Shipping policy

CHANGING AN ADDRESS

Please send an email to hello@chiro.fish including your order number and new address as soon as possible if you need to change a shipping address on an order. Once a shipping label and tracking number has been generated for your order, the shipping address can no longer be changed, so please let us know as soon as you are able if you need to update an address. 

INSUFFICIENT ADDRESS/PACKAGE RETURNED TO SENDER

Please carefully check your shipping address before placing an order; it's quite common for buyers to accidentally autofill the address fields with incorrect or incomplete address information! In the event that your package is returned to sender due to address or deliverability error, we will attempt to contact you to arrange re-shipment. The customer will be responsible for any additional shipping costs necessary for re-shipment. If the customer is unresponsive for 2 weeks following an attempt at contact, the item amount (not including shipping) will be refunded, and the items returned to inventory. 

LOST/MISDELIVERED/STOLEN PACKAGES

Sometimes, the post office might mark an item as delivered ahead of time when it actually won't come for another 1-2 days; this happens occasionally during the holiday season especially! Please allow for a few extra days just to make sure, and make sure you check your mailbox/with your mailroom/with your neighbors in case your package was accidentally left in the wrong place. 

You can contact your postal carrier to file a claim on a lost or stolen package! You can file a claim on packages sent via USPS within the USA online here: https://www.usps.com/help/claims.htm

If the item was misdelivered due to a customer error (putting in the wrong address, for example, or not updating a shipping address after moving) then the customer will be responsible for any losses incurred. 

Please send an email to Chirofish if you need more help or information about your package/shipping type in order to file a claim.

FULFILLMENT TIMES

Orders for in-stock items are typically fulfilled (packaged, labeled, and sent to postal collection) within 2-5 business days. This time may be extended during periods of which there is a high volume of packages or when Chirofish is traveling for in-person events and conventions. Fulfillment time is NOT included in the shipping transit time displayed shipping options during the checkout.

USA DELIVERY

Domestic USA orders are typically delivered within 3-14 business days after being fulfilled (depending on the shipping speed selected); tracking numbers will be provided for all orders. Please note that during times of high shipping volume (such as holidays), this time may be longer. Priority shipping speed typically delivers within 2-4 business days after being fulfilled; Ground shipping speed may take up to 14 business days (but is usually less).

INTERNATIONAL DELIVERY 

Please write your name and address details only in English/romanized lettters (no kanji, etc.)

International delivery times can/will vary greatly depending on the country, whether the package is held in customs, and the speed of the recipient's local postal carriers. Please plan accordingly for these factors influencing the shipping time for any time-sensitive orders. When ordering internationally, the buyer is responsible for paying any VAT, import taxes, etc. Some countries require the buyer to go to their local post office and pay these fees in person before being able to receive their package, and may return the package to sender if the buyer does not pay for them. In the event that this happens, the buyer will also be responsible for any additional shipping fees required to re-ship the package to them again if they miss the payment and pickup window with their local post. In the event of a returned package due to a customer declining to pay these fees, only the item value (not including shipping) can be refunded to the customer.

Chirofish does not collect import/customs duties/VAT at the time of checkout, and this is handled by the buyer's country's customs authorities at the time of the package getting delivered. 

Selecting UPS for delivery for international packages may mean UPS will impose additional brokerage fees on the recipient at the time of delivery; these are not included in the shipping costs charged during checkout from Chirofish and will be the responsibility of the customer to pay.