How can we help?

Carbon38 FAQ

About Your Order 

I just placed my order. Can I still make changes to my cart?

  • Unfortunately, once an order has been placed, we are unable to add or remove items.

Can I cancel my order?

  • Please call Customer Care at 888-505-0897, Monday through Friday, from 9AM to 6PM, PST and we can attempt to make a cancellation. We are unable to halt a shipment once an order is out. You can, however, always return your items to us for credit or a full refund within 30 days of your order date.

Can I update my shipping address?

  • Yes, as long as the order has not yet shipped. Please call Customer Care at 888-505-0897 and we will do our best to accommodate.

Why haven’t I received my entire order?

  • We do our best to ship your order in full. However, in the rare case that an item is unavailable, we will notify you via email and refund you for any missing items.

 

Prices/Sales/Promo Codes

Current Promotional Rules 

  • Sale promotional rules: No sale promotion currently running. These terms and conditions are subject to change without notice.

Do you charge sales tax?

  • Yes, we charge sales tax in most states. The tax will be reflected at checkout once you update your shipping address.

I forgot to use my promo code—what do I do?

  • Please contact customercare@carbon38.com.
  • As long as your purchase is eligible for the promo code, we will refund the difference to the card we have on file or issue a gift card for the balance.
  • Promo codes are not applicable to items that are purchased on sale.

My purchase went on sale right after I ordered it. Can you honor the sale price?

  • Please contact customercare@carbon38.com If the item went on sale within 24 hours after you purchased it, we can honor the sale price. We will refund the difference to the card we have on file or issue a gift card for the balance. Please allow up to 3 business days for the refund to hit your bank/credit card (sometimes longer depending on your bank).

Why doesn’t my promo code work?

  • Promo codes can only be applied to full price items, unless otherwise stated.
  • Once a promo code is used, it cannot be used again for another order.
  • Promo codes are non-transferable.

Do you offer any first-time customer discounts?

  • On occasion, we may offer discounts for new users. Sign up for our email list for exclusive access to discounts and offers.

For promo codes in general, what are the rules?

  • Online offers, such as promo codes, only apply to online purchases, excluding gift cards and international orders. Brand and certain style exclusions may apply. Promo codes are non-transferable, non-retroactive, and cannot be combined with any other offers or promotions, including discounts based on Customer Group. Free Shipping may not apply to a discount; please reference individual discount terms. Terms and conditions are subject to change without notice.

What brands are not eligible for promo codes?

  • Brand exclusions may be subject to change with each promo code. If you have any questions, please reach out to our customer care team by emailing customercare@carbon38.com.

 

Odds & Ends

Do you have a brick-and-mortar store?

Yes, we have 2 stores:

CARBON38 WEST

Phone: 310-300-3806
HOURS
Mon - Sat: 11am - 7pm
Sun: 11am - 6pm

 

CARBON38 EAST

Phone: 631-919-5444
HOURS
Mon - Sat: 10am - 6pm
Sun: 11am - 5pm

Will you reorder sold out items?

  • While many of our items are limited in availability, we do reorder popular styles. Please check back to see if your favorite items have been restocked.

Can you alert me if the sold out item I want comes back in stock?

  • Yes! Click on your item and click on the size you want. A pop up will ask if you want to be notified by email if the item comes back in your size.

How do I unsubscribe from your emails?

  • Simply click the “Unsubscribe” link at the bottom of one of our emails, or send a request via email to customercare@carbon38.com to unsubscribe.

 

Contact Us 

Based in our Los Angeles headquarters, our Customer Care Team is here to help. You can reach us by email at customercare@carbon38.com or by phone at 888-505-0897 from 9am–6pm PST, Monday through Friday. We’re here to answer any and all questions so you can look and feel your best. Our service team knows our brand inside and out and is equipped to advise on sizing, fit and feel, shipping, orders, product information, etc.

How can I become a brand ambassador?

  • Who is a Carbon38 Ambassador? The Carbon38 Ambassador is a leader in the fitness industry and the best in their field. They are magnetic and authentic influencers. They keep their clients and communities motivated in innovative and exciting ways.
  • Team38 is offered as an incentive program to certified fitness instructors and influencers (this is a required factor to even be eligible for Team38) through our Team38 Ambassador Program. If you are interested in joining the program and qualify by meeting the above requirement (health and wellness professional) please reach out to us at team38@carbon38.com. Applications are not available to the public - the program is invite only.

How can I find out about partnerships?

  • We're always on the lookout for fitness-minded and fashion-forward individuals and companies who want to partner with Carbon38. Let's create together!
  • Email: partnerships@carbon38.com

Where should I direct press inquiries?

  • Email: pr@carbon38.com
  • Please note: This email address is for media inquiries; only inquiries from the media will receive a response. For all other questions, please email us at customercare@carbon38.com.

