Delivery & Complaints

Delivery Complaint

If your product was damaged during transportation or does not match your order (wrong or missing item), please notify us at support@cartivly.com within 48 hours of delivery.

You will first receive an automatic reply—please respond to it by sending us a photo of the package (with the visible label) and the received products, clearly showing the damage.

We will handle your complaint with priority and sincerely apologize for the inconvenience.

Product or Service Complaint

If your product is not working properly, please first check the product instructions, which you can find here: https://cartivly.com

If you have followed the instructions and the problem persists, contact us at .

You will first receive an automatic response—please reply to it by sending a photo or video clearly showing the issue (device turned on, charged, connected, etc.).

If you are unable to demonstrate the defect with video evidence, we may ask you to return the product for inspection. Shipping costs are the responsibility of the sender. Cash-on-delivery parcels will not be accepted.

Disputes

If you have a complaint regarding our product or service and disagree with the resolution, or if we cannot reach a mutual solution, you may submit your dispute to the Dispute Committee via the European Online Dispute Resolution (ODR) Platform: https://ec.europa.eu/consumers/odr/

Only requests that meet ALL listed conditions will be approved.

You can read more about the Terms & Conditions and Cookie Policy via the links at the bottom of the page.