Frequently Asked Questions

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 accountwhen you check out.
Can 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 forgot 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 help@carlopacific.com.
ABOUT CP REGALO
What is CP Regalo?
CP Regalo by Forex is your go-to online shopping site to send gifts and shop essentials for your family in the Philippines, wherever you are in the world.
How does CP Regalo work?
Shop online from where you are and CP Regalo will deliver your online purchases to your family anywhere in the Philippines.
What does CP Regalo offer?
We take great care in making sure that your personal information is safe with us.
What do I do if I forgot my username or password?
CP Regalo provides access to authentic products sourced globally through CarloPacific.com in USA, Canada, and the Philippines.

For your families located in Metro Manila, you can buy fresh fruits and vegetables sourced from Benguet through CP Fresh and order ready-to-eat meals and Filipino food trays from our local food partners.

Do you sell authentic products?
We take pride in offering only authentic brands and products. Absolutely no fakes and no knock-offs.
HOW DO I PAY FOR MY ORDERS?
You can pay through BDO Bank Deposit or PayPal. Your orders will be processed as soon as payment is confirmed in our system.
DELIVERY
How long does it take for my package to reach my address?
Note: Due to the pandemic, orders are dispatched from our warehouse only on Tuesdays and Wednesdays
For Items from our Philippine Warehouse:
Standard delivery to Metro Manila & Greater Manila address is 5-7 days
Standard delivery to non-Metro Manila addresses is 7-14 days
Look for the CP Regalo Badge – this indicates that the item is on hand in our Philippine warehouse.
For Hot Dishes:
Order cut-offs and delivery days are indicated on the product description
Initially available for delivery in Metro Manila only
For Fresh Fruits and Vegetables:
Deliveries are only every Saturdays
Initially available for delivery in Metro Manila only
Do you sell authentic products?
We take pride in offering only authentic brands and products. Absolutely no fakes and no knock-offs.
Can I order in bulk?
Yes, you can! Aside from the discounted bulk listing available in our website, you can also send us an email at help@carlopacific.com for requests and special arrangements.
How can I get informed of your new arrivals?
Subscribe to our newsletter so you won’t miss anything. Enter your email address on the subscription box at the bottom of the homepage. You may also follow us on our social media accounts. Facebook @mycarlopacific and Instagram @_carlopacific
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.
What country are you shipping from?
CarloPacific.com has distribution warehouses in the US and the Philippines. Depending on the availability of the product, your order may be shipped from any of these warehouses.
Can I edit items in my cart?
If you have not completed the Check Out process, you can still edit the contents of your cart. However, to avoid mix-ups of orders and delay of delivery you are unable to edit your cart once you’ve completed your order. Double-check the items in your cart before proceeding to checkout.
Can I cancel my order?
We’re sorry to hear that you want to cancel your order. Can we know the reason so we can improve our service? Send an email to help@carlopacific.com and provide the following information to verify your identity and process your order cancellation request: order number, first and last name, email address, shipping address, phone number, and reason for cancellation.
How do I know the status of my order?
Login to your CarloPacific.com account to see the status of your order.
For PayPal or Credit Card Payments
Pending Payment: you placed an order but PayPal or credit card payment is unsuccessful due to lack of funds
Processing: you placed an order; PayPal or credit card payment is successful. Your order is being processed.
Order in Transit: your order has been picked up from our local warehouse is already out for delivery.
For Cash-on-Delivery Payments (PH only)
Processing: your order is being processed.
Order In Transit: your order has been picked up from our local warehouse and is already out for delivery.
For Bank Deposit Payments (PH only)
On Hold: you have to make the bank deposit payment and email us your payment slip. Otherwise, your order will be placed On Hold.
Processing: your order is being processed.
Order In Transit: your order has been picked up from our local warehouse is already out for delivery.
Customer Care
Send us an email at help@carlopacific.com

Kindly give us – 24-48 hours to respond to your concern. Day in and day out, we are committed to improve our service to you.

Are there any products that you’re looking for but cannot find in our website?
Send us an email at help@carlopacific.com of the product that you’re looking for and we will do our best to source it for you.
For Philippine Customers
Are your products on hand in the Philippines?
We do our best to keep products on-hand in our Philippine warehouse. For products that are in our warehouse in the US, we request for your patience as some orders will take a longer delivery time.
When will my order be processed?
If you’ve chosen Bank Deposit as a payment method, it will be processed after you send a copy of your payment to help@carlopacific.com.

If you’ve chosen PayPal as a payment method, it will be processed as soon as payment is reflected in our system, usually within 24 hours.

