Frequently Asked Questions
Welcome to our Frequently Asked Questions (FAQ) page. On this page, you can find answers to common questions we've received.
UPDATE: Check out our brand new, Help Center 2.0. In alignment with our commitment to providing exceptional customer support and a seamless shopping experience, we've launched a brand new Help Center 2.0 where you can search our FAQ, send us messages through chat and more! Check it out here.
SHIPPING & DELIVERY.
- Free shipping on all orders! Please note that although we ship to most countries, we don't ship to all countries.
- All countries that we ship to are displayed at the Checkout in the 'Country/Region' dropdown, under the 'Shipping' section. If a country isn't there, it means that we don't ship to it.
Can you ship to me?
We hope so! We're pleased to say that we can ship to most countries, but not all. Some of the countries that we ship to most often include:
- Australia
- Canada
- the United States
- New Zealand
- the United Kingdom
- Finland
- The Netherlands
- Norway
- Denmark
- Latvia
- Ireland
- Sweden
- Germany
- Spain
- Greece
- Switzerland
- Hungary
Please note that this isn't an exhaustive list of every single country we ship to. These are just countries that we tend to receive orders from/ship to the most.
How can I see all the countries you ship to?
All countries that we ship to are displayed at the Checkout in the Country/Region dropdown which is in the Shipping section. If a country or region isn't there, it means that don't ship to it.
If your Country/Region is in the dropdown, it means that we can ship to you.
Side note: In order to proceed in the checkout to place your order, you'll need to select your Country/Region from the dropdown.
Why is a country not in the 'Country/Region' dropdown at the checkout?
- If a country is not in the 'Country/Region' dropdown at the checkout, it means that we don't ship to that country.
- As the checkout process requires the 'Country/Region' to be selected before proceeding in the checkout to pay/place an order, you won't have to worry about accidentally placing an order to a country that we don't ship to. If we do not ship to your Country/Region, it will be hidden from the 'Country/Region' dropdown at the checkout.
- If we ship to your Country/Region, it will be displayed at the checkout and you will be able to select it at checkout in the 'Shipping address' section, under the 'Country/Region' dropdown.
Why do you say 'Free Shipping to most countries' rather than 'Free Worldwide Shipping'?
The reason we say that we offer free shipping to most countries is because we do not ship to all countries, thus we do not offer free shipping to all countries, but we do offer free shipping as the default shipping method for all countries/destinations that we are able to ship to. If we can ship to your country, you will be able to see it at the checkout and select it which is required to proceed to place your order.
Which countries don't you ship to?
We do not ship to all countries. We don't ship to embargoed countries, countries subject to international shipping regulations or countries that have legal and/or logistical restrictions in place.
If you have any questions about countries we ship to, delivery and shipping times or anything else, we're here to help. Please contact our customer service team via email at hi@chestbinder.co for any questions or concerns!
Why do you not ship to all countries?
We understand that you may be disappointed to learn that we do not ship to all countries. However, it is important to us that we comply with all applicable laws and regulations, and in some cases, we are unable to ship to certain countries due to these restrictions.
- We do not ship to embargoed countries
- We do not ship to countries subject to international shipping regulations
- We do not ship to countries with legal and/or logistical restrictions
We apologise for any inconvenience this may cause, but we hope you understand that we are committed to complying with all applicable laws and regulations. If you have any questions about countries we ship to/accept orders from, please email hi@chestbinder.co
Shipping customs, taxes, duties, etc.
Chest Binder Co is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
I placed my order. What's next?
Once you’ve placed an order, you will receive an Order Confirmation email containing your order number and order details. Your Order Confirmation email is sent to you automatically after placing your order to the email address you entered at the checkout in the Contact section.
- As soon as you've placed your order, we are notified automatically. We ask that you allow 1-3 business days for us to prepare your order before it's shipped. During the processing period, our warehouse team will pick-and-pack the items you ordered (with love and care of course!) They will also do quality checks, which involves thoroughly checking the items inside-and-out to make sure they meet the high standard of quality which we are committed to delivering all our customers! And in the rare case that theres an issue with an item, you can rest assured that our team has got your back and we'll do everything we can to resolve this for you! (If you have an issue with your item, please email us at hi@chestbinder.co so we can resolve this for you!)
- Once your order has been packaged, we will then hand it over to the shipment courier who is in charge of getting your order from us to you. And once your order has been shipped you'll receive a Shipment Confirmation email (and SMS if you selected this at checkout). Your Shipment Confirmation email will contain your tracking number so that you can track your order along the way, the estimated delivery date, your order details and of course a thank you message from us and a message letting you know how to contact us if you encounter any problems with your order or have any questions at all. We will also send you shipping updates to give you peace of mind as your order is on its way to you.
- The final part is the when you receive your order! We hope that you love it and if there's an issues with your order once it arrives, please email us at hi@chestbinder.co so we can help you!
Can I track my order?
Yes, once your order has been shipped, you will receive a Shipment Confirmation email which will contain your order tracking number(s). You can track your order on the shipment carriers website or using our 'Track My Order' page, here.
