Shipping Information
We dispatch all orders within 2 business days of payment being confirmed. Orders are shipped across the USA via standard tracked courier services. You will receive a tracking number by email once your order has been dispatched.
Shipping charges are calculated at checkout based on your delivery address and order size.
Estimated delivery times once dispatched:
- USA: 3–7 business days
Please note that delivery times are estimates and may vary during peak periods or due to carrier delays outside of our control.
Returns Policy
We want you to be completely satisfied with your Caterpax purchase. If you are not happy with your order, please read our returns policy below carefully before getting in touch.
General Returns — 15-Day Return Window
We accept returns on eligible products within 15 days of the delivery date. To be eligible for a return, items must be:
- Unused and in their original condition
- In their original, undamaged packaging
- Accompanied by proof of purchase (order number or email confirmation)
To request a return, please contact us at support@caterpax.com within 15 days of receiving your order. We will provide you with return instructions. The cost of return shipping is the responsibility of the customer unless the item is defective or an incorrect item was sent.
Once we receive and inspect the returned item, your refund will be processed within 5–10 business days to your original payment method.
Non-Returnable Products
For safety and regulatory reasons, the following products cannot be returned once shipped:
- Chafing Fuel Cans — these products contain flammable liquid and are classified as hazardous materials for shipping purposes. They cannot be accepted as a return shipment under carrier regulations.
- Emergency Candles — these products contain liquid paraffin and are subject to the same flammable materials restrictions.
If your chafing fuel or emergency candles arrive damaged, defective, or incorrect, we will arrange a full replacement or refund at no cost to you. Simply email us at support@caterpax.com with your order number and a clear photo of the issue within 15 days of delivery. No return shipment is required.
Damaged or Defective Items
If any product in your order arrives damaged or defective, please contact us at support@caterpax.com within 15 days of delivery with your order number and a photo of the damage. We will replace the item or issue a full refund — whichever you prefer — at no cost to you. You will not be required to return the damaged item.
Wrong Item Received
If you receive an incorrect item, please contact us immediately at support@caterpax.com. We will arrange collection of the incorrect item and dispatch the correct order at no additional cost to you.
Contact Us
For any questions about shipping or returns, please reach out to our team at support@caterpax.com. We aim to respond to all enquiries within 1 business day.