Shipping, Site Pickup, and Delivery Policy 

The purpose of this document is to outline our Home Delivery Policies in a clear and concise manner, ensuring an outstanding level of customer service.

Our vision has always been to stand out through our stores, our team and specially through our products and presentation— This is what distinguishes us from our competitors.

The carriers we engage for Home Delivery services also represent our staff, our products, and our brand. They are just as important to the customer’s purchase satisfaction as our stores, catalog, and website. 

Home Delivery

We will make every effort to ensure that your order arrives as quickly as possible. Deliveries will be completed within the following timeframes

• Greater Metropolitan Area (GAM): two (2) to four (4) business days after the purchase date.
• Rest of the Country: three (3) to seven (7) business days after the purchase date.

 The estimated delivery time for products labeled as “special product” is seven (7) to fourteen (14) business days nationwide.

Shipping fees will depend on the sales channel and the total invoice amount, according to the following information applicable to both physical stores and online purchases: 

Housewares	Furniture
Greater Metropolitan Area and Rest of the Country Less than $500: Shipping fee $10 More than $500: Free shipping	Greater Metropolitan Area Shipping for one (1) piece: $89 Two (2) or more pieces: $150   Rest of the Country One (1) piece: $150 Two (2) or more pieces: $250

 

Please note that purchases made on official holidays or weekends will be processed on the next business day. If we are unable to deliver your order within the specified timeframe, we will notify you as soon as possible. Once an order has been processed, no changes can be made to product details (such as item, size, or color).

Crate and Barrel Costa Rica is not responsible for delivery delays or issues caused by circumstances beyond our control, such as natural disasters, labor disputes, or transportation difficulties. 

The transportation service is limited to product deliveries only; it does not include pickup services, returns, or reverse logistics at the customer’s request.

Order Tracking and Customer Support

To track your order, please contact Customer Service via WhatsApp at  88LINEUP (+506 8854-6387)  or email us at info@lineuprewards.com, providing your invoice or order number. Customer Service is available Monday through Saturday from 8:00 AM to 5:00 PM. 

If you need to modify the agreed delivery date, a $35 fee will apply to cover rescheduling and route modification expenses. 

Delivery and Assembly

• Products will only be delivered by Crate and Barrel Costa Rica after the corresponding fees for shipping, rescheduling, route modifications, or storage have been paid.

• Home delivery does not include additional services, such as dismantling doors at the delivery location or performing tasks beyond delivering to the front door and assembling the product (some products arrive pre-assembled and cannot be modified for entry). This applies as long as the delivery location is accessible under normal conditions, is no higher than one floor above ground level, and provides adequate space for both personnel and the product.

• The carrier shall not remove doors, windows, or alter any structural elements in order to deliver the product to the location requested by the customer. In the event that the size of the product prevents delivery to the designated area, delivery shall be deemed complete at the main entrance, where the customer shall receive the product and be responsible for moving it inside by their own means. The carrier shall return a copy of the documents signed by the customer to Crate and Barrel Costa Rica. All further communication must be directed to our Customer Service at  88LINEUP (+506 8854-6387)  or via email at info@lineuprewards.com

• Should the customer choose to move the product through inadequate spaces on their own, the customer shall bear full responsibility for any damage to the product or property. Crate and Barrel Costa Rica shall not be liable for any damages to products or premises resulting from unconventional delivery methods. 

• Assembly of the product by any party other than Crate and Barrel Costa Rica will render the product warranty null and void. 

• In the event that damages occur during transportation by Crate and Barrel Costa Rica, or if the customer discovers any manufacturing defect at the time of delivery, the customer may request an exchange, repair, or return of the furniture. Once the product has been received, the customer confirms that the delivered product has been inspected and found free of damage. No subsequent claims will be accepted, except in cases covered under warranty or product malfunction. 

• If delivery is to be made to a third floor or higher without a sufficiently large elevator to accommodate the product, and if the conditions of the premises pose a risk to the product, the building, or the personnel, the delivery shall not be completed. Instead, the product will be delivered to the first floor, and the customer shall be responsible for moving it inside by their own means. 

• For scheduled deliveries, the carrier will wait a maximum of 15 minutes. If the customer does not respond upon arrival at the designated location, the delivery route will continue. Should the customer request a rescheduling, the full cost of the delivery service must be paid prior to a new delivery.

 Damaged Shipments

All orders shipped from our Distribution Center are carefully inspected. Before accepting delivery from Crate and Barrel Costa Rica, please inspect the packaging and its contents for any potential damage that may have occurred during shipping.

 If the customer is not satisfied with the product due to damage discovered at the time of delivery, they may refuse to accept the order. The delivery staff is not authorized to resolve any issues; such matters must be handled directly with our Customer Service team at  88LINEUP (+506 8854-6387)  or via email at info@lineuprewards.com.

 Storage at Distribution Center

The availability of storage services is subject to the company’s discretion.

If the customer requests delivery of the product for a date later than fifteen (15) business days once the order is ready and/or requires storage service, an additional monthly fee will apply as detailed in the table below:

 

• The maximum storage period shall be ninety (90) calendar days for furniture and thirty (30) calendar days for housewares. After this period, the merchandise will be considered abandoned and returned to the inventory. No refunds will be issued.
•  The customer must pay this storage fee prior to the delivery of the product. If the storage fee is not paid in full, Crate and Barrel Costa Rica reserves the right to withhold the delivery until the outstanding amount has been settled.
• If the customer requires an extension of the storage period, they must contact our Customer Service to verify availability of space. Please note that this process may generate additional charges for the customer.
• To retrieve stored products, the customer must contact our Customer Service team forty-eight (48) hours in advance to coordinate the delivery. If home delivery is requested, the applicable delivery fee will apply according to the delivery zone.
• Please note that the product warranty period begins at the time of purchase, not at the time of delivery or pickup.

Pickup and Delivery at the Distribution Center (CEDI)

If you choose to pick up the product at the Distribution Center, this must be done no sooner than twenty-four (24) business hours after the purchase and only once you have received confirmation that your product is ready for pickup. You will have up to fifteen (15) business days from the date of purchase to complete the pickup.

• If the product requires assembly, you must inform us at the time of purchase; otherwise, the product will be delivered unassembled.

• It is the customer’s responsibility to arrange pickup from the Distribution Center through a third party. The customer must ensure that the service provider meets the necessary requirements to safely transport the purchased products. Crate and Barrel Costa Rica will not be liable for any damages occurring during handling, loading, transportation, or unloading. 

• Crate and Barrel personnel must inspect the product with the customer at the time of pickup. If, for any reason, this inspection does not take place, the company reserves the right to apply Crate and Barrel’s warranty policies.