Customer Service Policies



We're not just any old online store - we're your go-to DIY destination for crafting the ultimate setup for your space. We want you to know exactly what to expect, and that's why we've laid out all our shipping, cancellation, and return policies here are clearly as possible.

Sure, reading policies might not be as exciting as a hole-in-one, but, please, take a moment to understand our procedures. It may save you from ending up in a water hazard.


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Shipping Policy

Carl's Place offers free, no-rush shipping on most orders delivered within the contiguous United States.

  • Paid shipping options are available if you want your item to arrive faster, if you need delivery outside of the contiguous United States, or if your items do not qualify for free, no-rush shipping, ie. freight deliveries.
  • Lead times may vary throughout the season. Handmade items like golf enclosures and custom screens may require extra production time. The expected arrival date of your selected items and shipping cost, if any, will populate during checkout.
  • The delivery date is our good faith estimate based on current lead times and the information we receive from the carriers. Carriers, however, may experience delays that are out of our control. Please use your tracking number to track the status of your package.
International Shipping

Carl's Place brand products ship from the US. However, some Manufacturer Direct Items, including ProTee-United, Uneekor, and Country Club Elite items drop-ship directly from our international vendors. These items will arrive in a separate shipment and may result in additional import charges.

International shipping options are calculated at checkout and cover the cost of shipping only. Any duties, taxes, brokerage, or other import fees (including clearance service charges in some cases) are the responsibility of the recipient.

Shipments that are discarded or returned due to nonpayment of delivery fees are not eligible for refund. The delivery timelines provided during checkout are estimates and do not account for delays caused by customs or brokerage processes.


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Manufacturer Direct Items

At Carl's Place, get top-quality indoor golf items shipped conveniently and quickly, directly from the manufacturer.

  • Which products are Manufacturer Direct Items?: Items that come direct from the manufacturer are indicated as such on the product page.
  • Expedited Shipping: Items marked Manufacturer Direct come straight from the manufacturer and cannot be expedited.
  • Separate Shipments: Orders with both Manufacturer Direct and in-stock items will arrive in separate shipments.
  • Delivery Fees: Some Manufacturer Direct Items ship from outside the US. See International Shipping above for important information regarding duties and taxes.
  • Cancellations & Returns: If Manufacturer Direct Item(s) can be canceled, a 5% cancellation fee will be applied. With the exception of Skytrak, Manufacturer Direct Items are subject to a 15% restocking fee. Return policies vary by the manufacturer, see more info in Product-Specific Return Policies.

BoxOrder Changes & Cancellations

Our hardworking team is up pretty early to get working on your orders. Often before our lovely customer service crew has had their coffee. We try to catch any order changes or cancellations before they get too far, but in case we have spent time getting your order ready, we do reserve the right to charge a restocking fee.

If you need to change or cancel your order, please contact us as soon as possible.

Get Help
  • Custom Items: Carl's Place may be unable to honor change or cancelation requests on custom items if submitted more than 24 hours after order placement. Honored requests will be assessed a restocking fee: Orders with a product with custom dimensions will be assessed a restocking fee of up to 30%. Orders with a product with multiple finishing techniques, unique alternative finishing styles, or untraditional dimensions will be assessed a restocking fee of up to 50%.
    • ***Not all custom items are eligible for returns. See 'Custom Products' in the Returns Policy section for information.
  • Manufacturer Direct Items: Items that come direct from the manufacturer are indicated as such on the product page. Manufacturer Direct items have a 5% cancellation fee. If we are unable to cancel your order, your items will be subject to the Returns Policy below.

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Returns Policy

Carl's Place has a 30-day return policy on most items.

Some items are not returnable.
Some items are only returnable if unopened.
Some items follow a different timeline.

Please thoroughly inspect your items upon delivery. We want you to have ample opportunity to reach out for a solution if not fully satisfied.

