SHIPPING & RETURNS
SOME Frequently asked questions
Orders and Shipping
What is your return policy?
CACAYE isn’t for you? No worries! We’ll refund your order in full within 15 days of purchase.
What are the steps to make a return?
1. Connect with Customer Care
If you would like to return or exchange an item purchased online, please contact Customer Care to initiate your return/exchange at firstname.lastname@example.org. Our Customer Care Team will be happy to assist with a complimentary return label for returns that meet our policy requirements. It is important that you contact Customer Care before you send back a return or exchange. We are not responsible for returns lost in transit that have not been communicated to Customer Care.
2. Completing the return label and process
Return labels will be sent to the email address attached to your original order unless otherwise specified.
3. Packing your return
Please safely pack the product. Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier on the return label.
All returns must be received at our facility within 2 weeks of the return label being emailed - otherwise we will not be able to authorize the full refund.
TERMS & CONDITIONS
Only products purchased on cacaye.com may be returned.
Shipping costs and gift wrapping are not eligible for refunds.
Items purchased from another retailer are not eligible for a refund. Please reach out to the store you purchased the item from for a refund.
For an exchange or refund request, email email@example.com.
Items purchased with a discount or as part of a value set are not eligible for an exchange.
Items of the same price, excluding any discount, are eligible for an exchange.
Any products that are nearly empty (less than 50% is left), tampered with and/or filled with other substances are not refundable.
Partial sets or bundles are not eligible for a return — only complete sets.
Items that have been damaged or lost from personal usage—dropped, stolen, spilled, mishandled, etc.—are not refundable.
What shipping options do you offer?
All orders are shipped via USPS standard.
How long will it take to receive my package?
USPS standard can take anywhere from 2 – 7 business days depending on the destination.
What is your handling time from when an order is placed to when it is shipped
We usually process orders within one (1) business day Monday –Friday. Orders placed on Saturday – Sunday will be processed the following business day.
When must orders be placed to be counted for that business day?
Orders placed before 12:00 pm EST, Monday - Friday will shipped same day. Orders placed after 12:00 pm EST Monday – Friday and anytime on Saturday or Sunday will be shipped next business day.
Are there any restrictions on where you deliver (no P.O. boxes, not to specific states, etc.)?
USPS delivers to all US States, PO Boxes, Mexico, Canada and Puerto Rico.
How long does it take to receive a refund?
Credit card refunds usually take 5-10 business days to appear on your statement.
Gift card refunds will be available right away on your original gift card.
How can I track my order?
You can track your order using Shopify’s Order Status page.
How can I update my contact details?
Please visit your account page and simply update your information.
Do you ship CACAYE outside of the US?
Yes, we ship to Canada and Mexico, in addition to the US, including Puerto Rico.