FAQ

Orders & Shipping

How do I place an order?

To place an order, select the CARTOVE home decor product you would like to purchase, review the available options, add the item to your cart, and complete the checkout process.

Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible after placing your order.

We will make reasonable efforts to assist before the order enters fulfillment. However, once an order has entered the processing, packing, shipping preparation, or dispatch stage, we cannot guarantee that changes or cancellations can still be made.

How do I track my order?

Once tracking information becomes available, we will send a shipping confirmation email to the email address used during checkout.

Please note that tracking updates may take some time to appear after a shipping label has been created. Carrier tracking frequency may vary depending on the shipping provider and destination.

When will my order arrive?

Delivery times depend on your destination, carrier operations, customs processing, local delivery conditions, holidays, and other factors.

Order processing times and estimated shipping periods are provided in our Shipping Policy.

All delivery timeframes are estimates and are not guaranteed delivery dates.

What should I do if my order arrives damaged, incorrect, or incomplete?

If your CARTOVE product arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.

To help us review the issue efficiently, please provide:

  • Your order number
  • Clear photos of the product
  • Photos of the packaging
  • A photo of the shipping label, if available
  • A short video if the issue relates to product functionality, assembly, structural condition, or other product features

Our support team will review the information and advise you on the appropriate next steps.

Product Support

What types of products does CARTOVE offer?

CARTOVE offers a curated collection of sculptural home furnishings, decorative objects, and functional home accessories designed to bring understated elegance and thoughtful design to modern living spaces.

Our collection may include:

  • Stone-patterned furniture
  • Decorative ambient home accents
  • Creative vases and artistic vessels
  • Storage organizers and functional accessories
  • Sculptural home decor objects
  • Modern decorative furnishings

Our designs combine sculptural forms with everyday functionality, featuring natural stone-inspired patterns, soft curves, and warm neutral tones to create calm, refined, and design-conscious living spaces.

Available products may change as new collections and designs are introduced.

Are CARTOVE products made with different materials and finishes?

Materials, finishes, textures, decorative details, and construction may vary depending on the product.

Due to material characteristics, manufacturing processes, and product variations, slight differences in the following may occur between individual products or production batches:

  • Shape and proportions
  • Texture and surface patterns
  • Color and finish
  • Natural stone-inspired details
  • Decorative elements
  • Surface appearance

These minor variations do not necessarily indicate a product defect.

Will the product look exactly like the photos?

We make reasonable efforts to display product colors, finishes, proportions, textures, and decorative details as accurately as possible.

However, actual appearance may vary slightly due to:

  • Screen settings
  • Lighting conditions
  • Photography
  • Material characteristics
  • Manufacturing variations
  • Product batches

Please review the individual product page for specific product information.

How should I care for CARTOVE home decor products?

For most CARTOVE home decor products:

  • Handle products carefully to avoid dropping or strong impacts.
  • Avoid excessive pressure that may damage the product or its surface.
  • Keep products clean and dry when appropriate for their materials.
  • Use a soft cloth for external cleaning when suitable.
  • Avoid harsh chemical cleaners, abrasive materials, and rough scrubbing.
  • Follow product-specific care instructions provided with your item.

How should I care for furniture, vases, and decorative objects?

To help maintain the appearance and condition of your CARTOVE products:

  • Place furniture and decorative objects on stable, suitable surfaces.
  • Avoid dragging products across floors or other surfaces that may scratch or damage them.
  • Protect surfaces from excessive moisture, heat, and direct sunlight when appropriate for the material.
  • Clean stone-patterned, textured, or delicate finishes according to the product-specific care instructions.
  • Handle vases and decorative objects carefully, especially products with delicate shapes or intricate details.
  • Use storage products within their intended capacity and avoid excessive loads.

What should I do if my product has an issue?

If your CARTOVE product experiences a problem, inspect it carefully and avoid forcing, disassembling, or modifying any affected component.

