Shipping Policy

By placing an order on our website, you agree to the terms outlined below. These terms are in place to ensure a clear understanding between both parties and to establish realistic expectations regarding our shipping process.

1. General Information

We strive to maintain accurate stock levels across our platform. However, in rare cases, a stock discrepancy may occur. If an item is unavailable at the time of your purchase:

• We will ship the items that are in stock.

• You will be contacted via email regarding the unavailable item.

• You may choose to wait for restocking or request a refund for that item.

2. Shipping Costs

• Free Shipping is available to customers in Europe, America, and Australia.

• For other destinations, applicable shipping charges will be shown at checkout.

3. Delivery Terms

3.1 Warehouse Preparation

We are a UK-based reseller. We do not manufacture products, but instead source them from authorized resellers and factory outlets.

Brand manufacturing locations include:

• Hoka – Vietnam

• Asics – Vietnam, China, Indonesia

• Puma – India, Bangladesh, China, Vietnam

• Adidas – China, Vietnam

• Nike – China, Vietnam, Pakistan, Indonesia

To keep prices competitive, we ship directly from our Central Warehouse in Hanoi, Vietnam, rather than from European warehouses, avoiding added costs like VAT and import fees.

Shipping Route:
Hanoi → Road Transport to Shenzhen (China) → Air Shipping to Your Country

This streamlined logistics model allows us to offer lower prices.

3.2 Estimated Delivery Time

• Order Processing: 1–4 business days

• Shipping Duration: 4–9 business days

⚠️ Please note: Delivery times are estimates and may vary due to factors like postal delays, customs clearance, public holidays, weather, or strikes.

3.3 Dispatch Schedule

• Our warehouse operates Monday to Friday, excluding national holidays.

• We strive to minimize any shipment delays during these times.

3.4 Change of Delivery Address

• You may request a change of delivery address any time before dispatch.

3.5 Shipping to P.O. Boxes

• We can ship to P.O. box addresses via standard postal services.

3.6 Shipping to Military Addresses

• We also support shipping to military addresses via postal services.

3.7 Delays in Delivery

If your order has exceeded the estimated delivery time, please contact our customer service team so we can initiate an investigation with the shipping carrier.

4. Tracking Your Order

Once your order is dispatched, you will receive a tracking link via email. This will allow you to monitor your shipment based on the latest updates from the courier.

5. Damaged Parcels

• If your parcel arrives visibly damaged, please refuse delivery and contact our support team immediately.

• If damage is discovered after delivery, please reach out to us via our Customer Support page as soon as possible.

6. Duties & Taxes

6.1 Sales Tax

Sales tax is included in the prices listed on our website.

6.2 Import Duties & Taxes

All import duties and applicable taxes are included in your payment at checkout. No additional fees should be charged upon delivery.

7. Cancellations

• You may cancel your order at any point before dispatch.

• Once the order has been shipped, we are unable to process cancellations.

8. Insurance

All shipments are insured against loss or damage up to the full value of the order.

9. Customer Support

If you have any questions or need assistance, please contact us through our:

📩 Customer Support Page
📧 Or email us at: info@cartomy.com