How to contact Cajo

The fastest path is via chat on caminojourney.com or email — both hit our support inbox and create a trackable ticket. We're a remote support team, so we don't have a live phone number.

The fastest path is via chat on caminojourney.com or email — both hit our support inbox and create a trackable ticket. We're a remote support team, so we don't have a live phone number.

What this looks like in practice

Chat

The chat widget on caminojourney.com is the fastest channel during business hours. Real humans (and our AI Lyro for quick questions) answer chats live. If we're not available, the chat captures your message and creates a ticket — we follow up via email.

Email

If chat is closed or you'd rather write a longer message, email works the same way. Every message becomes a trackable ticket, so we don't lose anything. We typically reply within a business day.

Submitting a warranty claim or defect report

For anything we'd replace at no cost — broken or cracked parts, missing parts, hull defects, steering handle cable issues, drive alignment problems — the right path is the claims form at caminojourney.com/pages/claims-form. The form captures your HIN, shipping info, photos or video, and the issue description in one shot — much faster than back-and-forth in chat or email.

Why no phone line

Honest answer: we're a small remote team and a phone line in the way most ecommerce companies run them (one number, IVR menu, on-hold music) is worse for everyone than chat and email.

You don't sit on hold. Chat and email queue and get responses in priority order.
We don't lose context. Every message has a record. You don't have to explain the same issue to three different people.
We can attach photos, links, and product cards — much harder on a phone call.
Multiple support staff can pick up a conversation as needed, so vacation, time zones, and shift coverage don't bottleneck your case.

The trade-off is honest: no phone number means no instant voice contact. We think the speed and clarity of chat and email beat the phone for almost every situation, and our customer feedback supports that.

What to include when you reach out

Help us help you faster:

HIN (hull serial number — etched into the stern starboard side of your kayak) if it's a boat-specific question
Order number if it's an order-related question
Photos or short video if it's a defect or fit question
Where you bought (direct vs. which dealer) for warranty cases
What you've already tried if you've been troubleshooting

When to expect a reply

Chat: seconds to minutes during business hours
Email: within one business day, usually sooner
Claims form: the CAJO Claims Team picks up new tickets daily

If you've reached out and haven't heard back within a business day, send a follow-up. Sometimes messages get caught in spam filters or our queue gets long.