Carbon38 FAQs

  • Returns and Exchanges
  • Shipping
  • About Your Order
  • Prices/Sales/Promo Codes
  • Odds & Ends
  • Contact Us
Returns and Exchanges
What is your return policy?
  • You have 30 days from your order date to request a return. Once you have requested a return, you have 7 days to ship your item(s). Any return shipped more than 7 days from the return request date will be eligible for store credit only.
  • No returns will be accepted without a return authorization. A return authorization is created when your return request is approved. To request a return authorization, see article “How do I return an item?”
  • All items must be unworn with the original tags attached.
  • All items are returnable, with the exception of the following:
    • Items marked final sale
    • Gloves and arm warmers
    • Socks and leg warmers
    • Headbands
    • Water Bottles
    • Lingerie
    • Hair Ties
  • Swimwear should be tried on over underwear for sanitary reasons, and must have protective hygiene strip intact.
  • We reserve the right to return any item that does not comply with our return policy.
How do I return an item?
  • DOMESTIC
    • STEP 1 Click here to go to your Order History to start a return. Make sure you are logged into your account.
    • STEP 2 Click Request Return.
    • STEP 3 Fill out the return form and click on Submit Request.
    • STEP 4 Check your inbox for a Pre-Paid Shipping Label. If you have not received one after submitting your request, please check your junk folder. Still missing? Contact customercare@carbon38.com.
  • INTERNATIONAL
    • STEP 1: Log in to your ORDER HISTORY, select VIEW ORDER and select PRINT REQUEST.
    • STEP 2: Place all items for return in a mailer. Returns without a print out of your Return Request enclosed may take longer to process
    • STEP 3: Affix a shipping label to your mailer and address to:
      Carbon38 c/o Newgistics
      5959 Randolph Street
      Commerce, CA 90040
      USA
Do I have to pay to return an item?
  • We offer free returns for domestic orders within the US and we will provide you a prepaid return label via email
  • For international returns (including Canada), customers are responsible for return shipping costs
  • If your order has been sent to a destination outside of the US, customs, duties, and sales taxes are not refundable through Carbon38. However, you may be able to recover these by contacting your local customs bureau directly.
Do you offer exchanges?
  • Yes. However, we can only offer size exchanges for the same style and color, as long as the item is in stock. Please contact customercare@carbon38.com to process an exchange. If you would like to order a different style or color, you would need to process a return and then place a new order for your desired item.
What should I do if I get a damaged or defective item?
  • Please send an email to returns@carbon38.com. In the body of the email please include your order number, a picture of the damage and a short description of the issue.
Can I choose if I want a refund to my credit card or if I want store credit?
  • Yes. You can do so when you submit a request for a return label. During the Return Request process, you will be able to choose if you want a store credit or a refund to the original form of payment.
What happens if I use a store credit and credit card? How do I get a refund?
  • Please be advised that all refunds made on purchases paid in part with gift cards or store credit will first be refunded back to those payment sources. The remainder will be credited back to the secondary payment source credit or debit card.
How long does it take to process a return?
  • Once your return has been shipped back to us, please allow up to 14 days for the return to be processed at our distribution center.
  • If you choose to return for store credit, your credit will be available in your Carbon38 account for immediate use as soon as the return is processed.
  • If you choose to return for a full refund, you can expect the refund to hit your bank or credit card account within 2—3 business days after the return has been processed, but processing credit is subject to your bank
Can I return an item in person?
  • Carbon38 and Happy Returns are partnering to test in-person returns at select locations in Los Angeles, Chicago, Dallas, and Houston. Happy Returns is a convenient, no-hassle way for Carbon38 customers to return online purchases. If you’re dissatisfied with your purchase for any reason, simply bring the product to a Happy Returns Bar near you. The best part? You don’t have to pack or ship a thing. Returning online purchases has never been easier with Happy Returns. Accepted product will be refunded on-site immediately, without ever stepping foot in a post office
  • Click here to find the your nearest Happy Returns Bar location currently accepting Carbon38 returns.
