Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
If you need to change something on your order, such as the delivery address, email us at support@cartihuniverse.com as soon as possible with your order number. Orders are processed within 1–3 business days, so we can’t guarantee changes once processing has started.
How can I track my order?
How can I track my order?
Your shipping confirmation email includes a tracking number and link. You can also use our order tracking page or check “Orders” in your account.
What if there is a problem with my order?
What if there is a problem with my order?
Please email support@cartihuniverse.com or use our contact form with your order number and a short description of the issue, and we’ll help as quickly as we can.
I didn't receive all of my order. What should I do?
I didn't receive all of my order. What should I do?
Items in one order can ship from different warehouses and arrive separately. Check your shipping confirmation emails for multiple tracking numbers. If something still seems missing, email us with your order number and we’ll look into it.
Returns & Exchange
What is your returns policy?
What is your returns policy?
You have 30 days after receiving your item to request a return. Items must be unused, in the condition you received them, with tags and original packaging. Some items, such as beauty and personal care products and sale items, can’t be returned. See our refund policy for full details.
How do I initiate a return?
How do I initiate a return?
Email support@cartihuniverse.com with your order number and the item you’d like to return. If the return is accepted, we’ll send instructions on how and where to send it. Items sent back without requesting a return first can’t be accepted.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
The fastest way to get a different item is to return the original (if it’s eligible) and place a new order for the item you want.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
We’ll let you know once we’ve received and inspected your return. Approved refunds go back to your original payment method within 10 business days; your bank may need extra time to post it.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Orders are processed within 1–3 business days and ship with tracking. Delivery estimates for your address are shown at checkout, and full details are in our shipping policy.
What shipping options do you offer?
What shipping options do you offer?
The shipping options and prices available for your address are shown at checkout before you pay.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
