If your order has multiple items, please expect that you would receive one or more shipments from our different vendors or from our different warehouses.
Should you need to cancel your order for any reason, please contact us as soon as possible as cancellations can only be processed before they are shipped. It is recommended that you email us at the “contact us” page. There is a link at the bottom of the screen so that we can process your request immediately.
We know that you will be pleased with your purchases from ChoCali.com. However, there may be occasions when you will need to return items to us.
If you aren't happy with your order, please reach out to us with more details within 3 days of your delivery date. We accept most returns and we’ll issue a refund, minus applicable 25% restocking plus shipping & handling fees.
These shipping & handling fees include labor and material costs, packaging and restocking fees, and may exceed the actual cost paid by ChoCali to its carrier to send the item(s) back to ChoCali. Please contact us to find out your estimated refund or store credit total, minus the shipping & handling fees, before you decide to submit your return.
Once the returns are processed and accepted, we'll email you a shipping label. Please note that the items must be returned within 10 days after shipping label was issued and sent to you.
MY REFUND AS STORE CREDIT:
There are some items that we issue refunds for returns in the form of store credit that’s applied directly to your account on ChoCali.com — but not to original methods of payment, such as credit cards. However, if you return items that were purchased using the ChoCali.com store credit or rewards, we’ll issue a refund, minus applicable shipping & handling fees, to your ChoCali credit account instead.
WHICH ITEMS ARE NOT ELIGIBLE FOR RETURN:
Items not eligible for return include: swimwear, intimate apparel, lingerie, personalized items, food, makeup, some electronics, and some luxury goods. To determine return eligibility, please contact us before or after purchased.
Additionally, in order to receive a refund or store credit, all returned items must be unused, unaltered, and in original packaging with tags attached. Be sure to include any warranty cards and accessories, if applicable. Apparel must also be unworn and unwashed.
WRONG ITEMS SHIPPED:
If you believe you have received the wrong product, please make sure not to open it. You have 3 days from the date of the delivery to initiate a return authorization request.
DAMAGE IN TRANSIT:
If your shipment is delivered damaged, please contact us immediately or within 2 business days from the date of the delivery. Do not throw away or alter the product or packaging; we will need a picture of the damage package in the same condition as it was received to properly establish that the damage was due to shipping. We will not accept claims for shipping damage if any of the contents or packaging have been altered or discarded.
Please contact our customer service to verify your tracking number and carrier. You will need to place a claim with the carrier that handled your package.
After we are able to properly establish that the product was damaged during shipment, we will replace the products based on return policy.
LOST ORDERS OR WRONG ADDRESSES:
If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment is still in transit or out for delivery. Packages are not always scanned at every facility they go through during shipment, so you may not see any updates for a few days.
If it has been more than 5 business days without an update, please contact our Customer Service. We will contact the shipping company and track the package. They will investigate and get back to us with an update within 2 business days.
If the package is not found after the trace, a claim has to be filed. We will file the claim and continue to follow-up until the package is delivered or declared lost. Once the claim is accepted by the shipping company, we will be able to either send you a replacement at no cost or issue a refund.
However, when the tracking number shows a package was delivered (and signed for when it is required) and was shipped to the correct address, no claim can be filed and we can neither send a replacement nor issue a refund.
If a shipment is returned to our warehouse for some reason (not picked up, the shipping address is incorrect, the carrier is unable to locate the recipient, etc.), we will contact you to confirm any information that is necessary to reship your package.