Shipping & Returns

Production Time

Every item is handmade to order. Please allow 5-10 business days for your item to be crafted before it ships. During busy seasons this window may run a little longer, and we'll note any delays on the site.

If we can't ship your order within that window, we'll email you a new ship date, and you can cancel for a full refund instead of waiting.

Shipping

Orders ship within the U.S. via USPS/UPS with tracking. You'll receive a tracking number by email as soon as your label is created. Shipping cost is calculated in your cart from live carrier rates, and delivery estimates come from the carrier and aren't guaranteed.

We ship to PO Boxes and to military APO/FPO/DPO addresses. Those go by USPS only, since UPS can't deliver to them. We don't ship outside the U.S. from this website.

Changing or Cancelling an Order

You can change or cancel an order for a full refund any time before we start making it. Email kylie@chaotick9creations.com or use our Contact page as soon as you can, with your order number. Once we've started on your item, it's been cut and sewn to your choices, so the order can't be changed or cancelled. We often start within a day or two, so don't wait.

Wrong or Undeliverable Address

Please double-check your shipping address before you pay. If you spot a mistake, contact us right away and we'll fix it if the label hasn't been created yet. If a package comes back to us because the address was wrong or incomplete, or it wasn't picked up, we'll get in touch and send it again once the new shipping cost is paid.

Returns & Exchanges

Because every item is custom-made for you, we're not able to accept returns or exchanges for a change of mind, including on colors, lengths, sizes, or other customizations you chose.

If your item arrives damaged, has a defect in how it was made, or isn't what you ordered, contact us within 14 days of delivery and we'll make it right with a repair, a replacement, or a refund. A photo of the problem helps us sort it out quickly. You won't pay to send anything back: most of the time you can keep the item, and if we do need it returned we'll send you a prepaid label.

Refunds

Refunds go back to the payment method you used at checkout. We issue them promptly once approved, and they usually show up within 5-10 business days, depending on your bank or card. Reward points earned on a refunded order come off your balance (see Loyalty Rewards).

Lost or Damaged Packages

We keep tracking and delivery confirmation on file for every order. If your package is lost or arrives damaged in transit, let us know as soon as possible so we can help file a claim with the carrier. If tracking shows it was delivered but you can't find it, check around your property and with neighbors first, then contact us.

Questions

Email kylie@chaotick9creations.com or see our Terms of Service for the full terms that apply to an order.