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— Frequently Asked Questions —

Where is my nearest Authorized Castle Dealer?
What is your return policy?
How do I return an item?
How do I contact Castle if I have a question?
Do you have a Customer Service phone number?
How can I track my order or check my shipping status?
What is your Warranty Policy? How do I submit something for a Warranty Claim?
How do I apply for race sponsorship?
How can I get some Castle stickers?
What is your shipping policy?
What are your shipping rates?
What is the estimated shipping time to my location?
Is Castle hiring Sales Reps?
How do I become an Authorized Castle Dealer?
I’m a Castle Dealer, how do I log in?
How do I sign up for your email list?
How do I register my new Castle product?
What are your Terms & Conditions?
What is your Privacy Policy?

What if my question is not answered here?

 
 
 
 
 
 
 
 

– What if my question is not answered here?

Please contact us using the “Contact Us” link or by clicking here. We will answer your question as promptly as we can. Please keep in mind that we are open normal business hours M-F, we will respond as soon as possible once we return.

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– What is your return policy?

 14 Day Return Policy
Purchases made directly through CastleSales.com have a 14 day return period, from the date of purchase. The product must be unworn, in new, re-sellable condition, have the tags still attached, be a current model, and must be clean (No pet hair or cigarette odors, etc). If it does not meet all of these conditions, it will be refused and customer service will notify you. If your return is refused, you will be responsible for payment of all shipping costs to ship it back to you. If you have any question about whether or not your return will be accepted, contact us before sending it.

**All Sales Are Final on Specially-Priced/Sale Items – No Returns or Refunds – No Exceptions.**

Closeouts, Specials and Sale items are not returnable; See product descriptions for return exclusions and details.

We do not do “exchanges” — Only “returns”. If you need a different size or color, you can return the incorrect item (you must obtain a RA number to do so – See below) and will be refunded according to our return policy for it. You can then purchase the correct item at any time.

Refused Shipments: A $25 service charge plus any shipping cost is applied to any refused shipments.

ALL purchases made at an Authorized Castle Dealer MUST be returned to the dealer where they were purchased.

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– How do I return an item?

Returns require a Return Authorization Number. If you would like to return an item you bought on CastleSales.com, fill out the form on this page with all of the required information in addition to the reason for requesting the return. Once we receive the information, we will create a Return Authorization and will email confirmation of the Return Authorization to you along with the RA number and the shipping address to send the return. Issuance of a Return Authorization does not guarantee acceptance of the return, the item still must meet all the conditions specified in our return policy to be accepted as a return. No returns will be accepted without a Return Authorization. Shipping costs are non-refundable.

**PLEASE** – Check your “Spam” folder for response emails from “(example)@CastleSales.com” – We frequently hear from customers that they did not receive a reply from us, but after checking their “Spam” folder – They find the emails we sent!

The customer is responsible for all return shipping costs to Castle. We highly recommend shipping the package with a carrier that provides tracking and insurance as Castle assumes no responsibility for packages lost in shipping.

Refused Shipments: A $25 service charge plus any shipping cost is applied to any refused shipments.

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– How do I contact Castle if I have a question?

Please contact us by using the “Contact Us” function Click here

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– Do you have a Customer Service phone number?

Sorry, we do not. All orders are done via our website, customer service is handled through email and online chat, and we don’t accept phone orders. Unfortunately, we don’t have a call center to answer your questions. Please contact us by using the “Contact Us” function Click here

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– How can I track my order?

We email tracking numbers as soon as they are generated by the carrier (usually within 24 hours of your order). You can also check your shipping status using our “Account” feature. If you have ordered through CastleSales.com, Click here to set up and access your account.

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– What is your shipping policy?

All orders placed by 1PM CST on normal business days (Monday through Friday, excluding holidays and weekends) will usually be shipped within 72 hours. Holidays will impact shipping also and may delay shipping an additional 48 hours. Sometimes an order will not be available to ship because it is out of stock or sold out; If this happens, we will notify you via email. Out of stock situations increase as the season progresses.

We ship to the exact address as you enter it as your “Shipping Address”, please make sure you enter the correct address as Castle will not be held responsible for entry errors. Confirm that the shipping address is correct – please contact us immediately if it is not. After your order leaves Castle, the delivery address can not be changed. Castle is not responsible for shipments that are sent to an address the buyer enters incorrectly.

