FAQ
Answers Before and After You Order
Below are responses to common cartuniva shopping and delivery questions.
Orders and Product Choices
Can I correct my address or choose a different size after ordering?
We can try to update these details while the order is still being prepared. Once the parcel has been shipped, changes are no longer possible. Email us as soon as you notice an error.
Is it possible to cancel my purchase?
Please request cancellation before shipment. We cannot stop an order after it has been dispatched. When it arrives, you may keep the item or contact us about a return and refund under the store policy.
Why haven't I received a dispatch message?
Order preparation usually requires 1–3 business days. This is separate from delivery transit. We will email you when your package ships or if there is a delay.
What's the best way to pick a size?
Measure yourself and check the size chart shown with the product description. Compare those measurements before deciding which option is most suitable.
Shipping and Delivery
Why might one order arrive in several parcels?
Separate warehouses, different preparation schedules, or courier/customs weight restrictions can require split shipments. Each dispatched parcel will have its own email notification.
My tracking says delivered, but I don't have the parcel. What now?
Look in your mailbox and ask nearby neighbors whether they accepted the delivery. You can also contact the carrier with your tracking number and identification. If you still cannot locate the package, email our support team.
How long should I expect to wait?
The delivery estimate stated in this FAQ is 10–15 business days in transit, plus 1–3 business days of preparation, or 11–18 business days altogether. A tracking number is sent after dispatch and may also appear in your account.
Why isn't my tracking number showing results yet?
A parcel may have left the warehouse before the delivery company's first scan is visible. It can take 1–3 working days for tracking activity to appear as the shipment moves through processing facilities and airport handoffs.
What causes a parcel to be returned to the sender?
Typical reasons include an incomplete or incorrect address, a phone number that cannot be used, or an unsuccessful delivery attempt.
What if the carrier couldn't complete delivery?
The recipient may have been unavailable, the address may be wrong, or the courier may have encountered a delay. Contact the shipping company with your tracking number and identification to arrange another attempt, then contact us if the issue continues.
Returns and Shopping Security
Can I swap an item for a different size?
Return or exchange requests are accepted within 30 days after delivery, subject to the applicable return conditions. Contact our team for instructions.
Is checkout protected?
The original store information states that secure systems and SSL technology are used to help protect information entered on the website against unauthorized access. Refer to the Privacy Policy for more information about how customer data is handled.
For further assistance, please contact cartuniva customer care.
E-mail: service@cartuniva.com
Customer Service: Mon–Fri, 09:00–18:00 (UTC+8).