Shipping & Return Policy

Overview

• Carote® provides domestic ground shipping for all our products within the continental US. Once processed, orders shipped through ground usually take 2-4 business days to be delivered.

• To track your order's delivery status, you can use the tracking link we send via email and message, or simply log in to your account to trace the order directly.

• We offer a 30-day return policy with no reason required from the date of delivery, and you will receive a full refund for your returned item.

• For any quality issues within the 1-year warranty period, please contact us directly. Our warranty covers the replacement of the entire item with a new one, excluding any damages caused by the customer.

• If you have any further inquiries, please reach out to our Customer Service department for assistance.

Delivery method, Shipping cost and Timeframe

1.1 Shipping Matters

*Please note that we do not offer office pick-ups.

• Carote® holds no responsibility for any issues arising from incorrect or incomplete addresses provided by customers. In such cases, the customer may be required to cover additional charges for re-delivery.

• Once you receive the package tracking number, you can check the delivery status by visiting the provided link.
• After your order is confirmed, we will dispatch your package to our courier partners within 1-2 business days. While we strive to ensure timely delivery within the specified timeframe, please note that unexpected delays may occur due to unforeseen circumstances beyond our control once the package is handed over to third-party courier partners.

• Please carefully inspect the goods for any deficiencies or damages upon collection.

Return Policy

Please follow below simple steps to return items.

Kindly contact our Customer Service Team and provide & send the following information, follow these steps so that we can better facilitate your return request, please make sure your return could meet our warranty here.

• 1. Full name and Order no. (can be found in your member account)
• 2. Reason(s) for return
• 3. Name of item(s) to be returned and its respective quantity
• 4. Photographs (e.g. the defective part or whole package to show any missing content)
• 5. Please indicate if the seal of item(s) has been removed or unwrapped

*Please note that the customer should bear the shipping cost for returning the item(s) to Carote® and be responsible for the safety of the delivery. (if the return is classified under "Unopened").

2.1 30 days no-reason return policy

We offer 30 days, no-reason return policy. If you receive the product and are not satisfied, you can ask for a return with no reason for 30 days from the delivery date and get a full refund. All product returns must be shipped back in their original form of packaging and include all accessories.

If the packaging are returned in poor condition or missing any parts, or is damaged during return shipping because it wasn't packaged correctly, we reserves the right to charge a restocking and repacking fee for the loss in the item's value.

2.2 The product which is defected after 30 days from the delivery date.
Please note the options below:

• For handle, lid and knob of the products, we offer 1-year warranty. Warranty is the defective part replacement with the new one.  If the handle, lid or knob is defective, we will pay the shipment cost and send you a new replacement for free and in case the handle, lid or knob is damaged by the customer, we still send a free replacement but the customer will pay the shipment cost. Please refer to cookware care&cleaning page to follow the instructions before the first use, cleaning etc. See more in our warranty

• For non-stick coating, we offer 1-year warranty. The warranty covers the whole item replacement with a new one and does not cover the issues related to damages made by the customer. Please refer to the the cookware care&cleaning page to follow the instructions before the first use, cleaning etc. In this case, the customer will pay the shipment cost. See more in our warranty

Refund

3.1 Refund Payment

• Any refunds will be processed via the original form of payment.
• PayPal: Your refund will be credited into the same account your payment came from.
• Credit Card: Your refund will be credited into a bank account designated by you. Please note funds return may take a few business days to clear after refund confirmation.

*Your refund will be processed as soon as the returned product is inspected by our Quality Assurance Team (QAT) and confirmed that it fits within our Return Policy. Upon QAT’s approval, refund process takes about 2-3 business days. Refund can only be made payable via chosen payment method during sales. (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider,

3.2 Refund Process

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and your return request will be processed within 2 business days. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
• For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.
  

Please contact Customer Service directly if you have any further queries.