FAQ

FREQUENTLY ASKED QUESTIONS

SHIPPING AND DELIVERY:

What are the delivery times?

Normally, orders are delivered within 7-15 business days after shipping, depending on the location. Product shipping occurs within 3 to 5 business days after payment confirmation in our system.  

Please note that, in certain cases, the delivery time may be extended due to delays, strikes, closures, high demand periods in delivery services, and other situations beyond our control.

We guarantee the delivery of your order and commit to refunding the full amount paid for products in case of loss or misplacement during the delivery process. All products are shipped with insurance against loss and free online tracking, ensuring the safe delivery of your product.

Shipping is FREE throughout Italy for orders over €50. Otherwise, the cost is €6.99

For more information about shipping, please see our Shipping and Delivery page.

I tracked my order and saw that the package was not located in the postal flow of the post office. What does this mean?

This may cause delivery delays. This notification indicates that the Post Office has not yet located the package registered with your tracking code among the received shipments. This process can take a few days. Once located, the package will be sent to the post office nearest to you and then delivered to the indicated address.

Can I change my delivery address?
Yes, it is possible. Since we prioritize timely delivery, this change must be requested immediately after payment approval during the order separation process. We have a short time frame to make this change to ensure fast delivery. If you need to change the address, please contact us as soon as possible.

Can I request a return or exchange?
Of course! If something is wrong or you simply changed your mind, you can request a return or exchange within 30 days of delivery. Just contact us with your order number and we will guide you through the entire process. The item must be unused and in its original condition.

Still have questions?
If you haven't found the answer you were looking for, we are here to help! You can write to us anytime at support@cartiv.org. Our team will gladly respond as soon as possible.

2 for 1 Promotion: Customer Responsibility

This promotion offers our customers the opportunity to buy two products for the price of one. However, it is important to note that the responsibility to add both items to the cart lies with the customer. For the promotion to be valid, the customer must add both promotional items to the cart during the purchase process.

Please pay attention and make sure to add both desired promotional items to the cart before proceeding to checkout. The store will not be responsible for errors or omissions in adding items to the cart that could invalidate the promotion.

Thank you for your understanding and cooperation. If you have any questions or concerns regarding this policy or any other promotion, please do not hesitate to contact our customer service.