Shipping and Returns
Cancha Inc (“Cancha”, “we”, “us”) operates canchagear.com. This page summarises our shipping, return, exchange and voluntary warranty terms. Mandatory consumer rights under applicable law remain unaffected.
1. Shipping
1.1 Destinations and shipping methods
We ship to most countries worldwide. Available services, shipping charges and estimated delivery times are shown at checkout. Orders are usually dispatched within two business days, excluding preorders and public holidays.
1.2 Tracking
When your order ships, we will email you a tracking link. You can also track an order by logging into your Cancha account and selecting the order.
1.3 Preorders and mixed orders
If an order contains preorder and in-stock products, we will normally ship the order together when the preorder product becomes available, unless we state otherwise on the product page, at checkout or by email.
1.4 Address restrictions
PO box and military-address deliveries may require a postal service rather than a courier. Enter your address at checkout to see the available services. If no suitable service appears, contact us before ordering. Parcel-locker availability depends on the options offered at checkout.
1.5 Duties and taxes
Applicable sales taxes and import duties depend on the delivery destination. For international shipments, Cancha calculates and collects import duties and taxes at checkout and ships delivered duty paid. Check the final checkout total before ordering. If a carrier later asks you to pay an unexpected duty or tax, contact hello@carrycancha.com before paying it.
1.6 Changing or cancelling an order
If an order has not been dispatched, you can request changes to its address, products or colour, or request cancellation, by logging into your account and selecting the order. Changes depend on fulfilment status and stock availability. Once an order has shipped, the returns process applies.
1.7 Delayed, delivered, lost or damaged parcels
If tracking is delayed, shows delivered when you have not received the parcel, or you believe the parcel is lost, email hello@carrycancha.com with your order number and tracking details. We will investigate with the carrier. If the carrier confirms that the parcel is lost, we will arrange a replacement or refund.
If a parcel arrives visibly damaged, reject it where reasonably possible or photograph the packaging before opening it. Contact us as soon as reasonably possible with your order number and clear photos. The same contact process applies to missing or incorrect items. Where a claim is validated, we will arrange an appropriate replacement, repair or refund at no additional cost. This does not affect rights that cannot lawfully be excluded.
2. Returns and exchanges
2.1 Windows
You may request a voluntary return within 30 days of receiving your order. Eligible items must be in new, resaleable condition with their original tags and packaging, subject to the Refund Policy. If you want a different item, the usual route is to return the original item and place a new order. Any additional cancellation and consumer rights required by applicable law remain unaffected.
2.2 Starting a return or exchange
Start your request through your Cancha account or email hello@carrycancha.com with your order number. Wait for written approval and shipping instructions before sending an item.
2.3 Return labels
For eligible returns from the United States, Cancha provides a prepaid return label at no cost. Customers outside the United States must arrange and pay for tracked return shipping. This allocation does not apply where applicable law requires otherwise.
2.4 Refund timing and method
We aim to inspect an eligible return within five business days of receipt and, if approved, process the refund to the original payment method within ten business days of inspection. Your bank or card issuer may take additional time to post it. See the Refund Policy if the original payment method is no longer available.
2.5 Gifts
A gift recipient may request an eligible exchange by providing the original order number. Refunds must be issued to the original payment method used by the purchaser.
2.6 Excluded products
Products sold as Final Sale, Sample Sale, As-Is, B-Stock, Factory Second or Refurbished are not eligible for voluntary returns, exchanges, the voluntary Limited Lifetime Warranty or discretionary repair services. Any exclusion will be disclosed at or before purchase. This does not remove any rights that cannot lawfully be excluded, including applicable rights for goods that are defective, misdescribed or not of satisfactory quality.
3. Cancha Limited Lifetime Warranty
The original retail purchaser receives a voluntary Limited Lifetime Warranty on qualifying new Cancha-branded bags and accessories purchased directly from Cancha or an authorised Cancha retailer, including purchases before September 1, 2026. The warranty covers defects in materials or workmanship that arise during normal, intended use for as long as the original purchaser owns the product. It is non-transferable.
“Lifetime” means for as long as the original purchaser owns the product. It does not mean the purchaser’s lifetime or guarantee that a product will never wear out.
The warranty does not cover normal wear and tear, cosmetic changes, accidental damage, misuse, improper care or storage, unauthorised alterations or repairs, damage caused by contents or third parties, loss, theft, second-hand purchases, unauthorised sellers, or the excluded products listed in section 2.6.
To make a claim, email hello@carrycancha.com with proof of purchase, a description of the issue and clear photos. We aim to respond within 24–48 hours. Do not send a product until we provide written instructions.
If we confirm a covered defect, Cancha may repair the product, replace it with the same or a reasonably comparable product, or provide store credit up to the original purchase price. If the original model or colour is no longer available, we may offer a comparable replacement or store credit. No particular remedy is guaranteed unless required by applicable consumer law.
For approved warranty claims in the United States, Cancha covers shipping both to Cancha for inspection and back to the customer. For approved claims outside the United States, the customer pays shipping to our Los Angeles, California warehouse and Cancha covers shipping back. The customer remains responsible for applicable import duties, taxes and customs charges. If a claim is denied, the customer pays return shipping or may choose to forfeit the product. We will provide written instructions after reviewing the claim. Applicable consumer rights remain unaffected.
This commercial warranty is additional to rights that cannot be excluded or limited under applicable consumer law. See the Limited Lifetime Warranty page and Terms of Service for the full terms.
4. Contact
For customer-service enquiries, email hello@carrycancha.com. We aim to respond within 24–48 hours.
