Frequently Asked Questions
How do I know if I have purchased my product(s) and completed the order?
You will receive an email confirming your payment (via PayPal or major credit card) on the purchase order.
How long does it take to process and receive my order?
monCarbone Online Shop will process charges to your PayPal account or credit card immediately upon purchase. Orders are generally shipped within 2~3 Business Days. For standard international shipping, it takes 7-14 days from shipment date to receive your order; express international shipping takes 3-5 days from shipment date.
Does monCarbone ship internationally?
Yes, we offer standard and express international shipping.
What is the policy for holiday promotions?
Please be advised for holiday promotions, they are only valid for the time frame specified on promotion banners. Promotional offers are only in effect while supplies last and cannot be applied toward previously purchased items. For any product(s) purchased, please note that a restocking fee will be applied should the product(s) be returned for exchange or refund. The return process and restocking fee will follow monCarbone’s standard Return & Exchange Policy as detailed under “Services.” monCarbone reserves the right to modify and terminate the terms of this event without any prior notice.
Why is it more expensive now than it was a week ago?
All prices, shipping rates, and product specifications are subject to change without prior notice. Please refer to our website’s published product specification and pricing online for the most current and updated information.
How do I send my order as a gift?
To send your purchase as a gift, please specify a different shipping address than your billing address when placing your order.
Can I cancel my order?
You may cancel your order within 24 hours of placement. If you cancel your order past 24 hours, your cancellation will be treated as a standard return request whereby an associated restocking fee will be assessed.
Can I exchange a product?
Yes, you may exchange your product within 15 days in its original unopened packaging with an RMA number. Email us your request at firstname.lastname@example.org whereby a representative will provide you with an RMA number and instructions on returning the product. Please refer to our “Return Policy” for additional details.
What is monCarbone refund policy and how do I process a return or refund?
You may exchange your product within 15 days in its original unopened packaging with an RMA number. Email us your request at email@example.com whereby a representative will provide you with an RMA number and instructions on returning the product. Please refer to our “Return Policy” for additional details. Refund request will be process per case by case basis.
Is there a restocking fee on exchanges or returns?
Yes, there is a restocking fee on exchanges and returns. Please refer to the “Restocking Fees Schedule” under our “Return Policy.”
What forms of payment do you accept?
monCarbone Online Shop accepts all major credit cards including: MasterCard, Visa, Discover, and American Express.
What is monCarbone payment method?
monCarbone online shop accepts PayPal (including credit card) and Stripe payment method. You will be automatically redirected to the secure each payment gateway of your choice to complete the payment information
What is the difference between Midnight Black, Mystery Black and Stealth finishes?
Midnight Black: Gloss mirror finish that is commonly seen on bicycles, golf clubs, racing cars, etc. Mystery Black: Unique matte finish that allows you to feel the weave of the carbon fiber material. This textural treatment features scratch-resistant capabilities. Stealth Black: is an unique non-slip smooth matte finish that provides extra grip security when holding your phone.
How do I register for warranty on the Carbon SOFT Luggage Collection?
To register for your Carbon SOFT Luggage Collection’s One-Year Warranty, please email us at firstname.lastname@example.org and provide the following information: full name, order transaction number (if purchased online) or proof of purchase, date of purchase, name of product, and country of residence.
Who is responsible for import duty, VAT or other taxes?
Customers are responsible for all duties, import taxes, and brokerage fees. These are not included in the cost of shipping or handling of your order. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs.
What if I have other questions not answered above?
For all other questions, please email us at email@example.com. Your inquiry will be responded within 24-48 hours.
How to contact monCarbone?
You can reach us at our head office at no. 56, Section 1, Xinsheng S Rd, Zhongzheng District, Taipei City, Taiwan 100 or email us at firstname.lastname@example.org.