Info

Thank you to all of our lovely customers that support us! We need a little extra time to fulfill orders placed within a week of our launch date. We appreciate your patience. 💘

Shipping

Stay confident about your purchase and informed about the status of your order.

Regular shipping is charged at a flat rate based on your order total. Spend more than $250 for free shipping in North America.

Want to get the (shipping) ball rolling as soon as possible? Checkout before 3:30PM EST Monday to Friday and we will pack and process your order before 7PM EST on the same day. We schedule pick-ups every Tuesday and Friday. You may not see shipping updates for the first few days while your package waits to be picked up.

If you purchase your order within 1 week of new launches, please be patient as we are a small team trying to scale a growing operation. It can take us up to two weeks to catch up to new orders. Thank you for your patience and support!

If you choose the DHL Express option at checkout or your address is outside of Canada and the US, your order will use our partner service through DHL.

The order will be processed and shipped within 1 business day. DHL collects packages from our warehouse around 1PM EST. If you haven't received shipping confirmation within 2 business days of your purchase please contact us.

Please note that this a new service and may be subject to some growing pains. We are doing our best to integrate the DHL process into our systems but there are bound to be some bumps in the road. Please contact our customer support team if you have an issue with the DHL Express service. 

If you purchase your order within 1 week of new launches, please be patient as we are a small team trying to scale a growing operation. It can take us up to two weeks to catch up to new orders. Thank you for your patience and support!

There is a 5 step process we affectionately call the 4 Ps.

Purchase
You purchased some Carmico goodies, hell yeah! You will receive a confirmation email soon (make sure to check your junk mail).
Pack
We pack your whole order into some sustainably made packaging. We also include some extras for you to keep.
Process
Once an order is packed it will be processed by one of our team members. They print shipping labels, update your tracking information, and set your package aside for our next scheduled pick-up.
Pick-Up
Our shipping partner sends a courier to collect all of the orders that have been processed up until the pick-up date. The consolidated orders are delivered to our shipping partner's facility within a couple of days.

 

If you purchase your order within 1 week of new launches, please be patient as we are a small team trying to scale a growing operation. It can take us up to two weeks to catch up to new orders. Thank you for your patience and support!

Canada Post collects the package from our shipping partner. (This is when you will see tracking updates.)

Canada Post routes your package to the regional facility closest to your address.

The local facility delegates your package to a courier and the item is out for delivery.

Delivery (hopefully)!

Our shipping partner transfers your package from its Canadian facility to its US facility.

USPS collects the package from our shipping partner's US facility and routes it to the regional facility closest to your address. (This is when you will see tracking updates.)

The local facility delegates your package to a courier and the item is out for delivery.

Delivery (hopefully)!

We have started using DHL in place of Asendia (our old international courier). This change works out better for both Carmico and our customers. Your packages will now deliver significantly faster and our site displays a live rate rather than charge a flat rate for international shipments.

International customers can expect lower rates on average compared to the older flat rate. If the rate to your address is over $60, please contact us so that we can look into getting a better rate.

Orders using DHL now skip the third-party and are picked up from our warehouse by a DHL driver who will get your package on a plane within the same day. From there, your package flies to your country and will be dispatched to the local DHL courier within 2-5 days.

If your package has failed to deliver, please contact the carrier responsible for delivery as soon as possible. The carrier will help you reach a resolution. Failure to deliver can be caused by (but not limited to) any of the following reasons: The address you provided during the purchase process was invalid or incorrect. One of our employees made a mistake when entering your address for postage. The address is new and the postal service's system has not been updated with the new address. The carrier has lost your package (this rarely happens).

The party responsible for the error will also be responsible for the additional cost of shipping

If we made the mistake, sit back and relax. It's on us and we will happily reissue or intercept your order with updated address info as soon as possible. If you made the mistake when entering your address info during checkout, we will have to send you an invoice for additional shipping. Get in touch with us and we will send you an invoice with a charge based on your national shipping rates. If the carrier made the mistake you must contact the carrier for a resolution. If they have lost or damaged your package we can claim shipping insurance on the order and refund or reissue your order. We will need you to do the footwork on this since carriers tend to need receiver information that we don't have access to.

Other than the business relationship we have with our shipping partners, we do not have any connection to the shippers and hold no power over their process. The Carmico team cannot make changes to information, reroute, or cancel shipments that have already started their journey.

If you suspect your package is lost you must contact us within 90 days of the original ship date.

Returns

Not satisfied? Don't worry, we'll do what we can to make things right!

Visit our return portal to initiate a return.

Once you’ve filled out the return form, a return request is sent to our dashboard. Some requests are automatically approved but some must be manually approved. Manual return requests are approved or denied by our customer service team on business days during our business hours. 

When your return request has been processed you will receive an email with information about your next steps. If your request was approved, you will receive an email with a return label and shipping instructions. If your request was denied, you will receive an email with a reason for denial.

If you purchased tracking on return packages outside of Canada, your tracking will show as "Delivered" when it reaches our shipping partner's US facility. It will take a little longer before we receive it at our warehouse.

