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 P999 and above.
For orders below P999, the following rates will apply:

Metro Manila/Rizal: FREE
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 orders@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 orders@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: orders@carlopacific.com

Chat: look for the chat icon at the lower right of our website

Social Media: Facebook (@carlopacificbyforex) or Instagram (@carlopacificbyforex)

What is Regalo?

CP Regalo is a service that lets you send hot dishes, cakes, 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 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 anytime. However, please take note that some of the hot dishes, desserts, and fresh produce have order cut-offs. To ensure that we are able to deliver on your desired date, we highly encourage you to place the order 2-3 days in advance.

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 is delivered to your recipient in the Philippines.

What is PasaBuy?

CP PasaBuy is a service that offers you your own personal shopper in the US!

How does PasaBuy work?

Chat with your US personal shopper in the US. Send the website link to the items that you want purchased and we will get back with a quote of how much it will cost to buy and ship the items to your address in the Philippines. You can reach your personal shopper through the chat icon on the lower right side of our website.

How fast can you deliver the PasaBuy items?

You have the option to choose between regular Ocean shipping or expedited Air shipping

Ocean: delivery in 40-55 days
Air: delivery in 7-14 days (*$8/lb)