Frequently Asked Questions

It’s important to notify us if you would like to us to make a change to your order, we request you to please update us within 24 hours of placing the order. Especially if your request has shipping address changes to avoid inconvenience.

With the passage of the CARES Act, menstrual products are now considered eligible expenses for your FSA, HSA, and HRA funds! Our customers have let us know that the order confirmation (emailed to you when you place your order) is sufficient documentation for reimbursement. Please contact your benefits provider for specific information about how to use your Flexible/Health Savings Account funds to purchase Cariona Reusable Menstrual Pads.

Our discount codes usually require you add the "free item" in your cart and use the discount code at checkout to make the item free of charge.

Ex. If you have a code for a free pantyliner, add the pantyliner in your cart and use the discount code during checkout to make the pantyliner free of charge.

Limit 1 discount code per order.

All prices listed on cariona.com are listed in US Dollar (USD$).

You can cancel your order by sending an e-mail to support@cariona.com requesting cancellation. But it must within 24 hours as that is the time we take to process the order. Unfortunately, an order cannot be canceled once the item has been shipped to you.

To cancel, please email support@cariona.com with:

• Order Number
• Name
• Reason of Cancellation

We will send you the tracking code of your orders to the e-mail provided within 1-5 business days after the purchase. You can use this tracking number on our "Track Your Order" page on our website. 

Please note that the tracking information will be displayed 1-3 business days after you receiving that e-mail.

Note: USPS delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day. 

Before reaching out, please ensure you have:

• Checked your mailbox, front door, back door and garage for the order
• Asked your house members or family members if they have received your mail.
• Asked your neighbors if they accidentally received your package.

If it’s been a week since the expected delivery date or your order has been marked "delivered" but you didn't actually receive it, please email us at support@cariona.com with your order number and we'll assist you.

Once an order is shipped out, no changes can be made to the address. Please note that Cariona is not responsible for orders delivered to an incorrect address provided by the customer. 

Please note that your order total (before tax and shipping) must be $30 to automatically qualify for free shipping.

Another thing is, if you have a limited edition item in your cart that only ships within USA, you will be subject to pay for shipping as limited edition products are exclusively handmade in the USA.

Tip: Need to make your cart $30? Consider adding a pantyliner or a waterproof pouch to get free shipping.

Yes! All shipments are discreetly packaged. For International Shipments (outside USA), we are required to describe the item/s in your order for customs purposes so we use the terms "cloth pads" or "reusable pads".

• USA: 3 - 7 business days
• Canada, United Kingdom, Europe: 7 - 15 business days
• Australia: 15 - 25 business days
• New Zealand: 15 - 25 business days

• REST OF THE WORLD: 15 - 30 business days

IMPORTANT: As of March 2020, customers should expect worldwide delays on deliveries due to the global COVID-19 pandemic. Please allow extra time (up to 2 weeks, in some cases) for your shipments to arrive. 

Thank you for your patience and understanding!

Each country has its own “Import Duty”, “VAT”, and "UPS Brokerage fee". For UPS, you may want to check with your local UPS office or Customs office to find out just what these charges may be. 

We cannot assume any responsibility for these extra charges that may be incurred in your country, and therefore these additional charges are your own responsibility. 

Important: Duties and taxes will be charged at the time of delivery along with a surcharge from UPS. We will not refund your order if you refuse to pay the fees to accept your package from UPS. If you do not accept your package from UPS it will not be returned to Cariona and may be abandoned by UPS.

Our website, http://cariona.com adheres to the highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology) and PCI compliant Level 1, which is widely used on the Internet for processing payments. We don’t sell, lease or otherwise distribute any personal customer information.

OVERVIEW

This website is operated by Cariona. Throughout the site, the terms “we”, “us” and “our” refer to Cariona. Cariona offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content. Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service. Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes. Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you. 

SECTION 1 - ONLINE STORE TERMS By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site. You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS We reserve the right to refuse Service to anyone for any reason at any time. You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk. This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable) Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy: [LINK TO REFUND POLICY] We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited. We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed. For more details, please review our Refund Policy.

SECTION 7 - OPTIONAL TOOLS We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS Certain content, products and Services available via our Service may include materials from third-parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties. We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments. We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service. You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION Your submission of personal information through the store is governed by our Privacy Policy, which can be viewed here: Privacy Policy 

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable. You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you. You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. In no case shall Cariona, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION You agree to indemnify, defend and hold harmless Cariona and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site. If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof). SECTION 17 - ENTIRE AGREEMENT The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United States.

SECTION 19 - CHANGES TO TERMS OF SERVICE You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION Questions about the Terms of Service should be sent to us at support@cariona.com. Our contact information is posted below: support@cariona.com

At Cariona, we strive to provide the easiest online shopping experience. A refund can be issued if:

• Your order is defective.
• You received the incorrect item.

Please note you will be required to provide pictures of the received item to qualify for exchange/refund.

If you have placed an order with a wrong item / address; you need to contact our customer services in order to receive the appropriate resolution. You’re not eligible for the exchange/refund for the following reasons. If:

• The order and/or shipping address is not corrected within 24 hours.
• The package was sent to the wrong address.
• The package was marked delivered by USPS (or any other carrier) in the right address but was stolen in your mailbox or location.
• The product is damaged because of negligence.
• The product is not in the same condition as you received it.

Please note that shipping labels are non-refundable as we cannot reimburse this from USPS. 

If you have placed an order with a wrong item / address; you need to contact our customer services in order to receive the appropriate resolution. You’re not eligible for the exchange/refund for the following reasons. If:

• The order and/or shipping address is not corrected within 24 hours.
• The package was sent to the wrong address.
• The package was marked delivered by USPS (or any other carrier) in the right address but was stolen in your mailbox or location.
• The product is damaged because of negligence.
• The product is not in the same condition as you received it.

Just snap the printed area with the tag to your underwear.

The waterproof area should be in contact with your underwear and not your skin.

Hand Wash. Machine Wash. Dryer Friendly

We make it easy for you! Just wash the pads in cold water and either hand wash or machine wash after.

Cariona Life Hack: Shower Method

Put your used pad/s under a cold shower while you wait for hot water to kick in. Hand wash the pad with your bath soap* or any other soap you want to use. You can choose to air dry after OR put it again in the laundry with your other clothes to clean it more thoroughly. 

*If you will use bath soaps to wash the pads, please note that ingredients such as essential oils can reduce the absorbency of pads.

Important Reminders:

• Do not iron or blow dry your pads to dry it instantly.
• Avoid using bleach, fabric softener, hydrogen peroxide and oxygen bleach products as this can reduce the lifespan of the reusable pads.
• Do not use soaps with "essential oils" as this can coat the pad and reduce absorbency.
• When drying in a dryer, do not set the heat to high. Keep it in medium or low heat to ensure long life dot the pad buttons.

Yes! Cariona pads can be used for incontinence and postpartum.

We recommend our pantyliners for incontinence and our XL  pads for postpartum.