Help Center

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.

As a valued customer of Capy-Era, we understand that receiving a lost or stolen package can be a frustrating experience. We apologize for any inconvenience this may have caused and want to do our best to assist you in resolving the issue

HOW CAPY-ERA CAN ASSIST YOU

If you have experienced a lost or stolen package, we understand how frustrating it can be. Unfortunately, once we hand over the package to our courier partners, it is out of our control. However, we are committed to helping you as much as possible. Please contact us at hello@capyera.com if you experience any issues with your package. We will do our best to assist you in resolving the issue. It's important to note that Capy-Era is not responsible for lost or stolen packages during the shipping process, and these fall outside of our refund policy. However, we will do everything we can to assist you in resolving the issue. If the package is not found or delivered, we may offer a replacement, depending on the situation.

HOW TO FILE A CLAIM WITH COURIER COMPANY

We recommend that you also reach out to the courier company directly to file a claim for your lost or stolen package. Most courier companies have a claims process for lost or stolen packages, and they may require additional information from you to complete the process.

To file a claim with the courier company, you will need to provide them with the following information:

• Your name and contact information
• The tracking number for the package
• The date the package was shipped
• The shipping address
• The value of the package

Once the claim is filed, the courier company will investigate the issue and determine if they are liable for the lost or stolen package. If the claim is approved, the courier company may offer a reimbursement or a replacement package.

PREVENTION TIPS

While we cannot control everything during the shipping process, there are a few things you can do to help prevent lost or stolen packages:

• Provide accurate shipping information: Please double-check your shipping address before submitting your order. If you notice an error, please email us at hello@capyera.com within 6 hours after ordering to make any corrections.
• Track your package: Most courier companies offer tracking information for your package. This can help you keep an eye on the package and ensure it arrives at its intended destination.

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
• Unfulfilled orders due to inventory issues
• Orders delayed in customs (customer responsible for customs fees)
• Items left outside at customer request that go missing

We apologize for any inconvenience caused if you have received a package with missing or incomplete items. At Capy-Era, we strive to ensure that all our customers receive their orders in full and in good condition. If you have received a package with missing or incomplete items, here is what you can do.

CONTACT US WITHIN 48 HOURS

If you receive a package with missing or incomplete items, please send an email to hello@capyera.com within 48 hours of receiving the package. In the email, provide your order number and details of the missing or incomplete items. This will enable us to resolve the issue as quickly as possible.

REFUND FOR MISSING OR INCOMPLETE ITEMS

If we are unable to provide a replacement for the missing or incomplete items, we will issue a refund for the affected items. The refund will be processed using the original payment method you used when placing the order.

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.

For packages returned to our facilities due to incorrect address or non-collection at residence or postal office, customers may choose to either reship at their expense or receive a refund minus shipping expenses and fees.

Returns and exchanges are accepted for all unused/unaltered items within 14 days of your delivery date for a refund to your original form of payment (U.S. orders only). 

- Shipping and return costs are non-refundable

We’re happy to offer you a 100% refund, excluding the shipping cost, for any item that is incorrect or damaged upon arrival. 

Please send to us an email notification as soon as you would like to return the product. You must notify us about the package you’ll return within 14 days of the delivery date to be eligible for a full refund. 

To be eligible for a refund, your item needs to be unused and in the same condition it was upon arrival. It must also be in the original packaging.

Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price. 

Capy-Era does not cover shipping costs on returned packages.

If you are not completely satisfied with your purchase and wish to initiate a return, please email us at hello@capyera.com within 14 days of delivery and provide your order number and reason for the return. Please note that all returns must be approved by our team before shipping the product back to us. Items must be returned in their original packaging and in unused condition. Please include your order number and shipping name in your return package to help us quickly process your return. Customers are responsible for return shipping costs, unless the item was damaged upon receipt.

Thank you for choosing our product/service! We understand that sometimes plans change, and you may need to cancel or change your order. 

Please note that you must cancel your order within 24 hours of placing it to receive a refund. If you cancel outside of this timeframe, we may not be able to accommodate your request as the order will have already entered the processing phase. 

If you receive a damaged item, it's important to let us know as soon as possible. We take great care in packaging our products, but sometimes damage can occur during shipping. In this article, we'll explain how to report a damaged item upon delivery and what to expect.

REPORTING A DAMAGED ITEM

If your item arrives damaged, please let us know within 72 hours of delivery. To report a damaged item, please email us at hello@capyera.com and include a clear photo of the damage. This will help us determine if you are eligible for a replacement at no cost to you. Please include the following information in your email:

• Order number
• Item name and description
• Brief description of the damage
• Clear photo of the damage

Once we receive your email, our team will review the information and determine if you are eligible for a replacement. If you are eligible for a replacement, we will send you a new item as soon as possible. Please note that we do not refund, replace, nor accept returns for items damaged through normal use, wear and tear, or misuse.

There are a variety of reasons why your package may be delayed, including issues with the courier, customs, weather conditions, or other unforeseen circumstances. While we do everything in our power to prevent such delays, they can still occur, and we want to make sure you are prepared in case it happens to you.

If your domestic (US) order has been in stuck in a transite for 10+ business days, please contact us through our email : Hello@capyera.com. We will provide a replacement pacakge at no cost!