Customer Service Policy

Our Service Mission


Caraway Home Sale’s customer service team is dedicated to providing prompt, helpful, and personalized support to all visitors and customers of our e-commerce platform (https://carawayhomesale.com/). Our core service mission is to ensure a seamless, stress-free shopping experience for every customer, from the moment you browse our ceramic cookware collection to post-purchase support for delivery, returns, and product questions. We value every customer interaction and strive to resolve all inquiries and issues with transparency, efficiency, and care.

Customer Service Channels


We offer dedicated email support for all customer inquiries, with separate channels for general support, press inquiries, and wholesale inquiries—ensuring your message is directed to the right team for fast resolution. Our official support email addresses are:

  • General Support: support@carawayhomesale.com
  • Press Inquiries: press@carawayhomesale.com
  • Wholesale Inquiries: wholesale@carawayhomesale.com

All customer service communications are conducted in English, and we accept inquiries related to all aspects of our e-commerce platform and product range.

Service Response Timelines


  • We aim to respond to all customer inquiries within 24 business hours (Monday through Friday). Inquiries placed on weekends or public holidays will be responded to on the next business day.
  • For urgent issues (e.g., lost shipments, damaged products), our team will prioritize your inquiry and provide a preliminary response within 12 business hours, with ongoing updates until the issue is resolved.
  • Return and refund requests are processed in line with our Refund Policy, with our team sending a free return shipping label and instructions within 24 business hours of receiving your return request.

Scope of Customer Service Support


Our customer service team provides comprehensive support for all aspects of your shopping experience on our platform, including:

  • Product Inquiries: Details about our Ceramic Cook & Bake Collection, product specifications, material information, and usage guidelines for our ceramic cookware and kitchen essentials.
  • Order Support: Order confirmation, order status checks, cart assistance, and payment processing questions (all in USD).
  • Shipping & Tracking: Tracking number assistance, delivery timeline updates, and support for lost, damaged, or misdelivered shipments.
  • Return & Refund Support: Guidance on our 60-day return policy, initiating return requests, providing free return shipping labels, and refund processing updates.
  • Website Support: Assistance with website navigation, account creation, and technical issues related to browsing or ordering on our platform.
  • Wholesale & Press Inquiries: Information about our wholesale program for ceramic cookware and media/press-related questions about our brand and products.

Service Standards & Commitments


  • Our customer service team is trained to provide accurate, clear, and friendly support, with a deep understanding of our ceramic cookware products and platform policies.
  • We will keep you fully informed throughout the resolution process for any issue, providing regular updates and notifying you immediately when the issue is resolved.
  • We do not charge any fees for customer service support—all our support services are complimentary for all customers and website visitors.
  • We value customer feedback and use all inquiries and suggestions to improve our customer service, website experience, and product offerings. If you are not satisfied with the resolution of your inquiry, you may request a follow-up with a senior member of our support team for further assistance.

Additional Support Resources


We continuously update our website with helpful resources for our customers, including product detail pages with specifications, shipping and return policy pages, and a frequently asked questions (FAQ) section to address common inquiries. These resources are designed to provide quick answers to your questions and enhance your self-service experience on our platform.