Frequently Asked Questions

Yes. Please show your national ID card to the delivery person or the attendant at the pick-up center. The ID can be your Voter Card, Driver’s License, or Passport.

Yes, please ensure that your representative has the order tracking number and a valid copy of your national ID card along with a signed authorization letter or a copy of your order confirmation email.

Yes. Please ensure your representative has your tracking number. Note that our buyer protection policy protects only buyers who make payment through the secure payment methods provided on the Mycarthouse.com checkout pages, even when your seller agrees to be paid on delivery. Payment of cash on delivery is strongly discouraged and at the buyer’s own risk.

Yes, you can. The seller will refund the cost of your purchase following our return and refund policy.

MyCarthouse cancellation policy allows you to cancel your order before it is shipped out from the seller’s warehouse. To do that, go to the “Orders” section in your account dashboard and click on the order you’d like to submit a cancellation request for. Note that if the “Cancel” button is disabled it means that your order cannot be canceled any longer.

Payment may be made before packages are opened. Moreover, you can always return your item(s) within the returns timeline following our return and refund policy.

Yes, we are dedicated to offering our customers only 100% genuine and original products. We also have in place all the necessary measures to detect and ensure that any seller suspected of selling fake products is immediately investigated, and delisted from MyCarthouse.com if found culpable. Please use our report abuse system to report any seller you suspect is selling counterfeit or fraudulent products. We take such reports very seriously.

You can choose from the many secure payment methods available on MyCarthouse.com. Please find below the list of available payment methods:

• Mobile Money (MTN, Vodafone, AirtelTigo)
• Credit/Debit Card (Visa, Mastercard)
• Bank Transfer (only to a MyCarthouse bank account)

You will be required to select your preferred payment option at checkout. Do not hesitate to contact our Customer Service for assistance if you have any difficulty.

You may receive items in your order separately because they may be sold by different sellers and may be shipped at different times. However, all sellers do their very best to ensure a fast delivery experience. They will make sure that your products are delivered within the agreed delivery period.

You will only need an account to enable you to place an order and manage the ordering process. Opening an account is easy. All you’ll need is an email address and your personal information, and you’ll be done within a minute.

Buying on MyCarthouse.com is easy! See the steps involved on the How to Order page. 

Once your order is placed, we will automatically confirm it by notifying you via Email. The seller may call you for further confirmation where there is a need for more details. Please note that this confirmation is a mandatory step before your order is shipped. If you are not sure whether your order has been confirmed or not, please contact the seller directly, or reach us at support@mycarthouse.com a few hours after your order placement.

Step 1: Submit your return request online

Go to “Orders” in your account dashboard and click on the product you’d like to return to create an online return.

Step 2: Pack your product

All items must be returned in their original packaging. Include all tags, accessories, or gifts which you received.

Step 3: Return your product

Please consult with the seller to make the return-shipping arrangements to ensure that there are no problems with the shipping process. Read more about returns in our return and refund policy.

Returns due to change of mind will not be accepted for certain categories of products bought on MyCarthouse. Products in the categories of health, beauty, body care, food products, underwear, and subscription services on MyCarthouse.com cannot be returned because of a change of mind. Cancellation of services that are already being executed will be pro-rated by the seller and the executed part paid for as per MyCarthouse guidelines where the cancellation is due to a change of mind rather than a defect in the service being executed.

There are no hidden costs or charges when you order from MyCarthouse. All costs including shipping charges will be visible at the end of your checkout process.

The seller will send you regular updates about the status of your order via emails, chat, or telephone. Once your order has left the seller’s warehouse, you can track its status by entering its details on the Track your Order page.

Please read About Us        

MyCarthouse offers 14-days free extra protection for buyers starting from the agreed delivery date, in case there was something wrong with the product quality, quantity, or delivery. Please read our buyer protection and trade assurance policy. Buyers can also return their products and request a refund following our return and refund policy.

Products sold on MyCarthouse.com may come with an extra warranty from their manufacturers or producers per consumer protection law. Please feel free to contact the seller to activate this.

Once the seller receives your returned item, they will inspect it and process your refund following the return and refund policy. You will receive your money back within 30 days depending on the payment method that you used.

MyCarthouse works with sellers to ensure that all products covered are:

Legal,

Authentic/original

Delivered in perfect condition (no tear, leak, dent, etc.)

Covered by our return and refund policy

MyCarthouse offers 14-days of easy return, allowing you to return a product within 14 days from the item’s agreed delivery date. Please ensure that your return meets our return conditions. See return policy. Returns due to change of mind will not be accepted for certain categories of products bought on MyCarthouse. Products in the categories of health, beauty, body care, food products, underwear, and subscription services on MyCarthouse.com cannot be returned because of a change of mind. Cancellation of services that are already being executed will be pro-rated by the seller and the executed part paid for as per MyCarthouse guidelines where the cancellation is due to a change of mind rather than a defect in the service being executed.

Though sellers may offer free shipping for certain items on promotion, you will generally have to pay shipping fees based on your location. The exact amount involved will be visible to you at checkout.