FAQ
How long will it take to receive my product?
We process all orders within 24–48 hours. Once shipped, delivery takes 7–10 business days.
Do you ship worldwide?
Yes, Kartivio ships worldwide.
Where do we ship from?
Our main office is near Paris, France, with international warehouses located in Eastern Europe and Asia.
What if I made a mistake in my shipping address?
No problem!
If your order hasn't been shipped, email us immediately at support@kartivio.com so we can update your address.
⚠️ Once an order is shipped, we can no longer make changes.
Do you provide tracking information?
Yes! Within 24–48 hours of shipping, you’ll receive a shipping confirmation email with a tracking number.
Check your spam or junk folder if you don’t see it. You’ll receive automated email updates at each step of the delivery process.
What if some items are missing from my order?
Your items may come from different warehouses, so they might arrive in separate packages. The rest of your order is likely on its way.
What if I received a damaged item?
We’re sorry! Please email a photo of the damaged product to support@kartivio.com and we’ll send a replacement at no extra cost.
Why is my order delayed?
Customs and international logistics may sometimes cause delays. You can track your order anytime, and if you need help, contact us at support@kartivio.com.
How can I check my order status?
You can check your order status via the Track My Order page or by emailing us with your order number at support@kartivio.com.
Payments – Kartivio
Is my payment secure?
Absolutely. Your security is our priority:
-
Our website uses HTTPS encryption (look for the 🔒 lock in the address bar).
-
All pages are secure and protected from malware.
-
We use Stripe, a trusted global payment gateway.
What payment methods are accepted?
We currently accept:
-
VISA
-
MasterCard
-
Maestro
❌ We do not accept checks, bank transfers, or cash on delivery.
Returns & Refunds – Kartivio
How do I return an item?
If your item arrives in poor condition, email us at support@kartivio.com with proof (photos or video).
You can choose:
-
Return the product (shipping at your expense) for a full refund, including delivery — just provide proof of return shipment.
-
Or request a free replacement sent at our cost.
⚠️ Always contact us first before returning any product. Returns sent to incorrect addresses won’t be refunded.
Do you offer refunds?
Yes — we’ll issue a full refund if:
-
The refund request is made within 30 days of the order date, and
-
The product is not out of stock or part of an excluded sale.
🚫 Products discounted by 50% or more may be subject to special refund conditions. Please contact us for details.
Still Have Questions?
Email us anytime at support@kartivio.com – we're happy to help!