Frequently Asked Questions

How do I create my CarloPacific.com account?
You can create an account simply by clicking this link.
If you’re not ready yet, you can continue shopping and just create your accountwhen you check out.
Can I make changes in my account?
You can make changes in your account by logging in and clicking ‘Edit.’Make sureyou click ‘Save’ and note of the changes you made.
How safe is my account
We take great care in making sure that your personal information is safe with us.
What do I do if I forgot my password?
Go back to the log-in page and click the ‘Forgot Password’ link and we’ll help youfrom there. If you still encounter problems, send us an email athelp@carlopacific.com.
What do I do if I forgot my usernamae and the email address I registered?
Send us an email at help@carlopacific.com and we’ll help you from there.
Do you sell authentic products?
We take pride in offering only authentic brands and products. Absolutely no fakes and no knock-offs.
Can I order in bulk?
Yes, you can! Aside from the discounted bulk listing available in our website, you can also send us an email at orders@carlopacific.com for requests and specialarrangements.
How can I get informed of your new arrivals?
Subscribe to our newsletter so you won’t miss anything. Enter you email address on our subscription box at the bottom of our homepage. You may also follow us on our social media accounts. Facebook @mycarlopacific and Instagram @_carlopacific
Do you have a physical store?
We do not have a physical store. All orders are coursed through our website. Once ina while, we participate in pop-up events and bazaars. Keep updated by following us in our social media accounts.
What country are you shipping from?
CarloPacific.com ships from US to US, Canada, and Philippines. We also have ourdistribution warehouse in the Philippines.
Can I edit items in my cart?
If you have not completed the Check Out process, you can still edit the contents of your cart. However, to avoid mix-ups of orders and delay of delivery you are unable to edit your cart once you’ve completed your order. Double-check the items in your cart before proceeding to checkout.
Can I cancel my order?
We’re sorry to hear that you want to cancel your order. Can we know the reason so we can improve our service? Send an email to orders@carlopacific.com and providethe following information to verify your identity and process your order cancellation request: order number, first and last name, email address, shipping address, phone number, and reason for cancellation.
How do I know the status of my order?
Login to your CarloPacific.com account to see the status of your order.
For PayPal or Credit Card Payments
Pending Payment: you placed an order but PayPal or credit card payment isunsuccessful due to lack of funds
Processing: you placed an order; PayPal or credit card payment is successful. Yourorder is being processed.
Order in Transit: your order has been picked up from our local warehouse is alreadyout for delivery.
For Cash-on-Delivery Payments (PH only)
Processing: your order is being processed.
Order In Transit: your order has been picked up from our local warehouse and isalready out for delivery.
For Bank Deposit Payments (PH only)
On Hold: you have to make the bank deposit payment and email us your paymentslip. Otherwise, your order will be placed On Hold.
Processing: your order is being processed.
Order In Transit: your order has been picked up from our local warehouse is alreadyout for delivery.
Customer Care
Send us an email at help@carlopacific.com

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 cannot find 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.
For Philippine Customers
Are your products on hand in the Philippines?
We do our best to keep products on-hand in our Philippine warehouse. For productsthat are in our warehouse in the US, we request for your patience as some orderswill take a longer delivery time.
When will my order be processed?
If you selected Bank Deposit as payment method, it will be processed after you senda copy of your payment to orders@carlopacific.com.

If you selected PayPal as payment method, it will be processed as soon as paymentis reflected in our system, usually within 24 hours.

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

How do I track my order?
You will be contacted by our Customer Success Team a day before your order will beout for delivery. For provincial address, once generated we will email you yourtracking number.
What is the delivery time?
For orders shipping from our Philippine distribution warehouse:
Standard delivery to Metro Manila & Greater Manila address is 2-3 days
Standard delivery to non-Metro Manila addresses is 5-8 days

For orders shipping from our US warehouse:
Standard delivery to Metro Manila & Greater Manila addresses is 8-12 days
Standard delivery to non-Metro Manila addresses is 11-17 days

For bulk orders:
Standard delivery time nationwide is 20-30 days

How much is the shipping cost?
FREE SHIPPING NATIONWIDE for orders P1500 and above
For orders below P1500, here are the rates:
Metro Manila/Rizal – P50.00
Luzon – P100.00
Visayas/Mindanao Cities – P150.00
Visayas/Mindanao Provinces – P200.00

How do I pay for my orders?
Cash on Delivery (Metro Manila only
Bank deposit/bank transfer (BDO)
Paypal

Cash-on-Delivery (COD)
Cash-on-Delivery is available to buyers in the Greater Manila areas for orders up toP5000.00 only. This is to ensure safety of both our customers and our deliveryagents. For a smooth delivery transaction, prepare the exact payment amount upondelivery. Our delivery agents are focused in ensuring prompt delivery ofwell-packaged items.

