Frequent questions

General

How to contact customer service?

Write us by WhatsApp +52 81.8601.4252. You can also contact us via email at: contacto@carterasvenner.com

How do I create my account?

On our main page you will find the login button, once you press the button it will take you to our login or registration page located on the right side of your screen. You can use your email or link your account with Facebook. We leave you below the link that will take you directly to the registration page: https://carterasvenner.com/account/register

Do I need an account to make purchases within the page?

It is not necessary, however, creating an account will help you save time filling out your personal and shipping information when making a purchase. Registering your account is extremely simple, free and will take less than 1 minute.

https://carterasvenner.com/account/register

How do I update my shipping address?

Once you are in your cart, ready to make your purchase, you will find a hyperlink called "change address" where you can update the shipping address or from the control panel of your account you can see your recent orders, manage your addresses shipping and billing information and edit your password and account details.

How do I change my account password?

From your account dashboard you can view your recent orders, manage your shipping and billing addresses, and edit your password and account details.

My Account > Account Details > Change Password

orders

How do I place an order?

You can place an order simply by adding your favorite item, once in your cart, you can complete your purchase by adding your payment method.

I would like to send a gift, is it possible?

Of course! It is simply a matter of adding the shipping address where you want to send your gift and we will gladly send it to you.

Why was my order cancelled?

The reasons for cancellation can vary or be specific, normally canceled orders are because payment confirmation was not received 72 hours after the order was placed. If the cancellation was for another reason, Venner will contact you immediately via WhatsApp or email to give you detailed information about the cancellation.

Shipment

What are the delivery times?

We have 2 different types of shipping (costs vary):
• Express 2 to 4 business days
• Standard 5 to 7 business days

What are the shipping costs?

National Express Shipping: $99

Standard Domestic Shipping: $89

Can I track my order?

Of course, in your account you will have the details and status of your order where you can find your tracking number and you can track your order on the parcel platform. Likewise, once the order is prepared, you will receive an email indicating the tracking number.

How will I know if my order has been shipped?

Once your payment is made, the Venner page will notify you once your order has been sent via email in which the tracking number will come. For any questions regarding delivery, you can contact our parcel service directly with your guide number to find out its status.

How do I locate my order?

For any questions regarding the delivery or shipment of your product, you can contact our parcel service directly with your guide number to find out its status.

I have not received all the products I ordered

If your order is incomplete, send us an email to contacto@carterasvenner.com or a whatsapp to 81.8601.4252 and we will gladly review your case and contact you.

Who do I report to if my order is delayed?

If your order is delayed, you can contact our parcel service directly with your tracking number to find out its status.

Can I change my delivery address?

The delivery address can be modified as long as the order has not been placed, once the delivery address has been made it cannot be modified. Contact WhatsApp +52 81.8601.4252.

What cities do you ship orders to?

We currently have shipments to all states of the Mexican Republic. We are in the process of expanding and in the future we will offer shipments to other countries.

Return

My order arrived in poor condition, what should I do?

Send us an email to contacto@carterasvenner.com or a WhatsApp to 81.8601.4252 and we will gladly review your case and contact you with a resolution. We invite you to review our return policy for damaged items.

My order is incorrect, what should I do?

Send us an email to contacto@carterasvenner.com or a WhatsApp to 81.8601.4252 and we will gladly review your case and contact you with a resolution.

I am not satisfied with my product, can I return it and exchange it for another?

For more information about returning a product, we invite you to review our return policy located on our page.

What is the return policy?

For more information about returning a product, we invite you to review our return policy located on our page.

Is there a cost for returning a product?

For more information about returning a product, we invite you to review our return policy located on our page.

Price

Why do I increase the price of my order when I enter the address?

Price increases once shipping charge is added.

Why are there different prices for the same type of portfolio?

Prices increase if initials engraving option is selected.

What payment methods can I use?

Debit or credit card (through Mercado Pago), deposit or bank transfer.

What is the shipping cost based on?

The shipping cost varies depending on the type of shipping you select: E xpress 2 to 4 business days or Standard 5 to 7 business days

Why has my payment been denied?

In most cases, this may be due to an error in the data entered or some type of blockage on the part of the bank where your payment comes from. For this type of case, you can contact your bank directly for more information.

Trolley

How do I remove items from my cart?

In the section of your cart you will find the products that you have added, click on the cross on the left side of your product to delete it.

Others

I have found an error on the website

If you have found an error on our website that prevents you from continuing with your buying or selling process, feel free to write to us at contacto@carterasvenner.com or WhatsApp at 81.8601.4252 and we will gladly solve the problem as soon as possible.

Do you have a physical store?

Our main objective is to support selling through the internet in the online market, which is why we do not have a physical store at this time.

I have not found the answer to my question

If your question has not been resolved, do not hesitate to write to us at contacto@carterasvenner.com or our WhatsApp at 81.8601.4252 and we will gladly give you personalized attention.