SHIPPING & RETURNS
We take customer service very seriously and do our best to make sure you get your goods as soon as possible.
Our team processes orders Monday through Friday. Orders will be processed within 24 - 48 hours of order and shipped 24 hours after processing is completed.
Please note: We do not ship on weekends.
If for any reason your goods don't arrive, you will be refunded in FULL. This is our promise to you!
Captain Charley's Beard Company
Shipping times will vary depending on your location, item(s) ordered and due to circumstances outside of our control, such as weather, strikes or holiday season.
Below is a general guideline for shipping times/ amounts. The shipping times are estimates and are not guaranteed (except Priority Shipping Options). Custom, made-to-order items are created on-demand. A few days are required to carefully prepare your custom order before we ship it to you.
Limited Time: FREE SHIPPING & HANDLING ON ALL ORDERS
ESTIMATED SHIPPING TIMES
The United States | 3-7 Business Days
Australia | 10 to 30 Business Days
Canada | 10 to 30 Business Days
Eastern Europe | 10 to 30 Business Days
Western Europe | 7 to 30 Business Days
Rest of the World | 10 to 45 Business Days
If your order hasn't arrived at the estimated delivery time, please send us an email. Our Customer Care team will take care of it and respond within 6-12 hours from Mon - Fri.
Important: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.
TAXES & DUTIES
Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.
Payment of these charges and taxes is the responsibility of the recipient and will not be covered by The Captain Charley's. For further details of charges, please contact your local customs office.
CUSTOMS & REGULATIONS
You are responsible for checking your local postal regulations for restricted items, The Captain Charley's is not liable for any item not accepted into a specific country.
FOREIGN TRANSACTION FEES
If your credit card account is in a currency other than US Dollars, you may be charged at a different exchange rate than what is quoted on our website. You may also be subject to a foreign currency transaction fee. These fees are determined by your bank's pricing and transaction fee policies. We are not responsible for the exchange rate of any charges your bank or issuing credit card company may charge you. For further details of foreign transaction fees, please contact your bank.
Our store prices are shown in your local currency, but in USD when you checkout. All transactions will be handled in USD through Paypal or Stripe at the checkout page.
Return & Exchange Policy
Last Updated: 8/22/18
Not happy with your purchase? Please let our customer support team know. We are more than happy to try and sort out any issues you may have.
Note: Please read our Chargeback Policy below.
Order Modifications or Cancellation.
After your order has been placed, you have 24 hours to contact our customer support team and request order modifications, change of address, or a cancellation. After 24 hours, your order has been placed in production and can not be modified.
Damaged/ Incorrect Order
We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number. When we receive your email and verify the issue, we will get a replacement sent to you right away.
Order Not Received
If your item has not arrived within 14 days after you placed your order, please contact our support team and we will promptly take care of you. As mentioned on our shipping page, shipping times can be longer for certain countries such as Canada, Australia, and the UK, for example. We are currently working on providing quicker shipping times for all of our customers worldwide.
We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.
FREE PROMO PRODUCTS: We do not offer replacement nor return on any free products, for any reason. Only regular priced items may be refunded, unfortunately, PROMO items cannot be refunded.
Please note, if you don't our product please let us know. We want to hear from you asap! And we will send a full refund or work with you to make you, our customer happy!
If your order doesn't arrive at the correct shipping address provided to us, We'll reimburse the full cost of eligible purchases paid including shipping costs or we will gladly replace the item for you.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item. Should the item be returned opened, used, damaged or incomplete, we will deduct a charge from the refund amount. We also charge a reasonable restocking fee of 15% for all returns. Return shipping costs are nonrefundable.
If you place a chargeback with your credit card company (on purpose or by mistake) for any order that you placed and received, there will be a $35.00 research fee charged to your account upon receiving the chargeback by our merchant provider to cover our investigative expenses to prove that you did make the purchase.
The Captain Charley's does not tolerate credit card fraud, and all fraud, without exception, will be prosecuted to the full extent of the law. In addition, we will pursue civil legal action seeking any loss of income related to the fraud, including business, legal fees, research costs, employee downtime and loss of revenues.
The Captain Charley's considers credit card chargebacks fraud if you have made no reasonable effort to work with us to resolve any problems with your purchase. All frivolous chargebacks not only cost our employees time away from our usual and customary matters of conducting normal business but cost us money, therefore:
You agree that if you, the customer, choose to do business with The Captain Charley's, and you file a chargeback with your credit card company, and you do not win the charge back argument, you agree to pay us $35 for our time responding to the matter. You, the customer authorizes us to charge this amount to your credit card. If this charge is rejected, The Captain Charley's will pursue legal action to recoup losses for our time associated with responding to the charge back in addition to any other fees explained above. You agree to reimburse us or any representative we may appoint for any legal expenses your actions may make cause us. We take fraud seriously. If any provision of this Agreement is deemed illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect. The waiver of a breach hereunder does not waive any other or subsequent breach.
In the event that you win the charge back with your credit card company, and have not returned our goods, The Captain Charley's will attempt to recover fraudulently disputed charges plus additional costs via a third-party collection agency and your account will be reported to all credit bureaus as a delinquent collection account. This may severely damage your credit rating for at least the (7) years. At this point, we will no longer accept a return of the merchandise as settlement for the debt and will only accept payment in full. In addition to this, The Captain Charley's will file a report with your local police or sheriffs department, and file a mail fraud complaint with the United States Postal Inspection Service.
Note: The customer must attempt to return any and all merchandise to The Captain Charley's before attempting a chargeback. NO EXCEPTIONS
Stolen Credit Card Purchases
We log IP strings on all orders - any orders coming back as a chargeback due to fraudulent activities will be diligently pursued through your local jurisdiction for prosecution to the fullest extent of the law.