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Find answers to the most frequently asked questions.
Purchase10
Is there a retailer in my area?
Carbonarm has a network of retailers in various countries around the world. For more information, see the Dealers and Distributors section. If you cannot find a retailer in your area, you can purchase directly from our website: we ship quickly worldwide via DHL, UPS or FedEx.
How can I purchase Carbonarm products?
Order directly from our website in just a few clicks. Alternatively, you can contact us by email at info@carbonarm.com or on WhatsApp at +393389994219. Our team will respond as soon as possible, usually within one working day, and will assist you in completing your order.
How do I know if an order has been accepted?
After placing an order, you will receive an order confirmation email.
Which payment cards are accepted?
You can make secure online payments with the following credit and debit cards: Mastercard, Visa and Visa Debit, AMEX. Card payments are taken at the time of ordering.
Can I pay with PayPal online?
No, we do not currently accept PayPal payments, as the associated fees are very high. We prefer to offer alternative payment methods that are secure and do not incur additional costs for the customer.
Do you accept other payment methods?
Available payment methods:
• Bank transfer
• Cash on delivery (only available in Italy).
If you choose bank transfer, you will receive an e-mail with all the details you need to make the payment.
Can I place an order for an item that is not in stock?
If an item is not available at the time of ordering, you can place a pre-order request by sending an email to info@carbonarm.com, specifying the desired product code.
Can I come to your premises to view or collect the material?
Of course, just make an appointment so that one of our experts will be available to assist you. We are happy to welcome you to our showroom where you can see Carbonarm products for yourself.
Do prices include VAT?
Prices on the website are shown both with and without VAT.
• EU consumer customers (private individuals): VAT is charged and the percentage varies depending on the EU country in which you reside.
• EU business customers (companies): VAT is not applied.
• Non-EU consumer and business customers: Italian VAT of 22% is NOT applied, but customs duties and/or any local fees and taxes will be calculated and charged directly by the courier upon delivery. Fees and taxes vary from country to country.
What should I do if I am unable to complete my order?
If you encounter any difficulties, please write to us at info@carbonarm.com. Our team is available Monday to Friday, from 9:00 to 12:30 and from 14:00 to 16:00. You can also contact us on WhatsApp at +39 338 9994219: we will respond as soon as possible, normally within 24/48 hours, to help you complete your order.
Delivery9
What are the delivery times?
Most items are available for immediate delivery. Orders are prepared within 2-3 working days of order confirmation and payment. Shipping costs are calculated automatically at checkout based on weight, destination and delivery urgency.
Do you deliver abroad?
We ship regularly worldwide, including non-EU destinations and remote areas. Shipping costs vary depending on the geographical area of destination. Any customs duties or local taxes for shipments outside the European Union are payable by the recipient and are calculated and requested directly by the courier upon delivery.
Which courier service is used for delivery?
Delivery is made by the best national and international couriers. For each destination, we select the most reliable logistics partner, ensuring the best balance between service quality and price.
Can I get the shipment tracking number?
When your order is shipped, you will receive an email and WhatsApp message with the tracking number and a link to track your shipment, which will be active within approximately 12 hours. If you do not receive the message or need assistance, you can request the tracking number by writing to info@carbonarm.com and indicating your order number.
How long does delivery take?
In Italy, average delivery times are approximately 1-2 working days. Abroad, delivery times can vary from 2 to 7 working days, depending on the geographical area and the service requested. Saturdays and Sundays are not considered working days.
If I live in a non-EU country, do I have to pay customs duties on importation and any other local charges and taxes?
For orders outside the European Union, the system does not charge Italian VAT at 22%. However, any customs duties, local taxes or import charges are payable by the recipient and are requested directly by the courier upon delivery.
After placing my order and making my purchase, can I change the delivery address?
Changes of this type incur a cost. If you notify us of the change of address as soon as possible, our team will inform you of any changes to the price.
Do I need to be present at the time of delivery?
All shipments require a signature upon delivery. If you are not available, please provide a secure address where someone else can receive the parcel. Important: we are not responsible for any special instructions given directly to the courier. For example, if you ask for the parcel to be left in a location other than the one specified when placing your order, we cannot guarantee delivery.
Who should I contact if I have further questions about your delivery policy?
If you have any questions about our delivery policy, please email info@carbonarm.com
Returns2
What is your returns policy?
You have 15 days to return the product in its original condition and unused. Before authorising a return, we ask you for the reason so that we can understand what went wrong.
What do I need to do to return an item?
To request a return, please send an email to info@carbonarm.com indicating:
• the order number,
• the name of the item,
• the reason for the request.
The costs you will be charged include the initial shipping costs (non-refundable), the return shipping costs and any customs duties for shipments outside the EU.
Customer care3
What should I do if I have a problem?
If something goes wrong, our support team is ready to find a solution to ensure your complete satisfaction. Send us an email or contact us on whatsapp at +393389994219: we will respond quickly.
Can I contact customer service before making a purchase?
Customer service is our pride and joy: for us, the customer comes first: we like to take care of them before and after their purchases.
When can I contact customer service?
Our experts are available Monday to Friday, from 9:00 a.m. to 12:30 p.m. and from 2:00 p.m. to 4:00 p.m. You can contact us by email at info@carbonarm.com or on WhatsApp at +393389994219.
Warranty6
Which products are covered by the lifetime warranty?
Carbonarm brand underwater housings and illuminators are guaranteed for life if you perform maintenance.
What does the warranty cover?
The Carbonarm lifetime warranty covers any manufacturing or assembly defects, provided that the housing is properly maintained and has not suffered any obvious damage, such as accidental knocks or impacts, that compromise its functionality and watertightness.
What does the warranty not cover?
• Accidental damage (impacts, falls) or damage caused by natural events (fires, disasters).
• Damage from prolonged exposure to sunlight or high temperatures.
• Components subject to natural wear and tear: LEDs, batteries, accessories not manufactured by Carbonarm.
• Water infiltration due to poor maintenance: in this case, the damaged components are not covered by the warranty.
• Direct or indirect damage to persons or property.
• Improper use, unauthorised modifications or use of non-original spare parts.
What is maintenance?
Carbonarm cases and illuminators are designed to last a long time. When operating in extreme conditions and harsh environments, we recommend having them checked annually to ensure that everything is working properly.
How much does annual maintenance cost?
All information on costs and procedures is available in the Maintenance and Warranty section.
Repairs and faults not covered by the warranty?
If a product needs repair outside of the warranty period, we will send you a free quote. The time required for repairs outside of the warranty period is approximately 2 weeks.
Products2
How can I keep my Carbonarm products in good condition?
By performing routine maintenance and following our post-dive care recommendations, you can preserve the functionality and efficiency of your equipment for a long time. You can find all the information in the Maintenance and Warranty section.
How do I know if my mobile phone is compatible with the DiveshotR case?
Here you can check the compatibility of your mobile phone with our Universal Diveshot R case.
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