Frequently Asked Questions

MY ACCOUNT

How do I create my CarloPacific.com account?
You can create an account simply by clicking this link.
If you’re not ready yet, you can continue shopping and just create your account when you check out.
How do I make changes in my account?

You can make changes in your account by logging in and clicking ‘Edit.’ Make sure you click ‘Save’ and note of the changes you made.

How safe is my account?

We take great care in making sure that your personal information is safe with us.

What do I do if I forget my username or password?

Go back to the log-in page and click the ‘Forgot Password’ link and we’ll help you from there. If you still encounter problems, send us an email at orders@carlopacific.com.

PRODUCTS

Do you sell authentic products?

We take pride in offering only authentic brands and products sourced globally. Absolutely no fakes and no knock-offs.

Can I order in bulk?

Yes, you can! Aside from the discounted bulk listing available on our website, you can also send us an email at orders@carlopacific.com for requests and special arrangements.

How can I get notified of your new arrivals?

You may follow us on our social media accounts. Facebook @mycarlopacific and Instagram @carlopacificbyforex . You may also subscribe to our mailing list.

Do you have a physical store?

We do not have a physical store. All orders are coursed through our website. Once in a while, we participate in pop-up events and bazaars. Keep updated by following us in our social media accounts.

ORDER PROCESS

What are the available payment methods?
We accept the following: Credit Card, Bank Deposit, International Money Remittance and Cash On Delivery (available for Metro Manila & Rizal only)

 

For Credit Card:
Several payment gateways will be available upon checkout (Paypal, Stripe, Elavon, etc)

For Bank Deposit:
Account Name: ESHIP BPO CORPORATION
Account Number: 001440104296

 

For International Money Remittance:
Account Name: ESHIP BPO CORPORATION
Account Number: 001440104296
Bank Swift Code: BNORPHMM

 

For Cash-on-Delivery (COD):
COD is available to buyers in Metro Manila and Rizal areas only

COD is available for orders up to P5000 only

How much is the shipping fee?

FREE SHIPPING NATIONWIDE for all orders P4500 and above.
For orders below P4500, the following rates will apply:

Metro Manila/Rizal: P50
Luzon: P100
Visayas and Mindanao: P200   

How long does it take for my order to be delivered?
Standard delivery to Metro Manila 2-3 days
Standard delivery to non-Metro Manila addresses is 7-14 days
Bulk orders may take a longer delivery time of 30-45 days, our Customer Success Team will notify you
How do I track my order?

For Metro Manila and Rizal, our Customer Success Team will notify you a day before the scheduled delivery of your order. Expect an SMS or call from our delivery rider once they are already near your address. 

For outside Metro Manila/Rizal, our Customer Success Team will provide you with a tracking number so you can track the status of your order and its estimated delivery date.

RETURNS AND REFUNDS

What is your return or refund policy?
We accept returns, refunds, or exchanges for products received with defect or damage within 7 days upon receipt of your order. Products should be in their original condition when purchased and must not be used. Send us an email at help@carlopacific.com of the description of your problem and attach photos of the damaged or defective product.
 
If by any chance you received the wrong product, email us at help@carlopacific.com and we will send you the right product as soon as we can.
 
Sale items are non-refundable and non-returnable.

SUPPORT

Need further customer support?
You may reach via the following channels – 
 
Email: help@carlopacific.com
Chat: look for the chat icon at the lower right of our website
Social Media: Facebook (@carlopacificbyforex) or Instagram (@carlopacificbyforex)

SERVICES

Regalo box

REGALO BOX

What is Regalo Box?

Regalo Box is a service that lets you send balikbayan boxes to the Philippines, wherever you are in the world.

How does Regalo Box work?

Shop online from where you are and we will deliver it to your family anywhere in the Philippines. Make sure to indicate your recipient’s shipping address and contact information upon ordering. We can also include a personalized card with your message to them!

Can I order anytime?

Yes, you may order at your most convenient time.

How will I know if the regalo was delivered?

We will coordinate with your recipient to assure delivery of your regalo. Our Customer Success Team will then notify you once your regalo box is delivered to your recipient in the Philippines.

packypack and packypack plus

PACKYPACK

How do I create my Packypack/Packypack Plus account?
For the best experience, download the Packypack app to register.

 

Will my Packypack account username and password work for both the Packypack website and mobile app?

Yes. In fact, your account may be used in all Forex eShip services: Balikbayan, PINAShip and Carlo Pacific.

What if I forgot my password?

Go to the Packypack Login page.

Click on the ‘Forgot password’

Enter the email address you registered with Packypack to receive instructions

ABOUT PACKYPACK and PACKYPACK PLUS

What is Packypack and Packypack Plus?

In 2007, Forex eShip launched Packypack to provide online shoppers cost-effective and secure consolidated international shipping. And now, customers have access to their own U.S. personal shopper with Packypack Plus.

Will my Packypack account username and password work for both the Packypack website and mobile app?

Yes. In fact, your account may be used in all Forex eShip services: Balikbayan, PINAShip and Carlo Pacific.

