What should I do if an item is missing from my order?

Firstly, please check your packaging slip and ensure that all the items you ordered are  there. If so, please go through the box(es) within your order to see if any small or additional items have been placed within. After following these steps and the item is still missing, please contact our Customer Support team for further guidance.

Can I pre-order an item that is not yet in stock?

Orders can only be placed for items that currently a part of our inventory.

Can I back-order an item that is out of stock?

Certain items can be backordered when they are sold out or out-of-stock. A backorder will not be charged or shipped until all items on the order are in stock.  An order with backordered items may have an ETA (estimated time of arrival), although this is subject to change without notice.

Will a Customer Support agent by able to physically obtain an item for me and describe it to me?

Our Customer Support department will have information on all products we carry on our website. Please contact us as (434) 219-0566 and we will be glad to help. Additional product information can be found on our website, under the “More Info” or “Detailed Specifications” sections of an item.

I received an email indicating that a product is now in stock. But when I check the website, the product is out-of-stock. Why?

If an item has been out-of-stock and is in high demand, it is possible that the item quickly sold out once it became available again. We recommend you place an order immediately once you receive a notice that the item you are interested in is back in stock.

Does Cachet Works USA LLC.com accept phone, fax, email, chat or mail orders?

Please contact our Customer Support team under the “Contact Us” section for further information on where you can place orders.

I think I may have placed a duplicate item on my order. What should I do now?

Please contact our Customer Support team and let them know. We will issue you a pre-paid UPS label for you to send the product back to us at no cost to you. Please have your ordering information handy so that we can quickly resolve the matter.

After I have placed an order, how will I be advised on the order’s progress?

Cachet Works USA LLC.com will keep you informed of your order via e-mail. Your tracking number will be emailed to you once the item is shipped, and you will be able to track it’s progress on the transporter’s website. You may also check our online order status page for live updates.

Can I add, change or remove items from my order after it has been submitted?

Please contact our Customer Support team to discuss the matter further. So long as an order has not shipped, we will be able to alter the order to meet your needs.

How can I cancel my order?

Our Order Processing department is very efficient when it comes to processing orders quickly. We suggest you call our Customer Support team immediately when you determine you would like to cancel an order to ensure that the order has not been shipped. If it has not, we will be able to cancel the order.

Can I place an international order on the website?

For all international orders, export, and distribution please contact our Customer Support team who will be able to assist you further.

Why do I have to provide my phone number to place an order?

There are a few reasons why phone numbers are required:

1. To protect the consumer from fraudulent individuals using their credit cards,
2. To confirm orders,
3. To advise if anything goes wrong with an order, delays in shipping, back orders etc. 4. To get order verification.

I would like a situation escalated, and would like to speak to a manager. How can I contact one?

Please give the agent you speak with a summary of your issue, and allow them an opportunity to fix the situation. If they cannot, please be patient as they transfer you to the next available manager. If a manager is not available at that time, you will receive a call back as soon as a manager is available.

I sent an e-mail to Cachet Works USA LLC.com 4 days ago and I do not have a response. What should I do?

We apologize for the delay you have experienced in receiving a response from our Customer Support team. We normally respond within 24 hours of receiving an email, but during the holiday season or bouts of high volume, our response can be delayed. If there is an issue that is urgent, feel free to contact our Customer Support team via phone (found on the “Contact Us” page) to discuss the matter further.

A product that I purchased from Cachet Works USA LLC.com has been recalled by the manufacturer. What do I do now?

If an item has been recalled by the manufacturer, you must contact the manufacturer of the product for further instruction on how to return the item. Cachet Works USA LLC will make every effort to alert our customers who have purchased said item that there has been a manufacturer recall and provide information on how to contact the manufacturer.

I returned an item but my PayPal account was not credited, what can I do?

It can take up to 5 business days for a return to be processed and entered into our system. Once your return has been processed, your refund will be initiated and should appear in your PayPal account. If you have not received a return in 2 weeks after your return has arrived at our warehouse, please contact our Customer Support team and we will open an investigation to get your funds returned to you as quickly as possible.

How do I contact Cachet Works USA LLC.com?

Please us the “Contact Us” link located below, or click here: CONTACT US

How do I get special offers, coupon codes, and exclusive promotions?

To receive special offers, coupon codes, and exclusive promotions, please enroll in our Cachet Works USA LLC email blast, found here: SUBSCRIBE

What information should I provide Cachet Works USA LLC.com when I call, email or fax?

Order Number
RMA number
E-mail address
Customer Number
Item #(s) or description of each item in question

Does Cachet Works USA LLC.com offer any technical support or advice?

