Refund and Exchange Policy
Cako Marketplace products are delivered by the marketplace vendor or an authorized third party courier. We make every effort to deliver your order within your desired delivery window. Cako is not responsible for delays in delivery caused by high package volume, weather, traffic issues, mechanical error, strikes, natural disasters, terrorism safety control, or inaccurate shipping information.
Customers are responsible for checking that all delivery information is correct before submitting an order. Specific instructions must be provided at time of order, to ensure recipient, or authorized receiver, is available to receive the order at the time of delivery. Regretfully, we are only able to make one delivery attempt. If we are unable to locate the recipient, or authorized receiver, at the time of delivery, we will do the following:
- Call the recipient
- Send an email to the recipient
- Wait for a maximum of 10 minutes at the delivery address.
It is up to the customer to select a delivery date and time when the recipient will be home. Cako will make one attempt during the selected delivery window. If specified, Cako will leave the products at the delivery address. If we do leave the order at a different nearby location, we will notify the recipient by phone or email. Cako does not require a signature for the release of any order. Cako will notify the sender of unsuccessful deliveries in which the recipient is not available. After the unsuccessful delivery, Cako will route the products back to the closest Cako retail location where it will be held for 24 hours for pickup by the sender OR recipient. Subsequent redelivery of the product WILL incur an additional delivery fee.
There are no returns allowed on any products ordered on the Cako website. Refunds will be considered on a case by case basis. All refunds must be requested within 24 hours of the order ship date. Modifications or cancellations must be requested at least 72 hours prior to order ship date.
Customers may add a gift note to the order, free of charge. Cako reserves the right not to print a gift note that is profane, lewd, or otherwise deemed inappropriate or offensive. Orders may ship in packaging different than what is pictured on the Cako website.
We stand by every product we sell in stores and through Cako.com. Due to the delicate nature of our products, extra care is taken to ensure proper handling. If you are not satisfied with your purchase upon arrival, please notify us immediately and we will do our best to correct the situation.
How can I make a change or cancel my order?
To make a change or cancel your order, please contact Customer Service. Your change or cancellation must be placed at least 72 hours in advance of the shipping date. Orders cannot be cancelled or changed on the day they are shipped.
What if my merchandise arrives damaged?
As soon as your perishable item is delivered, please inspect ALL items. If you suspect there is a problem call us immediately. Do not dispose of the product or its packaging. No refunds will be issued if your complaint is not filed within 24 hours of delivery.
Can I return a gift I've received?
Any items received as gifts cannot be returned.
I don't want my items anymore, can I return them?
For Cako Bakery products, we will refund orders up to 24 hours before the ship date. For marketplace products that are NOT cakes, vendors require 3-4 days notice before ship date for a full refund. All cakes require 1 week notice before ship date for a full refund. Any cancellations after the specified times may not result in a full refund.
What if the recipient is not home to receive my gift?
It is up to the customer to select a delivery date and time when the recipient will be home. Cako will make one attempt during the selected delivery window, call the recipient and wait 10 minutes. If specified, Cako will leave the products at the delivery address. After the unsuccessful delivery, Cako will route the products back to the closest Cako retail location where it will be held for 24 hours for pickup by the sender OR recipient.