You will receive an email notification once the return has been processed. Please allow up to 5 business days to observe the refund deposit before contacting our support team about missing funds.

Tracking

Tracked: Returns sent to our Canadian address

Partially tracked: Returns sent to our NY address will be tracked until the package reaches the US address. It will take 2-3 weeks for us to receive the package after it has arrived at the US address.

Timeline

Packages to our Canadian address 

Ship the return package to the address on the label (Canada 2-5 days; US 3-7 days; elsewhere 1-3 weeks)

Packages to our US address

Ship the return package to the address on the label (US 2-7 days; elsewhere 1-4 weeks depending on origin)
Our shipping partner transfers our returns from their US address to their Canadian address. (3-5 business days)
Our shipping partner consolidates returns before shipping them to our Canadian address. (1-2 weeks)

Our Warehouse (The Canadian Address)

Your return is processed at our warehouse. You will receive an email confirming package reception followed by an email with your refund information. 1-2 business days
Refund appears in your bank statement. 3-5 business days Note that if the product is returned in unsellable condition we will not issue a refund for the product. We will arrange a shipment for you to retrieve the returned items.

All of our items labelled final sale are yours once you have made the purchase. You may cancel your order on final sale items before your package ships or within one week of purchase, whichever comes first. After that, you're committed to ownership. We will not allow returns on final sale items under any circumstance.

We expect that any items being returned are returned to us in a condition that the average customer would consider acceptable for purchase. It is reasonable for you to try on the item to ensure that it fits comfortably but excessive wear is risky. Items are not resalable if they are physically damaged (see the glossary definition for "damage" in our Refund Policy), show signs of use, or are labelled final sale at the time of purchase.

We will accept the return of all defective products if we deem the product unfit for use. We will offer a replacement item at no additional cost. If you don’t want a replacement, we will issue a full refund to the tender type that you used to complete the initial purchase.

Items that are tampered with will not be refunded.

If you purchase tracking for your return package it will track until it reaches our carrier’s US facility. Your tracking status will be “delivered” but know that it has been delivered to the carrier’s facility, not our warehouse. We can see the status of the package while it is in transit from our carrier’s facility to our warehouse using their software.

We're all human over here (no robots allowed) and sometimes we make mistakes. If your order contains a product you didn't order or is missing a product that you did order, contact our customer service team for a resolution. We can't expect our customers to return items they did not order so as a general rule, anything you get in your package you are entitled to keep. If an item was sent to you in place of an item that you ordered, we will send the missing items to you in a new package, free of charge. We will be accountable for all of the mistakes that we make and will do our best to make things right. If there is no other way to resolve the issue, we will issue a refund for the missing items.

Sustainability

We do our best to be sustainable but we also know we're not perfect. If you have suggestions for how we can do better we’d be happy to hear them!

Most of our apparel goods are 100% cotton unless otherwise stated and we are moving away from animal-based materials like Wool in favor of plant-based fibers! TENCEL Carmico apparel is on the horizon.

We use compostable (and re-usable) mailers made from food waste gathered during the processing of corn. It's all made by our friends at TishWish!

Our tissue paper is from noissue where they use soy-based ink for an environmentally friendly, bio-degradable product.

Carmico almost exclusively uses natural products and everything in your order should bio-degrade including all of the packaging. Unfortunately, the only exception to that is the cellophane package that our apparel products arrive in. We have requested to have our products shipped without the plastic but due to health and safety regulations (especially during COVID) that is not possible.

For bigger orders, we use recyclable cardboard boxes and recyclable paper tape printed with soy-based ink, also by noissue!

Ethics

It's our top priority to keep everybody involved with Carmico as happy as possible.

Our team members and the people employed by our manufacturers are all paid living wages. Our manufacturers are audited for safe workspaces and ethical treatment of their workers.

The materials and final products for our hats, sweaters, and shirts are all manufactured in China. We have done our best in our search for ethical sourcing to ensure fair treatment of the workers (we do not and would not ever use sweatshops).

The companies we use send us pictures of working conditions, progress updates, and other evidence that makes us confident that they are not mistreating their workers. They are also certified by Alibaba which is a strong indicator that they are doing things right. There are significant repercussions for abusing that certificate and the policies related to achieving it.

We have been looking for alternatives to Asian manufacturers but there really aren’t many options. Almost all fabric is milled overseas, even if the garment construction is done elsewhere (a lot of companies will get the minimum amount, about 10%, of manufacturing done from a national company to get the made in [?] stamp).

We are working with a new manufacturer for the summer line. They are based in Bangladesh but facilitated through a Canadian company. We have scoured North American manufacturing options but we would still have to ship materials from foreign countries; the extra shipping would be a tick off the sustainability checklist. Maybe some day we’ll be big enough to start our own, home-grown manufacturing business that does it all in Canada... Some day. 🤞

 

Still have questions? Feel free to email us or click the ❔ at the bottom of the screen!