Frequently Asked Questions (FAQs)
Below is a curated list of our most frequently asked questions at cartiiva, the official brand of 56 MEDIA COMPANY LIMITED. We hope this resource helps you find quick answers regarding our embroidered shirts, hoodies, premium sweatshirts, and general shopping policies. If you still need assistance, feel free to reach out to us at contact@cartiiva.com.
1. Where Are You Located?
We operate from our head office at 182 Bo De Street, Bo De Ward, Long Bien District, Hanoi, Vietnam, with a dedicated warehouse in the United States at 18096 SW Handley St, Sherwood, Oregon, 97140, USA. This dual-location setup allows us to streamline order fulfillment and return processes for U.S. customers.
2. Which Payment Methods Do You Accept?
We currently accept PayPal and Stripe. Through Stripe, you can pay with major credit or debit cards such as Visa, MasterCard, American Express, and Discover. Both gateways offer secure encryption and fraud prevention measures to protect your transaction.
3. Do You Ship Outside the United States?
At this time, we only ship within the contiguous U.S. We do not ship to Hawaii, Alaska, U.S. territories, or international destinations. We also cannot deliver to P.O. Boxes or APO/FPO military addresses.
4. How Much Does Shipping Cost?
We offer free standard shipping on orders of $199 or more (before taxes and discounts). For orders below $199, we charge a flat $7.99 shipping fee.
5. How Long Does Order Processing Take?
We typically process orders within 2–4 business days, Monday to Friday from 8:00 AM to 6:00 PM (Indochina Time, ICT). Orders placed after 6:00 PM ICT begin processing the following business day.
6. When Will My Order Arrive?
After processing, packages usually take 7–15 business days to reach you, depending on your location. We ship via FedEx, UPS, or USPS, selecting the most reliable carrier for your destination.
7. Can I Track My Shipment?
Yes. Once your order ships, we’ll email you a tracking number. Simply enter this number on the carrier’s website to view your delivery status in real time. If you have any tracking issues, please contact us at contact@cartiiva.com.
8. Do You Charge Sales Tax?
We charge 5% sales tax on all orders shipped within the United States. Any additional local or state taxes will be calculated at checkout if applicable.
9. What If My Item Is Damaged or Lost During Shipping?
If your embroidered shirt, hoodie, or sweatshirt arrives damaged—or if your tracking shows it as delivered but you haven’t received it—reach out to us immediately. Please include photos of any damage or relevant tracking details. We will work with the carrier to investigate and resolve the issue as quickly as possible.
10. Do You Offer Returns or Exchanges?
Yes. We want you to be completely satisfied with your purchase. Our Refund & Returns Policy grants you 30 days from the delivery date to initiate a return or exchange, provided items are in original condition, unwashed, and unworn. For full details, please review our Refund and Returns Policy.
11. How Long Does It Take to Receive My Refund?
Refunds are typically processed within 2–5 days after we receive and inspect the returned item. Please note that it may take additional time for the credit to appear on your original payment method, depending on your bank or payment provider.
12. Can I Cancel or Modify My Order?
You may cancel or modify your order within 24 hours after placing it, provided it has not yet shipped. Contact us at contact@cartiiva.com with your order details. Once your package is in transit, cancellations or modifications are no longer possible, but you can initiate a return after delivery if needed.
13. Are My Payment Details Secure?
Absolutely. We utilize SSL encryption during the checkout process, and we do not store sensitive payment information on our servers. Both PayPal and Stripe maintain rigorous security standards to protect customers from fraud.
14. Why Is My Order Delayed?
Occasionally, orders can be delayed due to stock shortages, inclement weather, or high-volume shopping periods. If your shipment is significantly postponed, we will notify you via email with updated information on its status.
15. How Can I Contact You?
If our FAQs don’t address your concerns, please get in touch using any of the following methods:
Company Name: 56 MEDIA COMPANY LIMITED
Company Number: 0108847923
Address: 182 Bo De Street, Bo De Ward, Long Bien District, Hanoi, Vietnam
Warehouse: 18096 SW Handley St, Sherwood, Oregon, 97140, USA
Email: contact@cartiiva.com
Phone: +84 (966) 17-0391
Phone US: +1 (971) 979-2079
Contact Form: Click here
Business Hours: We are available Monday – Friday 8:00 AM to 6:00 PM (Indochina Time, ICT) to assist you with any inquiries.
Response Time: Our dedicated customer service team strives to respond to all inquiries within 12 hours during business days, ensuring prompt and reliable support.
Our support team is committed to providing timely and helpful responses to ensure a smooth shopping experience.
Thank you for choosing cartiiva. We appreciate your interest in our embroidered clothing, and we hope these FAQs have addressed any questions you might have. Feel free to reach out if you need further assistance!