Frequently Asked Questions

FAQ Topics

Shipping
Orders and Payment
Privacy and Security
Returns
Customer Service

Shipping

When will my order ship?

Typically, orders ship out within 1-3 business days by UPS or FedEx and arrive at your door within 2-8 business days, depending on your location. Once your order has shipped, you will receive an email with an order tracking number which can be used to check the status of your shipment. Additionally, if you have created an account with us, you can log in to our web site to track your order. Most of our carts are shipped directly from the manufacturer to your address. A few of our carts are shipped from a Canadian manufacturer in which case the shipping process will sometimes take an additional week. Any products shipping from outside the U.S. will be indicated on their respective details pages.

What are my shipping options?

We offer standard and express shipping options for most of our products. Certain larger carts not being shipped by UPS or FedEx are shipped using common freight carriers. These carts are not able to be expressed shipped. We do not ship to APO/FPO addresses. We only ship within the continental U.S.

Do you offer rush delivery?

If the cart you wish to purchase is available for express delivery, you will be given an opportunity to select this option when completing your purchase during checkout.

Do you ship internationally?

Yes! Carts On-The-Go now ships internationally. Learn more about our international shipping options here: International Checkout

What happens if my item(s) are damaged during shipment?

You are responsible for inspecting your package when it is delivered and informing the carrier of any visible damage while they are still present. You may choose to refuse the shipment if you feel the damage is significant. You will need to note any damage on the delivery receipt and record the freight company’s name and trailer number so that we will be able to track the package back to its destination. Please call our Customer Care Team at 1-866-930-1540 for assistance if you refuse delivery. If you notice damage of a concealed nature after the carrier has delivered the package, you must notify the carrier and request an inspection. You will need to file a claim with the carrier in order to receive compensation. This puts you in a much stronger position to recover the cost of replacing your merchandise. We will be happy to assist you in filing a claim with the delivery carrier, but it is your responsibility to file the freight claim. If you have any questions concerning this policy or how to file a claim, please call us at 1-866-930-1540 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

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Orders and Payment

How do I contact you?

You may contact us via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call our Customer Care Team at 1-866-930-1540. Our regular customer service hours are 8am-9pm (EST) Monday – Friday and 9am-6pm (EST) Saturday and Sunday. However, you can place orders on our web site 24 hours a day, 7 days a week. Please call our Customer Care Team if you have any questions about how to place an order in our store. We will be happy to assist you.

What kind of payment options do I have?

We currently accept Visa, MasterCard, American Express and Discover Cards as well as PayPal payments.

What about out of stock items or back-ordered items?

If an item is on back-order, it will be identified as such on our website. You may order the item if you wish and it will be shipped to you as soon as it is available. Alternatively, if you do not wish to place your order in this manner, you can click on the "Notify Me" button on the product's detail page. Use the provided form to fill in your contact information and we will email you as soon as the product becomes available.

Will I pay sales tax?

Only orders shipping to addresses in the state of Florida are subject to sales tax.

Can I make changes to my order?

Orders begin processing immediately upon receipt. Because of the urgency of this type of request, please call our Customer Care Team as soon as possible at 1-866-930-1540 and we will make every effort to assist you. We do not recommend e-mailing us for this kind of request because of the slower response time.

How can I check the status of my order?

Simple! If you have already created a customer account with us, you can log in to our website by clicking on the "My Account" button above. A window will drop down for you to enter the user name and password you chose when registering. Once you are logged in, you will easily be able to see the status and track your order from your account page. It usually takes about 48 hours for an order to ship, depending on the item(s). You will not see any status change or be able to track your order until it has shipped.

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Privacy and Security

Is my order secure?

At Carts On-The-Go, we take every measure to ensure the safety and security of any private or sensitive information sent on our website. We are committed to the complete privacy and security of the information you provide us. We use a number of encryption and security technologies to give you confidence while shopping at our online store. We utilize a SSL (Secure Sockets Layer) 256-bit encryption to secure your information before it is sent over the internet. All of your personally identifiable data is private and is never shared with or sold to any outside organization. For secure credit card processing, we have partnered with Authorize.Net, a trusted online payment gateway. Your credit card data is not stored on our servers, nor is it visible to us in any way.

Read more about Carts On-The-Go Safe and Secure Shopping

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Returns

What is your return policy?

We are fully committed to your complete satisfaction. If a return authorization request is made within 30 days of receiving your order, we will gladly refund you the full price of the product or a store credit of 110% of the purchase price, whichever you prefer. Additionally, the manufacturers of our products provide guarantees against defects in materials and workmanship ranging from 60 days to lifetime warranties, depending upon the item.

If you wish to return an item, you will need to contact our Warranties and Returns Department at our toll-free number 1-866-930-1540 in order to obtain a Return Authorization Number and instructions on how to return your order. Please do not return the product until you have called us. We never charge a restocking fee for personal choice returns within the first 30 days (many competitors do). We are unable to cover the cost of return shipping and we do not provide return shipping boxes.

For our complete return policy click here: Carts On-The-Go Easy Returns.

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Customer Service

Do you provide in-home service?

At this time, we do not provide in-home service for repairs or maintenance. If you need to obtain parts or need warranty/return service, please call our Customer Care Team at 1-866-930-1540 or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Can I update or change my billing/shipping address, email or other personal information?

Absolutely! If you have already registered an account with us, simply log in to "My Account" and click either "Account Information" or "Shipping Information" to update your details. If you did not register an account with making your purchase, please call our Customer Care Team and we will be glad to set this up for you.

Are your products guaranteed?

Yes they are! We offer a 30 day, "No Questions Asked" Guarantee on all products in our store. In addition, many of our products are backed by a manufacturer's warranty. Be sure to check the product's detail page for more information on its warranty terms.