Shipping policy
SHIPPING POLICY
Last Updated: May 15, 2026
Thank you for shopping with Ch’ien. Please read this Shipping Policy carefully before placing an order. By completing a purchase, you acknowledge and agree to the terms below.
Ch’ien is a curated shop offering clothing, accessories, home goods, lifestyle pieces, vintage goods, pre-owned items, personally curated pieces, personally worn items, limited inventory, and other sourced products. Because many items are one-of-one, pre-owned, sourced, or limited availability, each order may require final inspection, packaging, condition review, and verification before shipment.
1. ORDER PROCESSING TIME
Orders are typically processed within 3–7 business days after payment is received, unless a different processing time is stated on the product page, checkout page, order confirmation, or other written communication from Ch’ien.
Business days are Monday through Friday and do not include weekends, federal holidays, carrier holidays, weather delays, platform outages, payment review periods, or other events outside our control.
Processing time is separate from shipping transit time. Shipping transit time begins after the order has been accepted by the shipping carrier.
2. FINAL CONDITION REVIEW BEFORE SHIPMENT
Because some Ch’ien items may be vintage, pre-owned, sourced, personally curated, personally worn, styled, handled, photographed, steamed, cleaned, stored, transported, or otherwise used as part of the essence and ongoing curation of the website, each item may be reviewed before shipment.
Ch’ien makes reasonable, good-faith efforts to ensure that the item shipped is consistent with the item photographed, shown, and described in the listing at the time of purchase.
If Ch’ien discovers before shipment that an item has been materially damaged, materially altered, materially changed in condition, lost, unavailable, or is no longer consistent with the listing, Ch’ien will contact the customer before fulfillment. In that situation, Ch’ien may offer the customer a refund, cancellation, revised price, store credit, alternate item, or another mutually agreed resolution.
Ch’ien will not knowingly ship an item that has been materially damaged or materially changed from the listing without first making a reasonable effort to contact the customer and resolve the matter in good faith.
3. SHIPPING RATES
Shipping rates are calculated and displayed at checkout, unless otherwise stated. Shipping costs may vary based on item weight, package size, shipping destination, carrier rates, insurance, delivery speed, and any available shipping options selected by the customer.
Any shipping promotions, free shipping offers, or discounted shipping offers may be changed, limited, or removed at any time unless already applied to a completed order.
4. SHIPPING DESTINATIONS
Ch’ien ships to the destinations available at checkout. If a shipping destination is not available at checkout, Ch’ien may not currently offer shipping to that location.
Customers are responsible for entering a complete, accurate, and deliverable shipping address at checkout. This includes the recipient name, street address, apartment or unit number, city, state, ZIP code, country, phone number if requested, and any other required delivery information.
5. ADDRESS ACCURACY
Customers are fully responsible for providing the correct shipping address before placing an order. Ch’ien is not responsible for orders shipped to an incorrect, incomplete, outdated, or undeliverable address provided by the customer.
If a customer notices an address error after placing an order, they should contact Ch’ien immediately. Ch’ien will make a reasonable effort to update the address before shipment, but address changes are not guaranteed once an order has been placed, processed, packed, labeled, or transferred to the carrier.
If an order is returned to Ch’ien due to an incorrect address, incomplete address, refused delivery, unclaimed package, failed delivery attempt, or customer error, the customer may be responsible for additional shipping charges before the order is reshipped. If the order is not reshipped, any refund or store credit, if offered, may exclude original shipping costs and any carrier fees, except where required by law.
6. SHIPPING CARRIERS
Ch’ien may ship orders using carriers such as USPS, UPS, FedEx, DHL, or other available shipping providers. The selected carrier may depend on the shipping method chosen at checkout, item size, destination, cost, availability, and fulfillment needs.
Once an order is transferred to the shipping carrier, delivery timing, carrier scans, tracking updates, transit routes, and final delivery are handled by the carrier. Ch’ien may assist with reasonable information where possible, but carrier delays, missed scans, routing issues, and delivery errors may be outside Ch’ien’s direct control.
7. TRACKING INFORMATION
When tracking is available, customers will receive tracking information by email, text, Shopify notification, or another available communication method after the shipping label is created or the order is fulfilled.
Tracking information may take time to update after the label is created. A tracking number showing “label created,” “pre-shipment,” or no movement does not always mean the package has not been dropped off or accepted. Carrier scans may be delayed, especially during high-volume periods, weekends, holidays, severe weather, or operational disruptions.
8. DELIVERY TIMES
Estimated delivery times shown at checkout, by the carrier, or in tracking updates are estimates only and are not guaranteed unless expressly stated in writing.
Delivery delays may occur due to carrier issues, weather, holidays, incorrect addresses, apartment or building access issues, mailroom delays, customs, payment review, final condition review, high order volume, local delivery disruptions, or other events outside Ch’ien’s control.
Ch’ien is not responsible for indirect losses, missed events, missed deadlines, replacement costs, emotional distress, or other damages caused by shipping delays, carrier delays, or delivery issues.
9. DELAYED SHIPMENTS
Ch’ien makes reasonable efforts to ship orders within the processing timeframe stated in this Shipping Policy or otherwise provided at the time of purchase.
If Ch’ien determines that an order cannot be shipped within the stated timeframe, Ch’ien may contact the customer with an update, revised estimated shipping date, cancellation option, refund option, store credit option, or another mutually agreed resolution, as required or appropriate under applicable law.
If an order cannot be fulfilled, Ch’ien may cancel the order and issue a refund to the original payment method where applicable.