Cachet Works USA LLC does not provide any technical support or advice. Please contact the original manufacturer on such matters.

Does Cachet Works USA LLC.com have a physical address where I can purchase items?

No, we do not have a physical address. All of our inventory is listed online and can be purchased online

I returned an item but have not received a refund yet. Where is my refund?

It may take the warehouse up to five business days to process your return. If this time has not elapsed yet, please allow the appropriate time for processing. If it has been over the time frame explained above, please call our Customer Support team. Please provide us with your return authorization number and the tracking number used to the send the package back to us. We will contact our Returns Department to find the status of your return. The time it takes for your refund to post to your account depends on the terms of your financial institution.

There are charges on my account different than the total of my order. What are they?

We charge your credit card when the items you order ship. If your order contains more than one item, it is possible that the items you ordered are shipped at different times due to an item being back-ordered. Therefore, you may see separate charges on your credit card. We charge as we ship to avoid charging you for items that may be delayed in shipping. However, once your entire order has been fulfilled, the total charged will reflect the total amount of your original order as seen at checkout.

UPS has returned my order/package to Cachet Works USA LLC.com. What happens now?

Once we receive the package, we’ll credit your credit card back in full, including any shipping costs you may have paid. If you paid via check or money order, we’ll send you a check for the full amount. A Return Merchandise Authorization number will then be automatically generated by our system, and an email notification will be sent to notify you of the returned merchandise.

Approximately how long will it take for a refund to reflect on my credit card/debit card?

Once we process a refund, the amount of time it takes for the refund to be processed and posted to your account depends on your financial institution.

How do refunds/credits work? How is a refund/credit applied? Does Cachet Works USA LLC.com offer in-store credit?

The credit applied is always charged back to your original payment method. We do not offer in-store credit. In the case of the initial order being paid by check or money order, we will issue a check for the refund amount.

I want the shipping and handling for my order refunded because of an issue.

Cachet Works USA LLC will compensate for shipping and handling if one of these issues occurs:

– The order was delivered late.
– Shipping and handling was charged on a replacement order
– You had a defective item and had to pay to ship it back to us (receipt required)

A refund check was sent to me but I never received it, what can I do?

Refund checks can take up 14 business days to be received from the time your request is put through, if it has been longer than that, contact our Customer Support team. Please have the amount of the check on hand. The representative will start an investigation to locate the check, and if it has been lost or stolen, we will send out a new one.

I cancelled an item and I need my check refunded back. What can I do?

Please contact our Customer Support team and we will be happy to issue a refund via check. Refunds via check can take up to 14 days to arrive.

I overpaid on an order and I need my check refunded back. What can I do?

Please contact our Customer Support team and we will be happy to issue a refund via check. Refunds via check can take up to 14 days to arrive.

How do I acquire a Return Merchandise Authorization (RMA)?

Contact our Customer Support team to receive a RMA for your return and for more information on returning items.

Is it necessary to return each individual accessory when I send in a return? What should I include with my RA?

Yes. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for Cachet Works USA LLC.com to process your RA. Cachet Works USA LLC.com cannot process RA returns that are incomplete; incomplete RAs will be returned to you. In most cases, items sent in for RA replacement will be replaced with a full item set, including accessories. Please return all accessories with your RA. In certain cases if accepted a 15% restocking fee will be charged.

What address do I send my return to?

Cachet Works USA LLC

186 Dillard Road

Madison Heights,

VA 24572

May I exchange my RA item for a different product?

Unless otherwise specified on the item page, we will exchange products for different ones.

How do I check the status of an RA?

Please contact our Customer Support team for further information.

Approximately how long does it take for Cachet Works USA LLC to process an RA?

Returns are ordinarily processed within 2 business days; however, please allow up to five (5) business days from the time we receive your return, to process your credit or to exchange your order.

I received an email indicating that the item I RA is no longer available or is backordered. What happens now?

If an RA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. Please contact our Customer Support team for a refund or replacement of the item.

What is a Limited Warranty?

Warranty coverage varies by manufacturer and product. It’s advisable to compare different manufacturer’s warranties, just like product features and price. Warranty information can be found in our Warranty section, or you may call our Customer Support team with specific warranty-related questions.

Do all shipping companies deliver to my home, front door, inside rooms?

Most companies will deliver anywhere you want them to but there are a few that have restrictions, see below:

All trucking companies currently use by us use what it’s called threshold delivery. Threshold delivery in other words is also known as front door drop-off. This service gets the product to your front door, but no farther. If you live in an apartment, threshold service will leave the product in the front of the apartment complex.

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