How do I place an order?
Simply add the items that you would like to purchase to your cart and proceed to checkout! We do accept phone or email orders at this time.
How do I cancel my order?
If your order has not yet shipped, and you would like to cancel your order, please send an email to firstname.lastname@example.org with the word "cancel" as well as your order number in the subject line. We will respond to cancellation requests during the business hours of Monday to Saturday 10am-7pm. We are not able to cancel or change any part of an order once it has shipped from our warehouse.
Please double check all information before confirming your order. Once an order is placed, there is no guarantee that we will be able to cancel or edit the order information, even if the status still states "Unfulfilled" or "Pending Fulfilment".
*Please refer to our Return Policy for information on how to process a return or email email@example.com for help.
When will my order ship?
Domestic and international orders with standard shipping may require +1 day to process and ship.
Domestic and international orders with expedited shipping that are placed after 12 pm Pakistan Standard Time may require +1 day to process and ship. Orders placed after 12 pm on a Friday may not be processed and shipped until the following business day.
*Orders placed on Saturday or Sunday will be processed and shipped on the following business day.
Where can I find my tracking number?
You can find your tracking information by logging into your Carrot account with your order history.
When you find the order number that you'd like to track, you will find the tracking link below the product information on the order's page.
Please allow 1 business day for the tracking to be updated by the carrier. For additional shipping & tracking inquiries, please contact the courier directly. Unfortunately, we view the same tracking information as you, so please utilize the carrier's resources before reaching out to our customer support for additional assistance.
For international orders, there are usually no further updates once the item leaves our warehouse with Standard Shipping. For more detailed tracking information for international shipments, please copy & paste your tracking number into the search bar here: https://www.blue-ex.com/ or https://www.tcsexpress.com/tracking or https://www.dhl.com/pk-en/home.html
Why was I charged VAT/GST and or Customs duties?
Some countries may impose additional taxes or duties (i.e. VAT/GST) on imports received from Pakistan. You are responsible for any such extra taxes or fees your government applies to get the package delivered. Carrot will do the best we can to provide the best international shipping experience possible, but much of the process is out of our control and is in the control of your countries' officials and mail systems.
If a package remains unclaimed, it will be returned to Pakistan and we will provide a refund for the items. We are not able to refund the shipping charge in this case. The time a country holds a package in customs varies, and we do not have means of contacting these offices.
Where do I enter my coupon code?
Click on the "Apply Coupon Code" link on the right-hand side of the checkout screen. Then enter your code in the box.
Clicking the "COMPLETE SECURE CHECKOUT" button will finish your checkout process and process your payment.
My discount code is not working at checkout. What's the deal?
Carrot's discount codes are only applicable to full-priced and in-stock products for the active duration of the code. This means that if there are any products in your cart that are already discounted, preordered, or backordered your discount code will not be applicable to those items. All of our discount codes that are shared via email or social media only last for a limited amount of time, so be sure to double check if the code is still active.
How do I find my order status?
To check the status of an existing order, log into your account by finding the 'Log In' link at the bottom of our website:
Once logged in, you'll be directed to your order history page where all of your past and current orders will be visible. Click on the order number for more information on its current status. If the order has been assigned a tracking number, that will also be included on this page.
If you're tracking number has been pending or in pre-shipment phase for 2 business days, please contact us directly with your order number in the subject line to firstname.lastname@example.org for further support.
How can I change my order or shipping address?
If you have not yet received a shipping confirmation email, we may be able to edit your order prior to being processed for shipment. Please reach out directly to email@example.com with your order number in the subject line and your full name and new address in the body of the email. If choosing to edit any items in your order, please include the new preferred item's model, size, style, and color in your email so we can make the changes right away.
Orders tend to ship the same day, so once an order is placed, there is no guarantee we will be able to make any changes. Please double check all information before confirming your order.
Once your order has been processed for shipment, we are not able to change the delivery address, cancel the order, or adjust the shipping method. Thank you for understanding.
Why was I charged immediately for a pre-order/back-order?
We charge customers at the time of purchase if you opt for online payment in order to secure the new inventory for your order.
If you would like to cancel your pre-order or back-ordered item(s), please reach out to firstname.lastname@example.org with your order number in the subject line.
What payment methods do you accept?
We accept Cash on Delivery, Online Bank Transfer for products value above PKR 100,000/- Payment through MPOS Machine (2.5% Extra Charges) Visa, Mastercard, Union Pay (2.5% Extra Charges).
Return & Exchange Policy
Need to return something? No problem! We want to make sure you buy official branded products from Carrot. If that's not the case, we can help you to make a return on any valid items. All you need is your order number and the email address associated with your order to get started.
Valid* items can be returned for free within 7 days of the ship date of your order. Returned products will only be accepted if they are in unused condition with the original packaging intact and the return is completed through our online Return Center. We cannot guarantee that your item will be accepted as a valid return if it does not meet these requirements. If your item is not accepted as a valid return you may not receive your refund, exchange, or store credit.
Your item(s) may be returned for either a refund, exchange or store credit. You may return gifted items that were originally purchased from carrot.pk for exchange, store credit, or a refund to the original purchaser only.
*Items found in the Carrot Outlet(s) are final sale and not valid for returns, refunds, or exchanges. Used items or items that no longer have their original packaging intact are not valid for returns and will not be accepted.
International Return Policy
We support international returns! However, we are not able to cover return shipping fees for packages that are returned to us from outside Pakistan. If you are located outside of Pakistan, you may start your return in our Return Center and you will be sent instructions for mailing your item(s) to our Head Office. International orders may only be returned for a refund or store credit.
The original shipping fee of an order is non-refundable, except in cases where we made a shipping error. We never charge any restocking fees for your return. Your refund will cover the value of the returned item(s) at the time of purchase, minus any discounts that were applied to your order. Your refund will be issued to the original method of payment once your returned items have been received, processed, and restocked at our Head Office.
If you choose an exchange for your returned item(s), your new exchange order will be processed and shipped once your returned item(s) have been received, processed, and restocked at our Head Office. If you are owed a partial refund due to a price difference in your exchange order, please refer to the Refund Policy above. If there is a difference left to pay for the item(s) in your new exchange order, you will be sent a link via email to complete payment on our website for your new order. Your new exchange order will only be shipped out to you once this any outstanding payments are completed.
Who can I contact for other questions?
Can't find the answer you need in our Support Center? Please email us directly at email@example.com or better yet, message us on Facebook or Instagram and we'll reply right away!
If you have any questions related to listing your brand or products with us, shoot a line to firstname.lastname@example.org or Call/WhatsApp at +923111444694