10. LOST, STOLEN, OR MISSING PACKAGES
Ch’ien is not responsible for packages that are lost, stolen, misdelivered, delayed, or marked as delivered by the carrier after they have been transferred to the shipping carrier, except where required by law or where shipping protection, insurance, or another written agreement applies.
If tracking shows that a package was delivered but the customer cannot locate it, the customer should first check the delivery area, mailbox, mailroom, front desk, package locker, leasing office, neighbors, household members, building staff, and local carrier office.
Customers should contact Ch’ien promptly if a package appears lost or missing. Ch’ien may assist with available order information, tracking details, and reasonable carrier claim support where possible, but Ch’ien does not guarantee that a carrier claim will be approved.
11. DAMAGED PACKAGES
If a package arrives damaged, the customer must contact Ch’ien promptly with clear photos of the packaging, shipping label, damaged item, and all included materials.
The customer must keep the original packaging, shipping label, box, mailer, protective materials, and item until the issue is reviewed. Failure to keep packaging or provide documentation may limit the ability to support a carrier claim or resolve the issue.
Damage caused by the shipping carrier after the package has been transferred to the carrier may be subject to the carrier’s policies, claim process, insurance rules, and investigation.
12. PACKAGES MARKED DELIVERED
If the carrier marks a package as delivered, Ch’ien will generally consider the order delivered unless there is evidence of a carrier error, delivery dispute, or other issue requiring review.
Ch’ien is not responsible for package theft, unsecured delivery locations, mailroom issues, apartment building access issues, third-party receiving locations, forwarding addresses, or packages taken after delivery confirmation, except where required by law.
Customers are responsible for providing a secure delivery address. If theft is a concern, customers should consider using a secure address, workplace delivery address where permitted, package locker, signature service if available, or another safe delivery option.
13. REFUSED, UNCLAIMED, OR RETURNED PACKAGES
If a package is refused, unclaimed, returned to sender, undeliverable, or returned due to customer error, Ch’ien may contact the customer to arrange reshipment where possible.
The customer may be responsible for additional shipping costs, return shipping fees, carrier fees, and any costs associated with reshipping. Original shipping fees may not be refundable except where required by law.
If the customer does not respond within a reasonable time, Ch’ien may treat the order as abandoned, canceled, eligible for store credit, or otherwise resolved at Ch’ien’s discretion, subject to applicable law.
14. INTERNATIONAL SHIPPING, CUSTOMS, DUTIES, AND TAXES
If international shipping is offered at checkout, customers are responsible for any customs duties, import taxes, VAT, brokerage fees, carrier fees, tariffs, clearance charges, or other charges required by the destination country.
These charges are not controlled by Ch’ien and may not be included in the item price or shipping cost unless expressly stated at checkout.
Ch’ien is not responsible for customs delays, import restrictions, refused customs fees, abandoned international packages, seizure by customs, or delays caused by international carriers or government agencies.
Customers are responsible for making sure the item can legally be imported into their country before purchasing.
15. ORDER CHANGES AND CANCELLATIONS
Because many Ch’ien items are one-of-one, limited inventory, sourced, pre-owned, personally curated, or final sale, orders cannot be guaranteed to be changed or canceled after they are placed.
If a customer needs to request a change or cancellation, they should contact Ch’ien as soon as possible. Ch’ien may review the request but is not required to approve changes or cancellations once an order has been placed, processed, packed, labeled, fulfilled, or shipped, except where required by law.
16. MULTIPLE ITEM ORDERS
If an order contains multiple items, Ch’ien may ship the items together or separately depending on packaging needs, item size, item condition, inventory location, carrier requirements, or fulfillment timing.
If items ship separately, the customer may receive more than one tracking number.
17. PACKAGING
Ch’ien makes reasonable efforts to package items with care. Packaging may vary depending on the item type, item size, fragility, weight, shipping method, available materials, and carrier requirements.
Ch’ien may use new, recycled, reused, or repurposed packaging materials when appropriate.
18. SHIPPING PROTECTION AND INSURANCE
If shipping protection, package protection, or shipping insurance is offered at checkout, the customer is responsible for reviewing and selecting that option before completing the purchase.
Coverage, claim eligibility, claim timing, exclusions, and reimbursement decisions may be governed by the shipping protection provider, insurance provider, carrier, or applicable third-party terms.
If the customer declines available shipping protection or insurance, Ch’ien may have limited ability to assist with lost, stolen, or damaged packages after carrier transfer.
19. LOCAL PICKUP OR LOCAL DELIVERY
If local pickup or local delivery is offered, the available options, timing, location, requirements, and restrictions will be provided at checkout or through direct communication from Ch’ien.
Customers using local pickup or local delivery are responsible for following all instructions provided by Ch’ien. Missed pickup appointments, incorrect contact information, failure to respond, or inability to coordinate pickup or delivery may delay fulfillment.
20. CONTACT REGARDING SHIPPING
Customers should contact Ch’ien as soon as possible if they have questions about shipping, tracking, delivery, address changes, damaged packages, missing packages, or delayed orders.
Please include the order number, customer name, email used at checkout, tracking number if available, and a clear description of the issue.
21. POLICY UPDATES
Ch’ien reserves the right to update, revise, or modify this Shipping Policy at any time. The version posted on the website at the time of purchase will generally apply to that purchase unless otherwise required by law.
By placing an order with Ch’ien, the customer confirms that they have read, understood, and agreed to this Shipping Policy.