Castle uses UPS and Spee-Dee Delivery for shipping all orders, and we currently only ship to the Lower 48 in the USA.

Some shipping exclusions apply. Oversized products will have increased shipping costs and will ship Standard Ground only.

 


 
 

– Holiday Shipping Schedule

 
Peak-season service guarantees:
UPS Air packages picked up or delivered within the United States are guaranteed throughout the holiday season.
 
Commitment times for Air packages scheduled for delivery Nov. 25, Dec. 18–Dec. 24 and Dec. 31 will be extended as follows:
 
UPS Air will be extended to end-of-day.
 
The guarantee is suspended for UPS Ground and UPS Standard shipments picked up or scheduled for delivery between Nov. 27–Dec. 3 and Dec. 18–Dec. 24.
 
For further details, visit ups.com for the UPS Tariff/Terms and Conditions. Service guarantees are subject to change.
 
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– What are your shipping rates?

Ground:
$0-$99.99 Order Total – $9.95
$100 & Up Order Total – Free Shipping

2 Day:
$0-$99.99 order total —– $29.95
$100-$199.99 order total – $39.95
$200 & Up order total —– $69.95

Next Day:
$0-$99.99 order total —– $129.95
$100-$199.99 order total – $159.95
$200 & Up order total —– $189.95

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– What is the estimated shipping time to my location?

Please click on the map below for a larger view.

 

 

 

 

 

 

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– How do I apply for race sponsorship?

We offer sponsorship programs to snowmobile racers at every level of competition.

To be considered for sponsorship, please send a copy of your race resume to racesupport@castlesales.com – Please include the classes you race, past and current rankings and your personal stats. Once we receive your resume we will get in touch with you to let you know how we may be able to work together for the upcoming season. Please give us a reasonable amount of time to get back to you as it takes time to properly review each resume we receive.

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– How can I get some Castle stickers?

Send a self-addressed stamped envelope to the following address, along with $2, and we will return four Castle stickers:

Castle X
c/o Sticker Request
P.O. Box 10417
Green Bay, WI 54307

Castle decals are available for purchase here as well: click here.

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– What are your Terms and Conditions?

Castle Sales Co., Inc. provides our site and services to you subject to the following terms & conditions (“Terms and Conditions”). Please read the following terms and conditions carefully before using our site. If you do not agree to these terms and conditions, please do not use our site. By using or accessing CastleSales.com, you signify that you have read, understand and agree to be bound by these Terms and Conditions.

1- Copyright
All content included on this site, including but not limited to text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Castle Sales Co., Inc. and protected by international copyright laws. The compilation of all content on this site is the exclusive property of Castle Sales Co., Inc., with copyright authorship for this collection by Castle Sales Co., Inc. and protected by international copyright laws. Any use, reproduction, distribution, display, or transmission of the content of this site is strictly prohibited.

2- Trademarks
Castle Sales Co., Inc. trademarks and trade address may not be used in connection with any product or service that is not Castle Sales Co., Inc. All other displayed trademarks not owned by Castle Sales Co., Inc. that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Castle Sales Co., Inc.

3- Site Access
Castle Sales Co., Inc. grants you access for personal use of this site, not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Castle Sales Co., Inc. This does not include any resale or commercial use of this site or its contents: any collection and use of any product listings, descriptions, or prices: any derivative use of this site or its contents: any downloading or copying of account information for the benefit of another merchant: or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Castle Sales Co., Inc. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information of Castle Sales Co., Inc. without express written consent. Any unauthorized use terminates the permission granted by Castle Sales Co., Inc.

4- Disclaimer
This site and the materials and products in this site are provided by Castle Sales Co., Inc. on an “as is” and “as available” basis. Castle Sales Co., Inc. makes no representations or warranties of any kind express or implied, as to the operation of this site or the information, content, materials, or products included on this site. You expressly agree that your use of this site is at your sole risk. To the full extent permissible by applicable law, Castle Sales Co., Inc. disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Castle Sales Co., Inc. does not warrant that this site, its servers, or e-mails sent from Castle Sales Co., Inc. are free of viruses or other harmful components. Castle Sales Co., Inc. will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages. Castle Sales Co., Inc. does not make any warranties regarding the use of the materials in this site in terms of their accuracy or otherwise. The above limitations may not apply to you, and you may have additional rights.