Bank Deposit via BDO
Bank deposit via BDO is available to buyers nationwide. You have 3 business days todeposit your payment to avoid cancellation of your order. You can payover-the-counter, via internet banking, or via mobile banking. For over-the counter(OTC) payments, please indicate the following: order number, complete registeredname on CarloPacific.com. Please also take note that some branches may ask for afee for OTC, depending on your bank’s policies.

Account Name: ESHIP BPO CORPORATION
Account Number: 001440104296

Internet and Mobile Banking via BDO
You can use your BDO Mobile for payments. When making a payment throughinternet and mobile banking, indicate the order number and complete name onCarloPacific.com. There might be additional charges or maximum amount limit forsuch transactions, depending on your bank’s policies. Online and mobile transfersmade outside business hours of 9AM-6PM will be reflected to our system within 1-2banking days.

PayPal
PayPal is available to buyers nationwide. For a smooth PayPal transaction, ensureyou have funds in your PayPal account to avoid your order being placed on PendingStatus. When your order is placed on Pending status, you will have three (3)business days to make the payment.

How do I know if my payment went through?
You will receive your confirmation email with the details of your order. Check yourinbox, as well as spam or junk mail to make sure it doesn’t stay unnoticed. If by anychance you did not get a confirmation email, inform us immediately by sending anemail to orders@carlopacific.com and we’ll help you from here.
My order is placed on hold. What do I do?
If you already placed your order but you weren’t able to make a payment due to abank holiday or because it was a weekend, mak the payment as soon as you can andsend a copy of your payment slip to orders@carlopacific.com with your ordernumber.
Do you deliver on weekends?
We do deliveries from Mondays to Saturdays via EShip Door2Door
Can someone else receive my order?
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. We will assume that you haveauthorized a person you trust and we will not be liable for any loss or damage to theproduct after it has been received. If you have chosen the COD payment option,prepare the exact payment amount as our delivery agents do not carry change.
Do you deliver to an office address?
Yes, we deliver to an office address. Provide special instructions to the courier andto your office building security or admin officers. Remember that our delivery agentwill only wait for 15 minutes.
May I know the exact delivery date of my order?
You will be notified on the schedule of delivery before we dispatch your orderthrough SMS or email. On the day of delivery, an SMS text message or a phone callwill also be sent to you once our delivery agent is near your delivery address. Ourdelivery agent will only wait for 15 minutes.
May I request for a delivery schedule?
You may request for a delivery schedule. However there are no guarantees. We willdo our best to accommodate your request, but this will depend on the availability ofour delivery agents.
What happens if I missed the delivery?
If you did not have any advance requests and you are not home upon the delivery ofyour order or someone was not present to receive it on your behalf, you shouldsend usan email at orders@carlopacific.com for a second attempt to deliver. Wewill only attempt to deliver twice.
Who is your courier?
eShipD2d.com is the delivery arm of CarloPacific.com. To learn more about them,click here.
What about 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.
For United States & Canada Customers
When will my order be processed?
US and Canada:
Handling is 24-48 hours
How do I track my order?
We ship USPS for all orders with exception of heavy bulk packages. For orders above5lbs, we ship via FedEx. Tracking numbers will be sent to your email address.
What is the delivery time?
Standard delivery to US addresses is 5-7 days via USPS or FedEx
Standard delivery to Canada address is 7-14 days via USPS or FedEx
How much is the shipping cost?
US:
Shipping is FREE to contiguous US for all orders with the exception of heavy bulkpackages. For orders above 5lbs, our Customer Success Team will contact you foradditional cost.

Canada:
USPS First Class International
$10.950-2 lbs
$19.952-4 lbs
USPS Priority International – $24.95

How do I pay for my orders?
USA & Canada:
Visa, Mastercard, American Express, Paypal
How do I know if my payment went through?
You will receive your confirmation email with the details of your order. Check yourinbox, as well as spam or junk mail to make sure it doesn’t stay unnoticed. If by anychance you did not get a confirmation email, inform us immediately by sending anemail to orders@carlopacific.com and we’ll help you from here.
My order is placed on hold.What do I do?
If you already placed your order but you weren’t able to make a payment due to abank holiday or because it was a weekend, mak the payment as soon as you can andsend a copy of your payment slip to orders@carlopacific.com with your ordernumber.
What about Returns, Refunds, and Exchanges?
We accept returns of unopened products within 30 days from the day you received 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 products, 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.