Returns & Replacements:
We strive for 100% satisfaction. If you're not happy, we're not happy - and we like to be happy. What this means for you is that we're always willing to try and work with our customers to the best of our ability to achieve that satisfaction.
Please contact us for an RMA number at firstname.lastname@example.org and we will do our best to ensure that your needs are taken care of. CDI products are guaranteed free from manufacturer's defects or we'll be happy to replace the product or refund your money*. If you're not sure if what you're looking at is a manufacturer's defect, just give us a call and we'll be happy to help.
Cane and Derby products are specially designed, hand-made, highly customized, innovative creations, and CDI product designs may change slightly to incorporate new technologies, accessories, and specially developed modifications. Variations and changes from product to product may occur as these design advances are integrated. These do not constitute manufacturer's defects, and as such are not subject to the above warranty. Again, if you have questions or are unsure, please contact us for clarification.
Custom orders do not qualify for our return policy.
A custom order is any product, accessory, or piece that is custom-created for a customer and not a regular or regularly available part of our catalog of products. All of our products are hand-made and custom-designed, but often a customer will contact us for a particular change or specification to an existing product, or perhaps for a completely new product, and this constitutes a "custom" product. For example: a customer might want a full-size or custom-shaped sweatshield. Or a customer might want the bottom of the holster left open, or specially shaped to accommodate a threaded barrel. These are all examples of custom orders. We're happy to do it, but be aware that you will not be able to return these products.
CDI products are specifically designed and engineered to perform as designed.
Custom modifications will not be warrantied. CDI holsters are carefully designed, and design decisions are made in favor of durability and performance. A custom modification may cause the product to be less durable or create unusual or unforseen stresses on the original design. The Cane and Derby process for product development includes extensive testing, and the final product is the result of many months of evolution and development. CDI is not responsible for the performance of untested and undeveloped custom modifications. Cane & Derby Industries (CDI) reserves the right to refuse any custom modification that Cane & Derby Industries considers dangerous or outside the safety parameters of a CDI design.
We are always available via email if you have any questions regarding the Cane and Derby warranty or you require assistance with your new Cane and Derby product. Contact us at your convenience.
*PLEASE NOTE: Shipping charges are NON-refundable.
Order changes and cancellations:
Our order status messages come in a variety of flavors. They begin with "Processing." This means that your order is being placed into the queue and is awaiting the first stages of production.
Once an order goes into "Production" or any of the "Production Stages", there is a nominal fee to alter or change the attributes of any specific part of the existing order. For example, changing the color from black to any other color. Changing the cant, changing the color, or changing any of the physical attributes of an order will result in this fee. Please note: changing the belt-loop size will, in most cases, not incur this fee. In some cases, changes will not incur a fee - we're just trying to avoid the material waste associated with changing a holster's color three times a week. CDI reserves the right to assess or waive these 'change request fees' as necessary.
Adding an item to an existing order is no problem at all and will incur no further fees or penalties. Shipping cost may, of course, require adjustment.
Cancellations are no problem while an order is still processing, before it enters production. Once your order is in production, however, there is a fee associated with a cancellation request. To request a cancellation, please contact Cane and Derby via our contact page, or via email, and include your order number and personal information. A CDI representative will confirm the cancellation request, as well as indicate what fees (if any) will be assessed.
The reason for these fees is simple enough: we commit resources to creating your hand-made, custom-built gear. That includes labor costs, material costs, etc. There are myriad reasons why a customer may want to change their order or simply cancel it - and we understand. Contact us and we can discuss which (if any) of the aforementioned fees will be applied to your order.