Frequently Asked
Questions

  • Orders
  • Shipping
  • Returns
  • Exchanges
  • Warranty
  • Wholesale
  • Media
Orders

How can I track my order?

You will receive a shipping confirmation email which will contain your order’s tracking information. Track your order by clicking the link found in the shipping confirmation email.

Please allow 1-2 business days to receive your shipment notification email after placing your order.


Can I cancel or change my order once it has been placed?

Once an order has been placed we are generally unable to alter or cancel the order. We start processing orders immediately after they are placed to ensure they arrive as quickly as possible. If the need does arise, please reach out to us as soon as possible and we will do our best to assist you!


I just placed my order, when will it ship?

All U.S. orders (including Alaska, Hawaii, Puerto Rico, Guam, and the U.S. Virgin Islands) will be shipped via USPS Priority Service. Please allow 1-2 business days for processing. Once shipped, orders are generally received within 2-3 business days. We do not ship on Saturdays, Sundays, or holidays.

While we will do all we can to ensure your order is delivered on time. Caisson cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

Shipping

What methods of shipping do you offer?

All U.S. orders (including Alaska, Hawaii, Puerto Rico, Guam, and the U.S. Virgin Islands) will be shipped via USPS Priority Service. Once shipped, orders are generally received within 2-3 business days. We do not ship on Saturdays, Sundays, or holidays. Please allow 1-2 business day for order processing and note that holidays are not included in the estimated delivery times.

Priority Rate   Cost   Estimated delivery time
Initial Piece   $10.00   2-3 Business Days
Each Additional Piece   $5.00   2-3 Business Days

All International orders, including Canada and Mexico,  ship via USPS First Class Service.

Returns

What is Caisson’s return policy?

Caisson products purchased on our website (excluding promotional or sale items) can be returned or exchanged within 30 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs. Refunds will be issued to the original method of payment. All merchandise must be returned unused, unwashed and be accompanied by the original hang tags and packaging. The condition of the product is left at the discretion of Caisson. Products in non-resealable packaging must be returned with packaging intact.

* Customers are responsible for all shipping expenses on the return of Caisson products *


How do I send back a return?

If you would like to return a product purchased from our online store, please fill out our contact form. Select Returns as your subject line and please be sure to include your order number. We will provide you with an RA number and Return Form to complete your return.

We ask that customers arrange the return shipping using a service that provides tracking as Caisson is not liable for lost shipments. Returned items must be unused, unwashed, still have the tags attached, and be within 30 days of the purchase date.

Once our warehouse has received and processed the return we will be able to refund your original method of payment for the cost of the product.

This return policy only applies to purchases from our online store. If you are looking to return a Caisson product purchased from another retailer, please contact the retailer directly.

Exchanges

What is Caisson’s exchange policy?

Caisson product that is purchased on our website (excluding promotional or sale items) can be exchanged within 30 days of the purchase date.  All merchandise must be returned unused, unwashed and be accompanied by the original hang tags and packaging. The condition of the product is left at the discretion of Caisson. Products in non-resealable packaging must be returned with packaging intact.

* Customers are responsible for all shipping expenses on the return of Caisson product *


Can I exchange sale items?

All sale items are final sale and cannot be exchanged.


I’m looking to exchange my recently purchased Caisson product, what should I do?

If you would like to exchange a product purchased from our online store, please fill out our contact form. Select Exchange as your subject line and be sure to include your order number, the item you would like to exchange, and the item you would like to exchange it for. Please note that exchanges are subject to product availability.

We will provide you with an RA number and Return Form to return the original item. You are responsible for shipping the original item back to our warehouse, and the associated shipping expenses.  We suggest using a service that provides tracking as Caisson is not liable for lost shipments. Returned items must be unused, unwashed, still have the tags attached and be within 30 days of the purchase date.

Once our warehouse has received and processed the return, we will place your order for the new item.  If the cost of the new item exceeds the value of the original item, we will process the balance on your original method of payment.  If the cost of the new item is less than the value of the original item, we will refund the balance on your original method of payment.

This exchange policy only applies to purchases from our online store. If you are looking to exchange a Caisson product purchased from another retailer, please contact the retailer directly.

Warranty

What is Caisson’s warranty policy?

We stand behind the quality of our bags and accessories with a Limited Lifetime Warranty — our guarantee that every Caisson item is free of material and manufacturing defects. This warranty is valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Caisson retailer and subject to applicable laws. The warranty will immediately become void if the product is purchased from an unauthorized retailer.


What is covered under warranty?

If you discover a material or manufacturing defect, we will replace or repair the item at our discretion, in accordance with local law and our warranty claims process as it may be updated from time to time. Warranty claims must be accompanied by an acceptable proof of purchase (as determined in Caisson’s sole discretion) from an authorized Caisson retailer. Purchases made from a counterfeit or unauthorized seller will not be considered.

Caisson warranties do not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Caisson item. If a product was damaged during flight, transport or by any carrier, you must immediately report such damage directly to the transport operator or carrier, as this damage is not covered by Caisson.

We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.

Our warranties are crafted with the same regard for detail that is applied to every item we produce, and is our commitment to your continued enjoyment of Caisson products. We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent (including intentional damage to products, duplicate claims, and counterfeit products) or that violate our Terms of Use.

Wholesale

I would like to sell Caisson products. Who should I contact?

In order for us to direct you to the sales representative in your territory, please provide us with the name and location of your store, pictures of your shop and other brands you carry on our contact form. If you are an online business, please specify the URL of your website.


We are a distribution business and would like to distribute Caisson. Who should we contact?

Thank you in advance for your interest in working with Caisson. Please indicate the name, location and website for your distribution business on our contact form and someone will get back to you shortly.

Media

I am press looking for a PR contact for an interview or image request, who should I contact?

Please fill out our contact form and someone in the press department will get back to you as soon as we can. Include as many details as possible, including the name of the publication and your deadline in your inquiry.


Does Caisson have a Brand Ambassador program or sponsor musicians, personalities and athletes?

Please fill out our contact form and someone in the press department will get back to you as soon as we can. Include as many details as possible, including the type of sponsorship and feel free to upload pictures or provide any relevant links.



NEED FURTHER HELP?

Please check our list of answers to frequently asked questions regarding Caisson orders, shipping, returns, and more. If you require further information, please fill out our Contact Caisson form with your inquiry. We will respond within 24 hours (and usually much sooner).

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