  • Returns will be accepted for customers able to visit the listed locations in person. Returns by mail will not be accepted at any Happy Returns location.
  • Bring your order number along with the product(s) you’d like to return. Returns will be processed immediately on-site, and can be issued as store credit or as a refund to the account used to make the original purchase
Shipping
How much does shipping cost?
  • US
    • Economy (3—6 business days) is $6.99, or free if order value is over $200
    • Expedited (2—3 business days) is $20.00
    • Overnight (1—2 business days) is $50.00
  • CANADA
    • Economy is $6.99, or free if order value is over $200
  • INTERNATIONAL
    • $30 USD/Order flat rate to most countries outside of the US
What are the holiday shipping deadlines?
  • Order by these dates to ensure your gift arrives by December 25th:
    • Ground shipping orders placed by December 18th
    • Second Day shipping orders placed by December 19th
    • Overnight shipping orders placed by December 20th
  • Shipping deadlines apply to domestic orders only
When will my order be shipped?
  • Orders placed with Economy shipping will ship within 1—2 business days. Please note that orders placed after 11:00AM PST on Friday or over the weekend will ship on the following Monday (excluding major holidays), depending on order volume.
  • Expedited and Overnight orders placed by 1:00PM PST Monday—Friday will be shipped same day.Please note that Expedited and Overnight orders placed after 1:00PM PST on a Friday, Saturday or Sunday will ship on the following Monday (excluding major holidays).
  • On occasion, orders are held to be reviewed by our team; these orders may be subject to shipment delays
How long will it take for my order to arrive?
  • For shipments within the US, you can expect your order to arrive in 3—6 business days once it has shipped from our distribution center.
  • For shipments outside the US, you can expect your to order to arrive in 10—14 business days. Delivery times will vary based on destination country.
  • Domestic shipping guidelines apply to shipping within the contiguous United States only. Orders shipped to Alaska, Hawaii, APO, FPO, and US Territories including Puerto Rico, Guam, US Virgin Islands, American Samoa, Northern Mariana Islands, and Micronesia are considered non-domestic and are subject to longer ship times.
  • On occasion, orders are held to be reviewed by our team; these orders may be subject to shipment delays.
  • Carbon38 is not responsible for delays in shipping or delivery that result from factors outside our control such as inclement weather, acts of God, or any other shipping-related issue(s). Under any circumstance, Carbon38 is not responsible for incidental or consequential damages.
How can I track my order?
  • Once your order has shipped, we will send a confirmation email that includes tracking information.
  • You can also find your tracking number by logging into your Carbon38 account.
    • From your desktop: Select “Order History” from the drop-down menu at the top right corner of the screen. Select “View Order” next to the order number you wish to track to find tracking information.
    • From your mobile browser: Select “My Account” from the drop-down menu at the top left corner of the screen. Select “Order History” and “View Order” to track your order by order number.
  • Please allow up to 24 hours from when you receive your tracking number for activity to update.
Do you ship to military addresses (APO/FPO)?
  • Yes. There are no special requirements; these are are treated as normal shipments.
Do you ship internationally?
  • Yes. We ship to most countries outside of the United States for a flat rate of $30.00 USD/order.
  • Orders shipping to Canada are free for purchases over $200. Orders shipping to Canada for purchases less than $200 will be charged a $6.99 flat rate shipping fee
Do you cover international shipping duties?
  • All international orders are shipped Delivered Duty Unpaid (DDU), meaning duties and taxes will be charged by the shipping provider upon delivery to the customer. Payment of the taxes and duties is required to release the order from customs.
About Your Order
I just placed my order. Can I still make changes to my cart?
  • Unfortunately, once an order has been placed, we are unable to add or remove items.
Can I cancel my order?
  • Please call Customer Care at 888-505-0897, Monday through Friday, from 9AM to 6PM, PST and we can attempt to make a cancellation. We are unable to halt a shipment once an order is out. You can, however, always return your items to us for credit or a full refund within 30 days of your order date.
