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.

Shipping

  • Yes! read more about our free shipping policy below. Van Cafe is happy to announce we are now offering free shipping on all orders over $99 dollars. This applies to all orders made in the United States excluding Alaska and Hawaii. However please note that there is a small number of products that will not be eligible for free shipping, these products will have an exclusion notice in the product description. Some other exclusions may Include:
    1. Order must be over $99 to be considered eligible for free shipping.
    2. Oversized items – Some items are simply too big, heavy, or awkward to pack, these items will not be eligible for the free shipping service. A notice will be in the product’s description.
    3. International, HI & AK – Free shipping only applies to the lower 48 states, when checking out please choose the shipping option that best suits your needs.
    4. Upgraded Shipping – If you choose to upgrade your shipping service (such as next-day air) you will be quoted and charged accordingly.
    5. Van Cafe reserves the right to select the shipping service for orders that qualify for free shipping, however in most cases, USPS Priority Mail, or UPS Ground will be used.
    6. Dropship items – Any item that is drop shipped will not be eligible for free shipping.
    7. Freight – Any item that is considered freight is not eligible for the free shipping program.
    8. New orders only - Free shipping only applies to new orders. Van Cafe reserves the right to select the shipping service for orders that qualify for free shipping, however in most cases, one of the following will be used: USPS Priority Mail, or UPS Ground.
    9.If an order contains any product not eligible for free shipping, the entire order is not eligible for free shipping.
    10. We can not ship orders with physically large products to P.O boxes.
    11. Please use Route even with free shipping. It is well worth the added small fee to ensure your package is protected for its full amount. It is much faster and easier to recive a replacment if anything does happen during the shipping process.
    Please note, the team here at Van Cafe works very hard to get your order out in a timely manner, 98% of orders leave our warehouse the same day the order is received. However, if our warehouse team is dealing with a higher order volume it may take 2-3 days for your order to ship.
  • Yes! We offer Route shipping insurance. Route helps cover if your package gets lost, stolen or damaged. Protecting your package with Route will insure your order is covered if a problem arises during the shipping process. 

    By unselecting Route during checkout you are opting out of any and all package protection. Once your order leaves our facility we will not have the ability to refund or replace your order if anything happens to it. If you want to protect your order please purchase route package protection. 
    Please Note: Van Cafe does not profit from Route package purchases. These funds are collected by Route witch is a third party service. 

    You can also use the Route app to visually track all of your online orders in one place and easily file a claim with their team. Whether tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Download the app for IOS or Android
  • Unfortunately, after an order is placed we do not have the ability to remove Route Package Protection from your order. The only way for us to credit you back for this service is to cancel your order completely, refund you, and have you replace the order with Route unselected during check out.
    Please Note: There will be a 10% service fee to cancel your order. We highly suggest using Route. Please refer to the How do I file a shipping claim for more information on why Route is important. 
  • If you insured your order with Route Protect at checkout, you would receive a confirmation email from Route with a link to file a shipping issue.    

    To file a claim, you will need your store order number OR Route ID number and the email address attached to the order. You can file a claim with Route here.

    If your order has arrived damaged, please take photos of the item and its packaging for your claim here. 

  • We currently use USPS First Class Mail, USPS Priority Mail, UPS Ground, UPS Next Day Air and UPS 2nd Day Air. We can not use customer provided shipping labels. 
  • We currently use USPS First Class International, USPS Priority Mail International, and UPS Worldwide Expedited. 
  • We ship to Canada using UPS Worldwide Expedited or USPS Priority Mail International. Please Note: If you use USPS you may notice your order being help in California for an extended period of time this is normal for USPS packages to Canada. 
  • We try to ship all orders placed before 3:00pm MST the day of the order, but this is not guaranteed. Larger orders may take additional processing time, but you will receive a tracking number via email when your order does ship. 
  • If you place multiple orders on the same day and you contact us before your orders are marked complete, we can likely combine the two orders, so they ship in one box. 
    Please Note: The order status found on your account page may not be accurate because our system updates at 5 pm. Therefore, you will need to contact a member of our support team to check the status of your same-day order.
    There is a mandatory $10 service charge to combine orders, and the lower shipping cost of the two orders will be issued back to you as store credit on your account. We will not refund your original form of payment.  
    Please email support@vancafe.com if you have any questions. 
  • Click on the 'My Account' link in the top right corner of our website and navigate to orders. If your order has shipped, you will see your tracking number to the right of the order information. You can use this to track your order status. If the package(s) shows as being delivered, but you have not received them, we ask that you check with your neighbors to ensure it wasn't given to them by accident. We have also seen packages arrive up to 10 days after it is marked delivered, so it is best to contact the shipping carrier if you have not received your package. If you still cannot find your package and you have Route contact them and they will replace your order. If you opted out of Route please refer to the "Do you offer shipping insurance?/What is Route?" article. 
  • Currently, UPS is refunding UPS Next Day and UPS 2nd Day unless it weather-related event or a natural disaster. Even though USPS Priority Mail will give the option for 2 or 3-day delivery, these are not guaranteed, and there is no refund if they arrive late. Likewise, USPS First Class Mail is not guaranteed, and if the package is lost, there will be no refund for the shipping charge or the item. 
  • If you have Route package protection all you need to do is contact them and they will immediately resolve your shipping issue. If you opted out of Route please refer to the "Do you offer shipping insurance?/What is Route?" article.
  • If you have Route package protection all you need to do is contact them and they will immediately resolve your shipping issue. If you opted out of Route please refer to the "Do you offer shipping insurance?/What is Route?" article.
  • UPS:
    It is possible to change your shipping address while your order is in transit, but there is     a $35.00 fee to do this. The charge is higher for international shipments. Here are the instructions on the UPS website.
    USPS:
    It is not     possible to change your address with USPS once your order has shipped. 
  • Although it does not happen often, every once and a while we receive packages back from our shipping carriers with a return to sender sticker or marked as undeliverable. Generally, we do not receive any notes from the shipper as to why the package was returned to us and it is the responsibility of the recipient to confirm the address is valid before reshipping.
    Once we receive the package back, we will contact you and confirm, correct, or change your shipping address with no extra service charge. We will however need to collect the original shipping amount you paid in order to reship your package. If your order shipped for free we will need to charge you for the second shipment. 
    Alternatively, if the returned package is intact and unharmed, we can process a return for you. Please note your refund amount will be subject to our standard restocking fee explained on our returns page. Customers will be responsible for all return shipping charges when a package is refused and returned to us. This will either be imposed on the refund total or collected before shipping the order. 
    Please feel free to email support@vancafe.com with any questions you may have.