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 account when 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 orders@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
Standard delivery to Metro Manila & Greater Manila address is 5-7 days
Standard delivery to non-Metro Manila addresses is 7-14 days
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 orders@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 @carlopacificbyforex
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.
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.
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 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 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.
Processing: your order is being processed.
Order In Transit: your order has been picked up from our warehouse is already out for delivery.
Customer Care
For us to best assist you, you may send us a message using the chat icon that you can find on the lower right side of our site or call our 24/7 hotline number +63 2 5317 8500.
You may also send us an email at orders@carlopacific.com. Kindly give us 24-48 hours to respond your concern.
Are there any products that you’re looking for but cannot find in our website?
Send us an email at orders@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?
Our products are shipped from our US warehouse. You may check the shipping timeframe on the description of the product listing.
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 orders@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.

What is the delivery time?
Important: Due to the pandemic, we only do deliveries every Tuesdays and Wednesdays.
Standard delivery to Metro Manila & Greater Manila addresses is 5-10 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 P3000 and above
For orders below P3000, 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)
BDO Bank Deposit (via over the counter, online banking, GCash, Paymaya, or Instapay)
Paypal (Mastercard or Visa via PayPal)
International Money Remittance

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.

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.

Gcash, Paymaya or InstaPay
Send your payment to our BDO account using Gcash, Paymaya, InstaPay or from your own BDO account.
Kindly make the payment within 3 business days so we can process your purchase.
Account Name: ESHIP BPO CORPORATION
Account Number: 001440104296
Bank Name: Banco de Oro – RADA Branch, Legaspi Village

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

International Money Remittance
Kindly remit the payment within 3 business days so we can process your purchase. Send your payment to the following:
BDO Bank Account ESHIP BPO CORPORATION
Account Number 001440104296
Bank Swift Code BNORPHMM

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 the spam or junk section of your 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 orders@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 orders@carlopacific.com with your order number.
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. Our delivery agent will patiently be waiting 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 patiently be waiting for 15 minutes.
What happens if I missed the delivery?
If you missed the delivery, please contact us via our chat icon on the site or by sending an email to orders@carlopacific.com. We will attempt delivery to your address twice before we cancel the order.
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 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 orders@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 orders@carlopacific.com and we will send you the right product as soon as we can. Sale items are non-refundable and non-returnable.