SHIPPING COSTS:
The shipping costs incurred concerning the return of a product will be the responsibility of Carousell USA; This will ONLY apply to orders in the 48 continental states, D.C., Alaska, and Hawaii. The client is responsible for packing the package properly and carefully so that the product does not run the risk of getting lost or damaged during the shipment.
DAMAGED ARTICLES:
If you have received a damaged article, notify us immediately to obtain help within a maximum of 5 business days. Carousell USA counts on the necessary technology that guarantees that all the records regarding your purchase are stored. From the moment that you purchase to the delivery of our product.
ARTICLES ON «SALE»:
Unfortunately, articles and products in the «SALE» category are not eligible for reimbursement. Only full-price products are eligible for reimbursements.
INCORRECT ADDRESS:
Carousell USA is not responsible for the loss of products and packages due to incorrect addresses that have been provided by the client, (this includes incorrect apartment and house numbers, incorrect street, etc.). PLEASE MAKE SURE THAT YOU PROVIDE ALL THE CORRECT INFORMATION. Carousell USA is not responsible for orders that have not been claimed or that are rejected.
- HOW DO I CHANGE MY ADDRESS ON AN EXISTING ORDER ALREADY IN TRANSIT? Once the order has been processed and shipped (in transit) it is the client’s responsibility to contact the shipping company to make the necessary changes, which could add additional charges. Carousell USA is not responsible for any address changes.
- HOW DO I CHANGE MY ADDRESS ON AN EXISTING ORDER? If the order has been processed but has not been shipped, and you want to change the address, you must cancel the order and make a new purchase. We’ll charge a 3% transaction fee. This policy is in place to benefit the client and protect them from scams and frauds.
- HOW DO I CANCEL AN EXISTING ORDER THAT IS IN TRANSIT? Unfortunately, we cannot cancel your order in our customer service department. Once your order enters our shipping process, it cannot be modified or canceled. At that time, your order would be in transit to the provided address once the purchase was finalized. To receive a reimbursement, you can return the package in its original state to our corresponding department.
RETURNING AN ARTICLE:
Please pack the articles safely and carefully in the package alongside the order number written in a box or inside with a note explaining why you are returning it and indicating whether you wish to exchange the product or receive a reimbursement. In all cases, reimbursements will ONLY be made to the card that was ORIGINALLY used for the purchase. All shipping costs concerning returns will be borne by Carousell USA. This policy is only applicable to the 48 continental states, D.C., Hawaii and Alaska. Shipping costs derived from returns outside said territories are the client’s responsibility. Save the order’s tracking number so you can make sure that our department has received it. Returns must be to: Carousell USA Shipping Department 2832 Fashion Dr, Unit 103, Corona, CA, 92883. Please make sure that you include your order number to speed up the process.
REIMBURSEMENT:
INCORRECT ADDRESS OR UNABLE TO DELIVER:
If, for any reason, you provide the wrong address or the package cannot be delivered for any reason (caused by the client), you must wait until the product returns to our company to receive a reimbursement according to our following criteria:
ORDERS THAT COUNT WITH FREE SHIPPING:
NATIONAL ORDERS: You will be reimbursed less than 30% due to the manipulation of objects and replacement fees and added taxes. INTERNATIONAL ORDERS: WITHOUT SHIPPING, less than 30% of the purchase value will be reimbursed due to manipulation and replacement tariffs.
IN THE CASE THAT WE NEED TO CONTACT YOU TO CONFIRM YOUR ORDER:
In some cases, our system determines that there could be errors in the order, such as the address or the purchase being fraudulent. When this occurs, to protect the client, we’ll get in touch with them through email or phone call to request additional information and to verify the address. If we do not receive a response in 5 days, we’ll cancel the order and reimburse the money.
REIMBURSEMENT TIMES:
You must wait to receive your reimbursement within the four weeks following the delivery of your order. However, in many cases, reimbursement can be received sooner. This period includes the time to process your return. We take 5-10 business days to process your return once we receive it. Your bank can take 3-5 business days to process our reimbursement request.
CLAIM STATUS:
If the tracking indicates that your package has been received and the client claims that it did not arrive, we’ll begin a claim process with the delivery company in charge of your package, and they’ll start to take care of the process following their guidelines. USPS- The claim must be made after 15 days and before the 60th day following the delivery date. UPS FEDEX AND DHL- The claim must be made immediately to begin the investigation process. Investigations regarding claims can take between 30 to 40 days to obtain a resolution. We obtain a claim status from the delivery company, which will be the final response following the tracking of a reimbursement, replacement, or denial of a claim.
ABOUT STATE SALES TAXES:
We’d like to inform you that since February 2022, certain states in the U.S. have begun regulating «sales tax.» taxes as a mandatory item on every electronic purchase that is made. Due to legal and mandatory reasons, following the government’s guidelines, we’ve had to charge said amount of money corresponding to the tax. It is clear that the money from the sales taxes do not belong to us and that we do not profit from it.
It is a tax that we collect and give to the government, just as the clients pay it. We are grateful for your understanding in regards to this situation and the preference that you have for our products!
We hope that we can still count on you, and we will try to improve constantly! Thank you for your understanding! -Sincerely, Carousell USA.