If you’ve chosen COD, the order will be processed right away.

How do I track my order?
You will be contacted by our Customer Success Team a day before your order will be out for delivery. For provincial addresses, once generated we will email you your tracking number.
What is the delivery time?
Important: Due to the pandemic, we only do deliveries every Tuesdays and Wednesdays
For orders shipping from our Philippine distribution warehouse:
Standard delivery to Metro Manila & Greater Manila address is 2-3 days
Standard delivery to non-Metro Manila addresses is 5-8 days

For orders shipping from our US warehouse:
Standard delivery to Metro Manila & Greater Manila addresses is 8-12 days
Standard delivery to non-Metro Manila addresses is 11-17 days

For bulk orders:
Standard delivery time nationwide is 20-45 days

How much is the shipping cost?
FREE SHIPPING NATIONWIDE for orders P2000 and above
For orders below P2000, here are the rates:
Metro Manila/Rizal – P50.00
Luzon – P100.00
Visayas/Mindanao Cities – P150.00
Visayas/Mindanao Provinces – P200.00

How do I pay for my orders?
Cash on Delivery (Metro Manila only
Bank deposit/bank transfer (BDO)
Paypal

Cash-on-Delivery (COD)
Cash-on-Delivery is available to buyers in Metro Manila and Rizal areas for orders up to P5000.00 only. This is to ensure safety of both our customers and our delivery agents. For a smooth delivery transaction, prepare the exact payment amount upon delivery. Our delivery agents are focused on ensuring prompt delivery of well-packaged items.

Bank Deposit via BDO
Bank deposit via BDO is available to buyers nationwide. You have 3 business days to deposit your payment to avoid cancellation of your order. You can pay over-the-counter, via internet banking, or via mobile banking. For over-the counter (OTC) payments, please indicate the following: order number, complete registered name on CarloPacific.com. Please also take note that some branches may ask for a fee for OTC, depending on your bank’s policies.

Account Name: ESHIP BPO CORPORATION
Account Number: 001440104296

Internet and Mobile Banking via BDO
You can use your BDO Mobile for payments. When making a payment through internet and mobile banking, indicate the order number and complete name on CarloPacific.com. There might be additional charges or maximum amount limit for such transactions, depending on your bank’s policies. Online and mobile transfers made outside business hours of 9AM-6PM will be reflected to our system within 1-2banking days.

PayPal
PayPal is available to buyers nationwide. For a smooth PayPal transaction, ensure you have funds in your PayPal account to avoid your order being placed on PendingStatus. When your order is placed on Pending status, you will have three (3) business days to make the payment.

How do I know if my payment went through?
You will receive your confirmation email with the details of your order. Check your inbox, as well as spam or junk mail to make sure it doesn’t stay unnoticed. If by any chance you did not get a confirmation email, inform us immediately by sending an email to help@carlopacific.com and we’ll help you from here.
My order is placed on hold. What do I do?
If you already placed your order but you weren’t able to make a payment due to a bank holiday or because it was a weekend, make the payment as soon as you can and send a copy of your payment slip to help@carlopacific.com with your order number.
Do you deliver on weekends?
We do deliveries from Mondays to Saturdays via EShip Door2Door
Can someone else receive my order?
In the event that you will not be present in the delivery address on the delivery date,have someone receive the order on your behalf. We will assume that you have authorized a person you trust and we will not be liable for any loss or damage to the product after it has been received. If you have chosen the COD payment option, prepare the exact payment amount as our delivery agents do not carry change.
Do you deliver to an office address?
Yes, we deliver to an office address. Provide special instructions to the courier and to your office building security or admin officers. Remember that our delivery agent will only wait for 15 minutes.
May I know the exact delivery date of my order?
You will be notified on the schedule of delivery before we dispatch your order through SMS or email. On the day of delivery, an SMS text message or a phone call will also be sent to you once our delivery agent is near your delivery address. Our delivery agent will only wait for 15 minutes.
May I request for a delivery schedule?
You may request for a delivery schedule. However there are no guarantees. We will do our best to accommodate your request, but this will depend on the availability of our delivery agents.
What happens if I missed the delivery?
If you did not have any advance requests and you are not home upon the delivery of your order or someone was not present to receive it on your behalf, you should send us an email at help@carlopacific.com for a second attempt to deliver. We will only attempt to deliver twice.
Who is your courier?
eShipD2d.com is the delivery arm of CarloPacific.com. To learn more about them,click here.
What about Returns, Refunds, and Exchanges?
We accept returns, refunds, or exchanges for products received with defect or damage only within 7 days upon receipt of your order. Products should be in its 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 pictures 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.