Frequently Asked Questions
Everything you need to know about shopping with Cargovelox. Can't find your answer? Email us at support@cargovelox.com and we will respond within 24 hours.
Ordering
How do I place an order?
Browse our store, add items to your cart, and proceed to checkout. Enter your delivery address and payment details. You will receive an order confirmation email within a few minutes of completing your purchase.
Can I change or cancel my order after placing it?
We process orders quickly. If you need to change or cancel, contact us at support@cargovelox.com within 12 hours of placing your order. Once your order has been dispatched we are unable to make changes.
Do I need an account to shop?
No. You can check out as a guest. Creating an account is optional but lets you track orders, view your order history, and check out faster next time.
Why did I not receive an order confirmation email?
Check your spam or junk folder. If it is not there, contact us at support@cargovelox.com with your name and the email address you used at checkout and we will resend it.
Shipping and Delivery
Do you offer free shipping?
Yes. All Cargovelox orders ship free worldwide. There is no minimum order value and no hidden shipping fees.
Which countries do you ship to?
We currently ship to Canada, Australia, New Zealand, and India. We are working on expanding to more countries soon.
How long does delivery take?
Estimated delivery times from the date of dispatch: Canada 7 to 14 business days, Australia 8 to 16 business days, New Zealand 8 to 16 business days, India 10 to 18 business days. These are estimates and may vary during peak periods or due to customs processing.
How long does order processing take?
Orders are processed within 1 to 3 business days of payment confirmation. You will receive a shipping confirmation email with your tracking number once your order has been dispatched.
Will my order be affected by customs?
Most orders fall below the duty-free threshold in your country and clear customs without any fees. In rare cases where duties apply, the customer is responsible for paying them. We declare all shipments accurately and honestly on customs forms.
Tracking
How do I track my order?
Once your order is dispatched you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also log into your account and view your order status there.
My tracking has not updated in several days. What should I do?
Tracking updates can sometimes take 24 to 48 hours to appear after dispatch. International packages may also have gaps in tracking updates while in transit between countries. If your tracking has not updated for more than 10 business days, contact us at support@cargovelox.com and we will investigate with the carrier.
My tracking says delivered but I have not received my package.
Contact us at support@cargovelox.com within 7 days of the marked delivery date. We will investigate with the carrier. In most cases the package has been left with a neighbour, in a safe location, or at a nearby collection point. We will resolve this for you.
Returns and Refunds
What is your return policy?
If your item arrives damaged, defective, or is not as described, contact us within 15 days of delivery at support@cargovelox.com. We will resolve the issue with a full refund or replacement.
Do I need to return the item to get a refund?
For orders under CAD 25, we operate a refund-without-return policy. You keep the item and receive a full refund. For orders above CAD 25, we assess each case individually and will advise you on the best resolution.
What information do I need to submit a refund request?
Email support@cargovelox.com with your order number, a description of the issue, and a photo of the item if it is damaged or defective. We respond to all refund requests within 24 hours on business days.
How long does a refund take?
Once approved, refunds are processed to your original payment method within 5 to 10 business days depending on your bank or card provider.
My item is not what I expected. Can I return it?
If the item matches its product listing description, we are unable to accept a return on the basis of a change of mind. However if the item is materially different from what was shown or described, contact us and we will make it right.
Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed through secure, encrypted payment gateways.
Is it safe to enter my card details on your website?
Yes. All transactions are processed through Shopify Payments, which is PCI-DSS Level 1 compliant. Cargovelox never sees or stores your full card details.
Will I be charged in my local currency?
Yes. Prices are displayed and charged in your local currency. Canadian customers are charged in CAD, Australian customers in AUD, New Zealand customers in NZD, and Indian customers in INR.
My payment was declined. What should I do?
Check that your card details are entered correctly and that your billing address matches what your bank has on file. If the problem continues, try a different payment method or contact your bank. You can also reach us at support@cargovelox.com for assistance.
Products
Are your products good quality?
We source products from verified suppliers and review each product before listing it. We stand behind what we sell. If anything arrives below standard, contact us and we will resolve it immediately.
Will the product look exactly like the photos?
We make every effort to ensure product photos accurately represent the items we sell. Slight variations in colour may occur due to screen display settings. If your item is materially different from the photos, contact us within 15 days of delivery.
Do your products come with a warranty?
Product warranty varies by item. Where a manufacturer warranty applies it will be noted in the product description. Our 15-day return policy applies to all products independently of any manufacturer warranty.
Contact and Support
How do I contact Cargovelox?
Email us at support@cargovelox.com. We respond to all enquiries within 24 hours on business days. Our business days are Monday to Friday, excluding Canadian public holidays.
What are your support hours?
Our support team operates Monday to Friday. We aim to respond to all emails within 24 hours. During peak periods response times may be slightly longer but we always get back to every customer.
I have a complaint. How do I raise it?
We take all complaints seriously. Email us at support@cargovelox.com with the details of your concern. We will acknowledge your complaint within 24 hours and work to resolve it within 3 business days.