Shop authentic products for you and your family

Frequently Asked Questions

Frequently Asked Questions

We’re here to help.

My Account

Do you want to know how to create an account?

To shop at CarloPacific.com without the hassle of filling out details every time you want to make a purchase, you need to create an account by clicking this link. But if you don’t want to this yet, you can continue shopping and just create your account when you check out.

Do you want to change details in your account?

You can change details in your account by logging in. Just click “Edit” to make the necessary changes. Make sure you click “Save” and note of the changes you made.

Do you want to know if your account information is safe with us?

Absolutely! We take great care in making sure that your personal information is safe with us.

Did you forget your password?

Stay calm. Go back to the log-in page and click the “Forgot Password” link and we’ll help you from there. If you still encounter problems, send us an email at help@carlopacific.com.

Did you forget your username or registered e-mail address?

No need to panic, send us an email at help@carlopacific.com and we’ll help you from there.

Do you want to subscribe or unsubscribe from our newsletter?

We know that you want to be updated with the hottest deals and new promotions that we have here in CarloPacific.com and we’re excited to share it with you. Just go to our homepage, scroll down at the bottom, enter your email address on the subscribe box and we’ll keep in touch.

To unsubscribe, check one of our newsletter emails in your inbox, scroll down to the bottom of the page to look for the question if you want to “unsubscribe,” click on it and we’ll take note of your request. You can always change your mind and subscribe again.

Before I Order

Who is CarloPacific.com?

CarloPacific.com is an online marketplace where Filipinos in the Philippines can buy authentic products from sellers in the US, Philippines and even other parts of the world. CarloPacific.com is owned by Forex Cargo, Inc., an industry leader in balikbayan box delivery, shipping and fulfillment services for 35 years.

Do you want to know if our products are authentic?
Our marketplace takes pride in offering authentic brands and products. Absolutely no fakes and no knock-offs.
Do you want to know about the latest products?

We post not only our latest products but also our bestselling products on our homepage. We highly recommend that you subscribe to our newsletter so you won’t miss anything. You may also follow us on Facebook @mycarlopacific and Instagram @_carlopacific for for updates.

Do you want to know if you can order in bulk?

For bulk order inquiries, send an email to orders@carlopacific.com with the following information:

  1. Product
  2. Listing Link from our site
  3. Quantity / Bulk Order
  4. Delivery Address
Do you want to know if the products are on-hand in Philippines?

On-stock availability of products depends on our sellers in the marketplace.

Some sellers’ warehouse is located overseas, taking at least 8-12 days delivery to a Metro Manila address with additional 3-5 days to reach provincial areas. Some sellers’ warehouse are located in the Philippines and that should be quick, with 2-4 days delivery time to Metro Manila and additional 3-5 days to reach provincial areas.

Please be patient if some orders may take a longer delivery time as we take great care in making sure that we source only authentic products for you.

Do you want to know if we have a physical store?

We do not have a physical store. CarloPacific.com is an online marketplace. All orders are coursed through our website.

My Payment Options

Do you want to know about the different ways to pay?

We always want transactions to be easy and convenient as possible. We are offering you the following options:

  • Cash on Delivery (COD)

This is currently available to buyers with shipping address in Greater Manila areas. Prepare the exact amount because our delivery agents do not carry change. If the total amount of your order exceeds P5,000.00, we will ask you to make your payment through BDO or PayPal.

  • Bank Deposit

You have 3 business days to deposit the payment to avoid cancellation of your order. You can pay over- the-counter, via internet banking or via mobile banking.
When making an over-the-counter payment, get the deposit slip and indicate your Order Number and Complete Name registered on CarloPacific.com. Some branches may ask for a fee, depending on your bank’s policies.
When making a payment through internet and mobile banking, indicate your Order Number and Complete Name registered on CarloPacific.com. There might be additional charges or maximum amount limit for such transactions, depending on your bank’s policies.
Online and mobile fund transfers made outside business hours of 9am-6pm will be reflected to our system within 1-2 banking days.

  • PayPal

Make sure you have funds in your PayPal account, otherwise, your Order will be on Pending status. You have 3 business days to make the payment to avoid cancellation of your order.

Do you want to know if you can use your BDO Mobile App?

You can use your BDO Mobile for payments.

Do you want to know our bank details?

Here are the bank details:

Bank: Banco de Oro (BDO)

Account Name: ESHIP BPO CORPORATION

Account Number: 001440104296

ESHIP BPO CORPORATION is the delivery arm of CarloPacific.com.

Do you want to make sure that your payment went through?

Like in any transaction, you will receive your confirmation email with the details of your order. Check your inbox, as well as spam or junk mail to make sure it doesn’t stay unnoticed. If by any chance you did not get a confirmation email, inform us immediately by sending an email to orders@carlopacific.com and we’ll help you from there.

