FAQ

  • When will my order ship?
  • How do I track my order?
  • Can I cancel or change my order?
  • My tracking says my order has been delivered, but I haven’t received it?
  • I entered the wrong shipping address, what can I do?
  • What should I do if I receive an incorrect or damaged item?
  • What do I do when my package is returned to the sender?
  • Will I be charged with VAT?
  • Capy-Era’s Return Policy
  • How can I make a return?
  • Capy-Era Exchanges

Orders & Delivery

  • When will my order ship?
  • How do I track my order?
  • Can I cancel or change my order?
  • My tracking says my order has been delivered, but I haven’t received it?
  • I entered the wrong shipping address, what can I do?
  • What should I do if I receive an incorrect or damaged item?
  • What do I do when my package is returned to the sender?
  • Will I be charged with VAT?

When will my order ship?

For US & EU Orders: 

Once we receive your order, it takes 1-2 business days to process your order.

After your order is processed and shipped out from our warehouse, it typically takes 8-12 business days with standard shipping.

As soon as your order ships, you will receive a tracking link that contains your order’s up-to-date location status.

*Please note that these are estimates only. Packages are not guaranteed to arrive in the estimated times listed above.

For International Orders:

We have seen an increase in cases where orders shipped internationally have longer transit times & more delays due to the recent slowdown of shipping carriers worldwide.

For this reason, we ask that you allow orders placed outside of the United States an additional 7-14 days to arrive.

How do I track my order?

Once your order has been dispatched, you will receive an email notification containing tracking information.

Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order.

Simply use the provided tracking details to track your package through our delivery partner's website.

 

Can I cancel or change my order?

We want to ensure your Capy friend reaches you at the right place!

Our fulfillment center processes orders quickly to get your package to you as soon as possible.

If you notice any address errors, please email at hello@capyera.com us within 12 hours of placing your order, and we'll do our best to help make the correction.

While we'd love to accommodate all address changes, any requests after the 12-hour window may not be possible as your order might already be in the shipping process.

To avoid any delivery hiccups, we recommend double-checking your shipping details during checkout. But we understand mistakes happen – just reach out to us as soon as you can if you need help!

*Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.

My tracking says my order has been delivered, but I haven’t received it?

If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:

  • Check Your Delivery Location: Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.
  • Look for Delivery Notes: Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.
  • Contact the Carrier: Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.
  • Contact Customer Support: If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.
  • File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. 

Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.

 

I entered the wrong shipping address, what can I do?

If you realize the mistake shortly after placing your order, contact our customer support team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.

If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.

To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.

What should I do if I receive an incorrect or damaged item?

We take great pride in the quality of our products and carefully package each Capy friend to ensure they arrive in perfect condition. However, we understand that sometimes packages may be damaged during transit.

If your package arrives damaged, we're here to help. We provide exchanges or refunds within 15 days of delivery for packages that arrive damaged, contain incorrect items, or are missing items from your order.

Please note that we cannot cover:

  • Missing parcels or redelivery fees due to incorrect addresses provided
  • Items selected in error by customers
  • Transit delays due to unforseen circumstances
  • Unfulfilled orders due to inventory issues
  • Orders delayed in customs
  • Items left outside at customer request that go missing

What do I do when my package is returned to the sender?

Sometimes packages are returned to us by the courier company for various reasons:

  • Incorrect shipping address
  • No safe location for package delivery
  • Unable to contact the recipient

If your tracking shows that your package has been returned to us, please email us at hello@capyera.com.

Will I be charged with VAT?

VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process.


We strive to provide transparent pricing to make your shopping experience as straightforward as possible. If you have any questions or need further clarification, feel free to reach out to our customer support team for assistance.

Returns & Exchanges

  • Capy-Era’s Return Policy
  • How can I make a return?
  • Capy-Era Exchanges

Capy-Era’s Return Policy

Our goal is to ensure you're delighted with our products, but we understand that sometimes returns are necessary. If you find yourself needing to return an order, we're here to assist you.

Please visit our Refund Policy page and email us at hello@capyera.com to start the return process if you are eligible.

 

Items Not Eligible For Return:

  • Items marked as Final Sale
  • Items that have exceeded the 14-day return window
  • Items that have been worn, damaged, or have had their tags removed

 

If you have any questions or need further assistance, please contact our customer service team at hello@capyera.com. We're here to help!

How can I make a return?

How to return an item?

  1. Contact our friendly support team at hello@capyera.com
  2. Please let us know the item you'd like to return, your reason for returning the item, and our staff will advise the return address.
  3. Please ensure the garment you'd like to return has not been worn, is not damaged, the tag is still intact. Refer to our returns policy above for further info.
  4. Once your item has landed in our warehouse, please allow up to 7-10 business day to make a refund
  5. You will be emailed a refund code.

Capy-Era Exchanges

U.S. orders can be exchanged within 14 days of delivery.

Please review our Refund Policy for more information.

Please note you will receive a store credit for your return, which can be used to place your new order on our website to complete the exchange!

For international returns, contact our customer support team at hello@capyera.com for more information