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Shipping policy

Shipping, Local Delivery & Rental Delivery Policy

Effective Date: 1/19/26

This Shipping, Local Delivery & Rental Delivery Policy (“Policy”) applies to all purchases, deliveries, and linen rental services provided by Cape May Linen (“Cape May Linen,” “we,” “us,” “our”). By placing an order, scheduling a delivery, or booking a rental, you agree to this Policy.

1) Service Areas & Eligibility

  • Standard Shipping: Available to approved destinations at checkout (U.S. shipping only unless otherwise stated).

  • Local Delivery (Retail Orders): Available within our designated local delivery zone(s) shown at checkout or confirmed by our team.

  • Rental Delivery & Pickup: Available for eligible rental bookings within our designated rental service area.

If your address falls outside our service area, we may cancel, refund, or offer alternative options at our discretion.

PART A — RETAIL SHIPPING (NON-RENTAL PURCHASES)

2) Order Processing Times

  • Orders typically process within 1–3 business days (excluding holidays).

  • Processing time does not include transit time.

  • We may require additional verification for high-value orders or orders flagged for fraud prevention.

3) Shipping Methods & Delivery Estimates

  • Shipping options, estimated delivery windows, and rates appear at checkout.

  • Any delivery date provided is an estimate, not a guarantee.

4) Shipping Address Accuracy

You are responsible for providing a complete and accurate shipping address (including unit number, gate code, and access instructions).

  • If an order is returned or delayed due to an address error, refusal, or access issues, you are responsible for reshipping fees and/or redelivery charges.

5) Lost, Stolen, or Misdelivered Packages (Carrier Shipments)

Once the carrier marks a package “Delivered,” responsibility transfers to the customer.

  • If you believe a package is missing, you must notify us within 48 hours of the carrier's delivery scan.

  • We will assist with a carrier claim where applicable, but refunds/replacements are not guaranteed and may depend on the carrier's determination.

6) Damaged in Transit (Retail Shipments)

If your order arrives damaged:

  • Contact us within 48 hours of delivery.

  • Provide photos of: (1) outer packaging, (2) shipping label, (3) damaged item(s).
    Claims submitted after 48 hours may be denied.

PART B — LOCAL DELIVERY (RETAIL PURCHASES)

7) Local Delivery Windows

  • Local delivery is scheduled within available windows communicated at checkout or via confirmation.

  • Delivery windows are estimated and may shift due to traffic, weather, seasonal volume, or operational needs.

8) Delivery Completion & Safe Drop

Unless otherwise arranged in writing:

  • Local deliveries are considered complete when delivered to the front door, lobby, porch, secure mailroom, or designated drop location.

  • If no one is present, we may perform a contactless safe drop where reasonably possible.

9) Missed Delivery / No Access / Refusal (Local Delivery)

If we cannot complete the delivery due to:

  • no access (locked building, missing code, gated community restrictions),

  • unsafe conditions,

  • refusal to accept delivery,

  • incorrect address, or

  • no-show for the required handoff,

The delivery may be marked as attempted, and you may be charged a redelivery fee and/or a restocking fee, where applicable.

10) Local Delivery Timing Requests

Specific time requests (e.g., “deliver exactly at 2:00 PM”) are not guaranteed unless purchased as a special service and confirmed in writing.

PART C — LINEN RENTALS (DELIVERY, PICKUP, USE WINDOW)

11) Rental Definitions

  • “Rental Period” means the confirmed rental dates shown on your booking confirmation (often aligned to check-in/check-out).

  • “Delivery/Pickup Window” means the time range during which our team will deliver and/or pick up rental linens.

12) Rental Delivery Method

Rental deliveries may be:

  • Delivered to a secure entry point, property management office, or designated drop location, or

  • Placed inside the property only if pre-authorized and access details are provided (code/key/lockbox).

You are responsible for ensuring access instructions are correct and active.

