Orders & Shipping
We accept all major cards including: American Express, Visa, MasterCard and Discover. For other forms of payment, please contact our sales team at firstname.lastname@example.org.
Colorado friends (natives and transplants alike), taxes are automatically added at checkout to all orders that ship within the state of Colorado. We don’t collect taxes on orders being delivered outside of Colorado.
If you need to cancel or change your order, please notify us within 24 hours of placing the order. Orders cannot be cancelled once they have been processed with the manufacturer.
Free Domestic Ground Shipping applies to all orders over $200 USD being shipped within the contiguous US. However, items that cannot be shipped by USPS, UPS or FedEx with standard delivery may be subject to freight charges. You will be notified of and asked to approve any additional shipping charges before your order is processed.
Orders that do not meet the $200 threshold are charged a $14.95 flat rate shipping fee.
For these locations, additional shipping fees may apply. Our sales team will confirm any such fees 24-48 hours after your order is placed and will not finalize your order until you accept the final terms. Reminder: Shipments to Alaska, Hawaii, APO and FPO addresses are final sale.
Yes, we do! Please contact us for international shipments, as customs/duties fees are billed separately on international orders. Reminder: international orders are final sale.
Orders cannot be shipped to P.O. boxes, sorry!
The Lead Time on each product page indicates the assembly/production time needed by the manufacturer to produce your order. This should be added to the shipping time for an estimated delivery date.
For orders shipping from the US, you’ll receive your order 7 – 10 business days after the package is picked up by one of our shipping carriers. For orders shipping from our international partners, you’ll receive your order 2-4 weeks after the package is picked up by one of our international shipping carriers. Contact email@example.com for specific, up-to-date shipping estimates for the product you are interested in.
Please note that we don’t ship on Saturdays, Sundays, or national holidays. Orders placed on weekends and after 1 PM MST on weekdays will not be processed for shipment until the next business day.
We currently don’t offer an overnight or two-day shipping option through our website, but we know that sometimes deadlines are tight! If your order is time-sensitive, please contact our sales team at firstname.lastname@example.org for assistance at the time of purchase.
Once your order has shipped, you can find out where it is by taking a look at the tracking info that was emailed to you. Just a reminder, this email is separate from your order confirmation email, so be sure not to miss it!
If you want to change the delivery address or simply learn the whereabouts of your package, you can contact the carrier directly.
Most of our products are handmade on a per order basis or in small batches and shipped to you from the manufacturer directly (and they’re located all over the world!), so occasionally items will have a delayed shipping date or additional shipping time. You’ll see this on the product page, and we’ll remind you again in your order confirmation email. Trust us – it’s worth the wait.
Don’t worry, you can sign up for the waitlist to be first in line for the restock. Just visit the product page and enter your email address to join! If that product is being discontinued, send us an email at email@example.com and we’ll help you find a great alternative to work in your space!
Product Care & Info
All products sold by Cacha are covered by the manufacturer’s warranty, therefore terms vary from brand to brand. If you have purchased a product from us and find it to be defective, please contact our support team for assistance in processing your claim. We are not liable for installation fees of any kind or any damages incurred during installation.
Cacha displays images of products in “.jpg” and “.gif” format and we use top of the line imaging software in an effort to display our products accurately. However, we cannot guarantee that the depiction you see on your computer monitor matches the true color or texture of the item. If you need fabric samples or additional photos, please don’t hesitate to reach out to our sales team for assistance.
- Rattan and Wicker Care Guide for all Balsa products
Returns & Exchanges
A few things to keep in mind… A 30% restocking fee will be charged for the return of non-defective goods. Return shipping charges are the responsibility of the customer. All returns must first be approved by a Cacha representative and returns will not be accepted after 15 days of receipt of the order.
Please report any products that arrive damaged, defective or in error by calling or emailing firstname.lastname@example.org. We’ll need your name, order number, and photos or video of the problem. Cacha will issue a Returned Merchandise Authorization (RMA) and prepaid return labels for you to send the item back to us for either repair or replacement. Items must be returned in original packaging including crate/box, tension straps, styrofoam, foam edge guards, bubble wrap, etc., as applicable. If, for any reason, you decide not to have the item replaced/repaired, a 30% restocking fee will be deducted from the final refund.
Email your return request to email@example.com within 15 days of delivery. Please send us your PO number, item to return, and reason for return. If approved, we will send you a RMA and instructions for sending the item back to us. Please keep in mind, a 30% restocking fee will be subtracted from the final refund and return shipping charges are the responsibility of the customer.
Returned items must be brand new and in perfect condition. Send your return in its original packaging including crate/box, tension straps, styrofoam, foam edge guards, bubble wrap, etc. (as applicable), and include a copy of the RMA inside the box. Items that have been installed are not returnable and original shipping and handling charges are non-refundable. A refund, minus the 30% restocking fee, will be issued upon full inspection of returned items.
Yes, there are some items that are not eligible for return, including:
- Made-to-Order/Customized Products
- Any item that has been assembled, installed, modified or used in any way
- Final Sale/Closeout items
- Items sent back without a RMA
- Items delivered more than 15 days ago
- Any item without all original packaging
Discounts & Promotions
On the checkout page, enter your discount code into the “discount code” bar and click apply. Your total amount will then be updated!
Once you sign up for our newsletter, keep an eye out for an email with your discount code. If you don’t see it in your inbox after a few hours, check your junk folder just in case. Reach out to us at firstname.lastname@example.org if you can’t find it!
Our first-time customer promotion is only applicable to your first purchase of $95 or more and does not apply to our launch or subscription boxes.
All other discount codes are subject to the Terms & Conditions of the promotion they are tied to. If your code falls within the guidelines you received and still isn’t working, send an email to email@example.com for assistance.
Please note that our discounts are one-time use.
We do not allow any discount stacking of any kind. Only one discount code or special promotion can be applied per order.