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FAQ | Carouselbrands

Answers to your most common questions. We are here to help

Shipping, Returns & Exhcnages

What is your return policy?

You can return any Carousel Brands product purchased on for any reason within 14 days of your original purchase, we will gladly provide a full refund to the original form of payment.

After 14 days from your original purchase date, and subject to approval, we may allow an item to be returned as long as the product has not been opened and original tags/packaging is still on the product. If approved, we will only be able to provide store credit on

All returns require a Return Authorization (RA) number. This is so that we can process your
refund/credit in our system when the return is delivered to our warehouse. All unauthorized returns will be the property of, and they are not subject to credit or freight reimbursement.

You may receive an RA number by emailing us at A customer service representative will email you a confirmation of the receipt of an RA request and a refund receipt. When you are preparing to ship your item(s) back to us, please include a copy of your Invoice with your RA Number written clearly on the top of the page. All returns should be shipped to our warehouse address, which is as follows:

Best of Chums Int'l Inc.
940A Durfee Ave
South El Monte, CA 91733

Once we receive the original item(s), you will receive a credit in the amount paid (excluding any shipping costs). Please allow 1-2 billing cycles for the credit to appear on your statement. It usually takes about 1 week to process a return, but it can also take up to 2 - 3 weeks depending on the complexity of the return.

Can I cancel or make changes to an order?

Please contact Carousel Brands as soon as possible if you need to cancel or make changes to an order. You may reach a customer service representative at 626.382.2448, Monday through Friday from 8 am-5 pm PST, or via email at

We will be able to make changes to your order if it has not been shipped.

If your order is already in transit, you will need to follow the steps in our return policy. Once we receive the original item(s) back in our warehouse, you will receive a refund for the amount paid (excluding any shipping costs).

What if I want to exchange an item for something else?

Please contact if you need an exchange. A customer service representative will provide you with a free shipping code, applicable towards your
replacement. Simply place a new order online with the code. We will bill your
credit card for the new merchandise and refund your original form of payment,
minus the original shipping cost.

If you have any other questions regarding your exchange, please contact us at 626.382.2448, Monday through Friday from 8 am-4:30 pm PST, or email us at

In what cases will I be charged a restocking fee?

Restocking fees are calculated based on 20% of the full amount of the merchandise. Tax, shipping & handling fees are not included. You will be charged a restocking fee if your package was refused or undeliverable. Shipping and handling fees are non-refundable.

When will I be receiving an item that is out of stock?

The most important thing to keep in mind when ordering is that our stock balances fluctuate
throughout the day with sales demand and stock that we receive from the manufacturers. Items are constantly being sold and our stock is constantly being replenished. If the item is identified as “Out-of-Stock”, we may or may not be able to order the item for you depending on the availability of the product.

Just because the item you ordered is NOT identified as out-of-stock does not necessarily mean that it will be in stock at the moment you order it. We will notify you if the item you ordered is out-of-stock. We first try to reply via e-mail and give you 3 days to reply. If we have not heard from you, we will then try to call you at the numbers you provide with your order.

Be sure to provide your current e-mail address and phone number. Should any of your contact information change, please keep all contact information current by updating the "My Account" page. Should we not be able to touch base with you, we will assume your consent to release your order once there is an inventory of that specific style.

Will I be charged freight on backorders?

The customer is not responsible for freight on all backorders. Customers may not add items to an existing, outgoing backorder. Additional items are treated as a new purchase order.

If is unable to fulfill a backorder that is older than a month, you will receive a courtesy email regarding the cancelation of your backorder. You may also check on your Order Status anytime by logging into your account. If you need further assistance, a customer service representative will gladly provide updates at 626.382.2448 or via

What should I do when I have defective merchandise?

We apologize if your order is missing an item or contains a damaged item. Let us correct the
problem. Defective merchandise will be exchanged for the same item. If the item is no longer in stock, the vendor will provide a refund to the credit card used to make the original order.

For assistance from our Carousel Brands customer service representatives, please contact us at 626.382.2448, Monday through Friday, from 8 am to 4:30 pm Pacific Standard Time, or email us at

What courier is used to ship orders?

We offer United Parcel Services (UPS), and United States Postal Services (U.S.P.S.) as our shipping
options. Unless otherwise specified, all orders ship U.S.P.S. First Class Mail.  Any other shipping method will incur additional freight charges. At this time, we will only ship domestically.

How much are the shipping and handling costs?

AnswerStandard: 6-10 Business Days: $7 (FREE on US orders over $150.00 after any discounts/promotions and before tax)

Priority: 3-7 Business Days: $9.00 (Does not deliver to P.O. Boxes and APO/FPO.)

Express: 2-5 Business Days: Prices will vary depending on the weight and dimension of your order parcel. (Orders placed before 10 am will be prioritized that same day. If the order is placed after 10 am it will ship the next business day and arrive within the given time frame.

Overnight/Next Day Air: Unfortunately this service is not available.

What if the estimated delivery date has passed, and I still don't have my order?

Please note that Estimated Delivery Dates are estimates only and are not guaranteed. Due to many factors, Estimated Delivery Dates can also change between the time you place the order and receive a shipment confirmation. We do our best to provide accurate estimates and provide you with several other resources for tracking your order, such as invoice details and tracking links.

If the order status indicates that the package has been shipped or the tracking number provided shows that the package has been delivered, please check with your neighbors or family members. Packages are occasionally left with neighbors, a building manager, or are placed somewhere relatively safe such as your porch, garage, or even behind bushes. If the tracking information indicates the package is being returned to us, or if the address is incorrect, it may have been undeliverable. Should you suspect that your package is undeliverable, please contact customer service immediately at 26.382.2448, so that we can handle your issue in a timely manner.

What if I'm shipping to a P.O. Box / APO / FPO?

All orders being shipped to a P.O. Box, Army Post Office (APO), Fleet Post Office (FPO) must select our Ground Shipping (U.S.P.S.) method. Please note that the delivery time for P.O. Boxes will have a 6-10 Business Day delivery time. Please allow up to 3 weeks for delivery for APO/FPO addresses, with delivery time varying depending on actual location.

What if I want to ship via UPS (United Parcel Service)?

All orders are defaulted to ship U.S.P.S. unless otherwise specified. You may opt to ship UPS Day Select or 2nd Day Air. The actual shipping price will depend on weight and
dimension of your order parcel.

Do I need to be home to sign for a package?

All UPS 3 Day Select and 2nd Day packages will require a signature. UPS will make three attempts to deliver a package. If no one is present to accept the delivery after three attempts, the package will be returned to us. Upon receiving the return at our warehouse, the return will be treated as an undeliverable package, and the order will be closed. To have the item(s) shipped to you again, place a new order for those item(s) through

Please also note that refused or undeliverable packages are subject to a 20% restocking fee, minus taxes and freight. Shipping and handling fees are non-refundable.

What happens when my package is marked as undeliverable?

Occasionally, packages are returned to us as undeliverable. When this happens, we automatically issue a refund for the merchandise. The customer is responsible to clear the balance of back-and-forth freight charges incurred on returned packages. Please note that all undeliverable or refused packages are subject to a 20% restocking fee, minus taxes, and freight.

If the freight and restocking fees are not cleared, the account will be blocked from any future activity until all outstanding balances have been cleared. We are unable to reship orders that are returned to us as undeliverable. If you still wish to receive your order(s), you will have to place a new order.

How do I track my order after it ships?

When your order leaves our warehouse, you will receive a shipment confirmation email. In this email, we will also include a tracking number. This tracking number can be used to track your order at the UPS, or USPS website.

Get in touch

Have questions about your order, or a general enquiry?