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CARBON38 REWARDS

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FAQs

Go to category...ORDERS & TRACKINGRETURNS & EXCHANGESSHIPPINGSALES & PROMOSINTERNATIONALCARBON38 REWARDS

ORDERS & TRACKING

Where is my order?

Once your order ships, you'll receive a confirmation email with your tracking number. Please allow up to 24 hours for tracking activity to update.

Please allow up to 24 hours from when you receive your tracking number for the activity to update.You can also find your tracking number by logging into your Carbon38 account.

On Desktop

Select “Order History” from the drop-down menu at the top right corner of the screen.
Select “View Order” next to the order number you wish to track to find tracking information.

On Mobile Browser

Select “My Account” from the drop-down menu at the top left corner of the screen.
Select “Order History” and “View Order” to track your order by order number.

International Orders

Track via Global-e tracking ( https://web.global-e.com/Order/Track/mZho).

When will my order ship?

Economy & Economy Select: Ships within 1–2 business days.

Expedited & Overnight: Orders placed by 1:00 PM PT Mon–Fri ship same day.

Orders placed after 11:00 AM PST on Friday or on weekends ship the following Monday (excluding major holidays). Occasionally, orders are held for review, which may cause delays.

Can I cancel or make changes to my order after placing it?

Once an order is placed, it cannot be changed or canceled. Our warehouse begins processing orders immediately, so we're unable to intercept them after submission.

If you need a different size or color, place a new order and return the original once it arrives.

How do I track my order?

Once your order has shipped, we will send a confirmation email that includes tracking information.

You can also find your tracking number by logging into your Carbon38 account.

Please allow up to 24 hours from when you receive your tracking number for the activity to update.

From your desktop:

1. Select “Order History” from the drop-down menu at the top right corner of the screen.

2. Select “View Order” next to the order number you wish to track to find tracking information.

From your mobile browser:

1. Select “My Account” from the drop-down menu at the top left corner of the screen.

2. Select “Order History” and “View Order” to track your order by order number.

RETURNS & EXCHANGES

What is your return policy?

You have 30 days from your order delivery date to request a return. All items must be unworn with the original tags attached. All items are returnable, except for the following:

Items marked final sale, gloves and arm warmers, socks and leg warmers, headbands, water bottles, lingerie, hair ties.

Swimwear should be tried on over underwear for sanitary reasons and must have a protective hygiene strip intact.

We reserve the right to return any item that does not comply with our return policy.

Canadian shoppers are eligible for a full refund of Duties & Taxes on returns.

Do you offer exchanges?

Yes, we do on eligible items! Please note: final sale items are not eligible for exchange.

If you requested an exchange through our returns portal, your new order will ship once we've received your original item back at our warehouse and it's passed through our inspection process. We want to make sure everything is in order before sending out your new piece!

As soon as your exchange is ready to go, you'll receive a shipping confirmation email with your tracking information.

For U.S. Orders: [Start a Return or Exchange]

For International Orders: [Start a Return or Exchange]

How do I return or exchange a U.S. order?

For a cost of $6.99 we will provide a UPS return label so you can box and ship your items. Start your return here .

Once the return has been received at our warehouse and processed, we will issue the refund and you will receive an email notification.

For international returns, click here.

How do I return or exchange an International order?

You can initiate your return by clicking here.

Please follow these instructions:

Enter your order number and your email address

Select the items you wish to return

Select the return method

Please note that there is a € 15.00 return label fee for returning your order. This fee will be deducted from your return refund.

After you submit your return you will be given the option to print your return label. A copy of the return label will also be emailed to you. (Please check your spam if you don’t find it in your main inbox.)

After you print your label, all you need to do is pack your return in the box/packaging it was received in and affix the return shipping label. Then you are ready to ship your return back!

Please allow 5-10 business days for a refund to be credited back to your payment method, once the order has reached the International Returns Hub and has been inspected.

Canadian shoppers are eligible for a full refund of Duties & Taxes on returns.

How long does it take to process a return?

Once your return has been shipped back to us, please allow up to 5-10 business days for the return to be processed at our distribution center.

If you choose to return for store credit, your credit will be available in your Carbon38 account for immediate use as soon as the return is processed.

If you choose to return for a refund, you can expect to receive it in your bank or credit card account within 5-10 business days. Processing times vary and are subject to your bank.

If you paid with any other payment method, your refund will be issued to the original form of payment. We will notify you via email once your return has been processed.

When will my exchange order ship?

Once we've received your original item back at our warehouse, our team will inspect it — this process takes 5–10 business days.

As soon as everything checks out, your exchange will ship and you'll receive a confirmation email with your tracking information.

How do I get a refund if I use a gift card AND credit card?

All refunds made on purchases paid with both gift card and credit card will be refunded as such in the same amount that was paid on each payment type.

SHIPPING

How much does shipping cost?

Economy (6-10 business days) is $6.99, or free if order value is over $199.

Economy Select (3-4 business days) is $12.

Expedited (2 business days) is $25.

Overnight (next business day) is $50.

How long will it take for my order to arrive?

For Economy shipments within the US, you can expect your order to arrive in 6-10 business days once it has shipped from our distribution center. Domestic shipping guidelines apply to shipping within the contiguous United States only.

