FAQ

ORDER PLACEMENT & PRODUCT INFO

Q: How do I place my order?

A: To place an order, you must fill all the variant, size and quantity cells. Click “Add To Cart”, then you will be redirected to the payment interface. Kindly follow further steps to complete the purchase.

Q: I’m so excited to receive my order! How do I check my order status?

A: Two to three working days after you place your order, tracking information will be provided via email. You can expect the following time frame to receive your item:

Processing time: 3-6 working days (after this time frame, the tracking link will update)

Shipping time: 7-15 days.

In case you experience any problem when following up on your order, please do not hesitate to contact us via email at carnuoc@outlook.com

Q: I can't find my order and can't find the product.

A: Carnuoc has 4 online stores, you can find your order or product in other Carnuoc stores.
carnuoc.com / kauosi.com / scarnuoc.com / carnuoyy.com.

Q: What if I want to cancel or modify my order?

A: Within 24 hours since your order placement, you can contact our customer service team and request a cancellation or modification. After that time frame, we’ve already started working on your order and you’ll no longer be able to modify or cancel it.

Q: I placed my order but I have not received my confirmation email yet.

A: First, double check your spam folder and other email accounts. Please make sure that you provide us with the correct email address.

Can’t find it? No worries, just contact us and our customer representative will assist you!

Q: Where do my items come from?

A: We are a global enterprise with up to 15 suppliers all over the world (mainly in the US, Australia, Germany, United Kingdom and China). Depending on the variant, we’ll send the production request to a certain manufacturer, then they’ll process the order and ship it directly to your address.

Q: I’m not sure which size to choose, can you help?

A: Need help finding the perfect size to fit your beautiful body? Use the sizing chart information provided on each of our product pages.

Q: What is the difference between Advent Calendar Standard and Deluxe?

A: The deluxe version has better surprise gifts than the standard version.

PAYMENT

Q: What type of payments do you accept?

A: We only accept PayPal for now.

Q: How secure is my personal information?

A: Carnuoc adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Besides, it is only used to complete the requested transaction and is not subsequently stored. Read more in Privacy Policy.

Q: When can I expect to receive my package?

A: After placing the order, you can expect the following time frame to receive your item:

Processing time: 3-6 working days

Shipping time: 7-15 days

The duration depends on the shipping method and the destination country.

Q: Can I track my package?

A: Tracking number will be sent to you by email a few days after your order has been placed. Normally, it takes 3-6 days for tracking information to be available on the system. If you don’t receive the tracking information within the time frame above or the tracking link is unavailable, please contact our customer service team and we’ll be happy to assist!

Q: I never received my package, what should I do?

A: If your item has not arrived within 40 days since the order placement, kindly contact our staff through our Contact Us page and we will do our best to help you! The sooner, the better.

Regarding the missing or lost package:

We will not refund for any customer whose order is not received because of the inaccurate or incomplete shipping address.

If your tracking says your package was delivered but you did not receive it or the package is missing, it is your responsibility to first contact your local carrier to report the issue. Once you get the response, please email us at carnuoc@outlook.com and provide us with all the necessary information & the lost-item certificate (given by the courier), and we will figure out whether it is compulsory to either resend your order or issue a refund.

Q: How much is the shipping fee?

A: Once you’ve clicked through to Secure Checkout, you can enter your delivery address and continue to the shipping method. Shipping cost is then calculated and added to your subtotal at the bottom of the page.

Special promotion: We are offering the free-shipping option with the order over 50 US dollars.

Q: Tracking says “Returned to Sender”. What should I do?

A: If a package is returned to the sender by the shipping courier, it means that either your shipping address is incorrect or the courier cannot contact you for further delivery instructions. In fact, the parcel will not be returned to us but back to the overseas warehouse for re-dispatch. The estimated returning time is from 1 week to up to 3 months. In case three months since the last tracking update you don’t receive any news from us, please email us at carnuoc@outlook.com for a resend/refund option. We will reship the package to the customer for free after an address verification is completed by the customer.

Q: I ordered the wrong size or color, what should I do?

A: For any changes within 24 hours after order placement, please contact us at carnuoc@outlook.com and request for modification.

After the time frame above,You will need to return the shirt to us undamaged and we will send you a replacement shirt.

Q: I’m not satisfied with the printing quality, what should I do?

A: According to our policy, we can only offer an exchange/refund when the item is either defective or in a different category compared to the original order. If the printing patterns are faulty or smeared, kindly send us an email to inform us about the case together with some pictures of the product.

Q: I received the wrong item, what should I do?

A: We apologize for any inconveniences and we’d be delighted to help you right away by offering a free replacement order.

Kindly visit our return and refund policy page if none of the above answers your question.

CUSTOM DESIGNS

Q: I have an incredible design, can I send it to you and have it printed on a product?

A: We’d love to see your incredible design and print it for you! Just send your design to carnuoc@outlook.com stating clearly your idea & request then we’ll get back to you at the earliest.

CONTACT

At Carnuoc , we sincerely value our customers and if none of the above answers your questions, please feel free to contact us by email at carnuoc@outlook.com.