 

Returns

What is your return policy?

  • You have 30 days from your order date to request a return.
  • All items must be unworn with the original tags attached.
  • All items are returnable, except for the following:
  • Items marked final sale
  • Gloves and arm warmers
  • Socks and leg warmers
  • Headbands
  • Water Bottles
  • Lingerie
  • Hair Ties
  • Swimwear should be tried on over underwear for sanitary reasons and must have a protective hygiene strip intact.
  • We reserve the right to return any item that does not comply with our return policy.

How do I return an item?

  • You have two convenient ways to make returns! You can return in-person at a Happy Returns bar, or mail in your return.
  • Regardless of which method you decide to use, you can start your return HERE by entering your order number and your zip code. (Order number can be found in the order confirmation email we sent you, or by logging into your Carbon38 account and v​​isiting the My Account page). Then, follow the instructions below:
  1. Select the item(s)* you wish to return

*Note: If an item is final sale, or non-returnable – no option to return will be provided.

  1. Select the payment method for your refund. (Store Credit/Refund)
  2. Select the reason for the return (too large, too small, etc.)
  3. Once you are done adding items, click “Continue”
  4. Choose how you want to return your item(s):
    1. Return in-person with Happy Returns
      1. Refund/Exchange initiated immediately upon drop-off
      2. Thousands of locations nationwide
  • No need to box your items
  1. Receive a QR code for a contact-free drop-off
  1. Return via mail
    1. Start your return or exchange online to receive a mailing label to box and ship your items
    2. You will receive an email when your return is received and your refund has been processed.
  • Please allow 5-10 business days for your return to be processed, plus 3-5 additional business days to see the refund reflected on your bank statement

Do you offer exchanges?

  • We’re so sorry, but we are not able to process exchanges. If you need a different size, color, or item, simply follow our returns process for the item/items you no longer want and place a new order for the item/items you do want.

What happens if I use a gift card and credit card? How do I get a refund?

  • All refunds made on purchases paid with both gift card and credit card will be refunded as such in the same amount that was paid on each payment type.

How long does it take to process a return?

  • Once your return has been shipped back to us, please allow up to 5 - 10 business days for the return to be processed at our distribution center.
  • If you choose to return for a gift card, your credit will be available in your Carbon38 account for immediate use as soon as the return is processed.
  • If you choose to return for a full refund, you can expect the refund to be received by your bank or credit card account within 3 - 5 business days. Processing times vary and are subject to your bank. If you paid with any other payment method, your refund will be issued to the original form of payment.
  • We will notify you via email once your return has been processed.

 

Shipping

How much does shipping cost?

  • Economy (6—10 business days) is $6.99, or free if order value is over $99 regularly.
  • Economy Select (3-4 business days) is $12
  • Expedited (2 business days) is $25
  • Overnight (next business day) is $50

When will my order be shipped?

  • Orders placed with Economy or Economy Select shipping will ship within 1-2 business days. Please note that orders placed after 11:00AM PST on Friday or over the weekend will ship on the following Monday (excluding major holidays).
  • Expedited and Overnight orders placed by 1:00PM PST Monday-Friday will be shipped the same day. Please note that Expedited and Overnight orders placed after 1:00PM PST on a Friday, Saturday or Sunday will ship on the following Monday (excluding major holidays).
  • On occasion, orders are held to be reviewed by our team; these orders may be subject to shipment delays.

How long will it take for my order to arrive?

  • For Economy shipments within the US, you can expect your order to arrive in 6-10 business days once it has shipped from our distribution center.
  • Domestic shipping guidelines apply to shipping within the contiguous United States only. Orders shipped to Alaska, Hawaii, APO, FPO, and US Territories including Puerto Rico, Guam, US Virgin Islands, American Samoa, Northern Mariana Islands, and Micronesia are considered non-domestic and are subject to longer ship times.
  • On occasion, orders are held to be reviewed by our team; these orders may be subject to shipment delays.
  • Carbon38 is not responsible for delays in shipping or delivery that result from factors outside our control such as inclement weather, acts of God, or any other shipping-related issue(s). Under no circumstance shall Carbon38 be responsible for any incidental or consequential damages.

How can I track my order?

  • Once your order has shipped, we will send a confirmation email that includes tracking information.
  • You can also find your tracking number by logging into your Carbon38 account.
    • From your desktop: Select “Order History” from the drop-down menu at the top right corner of the screen. Select “View Order” next to the order number you wish to track to find tracking information.
    • From your mobile browser: Select “My Account” from the drop-down menu at the top left corner of the screen. Select “Order History” and “View Order” to track your order by order number.
  • Please allow up to 24 hours from when you receive your tracking number for activity to update.

Do you ship to military addresses (APO/FPO)?

  • Yes, we do!

Do you ship internationally?

  • We are only offering Domestic Shipping at this time.