FAQ

Manual or Automatic? Poptop or Tintop? Come on. We know better than to answer those! However, you will find all the answers you need about using our site below.

Returns

  • Within 30 days: 
    •  All orders that are returned within 30 days of being received by the customer, may qualify for a full refund to the original form of payment with a 15% restocking fee.
    Between 31-90 days: 
    • All orders that are returned within 31 to 90 days of being received by the customer, may qualify for a full refund to the original form of payment with a 20% restocking fee.
    After 90 days: 
    • All orders returned after 90 days of being received by the customer, (but less than six months) may qualify for a refund with a 30% restocking fee.
    After 6 months: 
    • All orders over six months old are not eligible for a return.
    Please note: There will be an ADDITIONAL 30% restocking fee on top of our standard restocking fee if you send back products without prior approval from us.
    Customers are responsible for return shipping costs. In some instances, Van Cafe receives a better shipping rate for larger packages, and we may be able to sell you a return label to help defray your return shipping costs. We will let you know when we contact you after you submit your request. 
  • Making a return is straight forward and easy. If you placed an order on our old website (before January 18th, 2021), please refer to the instructions below. 
    If you have an account:
    1. Login to your account
    2. Under orders, find the order with the product(s) you want to return
    3. Click that order to enter the order detail page and choose the product(s) you want to return
    4. Click the return button under the Actions heading on the right hand side of the screen (you may need to scroll down)
    5. Choose the quantity of the product(s) you want to return and fill out the information regarding your request
    6. Click the submit a return request button at the bottom of the screen.
    7. Our customer service team will review your request and get back to you with further instructions. 
    NOTE: Please do not send product(s) back until a member of our team has approved your return!
    If you don't have an account: 
    1. Please email us at [email protected] with your name & order number and we will be happy to help you with your return request. 
    If you placed an order on our old website (before January 18th, 2021) and need to return a product, please reach out to our Customer Service team: [email protected] and they will begin the return process. 
  • Van Cafe offers a 100% refund to the original form of payment under the following conditions:
    • Cores are returned within 90 days of purchase.
    • The core must be in rebuildable condition as determined by Van Cafe.
    • The core must be returned in the manufacturer's box (if originally shipped as such) or a refund may be declined
    Please Note:
    • The purchaser will be responsible for all return shipping costs.
    • Cores returned after 90 days of the original invoice date are not eligible for a refund.
    • Some cores are in high demand by rebuilders. Pending approval, we will allow these cores to be returned after the 90-day period. Such returns may be subject to an additional 30% fee and returns may be denied depending on the situation.
  • You will receive an email letting you know your request has been approved with further instructions on sending your product(s) back to us. 
  • Electrical components are non-refundable & non-exchangeable. This includes electronics, switches, bulbs, and other analog electrical items.
  • There is a mandatory additional 10% restocking fee applied to all powder coated items. Powder coating fees help offset the time & cost we accrue during the powder coating check in procedure. This includes our touch up process, re-application if necessary, and repackaging of the products.