5- Applicable Law
By visiting our site, you agree that the laws of the state of Wisconsin, and the United States without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and Castle Sales Co., Inc.

6- Changes to this Statement
We may from time to time update this Privacy Policy. When we make these updates, we will change the “last updated” date listed at the bottom of the Policy.

We reserve the right to make changes to our site, policies, and these Terms & Conditions at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.

7- Product Descriptions
Castle Sales Co., Inc. attempts to be as accurate as possible. However, Castle Sales Co., Inc. does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by Castle Sales Co., Inc. itself is not as described, your sole remedy is to return it in a new, unused condition.

8- Prices are subject to change without notice at any time. Discounted pricing cannot be applied to prior purchases.

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– What is your Privacy Policy?

1- Your Consent
By using CastleSales.com you consent to our collection and use of your personal information as described in this Privacy Policy. If we change our privacy policies and procedures, we will post those changes on our site to keep you aware of what information we collect, how we use it and under what circumstances we may disclose it.

2- What Information Do We Collect and Why?
When you visit CastleSales.com you may provide us with two types of information: personal information you knowingly choose to disclose that is collected on an individual basis and Web site use information collected on an aggregate basis as you and others browse our Web site. When you visit CastleSales.com, we collect standard information about your hardware and software such as your IP addresses, browser type, operating system, pages visited on our site, referring and exit pages, and the dates and times of the visits.
This site visitation data is used to administer the site and provide general statistics regarding the use of CastleSales.com. Site visitation data is never linked to your personal information, and we do not use it to identify you individually without your permission.

3- Personal Information
We may ask for personal information that you knowingly choose to disclose when you purchase a product, enter a contest, request a service, complete a survey, subscribe to news, or engage in some other activity on our site. In connection with these activities, we may ask you for contact information such as your name, telephone number, and email address.

4- Electronic Communications
When you visit CastleSales.com or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this Site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

5- How Do We Secure Information Transmissions?
Sensitive information transmitted to us through our store (such as a credit card number) is encrypted for transmission using the Secure Socket Layer (SSL) protocol. The SSL encryption is designed to make the information unreadable by anyone but us. Other email that you may send to us may not be secure unless we advise you that security measures will be in place prior to you transmitting the information. For that reason, we ask that you do not send confidential information such as credit card or account numbers to us through an unsecured email.

6- Legally Compelled Disclosure of Information
We release account and other personal information when we believe release is appropriate to comply with the law; enforce or apply our conditions of use and other agreements; or protect the rights, property, or safety of CastleSales.com, our users, or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction. Obviously, however, this does not include selling, renting, sharing, or otherwise disclosing personally identifiable information from customers for commercial purposes in violation of the commitments set forth in this privacy policy.

7- Third Party Links:
We are not responsible for the practices employed by websites linked to or from CastleSales.com, nor the information or content contained therein. Often links to other websites are provided solely as pointers to information on topics that may be useful to the users of our website. Please remember that when you use a link to go from CastleSales.com to another website, our privacy policy is no longer in effect. Your browsing and interaction on any other site, including websites which have a link on our website, is subject to that website’s own rules and policies. Please read over those rules and policies before proceeding. These third party sites have separate and independent privacy policies. We will not accept responsibility or be held liable for the content or activities of these linked sites. Castle Sales Co., Inc. will make every effort to protect the integrity of our site and welcome any feedback about these sites.

8- Protection of Children’s Privacy
CastleSales.com is a general interest website, and we do not knowingly collect any personal information from children. CastleSales.com does not sell products for purchase by children. We sell children’s products for purchase by adults. If you are under 18, you may use CastleSales.com only with the involvement of a parent or guardian.

Castle Sales Co., Inc. does not intend to collect Personal Information from children. Registrants for contests must be over the age of 16. Entrants under the age of 18 require parental consent. Castle Sales Co., Inc. encourages parents to instruct their children how to safely share Personal Information on any site.

Last Update: June 16th, 2015

Copyright 2015, Castle Sales Co., Inc, All Rights Reserved

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