Can I update my shipping address?
  • Yes, as long as the order has not yet shipped. Please call Customer Care at 888-505-0897 and we will do our best to accommodate.
Why haven’t I received my entire order?
  • We do our best to ship your order in full. However, in the rare case that an item is unavailable, we will notify you via email and refund you for any missing items
Do you offer gift wrapping?
  • Yes. At checkout, you will be presented with an option to add a hand-wrapped gift box for $6.99.
Prices/Sales/Promo Codes
Do you charge sales tax?
  • Yes, we charge sales tax in most states. The tax will be reflected at checkout once you update your shipping address.
I forgot to use my promo code—what do I do?
  • Please contact customercare@carbon38.com.
  • As long as your purchase is eligible for the promo code, we will refund the difference to the card we have on file or issue store credit.
  • Promo codes are not applicable to items that are purchased on sale
My purchase went on sale right after I ordered it. Can you honor the sale price?
  • Please contact customercare@carbon38.com ASAP. If the item went on sale within 24 hours after you purchased it, we can honor the sale price. We will refund the difference to the card we have on file or issue store credit. Please allow up to 3 business days for the refund to hit your bank/credit card (sometimes longer depending on your bank).
Why doesn’t my promo code work?
  • Promo codes can only be applied to full price items, unless otherwise stated.
  • Once a promo code is used, it cannot be used again for another order.
  • Promo codes are non-transferable.
Do you offer any first-time customer discounts?
  • On occasion, we may offer discounts for new users. Sign up for our email list for exclusive access to discounts and offers.
Odds & Ends
Do you have a brick-and-mortar store?
  • At this time, Carbon38 is exclusively an online store.
Can I purchase a physical gift card?
  • You can purchase a physical gift card or paperless gift card by visiting carbon38.com/giftcards
  • We offer paperless gift cards at any value of $50 or more. For an additional $6.99 gift wrapping fee, we will mail you (or your friend or loved one) a gift card in a beautifully hand-wrapped gift box.
  • Treat yourself to our holiday special! Through November and December 2017, we are offering free shipping on gift cards shipping via our domestic, standard ship method.
  • Purchases of gift cards cannot be combined with other merchandise.
  • Gift cards are non-refundable.
  • Click here for full gift card terms & conditions.
Will you reorder sold out items?
  • While many of our items are limited availability, we do reorder popular styles including our essentials. Please check back to see if your favorite items have been restocked
Can you alert me if the sold out item I want comes back in stock?
  • Yes! Click on your item and click on the size you want. A pop up will ask if you want to be notified by email if the item comes back in your size.
How do I unsubscribe from your emails?
  • Simply click the “Unsubscribe” button at the bottom of one of our emails, or send a request via email to customercare@carbon38.com to unsubscribe.
Contact Us

Based in our Los Angeles headquarters, our Customer Care Team is here to help. You can reach us by email at customercare@carbon38.com or by phone at 888-505-0897 from 9am–6pm PST, Monday through Friday. We’re here to answer any and all questions so you can look and feel your best. Our service team knows our brand inside and out and is equipped to advise on sizing, fit and feel, shipping, orders, product information, etc.

 

How can I become a brand ambassador?
  • We offer an incentive program to certified fitness instructors through our Team38 Ambassador Program. To apply, visit: https://www.carbon38.com/team38/about/
  • How can I become a brand affiliate?
  • Do you have a blog with a devoted fanbase? Are your followers looking to you to find the latest in fashion and fitness? If so, the Carbon38 affiliate program is just for you. You can earn commission from sales you generate at Carbon38 as well as perks like complimentary product and gifts, and social media features. Whether your focus is fashion, fitness or both, we want you on our team!
  • To apply to be an affiliate, email us at Carbon38@gen3marketing.com
How can I find out about partnerships?
  • We're always on the lookout for fitness-minded and fashion-forward individuals and companies who want to partner with Carbon38. Let's do something great together!
  • Email: partnerships@carbon38.com
Where should I direct press inquiries?