Get Help
  • Returns Inspection: All returns are expected to arrive in new and unused condition and items are thoroughly inspected before exchanges or refunds are granted. If an item is received in a condition other than new and unused and is deemed to be suitable for discounted resale, as determined by Carl's Place, a 30% restocking fee will be applied. Based on the return inspection, not all returned items will qualify for a refund.
  • Return Shipping: Return shipping charges are the responsibility of the sender.
  • Manufacturer Direct Items: Items that come direct from the manufacturer are indicated as such on the product page. Return policies vary by the manufacturer, see more info in Product-Specific Return Policies.

Product-Specific Return Policies:

Apparel

Carl's Place apparel in like-new condition is eligible for return or exchange for 15 days from the date of delivery. Apparel must be unused, unaltered, and free of stains, odor, and debris. If it is determined that the return is not in acceptable condition, you will be notified and given the opportunity to have the items returned to you at your cost.

Clearance Products

Clearance items and remnants are sold as-is and are not eligible for return.

Custom Products

We love to work on customized projects and help our customers create their perfect setup, however, not all custom products are eligible for return.  Those include:

  • Custom/Non-Standard Finish: These are products that incorporate multiple finishing techniques or unique alternative finishing styles.
  • Custom-Sized Replacement Components: Replacement components made to fit an existing product that is not a standard size found on the product listing page.
  • Untraditional Dimensions: Impact screens and enclosures that do not fall within the range of dimensions offered in our Build Your Own Golf Simulator tool. 
Electronics

Open Box Items may be subject to a 15% restocking fee. Some of the electronics we sell are Manufacturer Direct Items. See special terms and information in the Manufacturer Direct Items section.

  • APOGEE: We accept returns on APOGEE items in like-new condition with all original packaging within 30 days of delivery.
  • BenQ: We accept returns on BenQ items in like-new condition and original packaging within 30 days.
  • FlightScope: We accept returns on FlightScope items in like-new condition with all original packaging within 30 days of delivery.
  • Foresight Sports: You may request a return for Foresight Sports hardware within 15 days of delivery if the equipment arrived damaged or defective.  At-will returns are accepted for physical products in like-new condition within 30 days of purchase.
  • Full Swing: We accept returns on Full Swing items in like-new condition with all original packaging within 30 days of delivery.
  • Garmin: We accept returns on Garmin items in like-new condition with all original packaging within 30 days of delivery.
  • LG: All sales are final. You may request a return for LG items within 15 days of delivery if the equipment arrived damaged or defective.
  • NVISAGE: We accept returns on NVISAGE items in like-new condition with all original packaging within 30 days of delivery.
  • Optoma: We accept returns on Optoma items in like-new condition and original packaging within 30 days.
  • ProTee: All sales are final. You may submit a warranty claim to ProTee United if the equipment arrived damaged or defective.
  • SkyTrak: We accept returns on SkyTrak items in like-new condition with all original packaging within 30 days of delivery.
  • Uneekor: We accept returns on Uneekor items in like-new condition with all original packaging within 15 days of license activation or 60 days of receipt.
Gift Cards
Gift cards are not returnable. See our Gift Card Policy for full details.
Hitting Mats & Turf

Some of these items are Manufacturer Direct Items. See special terms and information in the Manufacturer Direct Items section.

  • Big Moss: We accept returns on Big Moss items in like-new condition within 30 days of delivery.
  • Country Club Elite: We accept returns on Country Club Elite items in like-new condition within 90 days of delivery.
  • Fiberbuilt: We accept returns on Fiberbuilt items in like-new condition with all original packaging within 30 days of delivery.
  • TrueStrike: We accept returns on TrueStrike items in like-new condition with all original packaging within 30 days of delivery.
Software

Golf simulator software sales are final. We are unable to accept returns on digital downloads.

Services

Sim Design Service: The Sim Design Service can be canceled with a full refund up until we have received a response to the initial consultation email. When the reply is received our team gets to work on the project and cancellation or return is no longer possible.


