Orders & Shipping
Frequently Asked Questions
Once your order ships, you will receive an email from one of our shipping providers, containing tracking details. Please note the courier used will depend on the shipping location.
You can track:
UPS shipments here
DHL shipments here
Canada Post shipments here
USPS shipments here
If you have not received a shipping confirmation email two working days after your purchase please contact our support team using the links at the bottom of this page.
Our estimated shipping times are as follows (excluding remote areas)
USA - Courier: USPS or DHL - Delivery: 1-3 business days
Canada - Courier: Canada Post or DHL - Delivery: 1-5 business days
South America - Courier: DHL - Delivery: 3-6 business days
UK - Courier: UPS or DHL - Delivery: 1-3 business days
Europe - Courier: DHL - Delivery: 1-3 business days
Australia/New Zealand - Courier: DHL - Delivery: 5-6 business days
Ireland - Courier: DPD - Delivery: 1-3 business days
All other countries - Courier: DHL - Delivery: 2-5 business days
Ukraine/Russia/Belarus: Due to carrier restrictions we can no longer ship to these countries
We can now ship Carv to PO Box addresses in either the USA or Canada!
Unfortunately our nominated couriers are unable to deliver to PO Box addresses elsewhere in the world. As such, we would kindly ask that you provide us with an alternate shipping address so as to ensure your Carv device is delivered as quickly as possible!
We have free worldwide shipping on all orders. (Due to carrier restrictions we can no longer ship to Ukraine, Russia, Belarus)
Orders to countries outside the USA, Canda, EU, and UK may be subject to country-specific import fees, customs fees or duties. These charges are the sole responsibility of the customer. See our full article on this here.
We're sorry if Carv has not worked out for you for any reason. We offer hassle free returns within 100 days of delivery of your Carv unit. Once we have received your return, we will process your refund including any membership fees that were paid upfront.
Should you wish to request a return or exchange, please let us know by completing one of the forms below:
- For customers that purchased in US dollars and are currently based in the US, please complete this form.
- For all other customers, please complete this form instead.
You will be responsible for the cost of return shipping. We request that your Carv is returned in the original packaging if possible.
Once your return is received we will send you an email to notify you that we have received your returned item. It may take up to 14 days to receive the confirmation email and to see the funds in your account.
You can request to exchange your Carv unit for a different size up to 100 days after delivery, by filling in our exchange request form found here.
Shipping
Orders are dispatched the same business day if ordered before 11am local time for each fulfilment center.
Unfortunately we cannot currently deliver to Russia, Ukraine, or Belarus due to carrier restrictions.
See a full table of our expected shipping times use the link below:
If you have noticed an error on your shipping address, please get in touch with us as soon as possible so that we can try to amend this before it is shipped out. If your order has already been dispatched please note that we will be unable to amend your shipping address.
You will need to pay customs and duties if you are located outside of the UK, EU, US, or Canada.
US order values over 800 USD will incur Import Duties. If you are ordering 3 or more units to the US please expect that you might have to pay import taxes.
Please see our full article on customs fees for a breakdown of customs estimates for countries where our customers typically order Carv from:
Returns & Exchanges
We want you to be happy with Carv in your boots. If you do not find a good fit with your boots you can either swap Carv for a different size, or return it within 100 days of delivery.
We're sorry if Carv has not worked out for you for any reason. We offer hassle free returns within 100 days of delivery of your Carv unit, for which we will offer a full refund including any membership fees that were paid upfront. We will also exchange a unit for a new size within 100 days of delivery.
Should you wish to request a return or exchange, please let us know by completing the following form. You will need your Order Number and your order email address.
See our full returns and exchanges policy here.
As per our Terms of Service, you may cancel your pre-order up to the dispatch without giving any reason and receive a full refund. To do so, please contact us. Please be aware that after your order has dispatched we are unable to cancel your order or make changes to the shipping address.
Gifting
Carv is a perfect gift for any enthusiastic skiers in your life.
Purchase the membership plan you would like to gift as usual through our website, and select the boot size
Once you have added Carv to your cart there is the option to Gift Carv
You'll be buying them a prepaid coaching pack that they can activate whenever they like, using the gift activation code that will be emailed after checkout
They're protected by our boot fit guarantee and 100 day returns and exchanges incase you get the size a little off
After the prepaid pack expires they can choose how to renew for future years
Unfortunately, at the moment we do not sell gift cards. But please see above on how you can gift Carv to a keen skier in your life!
Referral Programme
Introducing the Carv referral programme, back and better than ever for the 2022/23 season!
