Shipping policy

1. Order Processing & Verification

  • Fulfillment Window: All orders undergo payment verification and inventory allocation, shipping within 1 to 3 business days (Monday–Friday, excluding statutory holidays).
  • Order Modifications: Shipping address changes or order cancellations can only be accepted within 2 hours of placement via support@chromako.com. Once an order enters processing, no modifications can be made.

2. Shipping Methods, Rates & Estimated Delivery

  • Standard Shipping: $5.99 flat rate. Estimated delivery: 7 to 14 business days.
  • Express Shipping: $15.99 flat rate. Estimated delivery: 3 to 7 business days.
  • Free Shipping Threshold: Orders with a merchandise subtotal of $39.99 USD or more (excluding taxes, promotions, and duties) qualify for free Standard Shipping. Express Shipping upgrades remain $15.99.

3. Tracking & Proof of Delivery

  • Tracking Activation: Shipment confirmation emails containing a direct tracking link are dispatched immediately upon label creation. Please allow 24 to 48 hours for carrier tracking systems to update status details.
  • Carrier Delivery Standard: A package marked as "Delivered" by the logistics provider’s official tracking system serves as binding proof of order fulfillment. Chromako is not responsible for packages stolen, misplaced, or uncollected post-delivery.

4. Customs, Import Duties & International Compliance

  • Shipment Terms: International orders are shipped DAP (Delivered at Place). Recipients are the importer of record and bear full legal and financial responsibility for all import taxes, VAT/GST, customs duties, and brokerage clearance fees levied by destination authorities.
  • Refused Shipments: If a shipment is rejected due to unpaid customs fees, incorrect delivery details, or failure to collect from local post offices, return freight charges and carrier penalties will be deducted from any eligible refund.

5. Shipping Discrepancies & Lost Packages

  • Lost Packages: A package is officially designated as "Lost in Transit" only after 30 consecutive calendar days without a tracking update from the carrier. Upon confirmation of loss, a full refund or replacement will be issued immediately.
  • Transit Damage: Claims for items damaged during transit must be submitted to support@chromako.com within 48 hours of carrier delivery timestamp, accompanied by clear photographs of the outer shipping box, shipping label, and damaged contents.