Caco America LLC

Shipping & Returns

 
Effective Date: January 1, 2025 Coverage: U.S. & select international
On this page Order Processing Shipping Methods & Rates Free Shipping Threshold Delivery Timeframes PO Boxes, APO/FPO International Shipping Address Issues & Delivery Claims Lost, Damaged, Missing Items Order Changes & Cancellations Returns Policy Non-Returnable Items Refunds Exchanges Related Policies & Contact
We ship fast, communicate clearly, and stand behind our products. Below is everything you need to know about shipping, returns, and refunds.

1. Order Processing

  • Handling time: Orders placed by 12:00 PM ET typically process within 1–2 business days (Mon–Fri, excluding holidays).
  • Verification: Orders flagged for security review or address verification may require additional time.
  • Backorders: If an item is backordered, we’ll notify you with options (wait, swap, or cancel).

2. Shipping Methods & Rates

Rates are calculated at checkout based on weight, dimensions, destination, and carrier service level.

Region Service Examples Notes
Contiguous U.S. Ground / 2-Day / Next-Day Most orders ship Ground by default.
Alaska & Hawaii Expedited Air Transit times and rates vary.
Puerto Rico & Territories Ground / Air Carrier availability may differ.
International (select) Economy / Express Duties & taxes may apply (see Section 6).

3. Free Shipping Threshold

If a free-shipping promotion is active, the threshold will be displayed at checkout. Free shipping applies to the least-cost method within the contiguous U.S., unless stated otherwise.

4. Delivery Timeframes

  • Transit times shown at checkout are estimates provided by carriers.
  • Weather, carrier capacity, and customs may extend delivery times.
  • Tracking details are emailed once your order ships.

5. PO Boxes, APO/FPO

  • PO Boxes: Some carriers cannot deliver; please use a physical address when possible.
  • APO/FPO/DPO: Supported for select items; hazardous materials and oversized items may be restricted.

6. International Shipping

  • Duties & Taxes: Recipient is responsible for duties, VAT/GST, and brokerage fees unless otherwise stated.
  • Compliance: Products must comply with local regulations; buyer is responsible for confirming eligibility.
  • Refused Packages: If refused due to duties/taxes, round-trip shipping and fees may be deducted from refunds.

7. Address Issues & Delivery Claims

  • Wrong/Incomplete address: Contact us immediately. If a re-ship is required, additional postage may apply.
  • Marked “Delivered” but not received: Check the address, surroundings, and with neighbors; then contact the carrier to open a trace. Notify us within 5 business days.
  • Signature required: May be applied at our discretion for high-value orders.

8. Lost, Damaged, Missing Items

  • Damage/Missing items: Report within 5 business days of delivery with photos of packaging and items.
  • Lost in transit: We’ll work with the carrier to investigate and resolve (replacement, refund, or store credit).

9. Order Changes & Cancellations

  • We can modify or cancel an order before it ships. Once shipped, standard return rules apply.
  • Custom or special-order items may be non-cancellable after confirmation.

10. Returns Policy

Not satisfied within 30 days? Start a free return for a replacement or full refund—your choice.
  1. Window: 30 days from delivery.
  2. Condition: New/unused, in original packaging with all tags, manuals, and accessories.
  3. Start a return: Email returns@cacoamerica.com with order #, SKU, and reason; include photos if the item is defective or damaged.
  4. Label: We provide a prepaid label for eligible U.S. returns.
  5. Inspection: Allow 3–5 business days after delivery to our facility.

11. Non-Returnable Items

  • Used PPE, items showing wear, contamination, or exposure to hazardous environments.
  • Custom, made-to-order, or engraved products.
  • Opened consumables (filters, earplugs from bulk packs, adhesives) unless defective.
  • Clearance/final sale items marked as non-returnable.

12. Refunds

  • Method: Original form of payment.
  • Timing: Issued after inspection; banks may take 3–7 business days to post.
  • Deductions: If return is not in original condition or is incomplete, we may apply a partial refund.

13. Exchanges

Fastest way: place a new order for the desired item and return the original per Section 10. For warranty-related replacements, see our Warranty & Resellers page.

14. Related Policies & Contact

Related: Terms & Conditions · Warranty & Resellers · Privacy Policy

Email: returns@cacoamerica.com
Call Center: +1 (800) 291-1718   |   Sales: +1 (305) 507-1190
Returns Warehouse (RMA): Provided with your return label