FAQ
Shipping Policy
All orders ship via FedEx Monday through Friday, excluding holidays. All orders, including 2nd Day and Overnight, placed Monday through Friday after 12pm EST will be processed the following business day. All orders placed Saturday or Sunday will be processed on Monday.
Please allow 1-3 business days for domestic orders to ship.
You will receive a confirmation email once your order is authorized and another email with the shipping confirmation and tracking details once the package is dispatched. We are not able to ship to P.O. box addresses and cannot change shipping addresses once an order is submitted.
Orders to the Tri-State area arrive the following business day via FedEx Ground.
Delivery times are estimates and are not guaranteed by Cara Cara in the event of forces of nature or other uncontrollable events.
If you select the option to waive signature upon delivery, we are not responsible for any lost or stolen packages.
Swap Package Protection
We’ve partnered with Swap Protect, a package protection solution, to give our customers the best possible delivery experience. Swap 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, Swap Protect is non-refundable.
How Does Swap Work?
If your Swap-protected order ends up lost, damaged, or stolen, Swap's expert 24/7 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 Swap Process Refunds or Reorders?
Refunds: When refunding an item, Swap covers the subtotal, shipping, and taxes.
Reorders: Swap will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Swap will cover the cost of any reorders including shipping, taxes, and Swap 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.
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 Swap's team here. You will need your store order number and email address that was attached to the order.
Shipping Policy
Cara Cara now offers DHL Express for international orders.
All orders ship via DHL Monday through Friday, excluding holidays. All orders placed Monday through Friday after 1pm EST will be processed the following business day. All orders placed Saturday or Sunday will be processed on Monday. For international orders, please allow at least 5-7 business days for order processing and verification.
You will receive a confirmation email once your order is authorized and another email with the shipping confirmation and tracking details once the package is dispatched. We are not able to ship to P.O. box addresses and cannot change shipping addresses once an order is submitted.
Delivery times are estimates and are not guaranteed by Cara Cara in the event of forces of nature or other uncontrollable events.
If you select the option to waive signature upon delivery, we are not responsible for any lost or stolen packages.
We’ve partnered with Route, a package protection and tracking 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 you experienced an issue with your order, please file a claim with Route’s team here.
Swap Package Protection
We’ve partnered with Swap Protect, a package protection solution, to give our customers the best possible delivery experience. Swap 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, Swap Protect is non-refundable.
How Does Swap Work?
If your Swap-protected order ends up lost, damaged, or stolen, Swap's expert 24/7 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 Swap Process Refunds or Reorders?
Refunds: When refunding an item, Swap covers the subtotal, shipping, and taxes.
Reorders: Swap will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Swap will cover the cost of any reorders including shipping, taxes, and Swap 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.
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 Swap's team here. You will need your store order number and email address that was attached to the order.
