on the product page and at checkout when you place your order are the ones that apply to that order — a later change never alters an order you have already placed. Shipping costs, where they apply, are always shown on the product page and at checkout before you pay.
Questions
Cayen Home, Ivy Courtyard, 6th Avenue and Mission Street, Carmel-by-the-Sea, CA 93921
concierge@cayenhome.com — we reply within two business days.