When you refer a friend you can give them $50 USD off their first purchase of Carv. Simply head to the ‘More’ tab of the Carv app, scroll down and click ‘Refer a Friend’. From here you can generate either a link or a QR code to share with your friends and family.
They can then apply their discount code at checkout on the Carv website, once they have successfully purchased you will then receive a referral point in the app.
The more friends you refer to Carv the bigger the reward. For 1 referral you can claim a Carv swag bundle with t-shirt and buff. If you make it all the way up to 10 referrals you will get a Carv branded Arcteryx ski jacket, or for 15 we will work with you to design custom skis based on your Carv data.
To see your next reward milestone or to claim your reward head to the Carv app!
If you are experiencing any issues with either the referral programme or redeeming your rewards please reach out to the team who would be happy to help.
Contact us
CARV APP
The fastest way for us to help you is through the Carv App. From here we can help you with any questions or issues you have by reviewing your session data and providing troubleshooting steps directly in the App.
LIVE CHAT
Alternatively get in touch with us via Live Chat below. Our agents work from 10am-10:30pm GMT (9am - 5:30pm ET and 9am - 2:30pm PST), 7 days a week.
For purchase or product assistance, please contact us through the app as it allows us to support you more efficiently.
If you would prefer to email: support@getcarv.com
For business and partner enquiries: partner@getcarv.com
For career and application queries: join@getcarv.com
PHONE
United Kingdom
+44 (0) 20 3286 6644
10am - 10:30pm (GMT), 7 days a week
United States
+1 917 675 3184
9am - 5:30pm (ET) and 9am - 2:30pm (PST), 7 days a week
Loved by every level of skier
“One of the best investments to improve my skiing I ever made.”
Randy Babcock
National Ski Patroller
“I got accurate feedback. The same type of coaching my coach would give. I was blown away.”
Jeremy Bloom
3x World Champion, 2X Olympian
“It did exactly what it said it would do. It has the potential of really educating people on what great skiing is.”
Jonathan Ballou
PSIA Alpine Examiner
“I could see my skiing improving in only a few hours.”
Natalya Paul
Stuff Magazine
“Carv shows the truth about how I stand and move vs how I think I move on skis.”
Michael Rogan
Head Coach, Pro Ski Instructors of America Demo Team
“It was the best purchase I have made in a long time.”
Jonathon Parton
Carv customer
“Best trainer ever. I learnt more in 1 hour than in one week with a real person. Can't wait for next winter.”
Christian Müller
Carv customer
“People with me commented on how much better I was skiing”
Paula C
Carv customer
“Carv was exactly what I was waiting for - instant feedback on my ski technique, and now I really understand the sensation of carving and how to improve.”
Ruth Louise
Verified Carv user
“Carv brings a new perspective to skiing. The pressure sensors allow you to see exactly what's going on. It really works!”
Filip Filisar
Olympian, Ski Cross World Champion
“I highly recommend CARV to anyone who wants to improve their skiing technique whilst hurtling down a snowy mountain every year.”
Patricia Montgomery
Carv customer
“A great and unique tool for any reasonably serious skier.”
Richard Salzedo
Carv customer
“It's something that not only can help the best racers in the world improve their time by the 1/100th of a second that matter but it can help a whole range of people ski better.”
Alex Hoye
Founder, Faction Skis
“It visualised a lot of things that you cannot see in the video. It's definitely next level!”
Luka Krajnc
Head coach, Slovenian Ski Cross Team
“I think that this is very evolutionary for Cross-Country Skiing!”
Enrico Nizzi
Olympian, Cross-Country Skier
“The whole concept of CARV is mind blowing. Amazing!!”
John McQuaid
Carv customer
“When I tested Carv, it was constantly analysing my form and reminded me to correct some of my old habits that had resurfaced!”
Dominic Haffner
Co-Founder, Unique Skis
“It’s not just what you can see, film, or even how the athlete feels. With Carv you actually know what’s happening.”
Jernej Koblar
3 Time Olympian, Alpine Skier
“The first week of use blew me away. The improvement (noted by my wife) was tremendous”
Justin
Carv customer
“Fantastic bit of kit - especially for intermediate skiers”
Christopher Kenny
Carv customer
“I found it useful for pinpointing weaknesses and easily and instantly know I was improving.”
Xaghra R
Carv customer
“A great way for skiers of any level to improve their technique”
John
Carv customer
“Instead of not understanding where the problems are coming from, it will be instant.”
Denis O’Brien
FFS National Ski Instructors Premier Degree France
