Cafago Support Center

Find Cafago helps, faqs and knowledge base quickly

What Should I Do If My Payment Page Had an Error?

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If the payment page displays an error, please kindly try to reorder. If the issue cannot be solved, please contact Customer Service by email to [email protected] 

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How to Return Items to Cafago?

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  • Step 1: Please firstly contact customer service via email [email protected] 
  • Step 2: Please mark the order number, your phone number and write down "Return" on the package. You should also let Cafago know the tracking number after you have sent it out.
  • Step 3: Cafago will arrange reshipment after receiving your returned items. Or Cafago will send back your money to your bank within 10 working days upon Cafago has confirmed your refund request. Please contact your bank for your order refund follow-ups. Please contact Cafago for any further issues about returns through email [email protected]

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Items are Missing From My Order, What Do I Do?

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Possible reasons:  

  • Order Split Shipped: Check your order whether it has not been split shipped.
  • Ordered from different warehouses: If you ordered from 2 different warehouse the order will have multiple shipments.
  • CAFAGO made a mistake: On rare occasions an item maybe missed during packaging.
  • Parcel damaged or items removed: The package seems modified or damaged and items may have fallen out.

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What Should I Do If My Products Go Broken After a Period Of Use?

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If you encounter quality issues within the warranty period you will be covered. Every product has a specific warranty period(If it is not stated in the product listing, contact Cafago via email to [email protected]). 

In this case, please kindly provide Cafago with proof as below:

  1. The photos of original CAFAGO package with front and back sides
  2. The photos or video of the defective item(s)
  3. The photos, video or screenshot showing the malfunction of the defective item(s)

Cafago will usually offer you a refund or send a replacement as soon as the problem is confirmed.

Sometimes you may need to ship the defective item back to us for free repair service or a new replacement. Customer should pay the return shipping fee, and CAFAGO is responsible for the shipping costs of arranging reshipment by air mail.

For fixing process request, follow-up or any further technological support about our CAFAGO products at www.cafago.com, please contact Cafago by email [email protected] with your verified ordering provement, order No. etc.

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What Should I Do If My Items Arrived Damaged?

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This situation rarely occurs, rough handling by the courier can lead to physical damage to your goods, e.g. broken screen. 

If this has happened, please follow these steps:

  1. If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
  2. If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaining procedure which will enable you to get compensation.
  3. Next, contact CAFAGO immediately with your order number and a full description / pictures of the broken item issue, CAFAGO will contact the courier company, once the courier company confirms that the case is valid, they will compensate CAFAGO, and CAFAGO will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to CAFAGO in order for CAFAGO to send out a new piece. 

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Does Cafago Check the Products Before Shipping Them to Me?

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Yes, for sure.  

Cafago has a professional quality control team. They will check carefully for each item Cafago received from suppliers and manufacturers to avoid sending defective goods to customers.

If a item is found defective in QC test, it will be returned to the supplier / factory. So please don't worry about receiving a defective item because Cafago is committed to being a trustworthy and reliable seller on international on-line shopping market.

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What is Free Warranty Service?

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Cafago will provide free warranty service to consumers within product warranty period if the product meet Free Warranty Service requirements. In this case consumers are no need to pay any types of maintenance fees such as testing fee, replacement fees or item(s) send-back fees. Consumers should send back their broken items to us. Once received the item(s) our professional tech. team will check item(s) carefully to ensure specific conditions. Please note different products at cafago.com may have different warranty periods. Please check details with your order during purchasing.

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Why My Order is Still In Process a Few Days After the Order Has Been Completed?

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If your order is still in process 48 hours after payment, it means that some items in your order are out of stock. Cafago usually need 2-5 days to restock these items. If you still have concerns about your order, please contact Cafago by [email protected]

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Why Was My Order Partially Shipped By Cafago?

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There are three reasons why your order was partially shipped: 

  1. Cafago has different warehouses, Cafago will not combine them together and will ship from the correct warehouse separately.
  2. The items are overweight so need to be shipped in different packages.
  3. The item is out of production or stock for a long time. In this case Cafago may firstly ship the rest to you, and send you an reminder email.

Please check your email and let Cafago know your decisions for replacement or refund. 

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Why My Order Hasn’t Been Shipped 7 Business Days After Payment?

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Please verify that your payment is confirmed and none of the items are back ordered or sold out. If the issue is still there then please contact Cafago via Live Chat or email to [email protected]

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Also, you can visit Cafago Official Website to get more helps, faqs and knowledge base.

About Cafago

At CAFAGO, our vision is simple: to become the premier online electronics seller by providing an unparalleled selection of the very best gadgets, an unbeatable shopping experience, prompt shipping and exceptional customer service that exceeds expectations.

For us, the customer is always king. Our total commitment to customers empowers us to work closely together with every customer. When you buy from us, the sale is not complete when we ship your order, it is complete when you are totally satisfied.