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Shipping & Return Policy
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Carote® offers domestic ground shipping for all our products in the continental US.
- Orders shipped through ground usually take 2-4 business days to deliver once processed.
- You may proceed to check the delivery status through the tracking link we send by e-mail&message, or you could login into your account to trace your order directly.
- You can ask for return with no reason for 30 days from the date of the delivery and get full refund.
- You can contact us if there's any quality problem during 1-year warranty. The warranty covers the whole item replacement with new one and does not cover the issues related to damages taken place by the customer.
- Please contact Customer Service directly if you have any further queries.
Delivery method, Shipping cost and Timeframe
1.1 Shipping Matters
*Please note that we do not offer office pick-ups.
We will not be liable for incorrect or incomplete address provided by the customers and order may be subjected to top-up for re-delivery.
You may proceed to check the delivery status here after you have received the package tracking number.
Upon order confirmation, your package will be dispatched to our courier partners within 1-2 business days. You can expect your delivery within the above timeframe.(but there may be unexpected delays due to unforeseen circumstances beyond our reasonable control after handing the package over to third-party courier partners). You shall examine the goods upon collection for any deficiencies and/or damages.
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 Within the 30 days after the delivery date
You have received a defective product.
- If you received a defective item, you can ask for full refund or replacement with new product. Please make sure that the package is still available and send us the pictures of the item. Once we confirm it, we will arrange it with you to refund or send you a new item according to your request.
The product is not defective but you still intend to get refund.
- You can ask for a full refund but please make sure that you have not used the item and it will not affect the second sale as the brand new item later. In this case, you should pay the courier service to ship the item back to our warehouse. When we receive the item in our warehouse, we will refund you.
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
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.
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