13) Rental Pickup / Return Requirements (Strict)

Unless otherwise agreed in writing:

  • All rental items must be bagged/contained (we’ll specify how) and placed in the designated pickup area by the scheduled pickup time.

  • Items must be reasonably free of trash, food waste, and hazardous materials.

If items are not ready or accessible at pickup time:

  • The pickup may be marked attempted, and

  • you may incur an additional trip fee, a late fee, or an extended rental fee.

14) Late Returns / Extended Rental Fees

If we do not receive rental items by the scheduled return/pickup time (including due to access issues, no-show, or property restrictions), we may charge:

  • Late fee per day and/or

  • Extended rental fees until items are returned and checked in.

15) Unreturned Items (Conversion to Purchase)

Unreturned rental items may be treated as lost and billed at our replacement cost (not the rental rate), plus applicable fees, tax, and administrative costs. Replacement costs are determined by us and may reflect current retail or commercial replacement pricing.

PART D — RENTAL ITEM CONDITION, DAMAGE, AND CLEANING FEES

16) Normal Wear vs. Damage

Normal wear is expected. The following are not normal wear and may incur fees:

  • rips/tears, burns, severe pilling from misuse,

  • makeup stains, self-tanner, dye transfer,

  • ink, paint, wax, oil/grease,

  • blood/bodily fluids, mildew, smoke odor,

  • pet damage (hair embedded, chewing, clawing), or

  • excessive sand or debris beyond reasonable beach use.

17) Cleaning Fees (Excessive Soil or Contamination)

We reserve the right to charge additional cleaning fees if items require special handling, including but not limited to biohazards, heavy staining, or odor remediation.

18) Replacement Fees for Irreparable Damage

If an item is damaged beyond restoration, you authorize us to charge:

  • full replacement cost + tax, and

  • any additional handling/shipping fees.

19) Inspection & Dispute Window

Rental items are inspected upon return. If you dispute a fee:

  • You must notify us within 3 calendar days of the charge.

  • We may provide photo documentation upon request.
    After 3 days, charges are considered accepted.

PART E — FEES, AUTHORIZATIONS, AND PAYMENT SECURITY

20) Authorization to Charge Stored Payment Method

By placing an order or booking a rental, you authorize Cape May Linen to charge the payment method on file for:

  • delivery/redelivery/trip fees,

  • late/extended rental fees,

  • cleaning fees,

  • replacement fees for lost/damaged items,

  • unpaid balances, and

  • chargeback-related administrative costs where permitted by law.

21) Chargebacks & Disputed Payments

If you file a chargeback without first contacting us to resolve the issue:

  • We may suspend current/future services.

  • You remain responsible for any unpaid balances.

  • We reserve the right to submit proof of delivery, communications, photos, and this Policy to the bank.

PART F — CANCELLATIONS & CHANGES

22) Retail Order Cancellations

Retail orders can only be canceled before processing/dispatch. Once shipped or dispatched for local delivery, cancellations may not be possible.

23) Rental Booking Changes/Cancellations

Changes or cancellations to rentals must be made in writing and are subject to:

  • availability,

  • change fees,

  • seasonal/holiday restrictions, and

  • minimum notice requirements stated in your booking confirmation.

If no custom terms are provided, we reserve the right to apply a cancellation fee up to the full rental amount for last-minute cancellations.

PART G — FORCE MAJEURE (IRON-CLAD PROTECTION)

Cape May Linen is not liable for delays or failure to perform due to events beyond our reasonable control, including but not limited to: severe weather, coastal storms, flooding, road closures, carrier delays, power outages, labor disruptions, supplier shortages, government actions, or emergencies (“Force Majeure”). In such events, delivery/pickup windows may be adjusted, and refunds are not guaranteed.

PART H — CONTACT & POLICY UPDATES

We may update this Policy at any time. The version posted on our website at the time of booking/order governs.
Contact: shop@capemaylinen.com / (609) 884-3630