- Returns and Exchanges
- About Your Order
- Prices/Sales/Promo Codes
Returns and Exchanges
How do I return an item?
- 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 email@example.com.
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.
Do you offer exchanges?
- Yes, however, we can only offer size exchanges for the same style/color, as long as the desired size is in stock. Please contact firstname.lastname@example.org 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 is Happy Returns?
- 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.
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 do a request for a return label. At the end you can 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 in 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/credit card account within 2-3 business days after the return has been processed, but this varies based on your bank.
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?
- We are only able to cancel orders that have not yet shipped out of our distribution center. 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 and we will do our best to accommodate.
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
Can I purchase a physical gift card?
- Call Customer Care at 888-505-0897 Monday-Friday 9AM-6PM PST for assistance and we can mail you a physical gift card.
- A virtual gift card can be purchased online by going to Accessories and scroll down to Gift Cards.
When will my order be processed?
- Orders placed by 11:00am PST will be processed the same day.
- Next Day and Two Day Delivery orders placed by 1:00pm PST will be processed on the same day, or the next business day
- All other orders are processed within 2 business days.
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.
- Generally, you can expect an international order to arrive in 10-14 business days, but delivery times will vary based on destination country.
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” for tracking information by your order number.
- Please allow up to 24 hours from when you receive your tracking number for activity to update.
Do you charge sales tax?
- Yes, we charge sales tax in most states. The tax will be reflected at checkout once you update your ship-to address.
I forgot to use my promo code - what do I do?
- Please contact email@example.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 recent purchase went on sale right after I ordered it. Can you honor the sale price?
- Please contact firstname.lastname@example.org ASAP. We can apply the discount to your order within 3 business days from the order date.
- We will refund the difference to the card we have on file or issue store credit.
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 not transferable.
Do you offer any first-time customer discounts?
- Welcome to Carbon38! We’re so happy to have you shop with us. On occasion, we may offer discounts for new users. Sign up for our email list for exclusive access to discounts and offers.
Do you ship to military addresses (APO/FPO)?
- Yes. There are no special requirements; these 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 with purchases less than $200 will be charged a $5.99 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.
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 send you an email and refund you for any missing items.
What do I do when I get a damaged or defective items?
- Please send an email to email@example.com. In the body of the email please include your order number, a picture of the damage and a short description of the issue.
Do you have a brick-and-mortar store?
- At this time, Carbon38 is exclusively an online store.
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 firstname.lastname@example.org to unsubscribe.
How can I apply to 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/