Shipping policy

Last Updated: September 24, 2026

Thank you for shopping with SOFTCAYA, operated by Softcash Retail LLC.

This Shipping Policy explains how orders placed through www.softcaya.com are processed, shipped, and delivered.

1. Order Processing

After your order is successfully placed and payment is confirmed, we will begin preparing your order for shipment.

Orders are generally processed within 1–3 business days, excluding weekends and public holidays.

During periods of high order volume, promotional events, holidays, or other exceptional circumstances, processing may take longer.

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information when available.

Please note that order processing time is separate from shipping transit time.

2. Shipping Destinations

SOFTCAYA currently ships to the United States and selected international destinations.

Available shipping methods and rates are determined based on:

  • Delivery destination
  • Package size and weight
  • Selected shipping service
  • Carrier availability
  • Applicable customs requirements

The shipping methods available for your order will be displayed at checkout.

3. United States Shipping

For orders shipped within the United States, we currently offer shipping options including:

Economy Shipping

Estimated transit time: 5–8 business days

Standard Shipping

Estimated transit time: 3–4 business days

Shipping charges are calculated according to the shipping method and order details and will be displayed at checkout before you complete your purchase.

Please note that these are estimated carrier transit times and do not include order processing time.

4. International Shipping

We offer international shipping to selected countries and regions.

Depending on your destination, available carriers may include:

  • DHL eCommerce
  • DHL Express
  • FedEx
  • USPS
  • Other approved logistics providers

Available international services may include:

  • DHL eCommerce Parcel Direct
  • DHL eCommerce Parcel Standard
  • DHL Express Worldwide
  • FedEx International services
  • USPS international services

Shipping availability, estimated delivery time, and shipping charges will be calculated and displayed at checkout.

Not all shipping services are available in every destination.

5. Estimated Delivery Times

Delivery times depend on the destination, shipping method, customs processing, and carrier conditions.

Typical shipping estimates may include:

United States

  • Economy: approximately 5–8 business days
  • Standard: approximately 3–4 business days

International Orders

International delivery times vary by country, shipping carrier, and customs processing.

The estimated transit time shown at checkout provides the best available estimate for your selected shipping service.

Estimated delivery times are not guaranteed.

6. Shipping Rates

Shipping charges are calculated based on factors including:

  • Destination
  • Shipping method
  • Package weight
  • Package dimensions
  • Order value
  • Carrier rates

The final shipping charge will be displayed at checkout before payment is submitted.

Certain promotions or order values may qualify for discounted or free shipping when specifically stated on our Site or during checkout.

7. Tracking Your Order

When tracking information is available, we will send it to the email address provided during checkout.

Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.

Tracking information may not become active immediately after the shipping label is created.

If your tracking information has not updated for an extended period, please contact us at:

info@softcaya.com

8. Customs, Duties, and Taxes

International shipments may be subject to:

  • Import duties
  • Customs fees
  • VAT or other taxes
  • Brokerage fees
  • Local government charges

Depending on the destination and shipping service selected, certain duties and taxes may be collected in advance at checkout.

Some shipping services may support prepaid duties.

If duties or taxes are not collected at checkout, the customer may be responsible for paying them directly to the carrier or local customs authority before delivery.

SOFTCAYA does not control charges imposed by customs authorities.

We recommend checking your country's import rules before placing an international order.

9. Customs Delays

International packages may be inspected or held by customs authorities.

Customs processing times are outside our direct control and may result in additional delivery delays.

SOFTCAYA is not responsible for delays caused by:

  • Customs inspections
  • Import restrictions
  • Government agencies
  • Local tax or duty requirements
  • Additional documentation requested by customs authorities

We will provide reasonable assistance if additional shipping information is required.

10. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please carefully review:

  • Recipient name
  • Street address
  • Apartment or unit number
  • City
  • State or province
  • ZIP or postal code
  • Country
  • Telephone number

If you notice an error in your shipping address, contact us immediately at info@softcaya.com.

We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

SOFTCAYA is not responsible for delivery failures caused by incorrect or incomplete shipping information provided by the customer.

11. Returned or Undeliverable Packages

A package may be returned to us if:

  • The shipping address is incorrect
  • The address is incomplete
  • Delivery is refused
  • The carrier is unable to complete delivery
  • The package is not collected from the carrier
  • Customs duties or taxes are not paid when required

If a package is returned to us, please contact our customer service team.

Additional shipping or return shipping charges may apply before an order can be reshipped.

Where a refund is issued for a returned or refused shipment, shipping costs and other applicable carrier charges may be deducted from the refund where permitted by law.

12. Lost Packages

If your tracking information indicates that your package has not moved for an unusual period or appears to be lost, please contact us at info@softcaya.com.

We may work with the shipping carrier to investigate the shipment.

Carrier investigations can take several business days to complete.

If the carrier confirms that the package has been lost, we will review the situation and provide an appropriate resolution in accordance with applicable law and our policies.

13. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, we recommend:

  • Checking around the delivery location
  • Checking with household members
  • Checking with neighbors
  • Checking with building management or reception
  • Waiting up to 24–48 hours, as some carriers may update tracking before final delivery
  • Contacting the shipping carrier

If you are still unable to locate the package, please contact us at info@softcaya.com and we will assist where reasonably possible.

14. Damaged Packages

If your order arrives damaged, please contact us as soon as possible.

Please provide:

  • Your order number
  • Photos of the damaged product
  • Photos of the shipping package
  • A description of the damage

Please retain the original packaging until the issue has been reviewed.

Damaged or defective products will be handled according to our Return and Refund Policy.

15. Shipping Delays

While we make reasonable efforts to ensure timely delivery, shipping delays may occasionally occur due to circumstances outside our control.

These may include:

  • Severe weather
  • Natural disasters
  • Carrier disruptions
  • Customs delays
  • Public holidays
  • Peak shopping periods
  • Transportation disruptions
  • Government restrictions
  • Labor disputes
  • Other events beyond our reasonable control

Delivery dates provided on our Site, at checkout, or by shipping carriers are estimates unless expressly stated otherwise.

16. Multiple Shipments

In some cases, an order containing multiple products may be shipped in separate packages.

If this occurs, you may receive more than one tracking number.

Different packages from the same order may arrive on different dates.

You will not be charged additional shipping fees solely because we choose to divide an order into multiple shipments.

17. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at:

info@softcaya.com

We will make reasonable efforts to accommodate your request.

However, once an order has entered fulfillment or has been shipped, we may no longer be able to modify or cancel it.

If your order has already shipped, our Return and Refund Policy will apply.

18. Contact Us

If you have questions about shipping, delivery, tracking, or your order, please contact us:

SOFTCAYA
Operated by Softcash Retail LLC
Website: www.softcaya.com
Email: info@softcaya.com
Business Address: 402 Chickadee Lane, Gypsum, Colorado 81637, United States