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Frequent questions

Frequent questions


I have not received my purchase confirmation


The confirmation of your purchase comes immediately to the email that you have left us in contact with, be sure to check the Spam, unwanted or other tray of your email as it is possible that it arrived there. In case of not being found, just let us know your full name and contact telephone number in any of our service channels to review it together.


Why does the confirmation arrive in the Spam, Junk or Others tray?


Your email security filters the emails you talk to the most often and the brand new ones often go to referral inboxes. So you can add us as a contact or simply check that our responses reach your main tray.


I already received my order number, now what do I do?


Once your order number has been received, you just have to wait for our mail with the generation of the tracking number so that you can check the status of your order. Keep in mind that the generation is automatic and when you receive it, the transport company's system may not yet be updated, so we ask you to try again in the next 5 business days.


Why haven't I received my order?


If we have confirmed your order # and tracking # it means that your order is in progress and we are respecting the established times.


If we are outside the established deadlines, do not hesitate to let us know your concern with your order # to info@carolinavigo.com