How can we help you?

Browse products, add items to your cart, go to checkout, fill in your delivery details and choose Mobile Money as your payment method. You'll receive a confirmation email once your order is placed.

You can request cancellation within 1 hour of placing your order by contacting us on WhatsApp at 0249920108. Once an order is being processed or has been shipped, it cannot be cancelled.

Log in to your account and go to 'My Orders'. You'll see real-time status updates — Pending, Processing, Shipped, and Delivered. You'll also receive email updates at every stage.

Check your spam or junk folder first. If you still can't find it, contact our support team via WhatsApp (0249920108) with your phone number and order details.

Address changes are only possible before the order is marked as 'Processing'. Contact us immediately via WhatsApp at 0249920108.

Orders may be cancelled due to failed payment, out-of-stock items, or suspicious activity. If your order was cancelled and payment was deducted, you'll receive a refund within 3–5 business days.

We currently accept Mobile Money (MTN MoMo, Telecel Cash, and AirtelTigo Money) via Hubtel's secure payment gateway. Cash on Delivery is coming soon.

Yes. All payments are processed through Hubtel, a certified and regulated payment provider in Ghana. Cartivo never stores your Mobile Money PIN or account details.

This can happen due to network issues. Please contact us immediately via WhatsApp at 0249920108 with your phone number and the transaction time. We'll resolve it within 24 hours.

Yes. Refunds are processed for cancelled orders or items that couldn't be delivered. Refunds are sent back to your original Mobile Money account within 3–5 business days.

Yes, you'll receive an order confirmation email with a full summary of your payment after every successful transaction.

Common reasons include insufficient funds, wrong PIN, or network issues. Ensure you have enough balance and try again. If the problem persists, contact your network provider or reach us on WhatsApp.

Delivery times vary by location and vendor. Typically, orders within Kumasi are delivered within 1–3 business days. Orders to other regions may take 3–7 business days.

When your order is marked as Delivered, you'll receive an email with a Confirm Delivery link. Click it to confirm receipt. This is important — it releases payment to the vendor and helps protect you in case of disputes.

If you don't receive your item but it's marked delivered, contact us immediately on WhatsApp at 0249920108 or email support@micommunity19.org. Do NOT click the delivery confirmation link if you haven't received your item.

Currently, Cartivo only delivers within Ghana. International shipping is not available at this time.

Delivery is handled by individual vendors. Each vendor is responsible for ensuring your items reach you safely and on time.

Contact the vendor or our support team to arrange a redelivery time. Packages that cannot be delivered after multiple attempts may be returned to the vendor.

You may return an item within 7 days of confirmed delivery if it is defective, damaged, or not as described. Items must be in their original condition and packaging.

Contact us on WhatsApp at 0249920108 or email support@micommunity19.org with your order number, reason for return, and photos of the item. Our team will guide you through the process.

Once a return is approved and the item is received by the vendor, refunds are processed within 3–5 business days to your original Mobile Money account.

Perishable goods, digital downloads, opened personal care items, and items explicitly marked as non-returnable by the vendor are not eligible for returns.

Yes, exchanges are possible subject to stock availability. Contact our support team to arrange an exchange.

Click 'Sign Up' on the Cartivo homepage, enter your name, email, phone number, and password. You'll be able to shop immediately after verifying your account.

Click 'Forgot Password' on the login page. Enter your registered email and we'll send you a password reset link. The link expires in 30 minutes.

Visit the Vendor Signup page, complete the registration form with your business details, upload your ID and business certificate. Our team will review and approve your application within 24–48 hours.

When a customer confirms delivery of your item, the payment is credited to your vendor account balance (minus a 3% platform fee). You can then request a withdrawal from your vendor dashboard.

Cartivo charges a 3% transaction fee on every sale. This fee covers payment processing, platform maintenance, and customer support. The fee is deducted automatically before funds are added to your balance.

Withdrawal requests are processed within 1–2 business days to your registered Mobile Money account.