Shipping & Delivery Policy
At Cariana, we do our best to process and ship your order as quickly and carefully as possible. Please read our shipping policy below before placing your order.
Order Processing Time
All orders are processed within 1 business day after payment has been successfully confirmed.
Orders placed on weekends or public holidays will be processed on the next business day. During high-volume periods, product launches, promotions, or holiday seasons, processing may take slightly longer. If there is a significant delay in processing your order, we will contact you by email or phone.
Shipping Time
Our estimated standard delivery time is 9–13 business days after your order has been processed and shipped.
Please note that the total delivery time includes:
Processing time: 1 business day
Shipping time: 9–13 business days
Estimated total time: 10–14 business days
Delivery times are estimates only and may vary depending on the destination, customs clearance, courier delays, weather conditions, peak seasons, or other circumstances outside of our control.
Shipping Locations
Orders may be shipped from one of our fulfillment locations, depending on product availability and inventory location.
Our orders may ship from:
Hong Kong
Toronto, Canada area
In some cases, items from the same order may be shipped separately if they are fulfilled from different locations. If this happens, you may receive more than one tracking number.
Shipping Confirmation & Tracking Number
Once your order has been processed and shipped, we will send you a shipping confirmation with a tracking number.
The tracking number will be sent to one or more of the following:
The email address registered to your account
The phone number provided at checkout
The email address used when placing the order
Please make sure your contact information is correct before completing your purchase.
How to Track Your Order
After your order has shipped, you can track it using the tracking number provided in your shipping confirmation.
You can check your order status by:
Logging into your Cariana account
Checking the shipping confirmation email
Using the tracking number on the courier’s tracking website
Contacting our customer support team with your order number
Please allow 24–48 hours for tracking information to update after you receive your tracking number. In some cases, the courier may take extra time to scan and update the shipment status.
Incorrect Shipping Information
Please make sure your shipping address, phone number, and email address are accurate before placing your order.
Cariana is not responsible for delivery delays, failed deliveries, or lost packages caused by incorrect or incomplete shipping information provided by the customer.
If you notice an error in your shipping details, please contact us as soon as possible. We will do our best to update your information before the order is shipped. However, once the package has been dispatched, we may not be able to change the shipping address.
Delivery Delays
While we aim to deliver all orders within the estimated timeframe, delays may occasionally happen due to circumstances beyond our control.
Possible causes of delay include:
Customs clearance
Courier delays
Weather conditions
Holiday or peak season volume
Incorrect or incomplete address information
Local delivery restrictions
Unexpected logistics disruptions
If your order is delayed, please check your tracking information first. You may also contact us with your order number, and we will help you check the shipment status.
Customs, Duties & Taxes
Depending on your shipping destination, your order may be subject to customs duties, import taxes, or local fees.
These charges are determined by your local customs office and are the responsibility of the customer unless otherwise stated at checkout.
Cariana is not responsible for delays caused by customs processing or unpaid customs fees.
Missed Delivery or Failed Delivery
If the courier attempts delivery and no one is available to receive the package, they may leave a delivery notice, attempt redelivery, or hold the package at a local pickup location.
It is the customer’s responsibility to follow the courier’s instructions and collect the package within the required time.
If a package is returned to us due to missed delivery, refusal, incorrect address, or failure to collect, additional shipping fees may apply for reshipment.
Lost or Stolen Packages
Once an order has been marked as delivered by the courier, Cariana is not responsible for lost or stolen packages.
If your tracking information shows that your package was delivered but you did not receive it, please check with:
Your household members
Neighbors
Building reception or front desk
Mailroom or parcel locker
Local courier office
If you still cannot locate the package, please contact the courier directly to open an investigation. You may also contact us, and we will do our best to assist you.
Split Shipments
Some orders may be shipped in multiple packages, especially when items are fulfilled from different locations.
If your order is split into separate shipments, you will receive separate tracking information for each package. You will not be charged extra shipping fees for split shipments unless otherwise stated at checkout.
Order Changes & Cancellations
If you need to change or cancel your order, please contact us as soon as possible after placing the order.
We can only make changes or cancellations before the order has been processed and shipped.
Once an order has been shipped, we cannot cancel the order or modify the shipping address. In that case, you may need to wait until the package arrives and follow our return policy if eligible.
Shipping Fees
Shipping fees, if applicable, will be calculated and displayed at checkout before you complete your purchase.
Shipping fees are non-refundable unless the return is caused by an error on our part, such as sending the wrong item or a defective item.