ORDER PROCESS

How does Packypack work?
  1. Download the app to register and receive your unique customer number
  2. Choose your preferred Packypack shipping address (sales tax differ per Packypack location)
  3. Shop online to your heart’s content. Upon Check Out, make sure to add your unique customer number beside your Name or shipping address
Or if you have trouble with online shopping, you may contact your U.S. personal shopper through the chat button located at the bottom right of your screen. Packypack Plus is available for your online and in-person shopping in California, U.S.A.
How does Packypack Plus work?
  1. Login your Packypack account and chat with your U.S. personal shopper to get a quote for your preferred item/s
  2. Settle the first invoice for the cost of item/s and shopper’s fee
  3. Pick and pack your item/s for shipping
Can I purchase and ship anything?
  1. You can ship almost anything that you can order online. However, please take note of the following prohibited items:

    – Currencies
    – Checks
    – Traveller’s checks
    – Precious Metals
    – Precious Stones (e.g. Diamonds, Ruby Sapphire, Emerald)
    – Jewelry (e.g. Pandora charms, Swarovski)
    – Watches
    – Firearms
    – Ammunition
    – Gun parts and accessories (e.g. Reloaders)
    – Toy Guns
    – Explosives and Flammable materials
    – Drugs and other prohibited substances
    – Lewd, obscene and pornographic materials
    – Perishables
    – Gambling paraphernalia
    – Car and motorcycle engines

    When in doubt, contact us through the chat button, email packypack@forexeship.com, or call +1 (855) 77FOREX or +63 2 5317 8500.

Can I ship big items?

Yes, you can ship boxes with dimensions of 80″ and over i.e., TVs, furniture, etc. We can help you with a minimum shipping charge of $95.

We accept palletized shipments and select auto parts from our Gardena, California warehouse.

Is there a limit to the quantity of items I can ship?

No, there is no limit.

We’ll ship your commercial boxes, batteries, electronics and select car parts for an additional fee of $25 per shipping box. This service is currently available from our Gardena, California warehouse only.

How do I ship my items?
  1. From your Packypack account, choose which package/s you want to ship
  2. Select As-is or Consolidated packing and Sea or Air shipping
  3. Input/Select the recipient’s details and wait for the final invoice
Accordion Panel

“As is” shipping is sending you exactly how we received the package at the warehouse (with its original shipping box). For “consolidated shipping”, we discard the shipping box/es (keep manufacturer’s packaging only) to maximize box space and save you money.

We will notify you by email or through the app when the items are ready for further processing – ship “as is” or “consolidate” and ship via ocean or air.

Can I store my items in your warehouse?

Yes, for free up to thirty (30) days. A minimum of $10 will be charged per month after 30 days.

How long does it take for my package to reach the Philippines?

OCEAN FREIGHT
From California and Nevada, U.S.A.
For Metro Manila deliveries, approximately 4-6 weeks*
For Provincial deliveries, approximately 6-8 weeks*

From Illinois and Virginia, U.S.A.
For Metro Manila deliveries, approximately 6 weeks*
For Provincial deliveries, approximately 7-8 weeks*

AIR FREIGHT
From Califronia, U.S.A only Approximately 7-10 Days for Metro Manila deliveries from the time the boxes are loaded and leave the U.S.

*Transit period is from the time the boxes are loaded in our container(s) and leave the part in the US. Please note that certain delays may affect the above-mentioned period (i.e. US and Philippine Customs random inspection, weather conditions, and others that are unexpected and beyond the control of Forex eShip).

How do I pay?

There are currently 3 payment options:

  1. Bank Deposit
  2. DragonPay
  3. Via Credit Card (Visa or Mastercard)

Details are indicated in your account, by clicking “PAY NOW” through ‘My Invoices’.

How do I track the status of my package/s?

You will be provided with a box number which you may use to track by inputting in the Box Tracking System in app or at forexeship.com

ORDER PROCESS

How does Packypack work?
  1. Download the app to register and receive your unique customer number
  2. Choose your preferred Packypack shipping address (sales tax differ per Packypack location)
  3. Shop online to your heart’s content. Upon Check Out, make sure to add your unique customer number beside your Name or shipping address
Or if you have trouble with online shopping, you may contact your U.S. personal shopper through the chat button located at the bottom right of your screen. Packypack Plus is available for your online and in-person shopping in California, U.S.A.
How does Packypack Plus work?
  1. Login your Packypack account and chat with your U.S. personal shopper to get a quote for your preferred item/s
  2. Settle the first invoice for the cost of item/s and shopper’s fee
  3. Pick and pack your item/s for shipping
Can I purchase and ship anything?
  1. You can ship almost anything that you can order online. However, please take note of the following prohibited items:

    – Currencies
    – Checks
    – Traveller’s checks
    – Precious Metals
    – Precious Stones (e.g. Diamonds, Ruby Sapphire, Emerald)
    – Jewelry (e.g. Pandora charms, Swarovski)
    – Watches
    – Firearms
    – Ammunition
    – Gun parts and accessories (e.g. Reloaders)
    – Toy Guns
    – Explosives and Flammable materials
    – Drugs and other prohibited substances
    – Lewd, obscene and pornographic materials
    – Perishables
    – Gambling paraphernalia
    – Car and motorcycle engines

    When in doubt, contact us through the chat button, email packypack@forexeship.com, or call +1 (855) 77FOREX or +63 2 5317 8500.

