Shipping policy
Shipping Policy
We work hard to get your order out the door quickly while ensuring every item is made with care.
Processing Time:
Most orders are made to order. Please allow 1-2 business days (excluding weekends and holidays) for production before shipment. Custom orders, large orders, or periods of high order volume may require additional processing time. If an order requires more time than the standard processing window, we will contact you with an update prior to shipment.
Shipping, Carrier Responsibility, & Delays:
Once your order ships, you will receive a tracking number via email. Delivery timeframes shown at checkout or provided by the carrier are estimates only and are not guaranteed.
After an order leaves our studio and is handed off to the shipping carrier, delivery timing, routing, and transit speed are controlled by the carrier. Delays caused by the carrier, weather, holidays, or other circumstances outside of our control do not constitute a failure to ship or fulfill the order.
An order is considered shipped once it has been accepted by the carrier and tracking is active. Carrier delays alone are not eligible for order cancellations, refunds, or replacements while a package remains in transit.
If a package is confirmed lost or fails to be delivered, we will work with the carrier to ensure an appropriate resolution in accordance with this shipping policy.
Shipping Carriers:
We primarily ship through USPS. Some orders may ship through UPS or FedEx depending on the size, weight, and destination of your order.
Shipping Rates:
Shipping rates are calculated at checkout based on your order weight and destination. Free shipping promotions may be offered from time to time.
Customs & Duties (International Orders):
Buyers are responsible for any customs, import taxes, and fees that may apply. We are not responsible for delays due to customs processing.
Lost, Mis-delivered, or Undeliverable Packages:
Lost or Undelivered Packages:
If a package is confirmed lost or fails to be delivered after the carrier’s investigation period, we will work with the carrier to resolve the issue and ensure an appropriate resolution.
Mis-Delivered Packages:
If a package is marked as delivered by the carrier but was delivered to the incorrect address, the issue must be reported to us within 48 hours of the delivery scan.
Once reported, we will initiate a delivery investigation with the carrier. Resolution is determined by the carrier’s findings, which may include delivery confirmation, GPS delivery data, or recovery attempts.
Refunds or replacements are issued only if the carrier confirms the package was mis-delivered and cannot be recovered.
Marked Delivered but Not Received / Theft Claims:
If a package is marked as delivered by the carrier but the customer reports that it was not received or may have been stolen:
The carrier’s delivery scan is considered primary evidence of delivery.
Customers should check with household members, neighbors, building management, or mailrooms before reporting the issue.
We may request that the customer file a report with the carrier or local authorities when theft is suspected.
Refunds or replacements are not issued for packages marked as delivered unless the carrier confirms the package was mis-delivered or delivered to an address other than the one provided at checkout.
We’re happy to assist with carrier inquiries or provide documentation needed to help locate the package.
Undeliverable / Returned Packages:
Packages returned to us as undeliverable due to incorrect or incomplete shipping information provided at checkout are not eligible for refund or replacement. Additional shipping fees may apply to reship returned orders.
Declined Shipments:
We reserve the right to decline shipment to certain addresses or locations, including freight forwarders, third-party resellers, or entities engaged in export, resale, or other distribution activities that conflict with our shop policies.
Our products are sold exclusively to end customers for personal use and are not authorized for resale, redistribution, or commercial export without prior written approval.
Shipping Questions?
If you have questions about your order or delivery timeline, please reach out to info@chronicconcepts.com.