Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at support@kachelvcas.com.

Q. When Will My Order Ship?

A. Orders are usually processed and shipped within 2 working days of purchase.When your order is shipped, we will send you a shipping notification email with tracking information. Please note that orders may be shipped multiple times, and items ordered together may not be shipped on the same day. Unfortunately, sometimes items may be out of stock and cancelled from your order. In this case, you will receive email notifications about any cancellations. We will not charge you for cancelled items.

Q. How long will the pre-sale products be delivered?

A. For pre-sale products, please expect a longer delivery period. Please note that due to the continuing impact of COVID-19, in some cases, our shipping ETA is longer than usual.

Q. How Long Does Shipping Take?

A. Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. Average shipping time is about 3 to 14 working days. Your tracking number will be updated 3-7 days after your order has been shipped.

Q. Which areas do not support delivery?

A. Delivery is not supported in regions other than Canada, the United States, and Australia. Remote areas and islands do not support delivery.

Q. How Do I Cancel An Order?

A. Please send an email to support@kachelvcas.com to cancel the order. We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Q. What Is Your Return Policy?

A. If there’s something wrong with your order (defective product, incorrect order, damaged order etc.), please contact us within 14 days from receiving your order and we’ll be happy to assist you reviewing the case and if it is approved we will be sending a replacement. Please do not return anything before we review the case, our customer service team will review the request and will send further instructions.
You will be responsible for paying for your own shipping costs for returning your item. Original shipping charges are not refundable.

Q. What Methods of Payment Do You Accept?

A. We accept PayPal, Visa, Mastercard and Maestroetc.

Q. How to track my package?

A. You can track your order on this website: https://www.17track.net/en. If you don’t know your order number, you can find it by checking your order confirmation email or sending an email to us.
After you create a shipping label for your order, you will find the tracking number under the “Tracking” section.

Q. How can I change my shipping address?

A. If the package has been shipped and is in transit, please contact the carrier to correct the delivery address. If the package has not been shipped, please feel free to contact us and provide your new shipping address.

Q. What if something breaks when it arrives?

A. It is best to take a video of the packaging when receiving the goods. If there is any damage, please contact our customer service and provide a photo or video, and we will follow up your question.

Q. What should I do if the item is missing in my order?

A. It is best to take a video of the packaging when receiving the goods. If anything is missing, please contact our customer service and provide relevant photos, and we will send you the missing part.

Need additional help?

You can contact us here: support@kachelvcas.com