Do you want to know if we can hold your order?

If you already placed your order but you weren’t able to make a payment due to a bank holiday or because it was a weekend, make the payment as soon as you can and send a copy of your payment slip to orders@carlopacific.com with your Order Number.

Do you want to know if we accept major credit cards?

We do not accept credit card payments as of the moment. We are currently working to make this option available to CarloPacific.com community.

Do you offer COD?

Yes, we offer COD to buyers with Metro Manila address.
We offer BDO (over-the-counter, ATM, mobile, internet banking) and PayPal payment options to buyers with non-Metro Manila address and with Metro Manila address.

Do you want to know if there is a limit to our COD option for Metro Manila customers?

Yes, we have limited Cash-on-Delivery transactions to Metro Manila to P5,000.00. We have done this to ensure the safety of both our customers and our delivery agents. When the total amount of your order cart goes beyond P5,000.00, you will be prompted to select bank deposit or PayPal as your payment method.

Do you want to know how to do Cash on Delivery (COD)?

If you have chosen the COD payment method, you need to remember the following:

  • COD payments are only available within Metro Manila.
  • We will be sending you an SMS or an email confirming your order’s delivery date and we need you to reply to these messages with your confirmation.
  • We send off your packages and deliver them with care to your doorstep. Please prepare the exact amount of payment for your order, as our delivery agents do not carry change.
  • In the event that you will not be present in the delivery address on the delivery date, have someone receive the order on your behalf with the exact payment amount. We will assume that you have authorized a person you trust and we will not be liable for any loss or damage to the product after it has been received.
  • All orders are final once it has been confirmed. We can no longer cancel your order at this point. If you refuse to accept the order after confirmation and us having to deliver it to you, we will take away your opportunity to use the COD payment method.
  • We want all transactions to be free of hassle and we hope you do the same. Our delivery agent will only wait for 15 minutes at your delivery address. If for some reason you are unable to receive your order, this will go back to our warehouse and you will lose the opportunity to use the COD payment method. Hopefully, this won’t happen.

My Delivery

Do you want to know where we can deliver?

Great news! We now deliver nationwide! That means within Metro Manila and to any address in Luzon, Visayas and Mindanao. There may be areas which are hard to reach and we’re sorry if we cannot accommodate those areas at this time. Rest assured that we are doing our best to deliver even in hard-to- reach areas.

Do you want to know our delivery time?

Our standard delivery time is 8-12 days to a Metro Manila address. Please add 3-5 days (to the 8-12 days) to a non-Metro Manila address.
Your products are sourced globally to ensure it being 100% authentic and because of this, some products may take longer to be delivered. For bulk orders, delivery time is 45-50 days. Thank you for your patience and understanding.

Do you want to know how much we charge for shipping?

We charge a shipping fee for every quantity ordered depending on your delivery address. See below:

Metro Manila – P50.00

Luzon – P100.00

Visayas & Mindanao – P150.00

Do you deliver on weekends?
We do deliveries from Mondays to Saturdays.
Do you want to know if you can track the delivery of your order?

We are currently working on a system that will allow you to track the status of your order. In the meantime, you will be contacted by Team CarloPacific.com before your order will be out for delivery.

CarloPacific.com is owned by Forex Cargo Inc., a reliable leader in the balikbayan box delivery service for 35 years, so you don’t have to worry about your order because you can definitely count on us. Sit back and relax while we process your order.

Do you want to know if someone else can receive your delivery?

In the event that you will not be present in the delivery address on the delivery date, have someone receive the order on your behalf with the exact payment amount. We will assume that you have authorized a person you trust and we will not be liable for any loss or damage to the product after it has been received. If you have chosen the COD payment option, prepare the exact payment amount our delivery agents do not carry change.

Do you want to know if we deliver to an office address?

Yes, we can deliver to an office address. Please provide special instructions to the courier and to your office or building security or admin officers. Remember that our delivery agent will only wait for 15 minutes.

Do you want to know the exact delivery day of your order?

You will be notified on the schedule of delivery before we dispatch your order. A phone call or an SMS text message will also be sent to you once our delivery agent is near your delivery address. Please doyour part to make this transaction hassle-free and respect our delivery agent’s time. Our delivery agent will only wait for 15 minutes.

Do you want to know if you can request for a delivery reschedule?

Yes, you may request for a delivery reschedule, however, there are no guarantees. We will do our best to accommodate your request but this will depend on the availability of our delivery agents.

Do you want to know what happens if you missed your delivery?

If you did not have any advance requests, and you are not home upon the delivery of your order or someone was not present to receive it on your behalf, you should send us an email at orders@carlopacific.com for a 2nd attempt to deliver. We will only attempt to deliver twice.

Do you want to know who our courier is?

