Providing our customers with superior service is always our goal. You can expect to receive a reply to your inquiry from us within 24-48 BUSINESS HOURS unless otherwise noted on our website.
We DO NOT reply to emails on Saturdays or Sundays, as we are closed. Nor do we reply to order inquiries sent to us via our social media platforms. If you have an issue with your order please contact us via the contact form on our website or by email at firstname.lastname@example.org.
We currently accept payments via PayPal and all major credit cards such as Visa, MasterCard, and American Express through our secure payment processing system. We transmit your credit card securely for your protection and we do not store your credit card information.
We accept a limited number of custom orders monthly to ensure that we are able to uphold a quality experience for our customers and clients. Should you be interested in hiring Chyna’s Creations for your next custom project, please see our FAQs below before submitting an inquiry or placing a custom order.
PRODUCTION + SHIPPING & HANDLING
Our current order processing times are as follows:
Please allow up to 7 business days for processing NOT inclusive of shipping as our products are MADE TO ORDER upon purchase and receipt of payment.
Processing Time (time for your order to be pulled and created): within 7 business days unless otherwise stated.
Shipping Time (time in transit once shipped): 3 - 5 business days.
Total Time (includes processing and shipping): up to 10 - 15 business days unless otherwise stated.
CUSTOM ORDERS: Please review your invoice for details about your processing time as time varies based on order specifications. Processing time is NOT inclusive of shipping.
BACKORDERS: If a product that you order is on backorder, you will be notified via email regarding any unexpected delays.
PRE-ORDERS: All pre-orders will be processed by the launch date specified on the product page.
SHIPPING + DELIVERY
Some of your items may ship separately so it is possible that you may receive more than one tracking number. However, you will only pay for shipping once based on your entire order.
Our current shipping times are estimations during the non-holiday season:
Items shipped in-house:
- Please allow up to 7 business days upon receipt of payment for your items to be processed & packaged as the majority of our products are MADE TO ORDER.
- USPS: 3-5 business days for delivery after shipping (includes a tracking number)
Items shipped directly from our manufacturers:
- DHL Express: 5-10 business days for delivery after shipping (includes delivery confirmation and requires signature release)
Ground Shipping (USPS and DHL): allow up to 7-10 business days from the receipt of shipping notification to receive your purchase.
Priority Shipping (when applicable): allow up to 2-5 business days from the receipt of shipping notification to receive your purchase.
Overnight Shipping: Currently we DO NOT offer overnight shipping.
***NOTE: Production and Shipping times vary and are listed on the "details" tab of EACH item. During the holiday season and/or times of high demand, some orders may be delayed due to increased volume so please allow extra time. It is your responsibility to look at this before making your purchase.
SHIPPING ADDRESSES + RETURNED PACKAGES
Please ensure your shipping address is correct. Once you receive your tracking number, your shipping address cannot be changed. CHYNA’S CREATIONS. does not issue refunds for undeliverable orders due to incorrect addresses. As the customer, you are responsible for entering your address correctly. If a package is returned to us because of the wrong address, the customer must pay to have it reshipped.
Please check your tracking number for updates on delivery. If your tracking says Delivered, but you have not received it, contact your local USPS office, and open a missing package case first. Please check with your neighbors and/or leasing office (if you live in an apartment complex) if they may have received on your behalf.
Damage or loss incurred during shipment is the delivery company's responsibility. Claims must be properly filed with the delivering carrier. Although the addressee must initiate damage claims against the shipper, we will be happy to assist you.
We are not responsible for lost or stolen packages. Unfortunately, the USPS does lose packages from time to time. Please note, once your shipping confirmation/tracking number is sent to you, we no longer have it in our possession, and we have no influence as to what happens after it makes it to the post office. We reserve the right to determine when/if an order will be re-sent depending on the circumstances and size of the order.