Effective Date: [2020-01-20]
At Chihiros Aquatic Studio, we strive to ensure a seamless shopping and shipping experience for our customers worldwide. This logistics policy outlines the key steps, methods, and conditions related to shopping, payment, shipping, replacements, and returns. Please read the policy carefully to understand our processes.
1. Shopping
1.1. Overview
Chihiros Aquatic Studio offers a convenient way to shop. You can make a purchase without registering as a member, or log in using your email account to easily track orders.
1.2. Shopping Process
Purchase goods > Add to shopping cart > Order checkout > Fill in information > Submit order
2. Payment Methods
We accept Credit Card and PayPal. You will see all available payment options at checkout.
3. Shipping Description
Orders are shipped to addresses that FedEx and DHL can deliver to worldwide.
4. Delivery Methods & Shipping Days
4.1. Shipping Options
• Free Shipping (standard shipping): Estimated delivery within 7-15 business days.
• FedEx Shipping: Estimated delivery within 5-7 business days.
• DHL Express Shipping: Estimated delivery within 3-5 business days.
4.2. Important Notes
If the package cannot be delivered due to the following reasons and we are unable to contact you within 2 days, the package will be returned:
• Incorrect address or contact details provided
• Unknown recipient
• Delivery location not accessible
Chihiros Aquatic Studio will notify you via email. Returned orders will be canceled, and the actual return shipping costs and any customs duties will be deducted from the refund amount.
4.3. Customs and Import Regulations
Import regulations vary by country, and buyers are responsible for any import taxes or customs duties incurred during delivery.
5. Warranty
Products come with a one-year warranty from the date of receipt. For more details, please refer to our warranty policy.
6. Replacement Process
6.1. Requirements
For replacements due to incorrect delivery, missing items, or defective products, customers must provide clear evidence of the issue:
Submit clear photos of the issue, including:
• Unopened package (must also include a clear photo of the shipping label or delivery note)
• Product details
• Damaged or defective parts, if applicable
6.2. Submission Deadline
If you believe there is an issue, attach the physical delivery note and the photos within three days of receiving the goods. Late submissions may not be accepted.
7. Returns
7.1. Return Timeline
International customers can return items within 15 days of receipt. The returned items must arrive at our designated return address within 30 days of the original delivery date.
7.2. Conditions for Returns
• Merchandise must be unused and unaltered.
• Merchandise must be returned in its original packaging.
• You are responsible for any return shipping costs, and we cannot refund taxes, duties, or original delivery fees.
7.3. How to Initiate a Return
Send an email to info@chihirosaquaticstudio.com with the subject "Return Application" and include the following details:
• Name
• Email
• Phone number
• Order number
• Reason for return
If you have any questions, please contact our Customer Support at info@chihirosaquaticstudio.com or via the "Chat" option on our website. We aim to respond as quickly as possible.
