MONEY BACK GUARANTEE:

Shop confidently with Koocasa - Your satisfaction with our products is very important to us. We make every effort to select products constructed of the highest-grade materials built by highly skilled craftsmen to exacting standards.

If there is a problem with your order, please call our Customer Service Department at 1.407.529.4465 Monday through Friday 9am to 5pm PST. You may also contact us via e-mail at info@koocasa.com. Merchandise purchased from Koocasa may be returned for online store credit or exchange only within 7 days of delivery if accompanied by original receipt and in original condition and in original packaging. All Returns must be pre-authorized by calling 1.407.529.4465. When an item is approved for return a restocking and shipping fee will be charged.  If a refund is approved, credit card orders will receive refunds in the form of a credit back to the original method of payment, minus restocking and shipping fees.

SHIPPING POLICY:

Please allow 6 to 8 weeks delivery for out-of-stock items and/or custom couture orders.  Delivery estimates are good faith estimates only. Koocasa will not be liable for any loss, damage, cost or expense related to any delay in shipment or delivery. We are unable to ship to post office boxes.

Koocasa takes great care to pack shipments so that they will arrive safely. All shipments delivered to non-retail or non-wholesale addresses are insured in the unlikely event that damage occurs during transit. While cases are rare, it does happen once in a while. We request that you inspect your item(s) upon delivery. If your item(s) are damaged, print "Damaged Upon Arrival" where you sign for the item(s) and REFUSE delivery. After delivery is refused, we will file a claim and send you a replacement product.

All wholesalers, Retailers, and Designers must insure all goods picked up for delivery.  If insurance is waived then it is the sole responsibility of the recipient to file any claims if shipment arrives damaged. Extra charges for insurance will automatically be added to any shipping quote provided by Koocasa.  

If product is “Accepted” and arrives damaged you will be responsible for filing a claim with the proper carrier. For damages unnoticed at the time of delivery, we ask that you send us photographs via email, so that we can address and correct the situation. For all accepted shipments, the shipping charges on returns are the responsibility of the recipient.

TERMS & AGREEMENTS

Cancellation Policy: 
In stock items normally ship within 24–48 hours after an order has been placed. If you order by credit card your card will be charged as each item is shipped. We will accept cancellation of your order for items that have not shipped or that are on backorder. Once an item has shipped cancellation is not possible, but you may return the goods to Koocasa’s distribution center for a refund. If you choose to return an item that has already shipped, you will be responsible for all shipping costs, both to and from our distribution center and any restocking fees.

Custom Orders normally ship within 4-8 weeks after an order has been placed, and in some cases up to 3 months for exclusive specialty items. Your credit card will be charged once order is placed and before product is shipped since custom orders are not able to be resold to other customers. We will not accept cancellation of your customizable order since production begins next business day to customize your options. Once an item has shipped cancellation is not possible and no returns are allowed.

Tax:
All sales are tax-free if delivered out of the State of California.

Payment methods:
Our secure server accepts MasterCard and Visa.

User Warranties:
In placing an order, you warrant that you are over 18 years of age, and that you are providing accurate, true, and complete information, and that you have the authority to place the order.