Frequently Asked Questions

Ordering & Account

Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account allows for faster checkout, easy access to your order history and status, and the ability to receive exclusive promotions.

What if I forget my password?
On the login page, click “Forgot your password?” and follow the instructions sent to your email to reset it.

Can I update my information after placing an order?
Please contact us immediately if you need to update your email, name, or shipping address before your order is processed. Once an order has been shipped, details cannot be changed.

Payment

What payment methods do you accept?
We accept Visa, Mastercard, American Express, and PayPal. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

In what currency will I be charged?
All transactions are processed in U.S. Dollars (USD). If your card uses a different currency, the final charge will be converted by your card issuer based on their exchange rate.

Is my payment information secure?
Yes. All payments are processed through secure, SSL-encrypted systems. Your full credit card details are sent directly to our payment processor and are never stored on our servers.

Orders & Cancellations

Can I cancel or change my order?
Orders can be canceled within 48 hours of being placed and before they are processed or shipped, for a full refund. If your order has already shipped, you may choose to refuse delivery of the package. Once the package is returned to us, we will process a refund for you (deducting the outbound and return shipping costs).

Can I change my shipping address after ordering?
You may request an address change by contacting us before your order is processed. After processing or shipping begins, the address cannot be changed.

Can I use multiple discount codes on one order?
No. Only one discount or promotion code can be applied per order, unless specifically stated otherwise.

Shipping & Delivery

When will I receive my order?
Orders are typically processed within 1-3 business days and shipped the next business day. For US orders, estimated delivery is 3-5 business days after shipping. Delivery times are estimates and not guaranteed, as delays can occur due to carriers, weather, or customs.

How can I track my order?
Once your order ships, you will receive a confirmation email with a tracking number within 24 hours. You can use this number to track your package.

Why might my order ship in multiple packages?
Your order may be split into separate shipments if items are on backorder, exceed size/weight limits, or ship from different warehouse locations. You will receive tracking for each package.

Returns & Refunds

What is your return policy?
You may return items within 90 days of receipt if they are unused, in original condition and packaging, with proof of purchase. Contact our customer service team first for authorization and the correct return address.

Who pays for return shipping?
If the return is due to customer preference (wrong model, color, change of mind), the customer is responsible for return shipping. If it's due to our error (defective, damaged, incorrect, or missing item), Cartlofts covers the return shipping. Original shipping costs are non-refundable.

What is your refund process?
Refunds for approved returns are issued to the original payment method within 7-10 business days after we receive and inspect the return. If you haven't received your refund, first check your bank or PayPal account, then contact your payment provider (processing can take 3-5 days), and finally contact us if unresolved.

What about damaged or defective items?
If your product arrives damaged or defective, email us immediately at cs@cartlofts.com with your order number and clear photos. After verification, we will send a free replacement; you do not need to return the damaged item.

Support

How can I contact customer service?
For any questions, you can reach our support team at cs@cartlofts.com. We typically respond within 1-3 business days. Please check your spam or junk folder if you are expecting a reply.