Shipping policy

SHIPPING & DELIVERY POLICY

Last updated: September 22, 2026

This Shipping & Delivery Policy explains how orders placed through Ch'ien are prepared, shipped, delivered, and handled when delivery issues occur.

Please review this policy before completing a purchase.

1. WHERE Ch'ien CURRENTLY SHIPS

Ch'ien currently ships to eligible addresses within the United States.

Available shipping and delivery options are determined at checkout based on the destination, order contents, package requirements, and services currently offered by Ch'ien.

If a destination or delivery method is not available at checkout, Ch'ien does not currently offer that option for the order.

International shipping is not currently offered unless an international shipping option is expressly made available at checkout.

1. ORDER PROCESSING

Ch'ien makes reasonable efforts to prepare and fulfill orders promptly.

Most orders are expected to be processed within 3 to 7 business days after successful payment, unless a different timeframe is communicated on the product page, during checkout, in the order confirmation, or directly by Ch'ien.

Business days generally exclude weekends, federal holidays, carrier holidays, and days affected by circumstances outside Ch'ien's reasonable control.

Processing time is separate from carrier transit time.

An order is not considered shipped merely because a shipping label has been created. Shipment occurs when the package is transferred to the applicable carrier or otherwise begins the applicable delivery process.

1. FINAL ITEM REVIEW

Because Ch'ien offers vintage, secondhand, pre-owned, personally curated, independently sourced, limited-inventory, and one-of-one goods, an item may receive a final condition and availability review before fulfillment.

Ch'ien makes reasonable, good-faith efforts to ensure that the item being fulfilled remains materially consistent with the item photographed and described at the time of purchase.

If Ch'ien discovers before fulfillment that an item is lost, unavailable, materially damaged, materially altered, or materially inconsistent with its listing, Ch'ien will make a reasonable effort to contact the customer before shipment.

Depending on the circumstances, the affected item or order may be canceled, refunded, adjusted with the customer's agreement, or otherwise resolved in accordance with applicable law and Ch'ien's Refund Policy.

1. SHIPPING OPTIONS AND RATES

Available shipping methods, estimated delivery ranges, and applicable shipping charges are displayed during checkout.

The shipping option selected and charged at checkout controls for that order unless Ch'ien and the customer subsequently agree to a change.

Ch'ien may offer standard shipping, expedited shipping, free shipping thresholds, promotional shipping, local delivery, or other fulfillment options from time to time.

Shipping prices and promotions may change for future orders without affecting an order that has already been completed.

1. DELIVERY ESTIMATES

Delivery dates and transit times displayed at checkout, in an order confirmation, through Shopify, or by a carrier are estimates unless expressly identified as guaranteed.

Estimated transit time generally begins after the carrier receives the package.

Delivery timing may be affected by circumstances including:

• Carrier delays
• Weather
• Holidays
• High shipping volume
• Transportation disruptions
• Incorrect or incomplete addresses
• Building or mailroom access
• Payment review
• Carrier routing
• Natural disasters
• Government action
• Platform or technology outages
• Other circumstances outside Ch'ien's reasonable control

Ch'ien will provide available shipping and tracking information but cannot guarantee a carrier's estimated delivery date.

1. SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate delivery address at checkout.

This includes any applicable:

• Recipient name
• Street address
• Apartment, suite, or unit number
• City
• State
• ZIP code
• Other information required for successful delivery

Review the shipping information carefully before completing checkout.

1. ADDRESS CHANGES

If an address needs to be corrected after an order is placed, contact:

chien@becomethecreative.com

Include the order number and the requested correction.

Ch'ien will make a reasonable effort to update the address when fulfillment has not progressed too far to safely make the change.

Address changes are not guaranteed after an order has been processed, packed, labeled, transferred to a carrier, or otherwise entered fulfillment.

Customers should not submit sensitive payment information by email when requesting an address correction.

1. UNDELIVERABLE OR RETURNED PACKAGES

A package may be returned to Ch'ien because of circumstances including:

• Incorrect address
• Incomplete address
• Undeliverable address
• Refused delivery
• Unclaimed package
• Failed delivery attempts
• Carrier return
• Other delivery issues

When a package is returned, Ch'ien may contact the customer to determine the appropriate next step.

If the return resulted from incorrect or incomplete information supplied by the customer, additional shipping charges may apply before reshipment.

Any refund, reshipment, or other resolution will depend on the circumstances, the condition of the returned merchandise, applicable carrier charges, Ch'ien's Refund Policy, and applicable law.

1. SHIPPING CARRIERS

Ch'ien may use USPS, UPS, FedEx, DHL, or another appropriate shipping or delivery provider depending on the order and service available.

The specific carrier may vary based on:

• Shipping method
• Destination
• Package dimensions
• Package weight
• Delivery speed
• Service availability
• Carrier requirements
• Cost
• Other fulfillment considerations

1. TRACKING

When tracking is available, Ch'ien will provide tracking information through the applicable order notification, account page, Shop tracking experience, email, or other available method.

