Shipping policy

At Cartora, we want your order to arrive safely and as smoothly as possible. This Shipping Policy explains how we process, ship, and track orders placed through our website.

1. Order Processing

Orders are processed after your payment has been successfully confirmed.

Please allow [1–3 business days] for order processing before your package is shipped.

Orders placed on weekends or public holidays may begin processing on the next business day.

During busy periods, holidays, promotions, or unexpected circumstances, processing may take longer than usual. If there is a significant delay, we will make reasonable efforts to keep you informed.

2. Shipping & Delivery Times

Once your order has been shipped, delivery time depends on your destination, shipping method, carrier, and other circumstances that may affect transportation.

Estimated delivery times are provided at checkout where available.

Estimated delivery:

  • Domestic orders: [X–X business days]

  • International orders: [X–X business days]

Delivery estimates are not guaranteed delivery dates. Carrier delays, customs processing, weather, public holidays, high shipping volumes, and other circumstances outside our reasonable control may affect delivery.

3. Shipping Costs

Shipping costs are calculated and displayed at checkout based on your delivery destination, order details, and available shipping method.

If Cartora offers free shipping or promotional shipping rates, the applicable terms and eligibility requirements will be displayed on our website or at checkout.

We recommend reviewing the final shipping cost before completing your purchase.

4. Shipping Destinations

Cartora may offer shipping to selected domestic and international destinations.

Available destinations and shipping methods may vary depending on the products in your order and the destination address.

If shipping is unavailable to your location, this will be indicated at checkout or communicated before fulfillment where reasonably possible.

5. Order Tracking

When tracking is available, you will receive shipping or tracking information by email after your order has been dispatched.

Please allow some time for tracking information to become active after the carrier receives and scans your package.

You can use the tracking information provided to monitor your shipment's progress.

6. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information when placing an order.

If you notice an incorrect address, please contact us as soon as possible at [CUSTOMER SUPPORT EMAIL].

We cannot guarantee that an address can be changed after an order has been processed or shipped.

Additional shipping costs may apply if an order needs to be reshipped because an incorrect or incomplete address was provided.

7. Delayed Orders

Although we work with shipping providers to deliver orders within the estimated timeframe, delays can sometimes occur.

Possible causes include:

  • Carrier delays

  • Severe weather

  • Public holidays

  • Customs processing

  • Incorrect or incomplete address information

  • High shipping volumes

  • Transportation disruptions

  • Other circumstances outside our reasonable control

If your order appears significantly delayed, please contact us with your order number so we can help investigate the shipment.

8. Lost or Missing Packages

If your tracking information shows that an order was delivered but you cannot locate it, please first check with household members, neighbors, building management, or the delivery location listed by the carrier.

If you still cannot locate your package, contact us at [CUSTOMER SUPPORT EMAIL] with your order number and tracking information.

We will work with the relevant carrier or fulfillment provider to investigate the issue and determine the appropriate next step.

9. Damaged Packages

Please inspect your package when it arrives.

If your order arrives damaged, contact us as soon as reasonably possible and provide:

  • Your order number

  • A description of the damage

  • Clear photographs of the package

  • Clear photographs of the affected product

  • Any other information we may reasonably request

Do not discard the packaging until the issue has been reviewed, as it may be required for a carrier claim.

10. International Shipping

For international orders, delivery times may be affected by customs clearance, import requirements, local regulations, or other factors in the destination country.

Depending on your location and the shipping arrangement, you may be responsible for applicable customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

These charges are generally outside Cartora's control.

Please check your local customs and import requirements before placing an international order.

11. Multiple Products in One Order

If your order contains multiple products, your items may occasionally be shipped separately depending on product availability, fulfillment location, or shipping arrangements.

If this occurs, you may receive more than one tracking number or delivery.

You will not be charged additional shipping fees solely because your order is divided into multiple shipments unless the applicable shipping terms clearly state otherwise.

12. Shipping Restrictions

Certain products, destinations, or shipping methods may be subject to restrictions imposed by carriers, customs authorities, manufacturers, or applicable laws.

If we are unable to ship an item to your destination after your order has been placed, we will contact you regarding the available options.

13. Returns & Refunds

Shipping-related returns and refunds are handled according to our Return & Refund Policy.

If you receive an incorrect, damaged, or defective product, please contact us before returning the item so we can provide the appropriate instructions.

14. Contact Us

If you have questions about shipping, delivery, or an existing order, please contact us:

Please include your order number when contacting us about an existing order so we can assist you more efficiently.

We appreciate your trust in Cartora and will always do our best to provide a smooth and reliable shopping experience.