Returns & Refund Policy
We want every customer to shop with confidence. If something isn't right, we're here to help. This page explains exactly how returns, exchanges and refunds work at Cartivou.
Who can return an item
You have 14 calendar days from the day your order is delivered to request a return. To qualify, the item must be:
- Unused and in original condition
- Returned with its original packaging, tags and inserts
- Purchased directly from cartivou.shop
Items that cannot be returned
A small number of items fall outside our standard return window. These include:
- Items that have been used or show signs of wear
- Items damaged through misuse after delivery
- Items returned without their original packaging
- Items that have been modified or altered after delivery
- Final-sale items (clearly marked on the product page)
If you're unsure whether your item is eligible, email us first — we'll review it case by case.
How to start a return
Include your order number, the item you'd like to return, the reason, and — if it arrived damaged — a photo of the item and its packaging.
We confirm eligibility and get back to you, usually the same business day.
You'll receive a prepaid return shipping label and a short set of instructions by email.
Repackage the item in its original box and drop it at any USPS or UPS location. Return shipping is on us.
After we receive and inspect the return, we issue your refund to the original payment method within 14 days.
Prefer to exchange instead?
Exchanges are welcome. Email support@cartivou.shop and let us know which piece you'd like in place of the original. Once the returned item arrives and passes inspection, we'll ship the replacement to you — no additional shipping fee.
What happens after you ship it back
- 1Returned item arrives at our facility
- 2Inspection by our team
- 3Refund approved
- 4Refund issued to original payment method
- 5Your bank or card provider posts the funds
If something arrives wrong
If your order arrives damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery. Include a photo of the item and its packaging so we can resolve it quickly — in most cases we ship a replacement or issue a full refund without requiring a return.
We reply to every message within one business day.
A prepaid return shipping label is included with every U.S. order. You never pay to send an approved return back to us.
Cartivou does not charge any restocking fees. You get back the full amount you paid for the item.
Returns should be simple
We believe a return policy should be easy to read and easy to use. Our goal isn't to make returns difficult — it's the opposite. If a piece doesn't work in your home, we'd rather help you send it back than have it sit unused.
Every return request is handled personally by our small support team, not by an automated system. If you have a question that isn't covered here, just ask — we're happy to walk you through it.
Talk to a real person
Omaha, Nebraska 68137
United States
This address is used for business operations, inventory storage, order processing, customer correspondence, and authorized returns. Cartivou is an online-only retailer and does not operate a public retail store — customer visits, walk-ins, and in-person shopping are not available at this location.
See also our shipping policy and payment policy.