TERMS & CONDITIONS / FAQ
All sales are final. No refunds or exchanges. If you received a damaged good, defect, or the wrong size/item, you must notify us within 5 business days of receiving your order and we will replace the product. Please provide your order number and the name on your order in your initial email.
I PAID FOR EXPRESS SHIPPING! WHY HASN'T MY ORDER SHIPPED?
Although you have paid for express shipping, this does not jump your order in the production queue. We still take 3-5 business days to hand make your order and then your shipment will still be shipped via express services once we complete making your order. The express shipping only effects the shipping time, it does not speed up production.
TRACKING INFORMATION STATES PACKAGE HAS BEEN DELIVERED BUT IT IS NOT.
Once a package has been marked as "Delivered", there is nothing we can do. Please contact your local post office to further inquire about the package's whereabouts.
WHY DOES MY LABEL SHOW "PRE-SHIPMENT"?
Please note that we may print your shipping label at least 2 days before your order ships as we put it into the custom production queue. Most orders are hand made in our office in downtown Los Angeles and you will likely see tracking on your order within 2-3 business days from getting a tracking number from our system.
Please allow up to 5 days for your order to process, as most of our products are made-to-order in our studio. Please allow another 3-5 days for your order to be shipped out. You will get a shipping confirmation via email the day that your order is packed. Due to the high volume of orders, packages are only shipped out Mondays, Wednesdays, and Fridays.
INTERNATIONAL SHIPPING / CUSTOMS
We ship worldwide! However, we do reserve the right to cancel and refund any order that is deemed potentially fraudulent by Shopify's payment system. International shipping prices vary by country and the weight of your order. Chinatown Market does not take any responsibility for any customs charges, fees, etc. Customs charges are different for every country. We do our best to mark your order as a gift or low value but sometimes we have no control over customs charging taxes and fees.
TRACKING A PACKAGE
Once your order leaves our warehouse, please contact USPS for any updates regarding the status of your shipment. At that point it is out of our hands and all we an do is check the tracking number which we have already provided you with. Any international orders that are in-transit for over 20 days, please reach out to your local customs office to see if the package has been held up in customs and is requesting a customs fee.
PACKAGES RETURNED TO SENDER
Once a package has been returned to us due to address issues, we will contact you to organize a new delivery. If you do not respond to our email within 30 days, your order is Null & Void.