FAQ


Why should I buy from CaroQuilla?

Our Mission.

We do more than just sell underwear. Here at Caroquilla we are committed to giving back and supporting our community. This has been at the core of our mission since day one. When you purchase from CaroQuilla, you are helping to support mental health awareness and resources. How does your purchase help? We are committed to paying it forward through organizations where we give both our time, and a share of our profits.

There's still a lot of work to do to end mental health stigmatization and we want to help do this by aiding organizations who can provide support, education and resources in all areas of mental health. Furthermore, we have partnered with The Shameless Circle local organization whose focus is eliminating shame through support, empowerment and community.

Want to learn more? Visit www.theshamelesscircle.org.

Environmental Sustainability.

The environment is important to all of us at CaroQuilla which is why we choose to make reusable products from sustainable materials. If you want to know more about how our products are sustainable then please check out our blog where we discuss this in much more depth: Sustainable Underwear. \

What if I don’t like the fit?

The CaroQuilla Comfort Guarantee

Our Comfort Guarantee (details here) is designed to give you complete peace of mind when purchasing your CaroQuilla underwear for the first time. We have worked really hard to create products that are not only comfortable, but that you will be proud to wear. We are so confident that you'll love the comfort and fit of your CaroQuilla underwear that we will gladly refund your first purchase if you are not satisfied. Just notify us within 30 days of purchase and we’ll issue a refund (conditions apply). If you are unsatisfied with your purchase please contact us here: info@caroQuilla.com

What’s the big deal about Bamboo?

The benefits of bamboo fabric are endless. Naturally eco-friendly, a dream to wear, resilient, super soft, and healthy for even the most sensitive skin. Want to learn more? You can read all about it in our “Why Bamboo?” blog.

How do I care for my CaroQuilla underwear?

Bamboo Underwear:

  • Warm Machine wash with similar colours.
  • Avoid chlorine bleach. 
  • You may also hand wash them.
  • Refrain from using the dryer and hang them to air dry, or lay them flat to dry if you can.

Period Underwear: 

  • Rinse first.
  • Pop them in a mesh laundry bag (this keeps your delicates in the best shape possible) and then machine wash on a cool setting, with a mild detergent.
  • Avoid chlorine bleach and fabric softeners.
  • Refrain from using the dryer and hang them to air dry, or lay them flat to dry if you can.

I have sensitive skin. What material are your products made from? Will they irritate me?

CaroQuilla underwear is made from soft, natural, and breathable bamboo. The eco-friendly bamboo fibers are hypo-allergenic and do not irritate your skin. Gentler than manmade fibers, bamboo is a natural solution for those with sensitive skin.

Here are the material breakdowns: (Bamboo Underwear)

Fabrics: 75% bamboo viscose, 20% polyamide, 5% spandex


Period Underwear Coming Soon

Where is your underwear manufactured?

Designed by the CaroQuilla team in Winnipeg, Canada. Winnipeg has roots in Canada’s historic manufacturing industry. In its day, Winnipeg was one of the main centers of textile manufacturing in Canada!

The garments will be manufactured in China’s Zhejiang region, which is right in the heart of their Bamboo growing region. This will reduce the environmental impact of transporting the raw material before it is transformed into this amazing fabric.

Back in Winnipeg, the geographic center of North America, the CaroQuilla team will manage all distribution. We will be striving to use materials and methods to minimize environmental impact, while still ensuring our customers get their precious packages in a prompt, timely manner.

(Our manufacturing partner is a true expert in production and prioritizes ethical, sustainable product development.)

Tell me about period underwear.

What is a period underwear?

Period underwear are underwear that absorb your period. Every pair is made with a design that’s moisture-wicking, odor-controlling, super absorbent, and leak resistance. Our Underwear are designed to keep you fresh and dry, as well as being ultra-thin for ultimate comfort.

How do period panties work?

Our period underwear are made with your comfort and protection in mind. They are designed to naturally and comfortably absorb your flow, and because they are made with eco-friendly viscose bamboo, they wick away moisture, fight leaks and smells, and keep you fresh and dry. They can completely replace pads and tampons, or be used as back-up.

How they work?

Absorbs your flow:

Our Bamboo period underwear absorbs up to 2-3 regular tampon’s worth (that's 18ml!)

Wicks moisture:

Made from breathable Bamboo this amazing fabric draws away wetness and dries fast.

Fight leaks:

The unique design holds the moisture away from your body and away from your clothes.

Controls odors:

Naturally antifungal and antimicrobial, the bamboo fabric throughout the garment neutralizes smells, keeping everything fresh all day.

Period panties can be worn alone, or with your cup, tampon or an additional pad depending on your flow and maintenance of your leakage.

What is the absorbency level?

Our classic period panties hold up to three regular tampon’s worth of fluid (18ml), depending on the style you select. We recommend trying them at home for the first time so you can see how they work best for your body and flow.

