Customer Service

Shipping
Our orders are shipped using UPS. When placing an order you must provide us with your complete street address in the Shipping Information section of the checkout form. Unfortunately, our carrier cannot deliver to PO boxes.

In stock items are shipped 24 – 72 hours from the time we receive your order and payment. For orders on custom products, there is a lead-time. Cape Cod Lanterns will email or phone the client with approximate ship date. Orders received after 3:00 p.m. E.S.T. will be processed the next business day.

All orders are shipped UPS within the lower 48 United States. When placing an order you MUST provide us with your complete street address in the SHIPPING SECTION. UPS cannot deliver to P.O. boxes. At the time the package is shipped you will receive a UPS NOTIFICATION EMAIL. The email will notify you of the shipment, the UPS tracking number of the package and most important, the estimated date of arrival to you from our e-STORE here on Cape Cod.

Please note, shipping time depends upon where we are shipping to you in the US. Sorry, we have no control over delays from the shipper.

Shipping Fees

Our standard shipping fee is 12% for packing, handling, shipping, and insurance costs. Shipments of certain chandeliers, lanterns, etc., are via truck and incur additional expenses. Cape Cod Lanterns will process the balance due, shipment costs, and applicable tax at the time of shipment.

Shipments to Alaska, Hawaii, Canada, & APO/FPO Addresses

Cape Cod Lanterns will process the balance due, shipment costs, and applicable tax at the time of shipment.

Damaged & Defective Items
Within a 24 hour period, open all boxes and inspect for any damage. If you find damage, save the original carton and all packing material. Immediately call our store at 508-945-1659. At that time, we will contact UPS, and they will issue a Damage Call Tag. UPS will then send a UPS representative to inspect the contents of the box and the packing materials. UPS will then return it to us for repair or replacement immediately. We will do everything possible to rectify the situation.
Payment Options
In the Continental United States we accept Visa, Master Card, American Express, and Discover. All orders require 50% down deposit, with the balance applied when the order is complete.

Shipments to Alaska, Hawaii, and APO/FPO Addresses, and International Shipments (Including Canada) please phone us at (508) 945-1659 for Payment Arrangements.

Taxes
Orders being shipped to Massachusetts are required to pay a 6.25% sales tax on taxable merchandise. This tax will be included in your total when you checkout.
Returns & Exchanges
Returns are for store credit only. Return shipping costs are the responsibility of the customer unless the item is received damaged or defective (see Damages Policy). All deposits on special orders or custom lighting are non-refundable.

Please call us at (508) 945-1659 prior to returning any items. We will only accept items for credit or exchange that are in their original or resalable condition. Any lighting fixtures returned dirty, wires cut, installed, altered, painted, used, or otherwise abused, will not be eligible for credit.

Return shipping costs are the responsibility of the customer unless the item is received damaged or defective (see Damages Policy). A 25% restocking fee will apply on all returned merchandise.

Canceling or Changing an Order
If you have placed an order, and would like to cancel it for any reason, please call our store at (508) 945-1659 or email us within one hour of placing your order to cancel it free of any charges. After that hour, we will do all that we can to stop the order from being processed, but there is no guarantee. In these cases, please see the Returns policy.