Tracking information may not update immediately after a shipping label is created or a package is transferred to the carrier.

Statuses such as "Label Created," "Pre-Shipment," or similar messages may remain visible until the carrier performs an acceptance or transit scan.

A delayed scan does not necessarily mean the package has not entered the carrier network.

1. TRACKING WITH SHOP

Where available, customers may be able to track eligible orders through Shop.

Information displayed by Shop or another carrier-connected tracking service may depend on data supplied by the carrier and can occasionally be delayed.

1. DELAYED PACKAGES

If tracking indicates that a package is delayed, customers should allow reasonable time for the carrier network to update.

If the delay becomes unusual or the package appears to have stopped moving for an extended period, contact:

chien@becomethecreative.com

Include the order number and tracking number when available.

Ch'ien may review the available tracking information and, where appropriate, assist with reasonable carrier inquiries or claim documentation.

Carrier investigations and outcomes are controlled by the carrier and cannot be guaranteed by Ch'ien.

1. PACKAGES MARKED DELIVERED BUT NOT RECEIVED

If tracking shows a package as delivered but it cannot be located, customers should promptly check:

• The delivery address
• Mailbox
• Front entrance
• Side or rear entrance
• Porch
• Package locker
• Mailroom
• Leasing or management office
• Front desk
• Household members
• Neighbors
• Building staff
• Other secure delivery locations used by the carrier

Customers should also allow a reasonable period for occasional early or delayed carrier delivery scans.

If the package still cannot be located, contact the carrier and Ch'ien promptly.

Ch'ien will review available delivery information and may assist with reasonable carrier investigation or claim documentation where appropriate.

A carrier delivery scan will be considered relevant evidence of delivery, but it does not prevent review of credible evidence of a delivery error or any remedy required by applicable law.

1. LOST PACKAGES

If a package appears to be lost in transit, contact Ch'ien promptly.

Ch'ien may review:

• Tracking history
• Carrier scans
• Shipping label information
• Delivery address
• Carrier communications
• Insurance or protection coverage
• Other relevant information

Where appropriate, Ch'ien may initiate or support a carrier inquiry or claim.

The resolution of a lost-package claim may depend on the carrier, shipping service, insurance or protection coverage, available evidence, and applicable law.

1. STOLEN PACKAGES

If tracking indicates successful delivery and there is evidence that a package was subsequently stolen, customers should contact Ch'ien and the carrier promptly.

Customers may also be asked to provide information reasonably necessary to document the incident.

Depending on the circumstances, package theft may be subject to carrier procedures, shipping protection, insurance coverage, local reporting procedures, or other applicable processes.

Nothing in this policy limits a right or remedy required by applicable law.

1. DAMAGED PACKAGES OR ITEMS

If an order arrives with apparent shipping damage, contact:

chien@becomethecreative.com

as soon as reasonably possible.

Please retain:

• The item
• Exterior packaging
• Interior packaging
• Shipping label
• Protective materials
• Any included documentation

Provide clear photographs showing:

• The damaged item
• The damaged area
• Exterior packaging
• Interior packaging
• Shipping label
• Any visible carrier damage

This information may be necessary to evaluate the issue or support a carrier claim.

Do not discard the packaging while the matter is being reviewed.

1. SHIPPING DAMAGE VERSUS ITEM CONDITION

Shipping damage is different from disclosed vintage, secondhand, or pre-owned condition.

An item is not considered damaged in transit merely because it contains wear, aging, patina, repairs, fading, marks, alterations, or other characteristics that were disclosed in the listing, visible in the photographs, or reasonably consistent with the stated condition.

Claims involving an alleged discrepancy between the item received and its listing are governed by the Refund Policy.

1. MULTIPLE-ITEM ORDERS

Orders containing multiple items may be shipped together or separately depending on:

• Package size
• Item dimensions
• Fragility
• Fulfillment requirements
• Delivery method
• Carrier restrictions
• Other reasonable operational considerations

If an order is divided into multiple shipments, the customer may receive separate shipping notifications or tracking numbers.

1. MULTIPLE DELIVERY METHODS

An order may occasionally contain items assigned to different delivery methods.

When this occurs, different portions of the order may have different fulfillment timelines, delivery estimates, or tracking information.

The applicable order confirmation and subsequent fulfillment notifications will provide the available details.

1. PACKAGING

Ch'ien prepares orders with care and selects packaging based on the item and delivery requirements.

Packaging may include new, recycled, reused, or repurposed materials where appropriate.

The type of packaging may depend on:

• Item dimensions
• Weight
• Fragility
• Weather protection needs
• Carrier requirements
• Available materials
• Other reasonable fulfillment considerations

1. LOCAL DELIVERY

Eligible customers in the Richmond area may be offered local delivery at checkout.

Local delivery is available only when the order and delivery address satisfy the eligibility requirements configured by Ch'ien at the time of checkout.