If you need any help with tracking your order, please don't hesitate to ask – we're here to help.
How long does shipping take on average?
Shipping times may vary depending on your location and the shipping method you choose. Most orders are shipped within 1-3 business days of being placed. Once your order has shipped, you will receive a tracking number so that you can track its progress.
- Average processing time: 1 - 3 business days.
- Average shipping time: 10 - 14 business days.
Please note that the average shipping time stated about can vary based on factors such as the shipping destination/region, unexpected delays caused by circumstances outside of our control, for example things like natural disasters and weather events. Although these are rare, it's important that we let you know beforehand in case something like this happens. Rest assured, our team will swiftly notify you of any unexpected delays by contacting you directly via phone or email and inform you of the matter and work with you to do everything we can to make sure that we provide you with the best shopping experience we can.
If you have any questions about our average shipping times or any questions about the estimated delivery date of your order, please contact us.
Helpful tip: You can track your order using the tracking number which was sent to you in your Order Confirmation email. This let's you stay up to date with the progress of your order and can help give you peace of mind for when your order will arrive. If you can't find your tracking number or it isn't showing any updates, don't worry! Reach out to our team via email at hi@chestbinder.co so that we can help you troubleshoot it and/or open an investigation with the shipment courier to resolve this.
What happens if my delivery goes missing or is damaged?
In case of any problems with your delivery, you can rest assured that Chest Binder Co will be in direct contact with the carrier to resolve the issue as quickly and with as little inconvenience to you as possible. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver you a replacement or provide a full refund. If you have already received your order and find that it is damaged, please contact us via email at hi@chestbinder.co so that we can resolve this for you.
What happens if my order is lost/stolen or doesn't arrive by the estimated delivery date, etc?
Please contact our team via email at hi@chestbinder.co and we will resolve this for you by opening an investigation with the courier and provide you a full refund or send you a replacement via priority post if your order has been lost by the courier or hasn't been delivered/arrived on time. We'll work with you to work out the best resolution for you and any situation. At Chest Binder Co, we are committed to providing an exceptional shopping experience for all our customers. We will take all appropriate actions to get any delivery resolved for you in an urgent manner.
Can I change my shipping address?
If you need to change your shipping address, you can do so on the Order Confirmation page for up to 8 hours after placing your order. To get there, check your Order Confirmation email which you received after placing your order and click the "View status" button. Then, in the shipping address section, click the "Edit" button and enter your updated shipping address.
After 8 hours, you will need to contact us to change your shipping address, but we cannot guarantee that we will be able to make the change.
What does Discreet Packaging look like?
If a product comes in discreet packaging, it will be stated clearly on the product page. If you're unsure if an item comes in discreet packaging or you'd like to request discreet packaging for your order, please email us at hi@chestbinder.co so that we can do our best to arrange this for you.
PLACING AN ORDER.
What payment methods do you accept?
We accept all major US credit cards. All payment methods that we accept are displayed at the checkout. You can also of course contact us if you have any questions!
How do I know my payment has been received?
If you pay via credit card, your order confirmation should indicate that payment has been completed.
Will I be charged any additional fees at the checkout?
No, you won't be charged any additional fees at the checkout. We provide free shipping for all orders and you will be able to see this at the checkout.
Please note that as we ship internationally from China, you may be charged import/duty fees. We are not responsible for covering these fees charged during or after shipping. We recommend checking with your local customs office for more information about these as they can vary from country-to-country.
RETURNS, REFUNDS & EXCHANGES.
Can I cancel my order?
We are unable to cancel an order once it is handed over to the shipment courier/shipped.
If you like to cancel your order, please email us at hi@chestbinder.co. To help us with your request, we suggest using a subject line like 'CANCEL ORDER' in full-caps and include your Order Number (e.g. #1234567) in the email request (not required but recommended to help us process your request in time).
We will always do our best to accommodate a customers Order Cancellation requests, but we cannot guarantee it will be successful.
If your Order Cancellation request is successful, you will receive an 'Order Cancelled' email and full refund of your purchase will be made automatically.
If your order has already entered the shipping process, we will not be able cancel it. If after receiving your order, you want to return it, please read our Returns and Refunds policy for more information.
I received my order, but it's damaged/defective/incorrect/faulty?
Please inspect your order upon reception. In the unlikely event that you've received a defective, damaged, faulty or incorrect item, please contact us via email at hi@chestbinder.co so that we can evaluate the issue and make it right.
So that we can evaluate the issue properly, we will ask you to provide us with:
- Brief details/explanation of the issue
- Photo's of the issue/defect so to that our team can evaluate it properly
- Proof of purchase (order confirmation or receipt)
You may be asked:
- To send the item back to us. In the event we ask for you to send the item(s) back to us, we will cover the shipping cost for you and provide you with a free shipping label.
After evaluating the issue, if our team confirms the item is damaged/defective/faulty, you will be given the choice of one of the following:
- A full refund
- A replacement for the damaged/faulty/defective item
CONTACT US.
We hope this FAQ page addressed your queries. If you have any other questions, please don't hesitate to Contact Us.
