FAQ Policy Page
Last updated: Today
How long does shipping take?
Orders are typically processed within 1–3 business days.
Once your order has been dispatched, estimated delivery within Canada is generally 5–15 business days.
Please note that delivery times are estimates and may vary due to factors such as carrier delays, customs processing, weather conditions, or periods of high demand.
Where are orders shipped from?
To provide a wider product selection and faster order fulfillment, many items are shipped directly from our trusted international fulfillment partners.
Depending on product availability, your order may be dispatched from one of our overseas warehouses, including locations in Asia.
This fulfillment method helps reduce unnecessary handling and allows us to deliver your order as efficiently as possible.
Do you offer free shipping?
Yes.
We are pleased to offer free standard shipping on all orders delivered within Canada, with no minimum purchase required.
What is your return policy?
We offer a 30-Day Money-Back Guarantee.
If you are not completely satisfied with your purchase, simply contact us within 30 days of receiving your order and our support team will guide you through the return process.
How do I request a return?
To start a return, please email:
To help us process your request quickly, please include:
- Your full name
- Your order number
- The reason for your return
- Photos of the item if it is damaged, defective, or incorrect
Our customer support team will review your request and provide the next steps.
Who pays for return shipping?
For returns due to:
- Change of mind
- Incorrect size selection
- Unwanted items
the customer is responsible for the return shipping costs.
If your approved return must be sent to one of our international fulfillment partners, the customer is responsible for arranging and paying for the return shipment.
Nothing in this policy limits any rights you may have under applicable Canadian consumer protection laws.
When will I receive my refund?
Once your returned item has been received, inspected, and approved, your refund will be issued to the original payment method used for your purchase.
Please note that your bank or payment provider may require several additional business days to process and post the refund to your account.
What should I do if I receive a damaged, defective, or incorrect item?
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please include:
- Your order number
- A brief description of the issue
- Clear photographs of the product and its packaging
Our support team will investigate the issue promptly and work with you to provide an appropriate solution, which may include a replacement, store credit, or refund depending on the circumstances.
How can I contact Customer Support?
If you have any questions about your order, shipping, returns, payments, or any other matter, our Customer Support team is here to help.
Carivella Customer Support
📧 Email: info@carivella.com
🌐 Website: Carivella.com