The checkout screen will display the applicable local delivery fee and any minimum purchase requirement.

If local delivery is not shown as an option at checkout, the order or address is not currently eligible.

1. LOCAL DELIVERY INSTRUCTIONS

Customers selecting local delivery are responsible for providing accurate delivery and contact information.

Where relevant, customers should provide necessary instructions regarding:

• Building access
• Apartment or unit numbers
• Gates
• Secure delivery locations
• Other information reasonably necessary to complete delivery

Ch'ien may contact the customer when additional information is required to complete a local delivery.

Failure to provide necessary access or accurate delivery information may delay delivery.

1. LOCAL DELIVERY STATUS

Customers selecting local delivery may receive notifications when an order is:

• Being prepared
• Out for delivery
• Delivered
• Subject to an attempted or missed delivery

Available notifications depend on the information supplied during checkout and Shopify's notification functionality.

1. LOCAL PICKUP

Ch'ien does not currently offer general in-store pickup unless an eligible pickup option is expressly presented during checkout or separately agreed to in writing.

The Ch'ien business and fulfillment address should not be treated as a public retail storefront or customer pickup location merely because the address appears in business information or store policies.

Do not arrive at a Ch'ien location for pickup unless Ch'ien has specifically confirmed a pickup arrangement.

1. DELIVERY ACCESS AND SECURITY

Customers are responsible for providing a delivery location where the carrier or delivery method can reasonably complete delivery.

Building access restrictions, locked entrances, mailroom procedures, package-room restrictions, security desks, forwarding services, or other local access conditions may affect delivery.

Customers concerned about package security should use a secure delivery address or another available delivery option appropriate for their circumstances.

1. REFUSED OR UNCLAIMED ORDERS

If a package is refused, left unclaimed, or returned because delivery could not be completed, Ch'ien will review the circumstances before determining whether reshipment, refund, store credit, or another resolution is appropriate.

Additional carrier or shipping charges caused by customer-provided information or customer refusal may be the customer's responsibility to the extent permitted by law.

1. SHIPPING PROMOTIONS

Free or discounted shipping may occasionally be offered.

Any qualification threshold or other condition displayed at checkout controls for that purchase.

Promotional shipping terms may be modified or discontinued for future orders without affecting a completed order that already qualified for the promotion.

1. SHIPPING INSURANCE OR PACKAGE PROTECTION

Where shipping insurance, carrier insurance, package protection, or another protection service applies to an order, claim eligibility, documentation requirements, filing deadlines, exclusions, and reimbursement may be subject to the applicable carrier or protection provider's terms.

Ch'ien may assist with reasonable documentation where appropriate.

The existence of third-party coverage does not eliminate any responsibility Ch'ien has under applicable law.

1. ORDER CHANGES AND CANCELLATIONS

Because many items are limited or one-of-one and fulfillment may begin shortly after checkout, Ch'ien cannot guarantee that an order can be changed or canceled after it is placed.

Customers requesting a change or cancellation should contact:

chien@becomethecreative.com

as soon as possible.

If fulfillment has not progressed too far and the requested change can reasonably be made, Ch'ien may accommodate the request.

Any cancellation or refund remains subject to the Refund Policy and applicable law.

1. ITEM BECOMES UNAVAILABLE

If Ch'ien determines before shipment that an item cannot be fulfilled because it has been lost, materially damaged, materially altered, incorrectly inventoried, sold elsewhere, or otherwise become unavailable, Ch'ien will make a reasonable effort to contact the customer.

The affected item or order may be canceled and the applicable amount refunded to the original payment method.

1. EVENTS OUTSIDE REASONABLE CONTROL

Ch'ien is not responsible for a failure or delay caused solely by circumstances outside its reasonable control to the extent permitted by law.

These circumstances may include severe weather, natural disasters, carrier disruptions, transportation interruptions, government action, civil emergencies, widespread technology outages, labor disruptions, or other comparable events.

Ch'ien will make reasonable efforts to communicate material fulfillment issues when appropriate.

1. INTERNATIONAL ORDERS

International shipping is not currently offered unless an eligible international shipping option is specifically displayed at checkout.

If Ch'ien introduces international shipping in the future, additional terms concerning customs, import duties, taxes, tariffs, restricted goods, customs declarations, and international delivery may apply.

The terms presented when international shipping becomes available will govern those orders.

1. CUSTOMER RIGHTS

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict, waive, or reduce any consumer protection, statutory right, warranty, remedy, or other legal right that cannot lawfully be excluded, restricted, waived, or reduced.

Where applicable law provides greater protection, applicable law controls.

1. CONTACT

For questions concerning fulfillment, shipping, tracking, local delivery, damaged shipments, delayed shipments, or missing packages, contact:

Ch'ien LLC

Email: chien@becomethecreative.com

Website: becomethecreative.com

Please include your order number and tracking number when available so the order can be located efficiently.