FAQ - Frequently Asked Questions

1. Do I need to be registered to make a purchase?

Yes, you need to register here. Registration will be approved only for entities with an active business ID. Registration does not obligate you to anything.

2. What do I need to start purchasing in the wholesale?

You can start purchasing after your registration is approved by the sales department. A condition for successful registration is having a business ID and properly filling in all required information.

3. How do I register?

Here it is necessary to fill in all information, especially the business ID. The billing address and name of the entity must match the data in the ARES system. Then, your registration will be checked by the sales department. If everything is filled in correctly, your registration will be approved. You will be informed about the approval via email. Only after that can you place your first order.

Only one registration per business ID is allowed.

Detailed instructions and a video guide are here.

4. What should I do if I cannot register?

Check the accuracy of the data entered, correct any errors. If you still have trouble, contact us at obchod@carero.cz or at +420 555 508 932.

5. What do you gain from registration?

You become our business partner and can start purchasing our goods, see wholesale prices, obtain additional turnover discounts, have an overview of marketing promotions and new products in the range. We will provide you with access to data feeds for implementing product data into your e-shop.

6. When can I start purchasing?

You can start purchasing after your registration is approved by the sales department. You will be informed about the approval via email. There may be a time delay between your registration and approval. Only after that can you start purchasing.

7. Where can I see wholesale prices?

After your registration is approved and you log in successfully, you will see basic wholesale prices (with and without VAT) and your purchase price for each product.

8. How do I log in?

In the top right corner of the page, there is a button. Here it is necessary to enter your username and password.

9. How can I change my password, address, or email?

You can change your details in your personal card in the My Overview tab. Scroll down to the bottom of the page and in the My Settings tab, click on Basic Data.

To change the delivery address, just fill out the form and save.

To change the company's headquarters, ordering address, or billing address, you need to fill out the form and send it by email. After approval by the sales department, your address will be changed.

In Basic Data, you can also change your password or email, or unsubscribe from the marketing information mailing list.

10. I forgot my password, what can I do?

In the login window, there is a forgotten password button. You will be redirected to a page to enter your Login Name. After sending, we will email you instructions to reset your password.

11. How are my personal data that I enter into the system protected?

The processing of provided data complies with the relevant legal provisions on personal data protection. Carero collects the data you provide for the purpose of providing services, selling products, and for marketing purpose.

12. What are the payment options?

You need to choose a binding payment option before completing each order. You have the following options:

Regular transfer to an account

Cash on delivery when receiving the goods

Cash when personally collecting goods at the company headquarters

On invoice - this option can only be used after prior approval by the sales department.

Prepaid credit - after agreement with the sales department, an invoice will be issued for a pre-agreed amount, after payment, it will be displayed as a credit. Payments for orders will then be deducted from this credit. The current credit status can be seen in the Credits section in your profile. With this payment method, you get an additional discount of 1% on your purchases. The specific conditions will be communicated by the sales department.

13. What are the shipping options?

You can choose shipping by Czech Post, Geis company, or personal collection of goods at the company headquarters in Jablunkov.

14. Will I get data in xlm feed for my e-shop?

We offer the possibility of data synchronization through the XML feed of our store.

After logging in, you will see the XML feeds section in your profile. Here you will find links to all available feeds (basic, for goods in stock, optimized for the E-shop quickly or Shoptet system). You will also find detailed information on how to work with the feed.

15. What should I do if I have problems with implementing the XML feed?

Please read the detailed information in the XLM feeds tab, which you will find in your profile.

If you still have trouble, please contact us at obchod@carero.cz or at +420 555 508 932.

16. How will I know that my order has been sent?

After logging in, you'll find the Orders section in your profile where you can monitor the processing status and other details of your order. You will also find your order history there. To track a specific package, use the expedition (packages) section.

17. When will the ordered goods be delivered?

If the goods are in stock:

• If the order is placed on workdays before 11 am, we will dispatch it the same day.

• If the order is created on workdays after 11 am, it will be dispatched the next working day.

• If the order is placed on non-working days, it will be dispatched the next working day.

• If you choose to pay by bank transfer, we will dispatch the goods after the payment has been credited to our account, according to the above rules.

The delivery depends on the chosen carrier, usually the next working day after dispatch.

If the goods are not in stock, the estimated delivery date can be found in the product detail in our e-shop. This date is only indicative and may change.

You can track the current status of your orders and packages after logging into your profile in the Orders and expedition (packages) section.

If your order includes both in-stock and made-to-order goods, you can add a note to the order or decide by phone at 555 508 930 whether to dispatch the order in multiple shipments or wait until everything is ready for dispatch.

18. Is it possible to make changes to an order?

Changes are only possible if the order has not yet been fully processed or dispatched. To check your options in case of an error in the order, please contact the billing department as quickly as possible at 555 508 930.

19. Is it possible to purchase on an invoice?

The option to purchase on an invoice needs to be pre-approved by the sales department. Contact us at obchod@carero.cz or at +420 555 508 932.

20. What discounts can I get?

We offer quarterly turnover discounts. After consultation with the sales department, it is also possible to obtain quantity or individual discounts. The discount amounts and specific information can be found here.

21. What is the warranty on goods?

We provide a standard warranty on all goods according to the law.

22. What can I do if I want to return goods?

Steps for returning goods and requirements for the shipment:

1.Please read the conditions for returning goods carefully.

2.Contact us by email at reklamace@carero.cz.

3.Please fill out the form that should be included in the shipment.

4.The link to the form is here: GOODS RETURN FORM

5.Please mark the box with "Return of Goods".

6.Send the goods to the address: CARERO s.r.o., Jablunkov 994, 739 91 Jablunkov

7.After checking, credit notes will be issued and you will be contacted about further steps

23. How can I make a claim on goods?

Goods can primarily be claimed for manufacturing defects. Claims, including the removal of defects, are usually processed within 30 days from the date of the claim. Before sending a claim, it's best to contact us in advance by email at velkoobchod@carero.cz or by phone at 555 508 930 with a precise description of the defects.

It is always necessary to include a claim form with the goods, containing the name and number of the goods, and a description of the defect.

More detailed information can be found here.

24. Can I cancel my account myself?

Unfortunately, you cannot cancel your account yourself. If you no longer wish to have your account in our wholesale e-shop, please send us a written request from the email used at registration to obchod@carero.cz, or by mail to the company address with the signature of the registered person.

25. How should I proceed with purchasing?

A detailed description or video guide can be found in the How to Buy section.

26. What do the individual statuses of products mean?

The status 'in stock' means that we have the goods in stock and can send them to you immediately after ordering.

The status 'on order' means that you can purchase the goods, and they will be sent to you according to the estimated delivery time stated directly in the product detail (e.g., delivery time 3 days).

The status 'we expect' means that the goods cannot yet be ordered, but we expect them to be stocked soon (this date is only indicative and may change).

27. How does dropshipping work?

You can find a detailed description or video guide in the Dropshipping section.

In case of any uncertainties, contact us at obchod@carero.cz or at the phone number +420 555 508 932.

28. Why didn't I receive an invoice with the goods?

The invoice will be sent to your email on the day the order is processed (at 18 h), and you will also find this invoice in your profile under the Invoices section.

29. I didn’t receive an order confirmation, what should I do?

Please check if the confirmation is in your spam folder. If you do not have the confirmation even in the spam, please call 555 508 930 or write to velkoobchod@carero.cz.

30. Other questions (customer service link)

Please contact us at velkoobchod@carero.cz or at the phone number 555 508 930 on working days from 7 am to 4 pm.