Biography:

Our mission is simple. At Carmel, we manufacture writing instruments and specialty waxes to inspire, encourage and support health & beauty professionals, dentists, pedorthists, orthodontists, dental lab technicians, the food service industry, metal fabricators, contractors, welders, tailors, farmers, and dairymen globally. We pride ourselves on supplying high-quality materials to craftspeople and artists so they can create high-level products for their customers.

Shipping Policy:

SHIPPING POLICY All orders are processed within 1 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. Processing time is the time from which we either take a product off our shelves, pack it, and get ready to ship it to you, or when there is a lot of demand, actually make the product it and then pack it and get ready to ship it to you. USA SHIPPING: 2-7 Business Days depending on the processing time with customs PO Boxes and Military Bases 25 - 30 Business Days CANADIAN SHIPPING In an effort to keep costs down while shipping our fragile products, we use a mix of USPS, UPS, Fedex, and DHL depending on the location we are shipping and the promotions they are giving at that point in time. To manage this, we use our website to track orders and it easily combines all of the carriers into one page. PO Boxes and Military Bases 25 - 30 Business Days INTERNATIONAL SHIPPING We offer international shipping to every country but if you want to be sure email us at info@carmelindustries.com. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Carmel Group Inc is not responsible for these charges if they are applied and are your responsibility as the customer. HOW DO I CHECK THE STATUS OF MY ORDER? When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. You can look up your order to see the tracking information using the order number or your email address on our tracking page. If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at info@carmelindustries.com with your name and order number, and we will look into it for you. CANCEL ORDER Please email info@carmelindustries.com with your name and order number. We will try to cancel the order before it ships and refund your money, however, we cannot commit or promise to do this. If you have received a shipping confirmation email with a link to view your tracking, then your order has been shipped and we cannot immediately cancel your order. You will have to follow the Return Policy below. LOST SHIPMENT As stated above, we expect that our products will be delivered between 10 - 30 days depending on location. If a product takes longer than 30 days to be delivered and is not going to a Military Base or PO Box it will be considered lost. In the event of a lost shipment, we will file a claim with the shipping company. DELIVERED BUT IN YOUR POSSESSION / STOLEN SHIPMENT If the carrier states that it has been delivered, but you are not in possession of it, please submit a claim with the carrier and inform us of your claim by sending the claim # and your order # to info@carmelindustries.com. We will file a claim with the shipping company as well. It is advised that we use a different address if possible when resending the order. A household (street address) will only be eligible for this refund or replacement once in a calendar year. RETURN POLICY If your order has shipped and you want to return it please reach out to info@carmelindustries.com. We accept returns up to 30 days after delivery if the item is not in our list of non-returnable items and in its original condition. A 30 percent restock fee and the shipping costs for the return are deducted from Items that Carmel considers refundable. International shipping can cost 75% or even more of the cost of the goods to return. In the event that your order arrives damaged in any way, please email us within 5 days at info@carmelindustries.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at info@carmelindustries.com.

Refund Policy:

If your order has shipped and you want to return it please reach out to info@carmelindustries.com. We accept returns up to 30 days after delivery provided the item is unused and in its original condition. We do not accept returns of certain types of products like cosmetic & wellness waxes, food industry waxes, dental waxes, orthodontic waxes, natural waxes, markers containing solvent and paint based crayons. We will refund the full order amount minus the shipping costs and a 30 percent restocking fee. International shipping can cost as high as 75% or even more than the cost of the goods to return. In the event of a return, we may offer the option to accept a 50% refund and keep the product, instead of shipping it to Canada. To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at info@carmelindustries.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Damages and Issues In the event that your order arrives damaged in any way, please email us within 5 days at info@carmelindustries.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. Exceptions / non-returnable items We do not accept returns of certain types of items like cosmetic & wellness waxes, food industry waxes, dental waxes, orthodontic waxes, natural waxes, markers containing solvent and paint based crayon. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.