Virtual Course Design: Virtual Course Design purchases can be canceled with a full refund up until we have received a response to the initial consultation email. When the reply is received our team gets to work on the project and cancellation or return is no longer possible.


Speech bubblesProduct Support

We're happy to help with product questions!

Please reach out to our Customer Service team with any questions about your screens, enclosures, any Carl's Place product, or your general setup.

For any third-party product issues or warranty inquiries, please refer to the manufacturer.


Dollar billRefunds

If your return is eligible for a refund, you can expect your refund to be processed within 10 business days of the receipt of the return. Refunds are issued back to the original form of payment.


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Tax

Tax will be automatically calculated in the shopping cart. To exempt a customer from sales tax we must have a current Sales and Use Tax Certificate of Exempt Status (CES) form, or in the case of wholesale purchases, a state-issued Resale Certificate, prior to purchase.


Get Help

Shipping Policy

Carl's Place offers free, no-rush shipping on most orders delivered within the contiguous United States

  • Paid shipping options are available if you want your item to arrive faster or if you need international delivery.
  • Lead times may vary throughout the season. Handmade items like golf enclosures and custom screens may require extra production time. The expected arrival date of your selected items and shipping cost, if any, will populate during checkout.
  • The delivery date is our good faith estimate based on current lead times and the information we receive from the carriers. Carriers, however, may experience delays that are out of our control. Please use your tracking number to track the status of your package.

International Shipping

International shipping options are calculated at checkout and cover the cost of shipping only. Any duties, taxes, brokerage, or other import fees (including clearance service charges in some cases) are the responsibility of the recipient. Please note: Uneekor and Country Club Elite items drop-ship to our Canadian customers directly from the vendor. This will be a separate shipment and may result in additional import charges.

In rare cases (certain countries and package sizes) we may require additional funds to complete your order. Shipments that are discarded or returned due to nonpayment of delivery fees are not eligible for refund. The delivery timelines provided during checkout are estimates and do not account for delays caused by customs or brokerage processes.


Cancellations and Returns Policy

If you need to change or cancel your order, please contact us as soon as possible.

Returns

Carl's Place has a 30-day return policy on most items. Note: some items are not returnable, some are only returnable if unopened, and some follow a different timeline. Please thoroughly read this Cancellations and Returns Policy in full for details.

With this in mind, we encourage you to thoroughly inspect your delivery to make sure you have ample opportunity to reach out for a solution if not fully satisfied.

  • Restocking Fee: Carl's Place reserves the right to charge up to a 50% restocking fee on order changes, cancellations, or returns on golf enclosure kits, custom screen dimensions, completed large volume orders, and/or special order items. For cancellation, the fee charged will depend on the production status of the order.
  • Returns Inspection: All items are thoroughly inspected before exchanges or refunds are granted. Items returned in a condition other than new and unused will receive a refund percentage relative to the condition of the returned item, as determined by Carl's Place. Please note that, based on return inspection, not all returned items will qualify for a refund.

    Please reach out to our Customer Service team with any questions.

Changed Your Mind?

  • If you change your mind about an item or decide that you don't need it, please contact our Customer Service team for assistance.

Something Wrong?

  • If for some reason you receive a defective or incorrect product, please reach out to our Customer Service team right away and we will be happy to help.

Product-Specific Return Policies:

Custom Products

We love to work on customized projects and help our customers create their perfect setup, however, not all custom products are eligible for return. Sometimes, we get requests for alternative finishing styles that are unique or incorporate multiple finishing techniques. These are considered Custom Finish products and are not eligible for return. Impact screens and golf enclosures with custom dimensions are eligible for return per our standard policies above.

Clearance Items

Clearance items and remnants are sold as-is and are not eligible for return.