Can I ship big items?

Yes, you can ship boxes with dimensions of 80″ and over i.e., TVs, furniture, etc. We can help you with a minimum shipping charge of $95.

We accept palletized shipments and select auto parts from our Gardena, California warehouse.

Is there a limit to the quantity of items I can ship?

No, there is no limit.

We’ll ship your commercial boxes, batteries, electronics and select car parts for an additional fee of $25 per shipping box. This service is currently available from our Gardena, California warehouse only.

How do I ship my items?
  1. From your Packypack account, choose which package/s you want to ship
  2. Select As-is or Consolidated packing and Sea or Air shipping
  3. Input/Select the recipient’s details and wait for the final invoice
Accordion Panel

“As is” shipping is sending you exactly how we received the package at the warehouse (with its original shipping box). For “consolidated shipping”, we discard the shipping box/es (keep manufacturer’s packaging only) to maximize box space and save you money.

We will notify you by email or through the app when the items are ready for further processing – ship “as is” or “consolidate” and ship via ocean or air.

Can I store my items in your warehouse?

Yes, for free up to thirty (30) days. A minimum of $10 will be charged per month after 30 days.

How long does it take for my package to reach the Philippines?

OCEAN FREIGHT
From California and Nevada, U.S.A.
For Metro Manila deliveries, approximately 4-6 weeks*
For Provincial deliveries, approximately 6-8 weeks*

From Illinois and Virginia, U.S.A.
For Metro Manila deliveries, approximately 6 weeks*
For Provincial deliveries, approximately 7-8 weeks*

AIR FREIGHT
From Califronia, U.S.A only Approximately 7-10 Days for Metro Manila deliveries from the time the boxes are loaded and leave the U.S.

*Transit period is from the time the boxes are loaded in our container(s) and leave the part in the US. Please note that certain delays may affect the above-mentioned period (i.e. US and Philippine Customs random inspection, weather conditions, and others that are unexpected and beyond the control of Forex eShip).

How do I pay?

There are currently 3 payment options:

  1. Bank Deposit
  2. DragonPay
  3. Via Credit Card (Visa or Mastercard)

Details are indicated in your account, by clicking “PAY NOW” through ‘My Invoices’.

How do I track the status of my package/s?

You will be provided with a box number which you may use to track by inputting in the Box Tracking System in app or at forexeship.com

SHIPPING FEES, TAXES and PAYMENTS

How do you compute your shipping fees?

Shipping fees are based on the final box dimension for Ocean shipments, voumetric weight for Air shipments, and final shipping destianation. Instantly get a shipping quote with the Packypack Calculator.

*Additional fees may also apply for pick-up, handling, repacking items, customs duties and taxes.

How much are your shipping rates?

Rates depend on box size and delivery location. Kindly refer to __ for the complete list of shipping rates.

Are shipments insured?

Packages are insured up to a maximum of $500 depending on the size of the box used.

Will I be taxed for my shipment?

Invoice is inclusive of taxes and fees.

Can I store my items in your warehouse?

Yes, for free up to thirty (30) days. A minimum of $10 will be charged per month after 30 days.

How long does it take for my package to reach the Philippines?

OCEAN FREIGHT
From California and Nevada, U.S.A.
For Metro Manila deliveries, approximately 4-6 weeks*
For Provincial deliveries, approximately 6-8 weeks*

From Illinois and Virginia, U.S.A.
For Metro Manila deliveries, approximately 6 weeks*
For Provincial deliveries, approximately 7-8 weeks*

AIR FREIGHT
From Califronia, U.S.A only Approximately 7-10 Days for Metro Manila deliveries from the time the boxes are loaded and leave the U.S.

*Transit period is from the time the boxes are loaded in our container(s) and leave the part in the US. Please note that certain delays may affect the above-mentioned period (i.e. US and Philippine Customs random inspection, weather conditions, and others that are unexpected and beyond the control of Forex eShip).

How do I pay?

There are currently 3 payment options:

  1. Bank Deposit
  2. DragonPay
  3. Via Credit Card (Visa or Mastercard)

Details are indicated in your account, by clicking “PAY NOW” through ‘My Invoices’.

How do I track the status of my package/s?

You will be provided with a box number which you may use to track by inputting in the Box Tracking System in app or at forexeship.com

How do I track the status of my package/s?

You will be provided with a box number which you may use to track by inputting in the Box Tracking System in app or at forexeship.com

RETURNS AND REFUNDS

How do I return an item to the online store?

Packypack does not offer any refunds, warranties and returns. Please contact and coordinate with the online seller for their Return/Exchange policies.

How do I file a claim if there are missing items in my package?

Send the following details to packypack@forexeship.com

  1. Subject: Online Shopping – Request for Claim
  2. Box/Tracking#
  3. Sender’s Name
  4. Recipient’s Name
  5. Contact Information
  6. Delivery location
  7. Images to support claim for damages or missing items
  8. Detailed description of claim