Frequently Asked Questions
Payment
Can I pay with my Credit Card or Debit Card?
– We can accept credit & debit cards as a payment methods.
– How to pay with a credit/debit card:
1. Select your shipping address or create a new one;
2. Enter your card details and click “Submit”
3. Your payment will be processed and we will send a receipt to your e-mail address.
Why has my credit card been declined?
– Please ensure that your card details and personal information have been entered correctly. Below are same of the most common reasons why your credit card was declined:
♦ Your issuing bank did not honor your credit card
♦ The funds in your card are not sufficient to complete your purchase;
♦ The card has expired or the new card has not been activated yet;
♦ System section time-out; please call the bank
♦ Your card has been stolen or is lost;
We do not have access to your credit card information, and thus we suggest you complete the transaction with another credit/debit card or any other payment methods if the problem still persists.
Delivery
- Do you ship internationally?
– Currently, we support shipping to the Kingdom of Cambodia only.
- How does Cartaloq ship your order and how long does it take for shipping?
– You will receive a confirmation e-mail upon you placing an order and another e-mail after your order has been shipped. The second e-mail will contain the tracking information and instructions on how to track your parcel.
The total delivery time is calculated from when your order is placed until the time it is delivered to you. There are two separate portions to delivery time which is Processing time and Shipping time.
Processing time :
- The time it takes to prepare your item(s) to ship from our warehouse. This includes preparing your items, performing quality checks, and packing for shipment.
Shipping time :
- The time for your item(s) to travel from our warehouse to your destination.
- All items sold at Cartaloq are guaranteed to be delivered within two to four weeks.
Note : Deliveries might be delayed due to unavoidable conditions, like slower customs clearance procedures or poor weather conditions and etc.., regarding those uncontrollable situations, the processing time for a refund/resend will
be extended corresponding to the delayed days.
Delivery Status
1. I can see that the status of my order shows “Delivered”, but I have not received my parcel. What can I do?
– Below are some steps and suggestions on how you can solve this issue:
♦ Check if the shipping address of your order is correct;
♦ Ask your neighbors, relatives or friends if they have received the parcel on your behalf;
All orders reported as “delivered” by shipping companies are considered delivered. Cartaloq will be made liable for non-delivery in this case.
2. Will the physical product look the same as the picture shown? How to ensure the quality of the product?
– We choose only trustworthy shops/suppliers with high-quality products for our customers. If you are still concerned about the product, please contact us for more detailed information.
3. Can I negotiate the price?
– We at Cartaloq provide the best price for our customers. The price will be depending on the promotion of the shop or you can use coupons for more discounts. Feel free to contact us for more details about the promotion.
4. Will you deliver my orders to my house? Is it free of charge?
– Yes, we will deliver to your preferred address (don’t hesitate to get in touch with us during order placement free of charge). For the customer address at the province, we will deliver the product to our S+Shop branch for the customer to pick up.
5. I already placed an order for a product; can I still make a cancellation request?
– Once you completed ordering and make payment, you are unable to cancel the order.
6. It has been over (four weeks) and I have not received my product/order. Can I proceed to make a cancellation request or get any compensation?
– We strive to provide the fastest delivery for all our customers. Due to unforeseen circumstances, some orders are not delivered on time. Please contact us for more details.
– For the compensation and refund matters, please read more on the Guarantee and Return Policy.
– If you are still not satisfied with the answer, please contact us for more information.
7. My product is damaged upon receipt/Does not look like the picture/Broken, what should I do?
– We apologize for any mishandlings that happen during the delivery. We will make a refund according to the Guarantee and Return Policy. Please refer to the Guarantee and Return Policy or contact us for more details.
8. I can see that the status of my order shows ‘Product arrived’. When will you deliver the product to my house?
– Our rider will contact you in advance, on the day that they deliver your product to you. Typically, we will deliver the product to your house within 24h-48h (Phnom Penh and Takhmao area) while 72h for the provinces. Please contact us for more information.
Refunds
- Full refunds are not available under the following circumstances:
- Delays caused by the buyer providing incorrect or incomplete delivery information;
- Wrongly ordered by the customer (item, size, color…)
- Delays in delivery caused by any force majeure incidents, such as natural disasters, bad weather, and war;
- Any un-insured order that is lost or stolen;
- Delays in delivery caused by any other beyond Cartaloq control, such as public holidays and Customs issue
The estimated delivery time may also vary according to your location and the origin of your order. If you require any further information or assistance, please do not hesitate to contact us.
*Note: Cartaloq will charge all the compensation/refund in cash-coupon/e-voucher.
Warranty
- Do all products come with warranty?
– Only selected item(s) come with warranty which is solely determined by the Cartaloq supplier.
– If the item comes with warranty, you can see the label at the product page.
– Please contact us if you need further information.
- How to check product warranty?
– You can check product warranty through:
a) Warranty card inside your parcel
b) Under product description on product page
- How do I check my product warranty details?
– You may refer to the details of your warranty on the warranty card attached in your parcel. If there is no warranty card, please check the user
manual or item packaging for more details.
– The warranty period (if applicable) starts from the date you register for it. Please refer to the instructions stated on your warranty card.
- Is there a warranty for the service?
– There is no warranty for the service. However, warranty of the actual product/item is subject to individual merchants. You may refer to the product page for information on warranty for the product. Please contact us if you need further information.
- What is the process when I want to claim a warranty? Where are the warranty centers?
– Please refer to the manufacturer (or service center) details stated on the warranty card included in your parcel. If there is no warranty card, please refer to the user manual or product packaging for more details.
– In any case that you still are unable to locate your Warranty Centers, please contact us and we will be happy to assist you further.