FREQUENTLY ASKED QUESTIONS


What is ACASA return policy?

All discounted products, or products where the price is listed as on sale, are final and non-refundable. All other transactions are returnable subject to certain conditions. Requests for refunds or exchanges must be made within 60 days of delivery of the goods. Before you return a product kindly notify ACASA, by email of your intention to do so. If you are dissatisfied with our product, we will process a refund at no additional cost. Please note that in the event of a return, a refund will be processed within 15 days of the receipt of the product. Returns will be refunded in the original method of payment.

Did you get the wrong size or the color is not right for you? We will be happy to complete an exchange free of charge. No exchange will be granted on items that have been washed or used. Customers residing outside of Canada will bear sole responsibility for any taxes and duties.

Please return your packages with a copy of your receipt to:
ACASA
128 Wade Gate
Thornhill, ON L4J 5X7
How do I make changes to my order after it's already been placed?
Please contact us as soon as possible via email: info@acasa.io. No return/exchange fees will be applied if the package has not yet been shipped. If the package has been shipped already, then please refer to the refund and exchange policy above.

What is ACASA shipping policy?

We ship all over the world! For your peace of mind, all of our shipments have a tracking #.Orders typically ship out within 24 hours. Orders placed over the weekend are sent out on Monday. You will receive a tracking number via email and may follow the link in the email to check the estimated arrival of your order.All of our orders are shipped via Canada Post for Canadian orders and DHL Express for USA/ International orders.For the orders from PO boxes and APO’s please select standard shipping.

What local taxes or customs duty will I need to pay?

Please note that local charges (sales tax, customs duty) may occur and the rate may vary from one country to the next. These charges are at the customers own expense. For more information, please contact your local customs office. Keep in mind that we are not able to reimburse you for duties and taxes paid upon delivery.Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to ACASA. Keep in mind that this amount is dependent on your country. If you want to adjust your address, please be sure to reach out to us at info@acasa.io before your order is dispatched.

What are the usual shipping charges?

For all US and Canadian orders, we offer free expedited shipping.For International orders, a flat fee of  $20 USD applies. For international orders above $150 USD, shipping is free.

Could you provide an estimate of shipping time?

Please note that below transit times are quoted by shipping carrier companies (DHL/Canada Post). These transit times reflect the average duration of transit.
- CanadaCanada Post Expedited Parcel Service: 3-7 Business Day DeliveryUSA (depending on customs inspections)
- DHL Express - Express Worldwide: 1-2 Business Day Delivery (up to 3 Business Day delivery to Hawaii and Alaska)
- International (depending on customs inspections)DHL Express - Express Worldwide: 3-7 Business Day Delivery