FAQ
Most Frequently Asked Frequently Asked Questions:
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All sales are final! Please double check your order before placing it. Once an order has been packed/fulfilled, it cannot be canceled, modified, or refunded.
- If your shipment is lost or was marked as delivered, please reach out to your local post office first!
- If your payment was declined, check that your billing address matches what's on your credit card account. Our payment gateway only accepts payments with information that matches billing exactly :)
- If there are any problems with your order, please contact us within 30 days so we can make it right!
You might also want to know
What if I want to cancel my order?
Once an order has been packed it cannot be canceled or refunded. Send us an email at hello@caybees.com ASAP and we'll do our best to try and cancel the order before it ships out, but can't guarantee an order can be canceled once it's placed.
Please be sure you want to make a purchase before clicking submit!
My item arrived damaged/broken!
We‘re so sorry! Hang on to all of your packaging materials and the unused item(s) and send an email to hello@caybees.com with a photo and description of the issue and we will assist you ASAP.
If your order is covered by Route Package Protection that is available at checkout, a claim must be filed with photos of the damaged package and item(s), no later than 30 days from when the order was marked as delivered to your address.
If your item has a small manufacturing flaw that does not affect the design or the function of the product, it is not eligible for return or replacement. All inventory goes through a quality inspection before shipping so rest assured that this is an unlikely situation. If anything was damaged during shipping please reach out to us!
I need to update my address/My package was returned to sender!
If you wish to change your delivery address, please follow the steps below:
- Before you receive a shipping confirmation:
Please send us your updated address as soon as possible via email or through the chat window in the bottom right corner of our website! Be sure to include the email address you registered with and your order number. As long as the order hasn't been shipped yet, we’ll update it right away.
- After you receive a shipping confirmation / If the order has already shipped:
We will send you the courier information and tracking number via email. Please contact your local courier to request an address change.
If you encounter any other issues or if the above steps don’t resolve your problem, don’t worry! Feel free to reach out to us at our official email: hello@caybees.com or use the chat service on the bottom right corner of our website. We’ll get back to you within 24 hours! (Please note there may be delays during holidays – thank you for your understanding.)
My tracking isn't updating! Can you give more more detailed tracking info?
We have the exact same tracking information you do!
If your package is lost or delayed your best option is to reach out to your local post office. Sometimes USPS misses a scan which results in inaccurate tracking information and delays. The good news is packages do usually arrive!
Since your order might be shipped from our overseas warehouse, it may take around 7 business days for delivery. Tracking information for international orders differs from local ones and typically only updates once the package arrives in your country.
*It’s possible that there might be no updates for several days, but don’t worry. Once your package reaches your country, it usually takes just 2-3 days to be delivered.
If you’re still concerned, feel free to reach out to us at our official email: hello@caybees.com or use the chat service on the bottom right corner of our website. We’ll get back to you within 24 hours! (Please note there may be delays during holidays – thank you for your understanding.)