Frequently Asked Questions
Shipping & Delivery
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What are the available shipping options and how much do they cost?
We offer free ground shipping within the 48 contiguous states of the U.S. on purchases above $99 for most products. We also offer expedited shipping options. All shipping options and prices are listed at checkout. Free shipping exceptions: oversize and overweight items. -
Do you ship internationally, and what are the costs?
At this time we do not ship outside of the U.S.
Order Tracking
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How can I see my orders and find tracking information?
Login to your account and locate the desired order from the listing of your past orders. Once there, scroll down to locate your tracking information on the bottom right of the page. -
What if my tracking information says “delivered,” but I haven’t received my package?
Please reach out to FedEx with your tracking information if you have any questions or concerns about your shipment. -
Do you send updates about the status of my order?
You will receive an order confirmation email upon placing your order with Carter Bay. Once your order ships, you will receive another email with your tracking information.
Returns & Refunds
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What is your return policy?
Returns are accepted within 30 days of order date only for items with manufacturer defects or that are unopened or in re-sellable condition. A 25% restocking fee will be applied to all accepted returns. Upon verification of manufacturer defect by Carter Bay, restocking fee will not apply to items returned due to manufacturer defects. -
How do I initiate a return?
Customer must go into their account, select the items which they want to return, and click "start a return". This can only occur once an item has shipped. Return shipping is paid by the customer for all items except for those verified by Carter Bay as items with manufacturer defect. Any item returned without first contacting Carter Bay support will not be accepted and no refund will be issued. -
How long does it take to process a refund?
Once all requirements are fulfilled and the returned items are received by us, we will issue a refund to your original method of payment within 5-10 business days. -
Will I be charged a fee for returns?
A 25% restocking fee will be applied to all accepted returns. -
Can I exchange a product instead of returning it?
No, at this time we do not offer exchanges of items. -
How will I be updated on the status of my return?
You will receive communications and updates on your return status on your Carter Bay account and via email.
Account Management
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What should I do if I forget my password?
If you forgot your password, please follow the ‘Forgot Password’ instructions on the Login page of our website. -
How can I update my account details (e.g., email, address)?
To update your account details, you must login to the website and navigate to the ‘My Account’ section to update your information. -
How do I manage my saved payment methods or shipping addresses?
To update manage your payment methods and shipment addresses, you must login to the website and navigate to the ‘My Account’ section to update your information. -
Is my account information secure?
We hold the security of our customers’ information with the upmost priority. Rest assured that your information is secure when you shop with Carter Bay.
Payment Methods
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What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Discover, as well PayPal and PayPal Buy Now Pay Later. -
Can I use digital wallets like Apple Pay and Google Pay?
Yes, we accept Apple Pay and Google Pay.
Customer Support
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How do I contact customer support?
You can contact our support team at support@carterbay.com. Alternatively, you can also use the contact for here. -
How soon can I expect a response from the support team?
We aim to respond to all customer inquiries within 2 business days.