Are period panties a replacement for my current menstrual routine?

It all depends on your flow rate (light, moderate, heavy). You can certainly wear our period panties on lighter flow days without any additional protection. However, they can also be worn with liners, pads, tampons, or cups, or be worn for extra protection on heavier flow days. We would recommend trying them at home first to see what routine works best for you; however no one knows your flow better than you.

How can I reduce my impact on the planet with the period products I choose?

We found that a lot of people want to try period products that are kinder to the Earth and it goes without saying that re-usable products are better for the environment than disposable ones. At CaroQuilla, we certainly want to make a positive impact on the environment. How do period panties help the environment? The answers are numerous, but simply put. With the reuse of your protection, less goes into the landfills. Less product, less packaging, less production waste at source. The list goes on.


Orders, Shipping and Returns.


What is your exchange and return policy?

All exchanges and returns are free for Canadian and United States orders. You have 30 days to exchange or return unworn items. Shipping fees are non-refundable. You can request a free shipping label here at info@caroquilla.com  Once your return is processed, we will send a shipping label via email for you to print. You can drop off your order at any Canada Post and we will take care of the rest.

If you would like to exchange your products, we will send your order out as soon as the return arrives back at our warehouse. Please note, we are not responsible for any orders sent back without a shipping label provided by CaroQuilla.

What are your shipping costs?

Canadian Orders

Please allow up to 48 hours for your order to be processed. For delivery, please allow 10 business days for urban areas and 6-15 business days for remote locations.

Standard Shipping

  • Free on all orders.  
  • No Tracking number provided.
  • Customer is responsible for providing correct accurate address at time of checkout. We are not responsible for lost orders due to address inaccuracies.

Tracked Shipping

  • Free* tracked shipping on orders over $75.00 CAD**,
  • Tracked Shipping charge of $10.00 on all orders under $75.00 for central Canada
  • For NWT, Nunavut, Yukon: Shipping charge of $20.00 CAD on all orders under $75.00 CAD
  • If shipping to a specific location is not possible, We’ll contact you to see if we can find another solution. In the unfortunate circumstance that this is not possible, we will refund your money.

** Except for NWT, Yukon and Nunavut

Express Shipping (optional)

  • Please allow 1-2 business days for shipping in Winnipeg, and 3-4 business days for national delivery. Express delivery is not available for NWT, Nunavut, Yukon or remote locations.
  • Shipping charge of $17.00 on all orders under $75.00 CAD
  • Shipping charge of $7.00 on orders over $75.00 CAD

* Calculated after discounts, before shipping and before taxes

US orders

  • If shipping to a specific location is not possible, We’ll contact you to see if we can find another solution. In the unfortunate circumstance that this is not possible, we will refund your money.
  • Free shipping on orders over $75.00 USD
  • Shipping charge of $10.00 USD on all orders under $75.00USD

* Calculated after discounts, before shipping and before taxes

Duties

Orders over $800 USD may be subject to customs/duties fee upon receipt. These amounts are calculated by the governing body of the buyers jurisdiction and so cannot be calculated by the vendor. The buyer is solely responsible for the payment of these amounts.

Where do you ship?

We ship within Canada, United States and internationally.

Do you accept international orders?

Yes of course! We would never stop anyone wanting to try our product as we appreciate your support. To cover the shipping cost however, there will be a shipping charge added to the total. Please note that tariffs and import fees vary by country and will not be covered by CaroQuilla. Customers are responsible for any customs/duties upon receipt of their order. Just take a quick look at your country’s rules in advance.

How much money do I need to spend in order to qualify for free shipping?

For Canadian customers, we offer a free shipping option on all orders. Faster free shipping with a tracking number is offered on all orders over $75CAD

For US customers, in order to qualify for free shipping the order total has to be above $75USD. Please be mindful that when applying a coupon code, this reduces the total amount. For free shipping, the total, after the coupon is applied, must be above $75USD.

I’ve already submitted my order, but I need to make a change! What should I do? Is it too late?

We process our orders quickly so that we can get your underwear to you as soon as possible. However, we will do our best to accommodate any requests you may have. The best way to adjust or cancel an order is to email us at: info@caroquilla.com .

How long does it take for my order to arrive?

  • Depending on the type of shipping selected, arrival times vary.
  • Standard shipping takes 5-7 business days (Canada only).
  • Expedited shipping takes 3-5 business days (Canada only).
  • Please note orders typically take 1 to 2 days business day to be processed before they are ready to ship.

 

Customer Service

How can I be sure that my order went through?

Once you submit your order you will receive an email confirmation, usually within minutes of placing your order. Make sure you check your details are correct before submitting your order and if not please contact us immediately.

How do packages appear when shipped?

All shipments will arrive in a regular package envelope. Inside the package your CaroQuilla underwear is wrapped in our customized reusable bags.