Orders shipped to Alaska, Hawaii, APO, FPO, and US Territories including Puerto Rico, Guam, US Virgin Islands, American Samoa, Northern Mariana Islands, and Micronesia are considered non-domestic and are subject to longer ship times.

On occasion, orders are held to be reviewed by our team; these orders may be subject to shipment delays.

Carbon38 is not responsible for delays in shipping or delivery that result from factors outside our control such as inclement weather, acts of God, or any other shipping-related issue(s). Under no circumstance shall Carbon38 be responsible for any incidental or consequential damages.

SALES & PROMOS

General Promotional Rules

Online offers, such as promo codes, only apply to online purchases, excluding gift cards and international orders. Brand and certain style exclusions may apply. Promo codes are non-transferable, non-retroactive, and cannot be combined with any other offers or promotions, including discounts based on Customer Group. Free Shipping may not apply to a discount; please reference individual discount terms. Terms and conditions are subject to change without notice.

I forgot to use my promo code—what do I do?

Please contact customercare@carbon38.com. As long as your purchase is eligible for the promo code, we will refund the difference to the card we have on file or issue a gift card for the balance.

Promo codes do not apply to items that are purchased on sale.

My purchase went on sale right after I ordered it. Can you honor the sale price?

Please contact customercare@carbon38.com. If the item went on sale within 24 hours after you purchased it, we can honor the sale price. We will refund the difference to the card we have on file or issue a gift card for the balance. Please allow up to 3 business days for the refund to hit your bank/credit card (sometimes longer depending on your bank).

Why doesn't my promo code work?

Promo codes can only be applied to full price items, unless otherwise stated. Once a promo code is used, it cannot be used again for another order. Promo codes are non-transferable.

Will you reorder sold out items?

While many of our items are limited in availability, we do reorder popular styles. Please check back to see if your favorite items have been restocked.

Can you alert me if the sold out item I want comes back in stock?

Yes! Click on your item and click on the size you want. A pop up will ask if you want to be notified by email if the item comes back in your size.

INTERNATIONAL

International Shipping

To ship internationally, we partner with Global-e. Global-e is a trusted global ecommerce vendor whose solution allows Carbon38 to provide the best possible user experience to our international customers.

Please select the drop down in the top left corner to see which countries we ship to and select accordingly. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

Track your package here.

Have another question? Check out their help center.

International Returns

We offer international returns within 30 days of purchase for a flat rate of $15. Please note that original shipping fees and any other associated costs are non-refundable, and return postage/costs will be deducted from your refund. Canadian shoppers are eligible for a full refund of Duties & Taxes on returns.

International returns can be started here.

What currencies are supported?

All available currencies are listed in the drop-down menu under the flag icon in the upper left hand corner of the homepage.

Duties & Taxes

Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout if not already included in product prices. Some countries require duties and taxes to be paid upon delivery and they will be the customer’s responsibility.

EU Right of Withdrawal

The EU law gives you the right to withdraw from most online purchases within 14 days of delivery – no reason needed.

You can also withdraw before your order has been shipped by contacting the merchant’s customer support team.

To submit your withdrawal request for a fulfilled order, enter your Order ID and Email Address below. You’ll receive an email confirmation upon submitting the form, and once you return the goods, a full refund will be processed within 14 days.

Please note: some items are not eligible for withdrawal, including personalized goods and sealed hygiene products that have been opened.

Click this Right of Withdrawal link to submit your form

CARBON38 REWARDS

What is Carbon38 rewards?

It’s our free rewards program that gives you the opportunity to earn points on all product purchases, reviews, your birthday & more! You can then redeem these points for a discount towards your order.

Earning & using points

There are many ways you can earn your Carbon38 rewards points. Check out the rewards [page](/content/pages/rewards "rewards"/index.html) for more details how. Please keep in mind you will not earn points or be able to redeem points for gift card purchases. To use your points please make sure you are logged into your account then you can proceed through the checkout process as you normally would. Once you reach the shipping page of checkout you will be given the option to use your earned points, please remember you must be logged in, in order for your points to show. There is no minimum spend to apply your points. Your points will expire 1 year after the date in which they were earned. Please check you point expiration dates on your account page.

Birthday Reward

Birthday reward points will be added to your account on your birthday. In order to earn your birthday points on time it is best to submit your birthday at least 30 days in advance, otherwise you may experience a delay in receiving your points.

How do I check my point balance?

You can check your points on your account or rewards page which can be found in the upper right-hand corner. Your points will expire after 6 months from the date they were earned. Be sure to log in to see your points and their expiration date!

Where are my points?

Note that it may take up to 24 hours for points to appear in your account. Balance still incorrect? Please contact us at customercare@carbon38.com and we’ll sort it out!

What's my status?

There are 3 status levels within the rewards program each with its own benefits. You are able to see your status when you are logged in on your account page and or the rewards page. You are automatically enrolled in the Carbon tier upon making your first purchase or creating an account. In order to reach Graphite, you must earn 1,000 points within 12 months. In order to reach full Diamond, you must earn 2,00 points within 12 months. Once you earn your way into a new tier, you have 12 months to earn that same amount to keep your tier or you can keep earning to level up!

Reward Returns

If you make a return the points for that purchase will be deducted from your account.

Get support

We do our best to respond to every inquiry within 1–2 business days, Monday through Friday.

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