ESHIP BPO is the delivery arm of CarloPacific.com. To learn more about them, click here

My After Sales

Do you want to know if you can edit the items in your cart?

To avoid mix-ups of orders and delays in your delivery, you cannot edit the items in your cart once you’ve completed the order. Make sure to double-check the items in your cart before proceeding to check out. Should you want to add more items and you have already completed the transaction, just place another order.

Do you want to know why some items disappeared from your cart?

A lot of shoppers actually like similar items and all of them want to get a hold of these items first. Don’t think that someone stole it. You might have accidentally left the items unattended. We suggest that when you put something in your cart, proceed immediately to check out and finalize your order.

Do you want to know when your order will be processed?

If you selected Bank Deposit payment method, it will be processed after you email a copy of your payment to orders@carlopacific.com. 

If you selected PayPal payment method, it will be processed as soon as the payment is reflected in our system.

If you selected COD, the order will be processed right away.

Do you want to know how you can cancel your order?

We’re sorry to hear that. Could we know the reason why so we can improve on our service? Send an email to orders@carlopacific.com and provide the following information to verify your identity and process your order cancellation request:

  1.  Order Number
  2. First & Last Name
  3. Email Address
  4. Shipping Address
  5. Phone Number
  6. Reason for Cancellation
Do you want to know our policy on Returns, Refunds, and Exchanges?

We accept returns, refunds, or exchanges for products received with defect or damage only within 7 days upon receipt of your order. Products should be in its original condition when purchased and must not be used. Send us an email at orders@carlopacific.com of the description of your problem and attach pictures of the damaged or defective product. If by any chance you received the wrong product, email us at orders@carlopacific.com and we will send you the right product as soon as we can! Sale items are non- refundable and non-returnable.

Do you want to follow up on your order/s?

We understand how excited you are to receive your order! To ensure that we only sell you products that are authentic, delivery will take some time as most of our products are sourced globally.
We appreciate your patience with the delivery time.

8-12 days to Metro Manila address
Add 3-5 days more to a non-Metro Manila address

You will receive an email or a phone call before your order will be delivered.

If you’re wondering why we have not yet delivered your order after the specified delivery time, maybe something went wrong. Send us an email at orders@carlopacific.com with the subject:
Help! Order #________. And we will figure out what went wrong or what caused the delay so we can resolve the problem.

Do you want to know the status of your order?

When you login to your account, you will see the following statuses:

COD

Processing – you placed an order and we have received your order

Order In Transit – your order has been picked up from our local warehouse is already out for delivery

Bank Deposit

On Hold – you placed an order, we received your order and we are waiting for you to email your payment slip

Processing – we have received your payment slip and we are processing your order

Order In Transit – your order has been picked up from our local warehouse is already out for delivery

Paypal

Pending Payment – you placed an order but Paypal payment is unsuccessful due to lack of funds

Processing – you placed an order, we received your order and Paypal payment is successful

Order In Transit – your order has been picked up from our local warehouse is already out for delivery

Do you want to know if you can order in bulk?

For bulk order inquiries, send an email to orders@carlopacific.com with the following information:

  1. Product
  2. Listing Link from our site
  3. Quantity / Bulk Order
  4. Delivery Address
Do you want to know how to track if your order is already out for delivery?

We are currently working on a system that will allow you to track the status of your order. In the meantime, you will be contacted by Team CarloPacific.com before your order will be out for delivery.

CarloPacific.com is owned by Forex Cargo Inc., a reliable leader in the balikbayan box delivery service for 35 years, so you don’t have to worry about your order because you can definitely count on us. Sit back and relax while we process your order.

My Aztec Secret Orders

Do you want to know if our Aztec Secret is authentic?

CarloPacific.com marketplace takes pride in offering authentic brands and products, including our bestselling Aztec Secret Indian Healing Clay. Absolutely no fake and no knock-offs.

Do you want to know if our Aztec Secret is on-hand?

Depending on the availability or on the volume of orders we get. We have stocks on hand in our Philippine warehouse and we have stocks in our US warehouse.

Do you want to know if you can order Aztec Secret in bulk?

For bulk order inquiries, send an email to orders@carlopacific.com with the following information:

  1. Product
  2. Listing Link from our site
  3. Quantity / Bulk Order
  4. Delivery Address

My Customer Care

Do you want to know our operating hours?

We care about you! Team CarloPacific.com is open on Mondays to Fridays, 9AM to 6PM and on Saturdays, 9AM to 1PM

If you send us an email, kindly give us 24-48 hours to respond to your concern. Day in and day out, we are committed to improve our service to you.

Are there any products that you’re looking for but you cannot find them in our website?

Send us an email at help@carlopacific.com of the product that you’re looking for and we will do our best to source it globally.

Happy Shopping!

Love,

CarloPacific.com