FAQ

Castle & Cooper Inc. is committed to respecting the privacy of individuals and recognizes a need for the appropriate management and production of any personal information that you agree to provide to us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request.

All returns to be approved by our Customer Service Department.

All returns must be in original packaging and received in new and resalable condition.

• Returns for products of hygienic nature cannot be accepted (eg. BreathCall™ Cords, fall prevention pads, mattresses and cushions).
• Returns for special order product requires permission from our Customer Service department and may require a restocking fee.
• Credits for returns are issued only to original purchaser and within 30 days of purchase.
• After 30 days a restocking fee of is applicable.
• Sorry, we do not accept returns after 30 days.

Return Procedure

Please call us at 1-888-623-5660, Monday through Friday from 8:30 a.m.-4:30 p.m. EST for return approval. All return shipping expenses are paid by the customer. Items must be returned within 30 days of receiving approval.

If you receive merchandise as a result of Castle & Cooper error, we will pay for the return shipping expense and no restocking fee will be applied if reported within 5 days.

For all other returns, we will credit your account for returned merchandise, minus the required restocking fee, once merchandise has been received, inspected and confirmed to be in resalable condition. Credits will not be issued for products returned in unsalable condition. The customer is responsible for properly packaging and protecting the item during its shipping back to Castle & Cooper.

Please note that we require an order minimum of $40.00 before freight and taxes. Orders that do not meet the $40.00 minimum are subject to a $15 handling fee and can be placed by calling us at 1-888-623-5660, Monday through Friday from 8:30 a.m.-4:30 p.m. EST.

Shipping charges will be calculated based on the weight and distance calculated at the time of shipping. It is recommended that you contact us at 1-888-623-5660, Monday through Friday from 8:30 a.m.-4:30 p.m. EST if you have an concerns or questions. This website currently ships to Canadian address only. For U.S. orders, please visit www.castlecooperusa.com.

Damaged shipments should be reported within 5 days of receipt.

If a shipment arrives damaged or if the box appears damaged…

• Note damage on the delivery bill and have the driver sign it, acknowledging the damage.
• Contact Customer Service within 5 days of receipt to start processing an insurance claim. An order will be entered at that time to replace the merchandise.
• Save the container and merchandise for inspection.

Missing or Incorrect Items should be reported within 5 days of receipt.

If your order is missing items or has been incorrectly filled, please contact Customer Service.

To place a U.S. order, please call 1-888-623-5660, Monday through Friday from 8:30 a.m.-4:30 p.m. EST. We do not place other international orders at this time.