Trust And Safety
As part of our community of global shoppers and travelers, we've rounded up a few must-know tips to help you make the most of your carry on experience. Scroll below for standards and expectations we've put in place to keep our community safe
Verified Profile
Carry on users must complete a 2-step verification process to ensure that all parties are real people. You will be asked to verify your account via email and SMS. This helps protect our community from fake accounts and spam. Your email address and phone number will be kept private.
Shopper - Traveler Communication
We recommend shoppers and travelers meet in a public place, like a local cafe or hotel lobby. Use the Carry on messenger to coordinate a mutually convenient time and place to meet
User Ratings
By rating your experience, it allows your voice to be heard, bolsters community and helps new users order and travel with Carry On for the first time. Both shoppers and travelers should leave a review after a completed delivery. If you encounter an issue with a user, please contact our support team.
No Tolerance Policy
Carry on has a no tolerance policy for harassment or illegal activity of any kind. We may take action if a user does something to diminish trust within the community, such as canceling multiple orders or deliveries, transacting outside of Carry on or spamming accounts.
Secure Payments
Your money is safe with Carry on every step of the way. Carry on uses a secure payment system and you have a money back guarantee for undelivered items.
Payment Methods
Carry on accepts a range of payment methods including Visa, MasterCard and American Express, with more options available soon. For more information on accepted payment methods, please visit our FAQ.
Payment Protection
When you accept a delivery offer, you will be asked to pay the order total. This payment is put on hold and will only be released to the traveler after you confirm you received your order.
Refund
You may cancel your order at any point before accepting a delivery offer from a traveler. Once you accept an offer, you are committed to paying the total order amount. If your item arrives damaged, or if you receive the wrong item, you are eligible for a full refund.
Priority Response
Our dedicated team of customer service professionals are on hand to resolve any issue that arises throughout the order and delivery process. Expect an answer within 24 hours. For trust and safety concerns, we will expedite your ticket for a fast resolution.