Cara Cara

We’ve partnered with Route, a package protection solution, to give our customers the best possible delivery experience. Route provides low-cost shipping insurance to protect your package in the event that it gets lost, stolen, or damaged while in transit.

If selected and paid for, Route Package Protection is non-refundable.

How Does Route Work?

If your Route-protected order ends up lost, damaged, or stolen, Route's expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When Should I File a Claim?

Marked as Delivered (Stolen):

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
• Please note, some order issues may require a police report to be filed.

Stuck in Transit (Lost):

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged:

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route's policies are listed here.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you experienced an issue with your order, please file a claim with Route’s team here. You will need your store order number or Route ID number and email address that was attached to the order.

FedEx Ground signature waived for orders $250.00 and up - Free
FedEx Ground signature waived for orders below $250.00 - $10.00
FedEx Ground signature required - $20.00
FedEx 2 Day signature waived - $25.00
FedEx 2 Day signature required - $35.00
FedEx Overnight signature waived - $45.00
FedEx Overnight signature required - $55.00

Once an order has been placed it cannot be edited. You may request to cancel your order but please note that order cancellations are not guaranteed and depend if they have entered the packing or shipment phases. Customers may request to cancel an order by contacting customer service at info@caracaranyc.com.

If your cancelation is successful, a refund will be issued in the original form of payment within 1-2 business days. If you do not see a payment reversal on your statement within 2 days, please contact customer service. *During high volume order days, order cancellations may not be possible.

Address updates can be requested but are not guaranteed. We strongly suggest double checking information before submitting your order.

You may return or exchange an item within 21 days of receiving them, as long as they’re in their original condition—unworn, unwashed, and with all tags and packaging intact.

• Final Sale Items: Items marked "Final Sale" are not eligible for return.
• Return Shipping Fee: Customers will be responsible for paying a standard $10 return shipping fee, which will be deducted from the refunded total.
• Damaged or Incorrect Items: If you receive a damaged or incorrect item, please email us at info@caracaranyc.com for a full refund or replacement.

We offer multiple refund options:

1. Standard Refund: Once we receive and inspect your return, we will notify you if it’s accepted or declined. This process can take up to 5 business days from the date your return tracking information shows delivered. If your return is accepted, the refund will be processed to your original payment method, though it might take 7-10 business days to show up in your account. Start a standard online return
2. Reshop Instant Refund: If you return with Reshop, you will get your refund immediately (even before you ship back your items) to a virtual prepaid debit card or deposited into your bank account. You will need to send back your items within 7 days. Start a return with Reshop

Please note: Shipping and handling is NOT refundable, and all final sale / off-season items are final sale.

Also note that customers will be responsible for paying a standard $10 return shipping fee, which will be deducted from the refund total.

We don’t include prepaid return labels to help reduce our carbon footprint. To return or exchange your order, U.S. customers can start the process by selecting a method at the top of this page.

1. Enter your order number and zip code.
2. Follow the prompts to choose your return or exchange.
3. Print your return label from the confirmation email and attach it to your package.

Important: Don’t mix items from different orders in one package, and don’t split a return into multiple boxes. This can delay processing by up to 14 business days.

To exchange an item, start an online standard return and select the exchange option. Choose the replacement item and we’ll ship it out once it's scanned back into stock by our fulfillment center. You’ll get an email with tracking info once it’s on its way.

Note: If you’re exchanging, you won’t receive a refund and you won’t pay the $10 return shipping fee.

We’ve partnered with Route, a package protection solution, to give our customers the best possible delivery experience. Route provides low-cost shipping insurance to protect your package in the event that it gets lost, stolen, or damaged while in transit.

If selected and paid for, Route Package Protection is non-refundable.

How Does Route Work?

If your Route-protected order ends up lost, damaged, or stolen, Route's expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When Should I File a Claim?

Marked as Delivered (Stolen):

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
• Please note, some order issues may require a police report to be filed.

Stuck in Transit (Lost):

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged:

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route's policies are listed here.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you experienced an issue with your order, please file a claim with Route’s team here. You will need your store order number or Route ID number and email address that was attached to the order.

The exact available shipping options for your country will be presented during checkout. 

For applicable countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivered Duty Paid) or DDU (Delivery Duty Unpaid). 

Please note that if DDU is selected, you will be responsible for paying the required duties & taxes imposed by your country upon delivery and the shipping carrier may not release the package without payment for duties & taxes. 

* International orders can experience delays, please contact customer service for any urgent updates.

Once an order has been placed it cannot be edited. You may request to cancel your order but please note that order cancellations are not guaranteed and depend if they have entered the packing or shipment phases. Customers can cancel an order by contacting customer service at info@caracaranyc.com.

If your cancelation is successful, a refund will be issued in the original form of payment within 1-2 business days. If you do not see a payment reversal on your statement within 2 days, please contact customer service. *During high volume order days, order cancellations may not be possible.

Address updates can be requested but are not guaranteed. We strongly suggest double checking information before submitting your order.

You may return or exchange an item up to 21 days from the date of receipt for a full refund, as long as the product is returned in its original condition, unworn and unwashed, with all labels, polybags, tags and hygienic sticker intact if the item is a swimsuit. 

Any product that is delivered damaged or defective may be sent back to our store for a full refund or replacement if the product is available. If you received an incorrect or damaged item, please reach out to us directly at info@caracaranyc.com. 

Items marked "Final Sale" are not eligible for return.

In an effort to limit our carbon footprint, orders do not ship with a prepaid return label. If you’d like to return or exchange your order, International customers can start the return process here.

• In the Returns Portal, the Order ID is the order number that you received in your order confirmation email starting with 'GE'. 
• The e-mail is the e-mail address that you provided upon check out.
• Once the return form is submitted, a prepaid DHL return label will be generated.
• Place all items you wish to return in their original packaging, including any hang tags, and send using the attached prepaid DHL return label.
• Once your return is received back at our warehouse and inspected, your refund will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.
• *Please note that for international returns the return shipping and any reverse duties & taxes are the responsibility of the customer. Returns should be postmarked within 30 days of the order date. 

Once an item is received and processed at our warehouse, the refunded amount can take up to a week to appear on your credit card, depending on your bank.

Please note that shipping and handling is NOT refundable. All sale / off-season items are final sale.