Launch Monitors

  • Uneekor: We accept returns on unopened Uneekor products within 30 days of delivery. Please refer to Uneekor support for any product issues. Email:  or call 949-328-7790.
  • SkyTrak: We accept returns on unopened SkyTrak products within 30 days of delivery. Please refer to SkyTrak customer support for any product issues. Visit the SkyTrak support site or call 917-809-7367.
  • FlightScope: We accept returns on unopened FlightScope products within 30 days of delivery, with a 5% restocking fee. Please refer to Flightscope technical support for any product issues. Email: or call 407-967-7121.
  • Garmin: We accept returns on unopened Garmin products within 30 days of delivery. Please refer to Garmin customer support for any product issues. Visit the Garmin support site or call 800-800-1020.
  • Full Swing: We accept returns on unopened Full Swing products within 30 days of delivery. Please refer to Full Swing customer support for any product issues. Visit the Full Swing support site or call 800-798-9040

Projectors

  • BenQ: We accept returns on standard stock, unopened BenQ products within 30 days of delivery. Models labeled 'Special Order Item' on the product page are subject to the 'Special Order Models' policy below.

  • Optoma: We accept returns on standard stock, unopened Optoma products within 30 days of delivery. Models labeled 'Special Order Item' on the product page are subject to the 'Special Order Models' policy below.

  • Special Order Models: A 10% cancellation fee applies to special order models that are canceled before shipment. Special order models are not eligible for return.

Hitting Mats

  • Country Club Elite: We accept returns on Country Club Elite items in like-new condition within 30 days of delivery, with a 15% restocking fee.
  • Fiberbuilt: We accept returns on Fiberbuilt items in like-new condition within 30 days of delivery, with a 15% restocking fee.
  • TrueStrike: We accept returns on TrueStrike items in like-new condition within 30 days of delivery, with a 15% restocking fee.

Software

Golf simulator software sales are final. We are unable to accept returns on digital downloads. Advanced software support is available via:

  • Awesome Golf: Not eligible for return. Please refer to Awesome Golf customer support for any product issues. Email
  • Creative Golf 3D: Not eligible for return. Please refer to Creative Golf customer support for any product issues. Email cg3d.support@datacrea.sk
  • E6 Golf Connect: Not eligible for return. Please refer to TruGolf customer support for any product issues. Visit the E6 Support page where you can see FAQs and create a support ticket.
  • GSPro: Not eligible for return. Please refer to GSPro customer support for any product issues. Email support@gsprogolf.com
  • TGC 2019: Not eligible for return. Please refer to Protee customer support for any product issues. Email support@protee-united.com or call 518-620-4404
  • Uneekor Refine/Refine+(formerly Succeed): Not eligible for return. Please refer to Uneekor customer support for any product issues. Email support@uneekor.com or call 949-328-7790

Apparel

  • Carl's Place Apparel: Apparel in like-new condition is eligible for return or exchange for 15 days from the date of delivery. Apparel must be unused, unaltered, and free of stains, odor, and debris. If it is determined that the return is not in acceptable condition, you will be notified and given the opportunity to have the items returned to you at your cost.

Virtual Products

  • Sim Design Service: The Sim Design Service can be canceled with a full refund up until we have received a response to the initial consultation email. When the reply is received our team gets to work on the project and cancellation or return is no longer possible.
  • Virtual Course Design: Virtual Course Design purchases can be canceled with a full refund up until we have received a response to the initial consultation email. When the reply is received our team gets to work on the project and cancellation or return is no longer possible.

Please reach out to our Customer Service team with any questions.

Refunds

If your return is eligible for a refund, you can expect your refund to be processed within 10 business days of the receipt of the return. Refunds are issued back to the original form of payment. Return shipping charges are the responsibility of the sender.

Tax

Tax will be automatically calculated in the shopping cart. To exempt a customer from sales tax we must have a current Sales and Use Tax Certificate of Exempt Status (CES) form, or in the case of wholesale purchases, a state-issued Resale Certificate, prior to purchase.