FAQ
Answers to the questions we get most often. Short version: free shipping throughout the contiguous United States, generally delivered within up to 8 business days, and free returns for 30 days with no restocking fee.
If your question is not here, get in touch — a person will read it.
How long does it take before my order ships?
Orders are generally delivered within up to 8 business days in the contiguous United States. You will get an order confirmation email straight away, and a second email with tracking once your order is on its way.
Orders placed on a weekend or a U.S. public holiday begin processing on the next business day.
I did not get an order confirmation email. What now?
Check your spam or promotions folder first, and confirm the email address on the order. If it still has not arrived, email chachostore2@outlook.com with the name and postal code used at checkout and we will resend it.
How much does shipping cost?
Shipping is free throughout the contiguous United States. There is no minimum order value and no threshold to reach — free shipping applies to every eligible order, of any size.
How long does delivery take?
Orders are generally delivered within up to 8 business days within the contiguous United States.
That is an estimate rather than a guarantee. Weather and carrier backlogs can occasionally add time. Full details are in our Shipping Policy.
Where do you ship?
We currently offer free shipping throughout the contiguous United States. At this time, we do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, APO/FPO addresses, or international destinations.
If your address falls outside that area you will not be able to complete checkout. We are sorry for the inconvenience.
Why did my order arrive in more than one parcel?
Orders with several items are sometimes dispatched separately so nothing waits on the slowest item. Each parcel gets its own tracking number, so you may receive more than one shipping email for a single order. You are never charged extra for this — shipping is free either way.
How do I track my order?
Your tracking number is in the shipping confirmation email. You can also check the status any time on our Track Your Order page.
My tracking has not updated in several days.
Tracking often sits still between carrier scans, and a number may not show a scan immediately after dispatch. That is normal.
If your order has passed the 8-business-day window, or tracking has not moved for several days, email chachostore2@outlook.com with your order number and we will chase it with the carrier.
Can I change or cancel my order?
You can request a cancellation any time before your order enters fulfillment. Once fulfillment has started, cancellation is not guaranteed — but you can still return the order free of charge within 30 days of delivery.
Email chachostore2@outlook.com with your order number as soon as possible. The earlier we hear from you, the better the chance we can catch it in time.
I entered the wrong shipping address.
Email chachostore2@outlook.com immediately with the correct address and your order number. If the order has not entered fulfillment we can usually correct it.
Once it has shipped we cannot redirect it. If it comes back to us because the address was incorrect or incomplete, we will contact you to resend it — the additional shipping cost in that situation is the customer's responsibility. Full detail is in our Shipping Policy.
My item arrived damaged.
We are sorry — we will make it right. Email chachostore2@outlook.com within 30 days of delivery with your order number and photos of the item and the outer packaging.
Once we have confirmed the damage we will send a replacement or issue a refund, whichever you prefer. You will not pay return shipping.
I received the wrong item.
Email chachostore2@outlook.com with your order number and a photo of what arrived. We will send the correct item at no additional cost and cover return shipping on the incorrect one.
My order never arrived.
If tracking shows delivered but you cannot find the parcel, check with your household and neighbours and look for a carrier notice — parcels are occasionally left in a safe place. If it still has not turned up, email chachostore2@outlook.com and we will open an enquiry with the carrier.
What is your return policy?
Free returns within 30 days of delivery. Items need to be unused, in resalable condition and in their original packaging.
We cover the return shipping and there is no restocking fee. An item may be ineligible only if it was damaged through misuse after delivery, or comes back with materially missing components. Full terms are on our Return & Refund Policy page.
How do I start a return?
Email chachostore2@outlook.com with your order number and the reason for the return. We will reply with the return address and a prepaid return label.
Please do not send anything back before you have heard from us — unannounced returns can arrive with no way to match them to an order.
Who pays for return shipping?
We do. Approved returns within the 30-day window are free — you are not charged return shipping, and there is no restocking fee. This applies whether the item was damaged, incorrect, or simply not right for you.
Can I exchange an item for a different one?
We do not process direct exchanges. Because returns are free, the route is the same either way: return the original item for a full refund and place a new order for the one you want.
You are not charged return shipping and there is no restocking fee, so it costs you nothing beyond the price of the new item.
When will I get my refund?
Once your return arrives and passes inspection we issue the refund within 5–10 business days, back to your original payment method.
Your bank or card issuer then takes its own time to post the credit. That part varies by issuer and is outside our control.
Will I be refunded the shipping cost?
Shipping is free on every order we accept, so there is no shipping charge to refund. You get back what you paid for the item, in full.
How do I contact you?
Use our contact form or email chachostore2@outlook.com. Including your order number gets you a faster answer.
We reply within 24–48 business hours, Monday to Friday.
Still need a hand?
Email chachostore2@outlook.com or use the contact form. Have your order number ready and we will get to it faster.