FAQ (Frequently Asked Questions)
Frequently Asked Questions and Answers
Below we present dozens of the most frequently asked questions along with answers. If these questions and answers do not resolve all doubts, please contact us via e-mail at [email protected] or by phone at +48 883 4747 729 on business days from 11:00 to 18:00, on Saturdays from 8:00 to 13:00.
What does the Buy button mean, and what does Order mean?
Products with the "buy" button are in stock, while products with the "order" button are items available "on order," meaning we procure such goods specifically for a customer's order.
What does the availability status In Stock, Available, and On Order mean?
In stock - products with the status "in stock" are available in our warehouse. We even provide the quantity of the product available in our warehouse - you can purchase these products using any payment method (cash on delivery, bank transfer, installments).
Available - products with the status "available" - you can buy any quantity, but the shipping time depends on whether they are in our warehouse or an external warehouse, and the quantity of products ordered. For example, if 2 products are available and you order 3 pieces, the order may have an extended delivery time or be split into 2 packages, with the first one shipped immediately after placing the order, and the second one after the missing item is sourced from an external warehouse. You can purchase products with this status using any payment method (cash on delivery, bank transfer, installments).
On order - products with the status "on order" are procured specifically for the customer's order - you can purchase these products only with prepaid payment by paying 100% deposit (you can also purchase such products on an installment plan).
What is the waiting time for the products?
The vast majority of products with the status "available" are shipped the same day or within 24 hours from the time of order. However, there are periods when orders accumulate, and in such cases, the store automatically informs that the shipping of goods may be extended, for example, to 48 hours from the time of order.
What is the waiting time for products with the availability status "available"?
The vast majority of products with the status "available" are shipped within approximately 2-5 business days from the moment the order is placed. However, there are products for which the waiting time is slightly longer, although it should not exceed 14 days.
What is the waiting time for products with a status of available on order?
The vast majority of custom order products are shipped within 2 to 14 days from the moment of order. However, there are products with a longer waiting time. If this is the case, it is described in the product's stock status or in the content description.
Why is there a grey "out of stock" button next to the product?
It appears that the item which we usually have in stock has sold out, and the system has changed its stock status to "out of stock."
Why can't I add items to the cart?
It seems that you want to purchase an item that is currently out of stock. You can sign up to track the product by providing your email address, and you will be automatically notified once we receive a delivery of this item.
Why are not all available products that are in accordance with the description listed in the selection options?
It seems that you want to purchase a version of the product that we currently do not have in stock. You can sign up to track the product (provide your email), and you will be automatically notified as soon as this version of the product is restocked.
Are you sure the product I ordered is available in stock?
In 99% of cases, the product with the status "available" is in stock. We reserve 1% for warehouse errors and situations where the product is damaged, making it impossible to send a fully functional product. If such a situation occurs, we contact the customer to determine the next course of action.
Do I need to register/create an account to make a purchase?
No. It is not necessary to register to place an order in our store. However, creating an account offers you tangible benefits - every user making purchases participates in the Carp-Coins loyalty program (collecting points that can be exchanged for rewards - see promotion terms), and by building a purchase history, you can enhance your customer status, which allows you to obtain discounts on purchases, free delivery options, or even price negotiations! Logged-in customers also do not need to re-enter address details for subsequent orders, can track their order status in real time, and have access to the history of previously completed orders.
Can I pay for purchases in the online store with a credit card?
Yes. Currently, payments with Visa and Maestro cards are processed through the PayU system.
Can I pay for my purchases to the courier upon delivery or by bank transfer so that I don't have to have cash ready for the courier?
Yes. Both forms of payment are possible. The form of payment for purchases is selected in the 2nd step of the shopping cart.
Can I purchase in installments?
Yes. Installment sales are available for orders from 150 PLN and are handled by the Santander Instalments system or Credit Agricole. The banks that process the installments are Santander Consumer Bank and Credit Agricole. The procedure can be completed entirely online, from filling out the installment application to receiving the credit decision in about 15 minutes!!! The installment system is described in detail in the section How to buy in installments?
I don't know if the payment via bank transfer or PayU was successful. What should I do?
Please wait a moment and check if the transaction has been recorded in your account in the case of bank transfer payment. If not, please contact the store support via e-mail at [email protected] or by phone at +48 883 474 729 and describe the situation. Together we will determine a course of action that is satisfactory for both parties.
I don't know what's happening with my order. What should I do?
All orders go through 4 statuses: "new order," "confirmed order," "order in progress," and "completed order." Customers are automatically informed via email about each status change and the current progress of their order. If this does not answer your question, please contact store support via email at [email protected] or by phone at +48 883 474 729 during store hours. We will check and explain what is happening with your order.
Can I receive an invoice for the ordered goods?
Yes. Please select this option in step 2 of the ordering process (by default, we issue a "receipt").
What is the cost of shipping for the ordered goods?
The shipping cost depends on the weight of the purchased goods, the payment method, and the selected carrier. The store will automatically calculate the appropriate costs in the shopping cart. Shipping costs can also be checked on the page Shipping Rates.
From what amount are there free shipments?
Currently, all orders over 300 PLN are shipped at our expense. However, this applies only to domestic transactions and domestic shipments.
How quickly / When will my order be shipped?
Most cash on delivery orders placed by 10:00 AM are shipped the same business day. If you chose bank transfer as your payment method, the shipment will be processed after the payment is credited to the store's account. The bank transfer clearing session in our bank takes place at 12:30 PM on each business day. To expedite the processing of bank transfer orders, you can send the transfer confirmation to [email protected].
What time are the packages picked up by the courier?
Currently, shipments are picked up around 3:00 PM on business days.
Will I receive a tracking number?
All orders go through 4 statuses: "new order", "confirmed order", "order in progress", and "completed order". The buyer will be informed of each status change via a message sent to the email address provided in the order. The message informing about the shipment will include a tracking number, which can be used to track the shipment. ATTENTION!!! The POCZTEX and POCZTA POLSKA providers additionally notify about the planned delivery via SMS on the day of delivery.
Can I schedule the delivery time of the goods?
We can provide the courier with a suggested delivery time, but unfortunately, we cannot enforce the courier to adhere to our requests. It is best to contact the courier directly after receiving the tracking number to arrange the delivery time.
Can I pick up the ordered goods from the online store in person at the physical store?
Yes, it is possible to select this option, but please provide the planned pickup date in the comments so that we can prepare the goods.
How should I submit a complaint about the goods or the way the order was processed?
To ensure your claim is processed as quickly as possible, please submit your claim to the email address: [email protected] along with a description of the issue, your order number, and contact information so we can accurately and promptly address the submitted claim.
Are my credit card details secure?
Yes. The store does not store credit card information. It is processed only by the payment broker, which is PayU, and the data is transmitted via an encrypted "https" connection.
Are my personal data safe?
Yes. The store has implemented a security policy, and the personal data collection is registered with GIODO.
