We are a small team and we answer our own email. Whether you have a question before you buy, need help with an order in transit, or want to arrange a return, you will get a reply from a person who can actually resolve it.

Customer Support Email

The fastest way to reach us is email: support@cedarcrateco.shop

Email is the only channel we monitor, and it is monitored every business day. We deliberately do not run a call center, because it lets us keep prices down and keep written records of every conversation, which makes returns and warranty claims far easier to resolve.

Support Hours

Monday to Friday, 9:00 AM to 5:00 PM Pacific Time.
Closed Saturdays, Sundays, and U.S. federal holidays.

Our Response Time Commitment

  • Standard questions: answered within 1 business day.
  • Order problems, damaged items, and missing parcels: answered within 1 business day, with a resolution (replacement, refund, or carrier trace) confirmed within 2 business days.
  • Return authorization requests: your RA number is issued within 1 business day.
  • Messages received after 5:00 PM Pacific, on a weekend, or on a holiday: counted from the next business morning.

If you have not heard from us inside those windows, please check your spam or promotions folder and then email us again, because a small number of replies are filtered by mail providers.

What to Include in Your Message

You will get a faster and more useful answer if your first email includes:

  • Your order number (it begins with a # and appears in your confirmation email).
  • The email address used to place the order, if it differs from the one you are writing from.
  • The product name you are asking about.
  • For damage or defect claims, photographs of the item and of the outer shipping box.
  • For delivery problems, the tracking number from your shipping confirmation.

Business Address

Cedar Crate Co
2035 NW Wilson Street, Suite 4
Portland, OR 97210
United States

This address is our office and warehouse. It is not a retail showroom and is not open to walk-in visitors. Please do not send returns to this address without a Return Authorization (RA) number. Returns arriving without an RA number cannot be matched to an order and may be delayed or refused. Request your RA number by email first and we will confirm the correct return address for your item.

Common Questions Before You Write

Where is my order? Check your shipping confirmation email for the tracking number. Tracking can take up to 24 hours to activate after the email is sent. Orders are packed in 1 to 2 business days, then travel 2 to 7 business days depending on your state. Full detail is on our Shipping Policy page.

Can I return this? Most items can be returned within 30 days of delivery, unused and in their original packaging. Custom, personalized, and final-sale items cannot be returned. Full detail is on our Refund and Returns Policy page.

When will my refund arrive? We inspect returns within 2 business days of arrival and issue approved refunds within 3 business days. Your bank then takes a further 5 to 10 business days to post the credit.

Do you ship outside the United States? Not at this time. We ship to all 50 states and Washington D.C.

Can I change my shipping address? Yes, if the order has not yet been handed to the carrier. Email us straight away with your order number.

Wholesale, Press, and Partnerships

For wholesale enquiries, bulk and corporate gift orders, press requests, or collaboration proposals, email support@cedarcrateco.shop with “Wholesale”, “Press”, or “Partnership” in the subject line, and your message will be routed to the right person. These enquiries typically receive a reply within 2 to 3 business days.

Privacy of Your Message

Anything you send us is used only to answer your enquiry and to service your order. We do not add support correspondents to marketing lists without a separate opt-in. See our Privacy Policy for full detail on how we handle your information.