Where applicable, check:

  • Product assembly and connections
  • Surface condition
  • Structural stability
  • Included components and accessories
  • Product placement and intended use

If the issue continues, please contact our customer support team.

Can I use CARTOVE products outdoors?

Unless a product page specifically states otherwise, CARTOVE home furnishings and decorative products are intended primarily for indoor use.

We recommend protecting products from unnecessary exposure to:

  • Rain and excessive moisture
  • Extreme temperatures
  • Direct sunlight for extended periods
  • Harsh chemicals
  • Conditions that may damage the materials or finishes

Any waterproof, water-resistant, or outdoor-use claim applies only where specifically stated for the individual product.

Are product dimensions exact?

Product dimensions shown on our website are intended to provide a useful reference.

Small variations may occur due to manufacturing methods, product construction, material characteristics, or measurement techniques.

Please review the individual product page for detailed specifications.

Returns & Warranty

What is your return process?

Before returning any product, please review our Return & Refund Policy and contact our customer support team to receive return instructions.

Returns sent without prior authorization or without following the provided instructions may not be accepted.

Does CARTOVE offer a warranty?

Eligible CARTOVE products may be covered by limited product support or warranty coverage for qualifying defects in materials or workmanship during normal intended use.

The applicable warranty period, where offered, will be stated on the relevant product page, product documentation, or order information.

For additional details, please review our product care information.

What should I do if my product develops a problem?

If your CARTOVE product experiences an issue involving its structure, surface finish, assembly, included components, storage function, or other product features, please avoid forcing, disassembling, or modifying the affected part.

If the problem continues, please contact:

Email: service@cartove.com

Please include:

  • Your order number
  • Product name
  • A description of the issue
  • Clear photos where relevant
  • A short video demonstrating the problem where possible

This information will help our support team review your request more efficiently.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout.

Prices are displayed and processed in U.S. dollars (USD). Payment options may vary depending on your location, device, and available payment services at the time of purchase.

Is my payment information secure?

Payments are processed through the payment methods and payment service providers displayed during checkout.

CARTOVE does not request customers to send complete payment card information through email or customer support messages.

For additional information, please review our Payment & Security Policy.

Product Information

Where can I find detailed product specifications?

Product-specific information is provided on each individual product page and may include:

  • Product dimensions
  • Materials and finishes
  • Colors and surface patterns
  • Structural and functional features
  • Included accessories
  • Care instructions
  • Recommended usage

Because specifications vary between products, please review the relevant product page before purchasing.

Can colors, textures, or finishes look different in person?

Yes. Product colors, textures, surface patterns, and finishes may appear slightly different depending on:

  • Screen settings
  • Room lighting
  • Photography conditions
  • Product materials
  • Manufacturing characteristics

We aim to represent each product as accurately as reasonably possible.

Do products have identical finishes and details?

Not necessarily.

Products featuring stone-inspired patterns, textured surfaces, sculptural forms, decorative elements, or handcrafted-style details may show slight differences between individual products or production batches.

These minor variations are normal characteristics of materials and manufacturing processes and do not necessarily indicate a defect.

Contact Us

If you have questions about your order, shipping, returns, product care, product specifications, warranty support, or product usage, please contact us:

Email: service@cartove.com

For order-related inquiries, please include your order number whenever possible.

For product support, including your product name and a short description of the issue will help us assist you more efficiently.

Brand: CARTOVE

Website: cartove.com

Legal Entity:
Shenzhen Donglixing Technology Co., Ltd.

Registered Address:
A11-43, Gangshen International Center, Xinniu Community, Minzhi Subdistrict, Longhua District, Shenzhen, Guangdong, China

Unified Social Credit Code:
91440300MAEABR4HXX

Customer Support Email:
service@cartove.com

CARTOVE โ€” Sculptural Design for Thoughtful Living.

Discover thoughtfully designed furniture, creative vases, functional storage, and artistic home decor from CARTOVE.