CusCus is our own brand name for which we have our independent manufacturing facilities. We have very talented designers to bring out the best combination of quality and style. Our wisdom in providing customers with the best outdoor gear and equipment for their outdoor experience keeps our service as a much recommended one. An important side of our service is how we emphasize in getting our customers the best online prices because they come directly from the manufactures.
New York state residents are subject to sales tax.
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Has my customer's order been shipped?
All orders are recorded and tracked online. The customer will usually receive a tracking email from us once it is available.
I ordered the wrong item, and wants to exchange/return it. What do I do?
For a more prompt exchange/refund, please keep your invoice and contact us to obtain a return authorization number (RA#).
If it is necessary to return merchandise for an exchange/refund, all merchandise must meet the following conditions:
-Return in original packaging
-Return to us within (30) days
-Copy of invoice enclosed with merchandise
-Enclose a brief letter of explanation
-Merchandise returned for exchange- will be charged a $10.00 exchange fee plus a shipping charge.
-Merchandise returned for refund- will be charged a 15% restocking fee - $3.00 minimum.
-All returns must be in original packing and resellable condition.
-All returns must be prepaid.
-No COD's accepted
-If the merchandise you wish to receive is out of stock, a refund/credit will be issued promptly. Refund/credit will be expected from Rakuten.com Shopping.
I placed an order, but was shipped the incorrect item. What do I do? Please return the incorrect item and include a return receipt for freight to us. The freight credit will either be the exact amount on the original invoice or the actual cost of freight to us. This will be done at our discretion. If the order was shipped ground, and the end user decides to overnight the package to us to get it here faster, they will do that at their own expense.
Once the incorrect item is received back, we will ship out the correct item. If you wish to have the correct item shipped out prior to us receiving back the incorrect item, we can do so, but you will be responsible for the original item's purchase price should it not get returned.
No express freight methods will be used for items shipped a second time regardless of how the item was originally shipped. If a customer wishes to ship an item via an express method, it will be done at the customer's expense.
Make sure to:
- Include the original item in its original packing
- Note the Return Authorization number of the outside on the packaging
- Ship it via a traceable method (UPS, FedEx, USPS w/package tracking)
I received a package that was damaged in transit. What do I do?
Your customer should contact the package carrier (UPS, FedEx, RPS, or USPS) and file a claim using the package tracking number.
We will not accept merchandise damaged in transit. All claims must be filed with the carrier.
My order appears to be lost in transit. What do I do?
Please contact us and we will file a claim with the package carrier (UPS, FedEx, or USPS). These claims can take upwards of 30 days. If you would like a second shipment to be made, you will be charged for the replacement order and be credited for the lost order upon resolution of the lost package.
I have not received product and want to cancel the order. What do I do?
Only orders that have not yet been shipped or are not in process can be canceled. If the order has not yet shipped or is not in process, notify us via email to cancel the order. It is important to notify us immediately if a customer wants to cancel an order, as most orders ship same-day.
If the order has been shipped, the consumer will need to follow the normal returns process, if the package is refused then a return freight charge will be added.
I receive a defect. What do I do?
Please contact us within 7 days upon arrival of item and follow the normal return process.
What is "New" condition?
All products must be in new, unopened condition if it is being returned to us.
Hours: All your requirements will be solved within 1 to 2 business days.