FAQ - Shipping and Returns

What are my shipping costs? 
Your shipping costs are based on the weight of the items in your order. For example, if you order $100 in Transfers (light weight) you will pay less in shipping than for an order of $100 in paste (heavier weight). 

Larger orders make dollars and sense! Weight-based shipping naturally gets cheaper per pound the more you order, so you’ll save on larger orders. Order your Transfers, pastes, inks, and surfaces together for your lowest per-ounce shipping costs. 

What is the typical delivery time? 
Orders typically leave fulfillment within 3 to 5 business days of submission. During a product launch, fulfillment will typically be 7 to 10 business days. Depending on the time of year and your distance from our warehouse, shipping may take an additional 7 business days after leaving Chalk Central to addresses in the US and 10 business days to addresses in Canada. 

Note: Express shipping during new product launches does not include warehouse fulfillment time; please expect to wait an additional 7 to 10 business days. 

What are the shipping methods?
Depending on your package size and weight, the fulfillment center selects either USPS, UPS, or FedEx, whichever is most advantageous for that shipment for US orders, and FedEx ground for Canada orders.

Chalk Couture™ offers three shipping options for the US when placing an order in your Designer Office or on your Chalk Site: (1) ground, (2) express (2 to 3 business days), or (3) overnight. 

Chalk Couture offers one shipping option for Canada: FedEx ground. 

When I choose an express shipping option will it ship the same day? 
Usually, express shipping orders placed by 10:00 am MT will be guaranteed to ship by the next business day via the chosen shipping method. Express shipping during product launches does not include warehouse fulfillment time (add 7 to 10 business days). 

Can I choose which carrier my package will be shipped with?
Unfortunately, not at this time. The carrier is determined by the fulfillment center during the packout process of your order. 

How much more will it cost to ship the order express? 
Express shipping rates will be calculated as follows: 

  • US: 14% (of retail value) for express shipping (2 to 3 business days) and 28% (of retail value) for overnight shipping. 
  • Canada: not applicable as only FedEx ground is available. 

Am I allowed to charge my customer shipping in order to recoup my shipping costs?
Yes, and we recommend that you do so! Whether you are at a pop-up shop, Create & Take, an expo, etc., use the adjustments or shipping line on your Customer Order Form/Invoice to add these charges to their total and recoup your cost for shipping. 

For simplicity and a good working average, Chalk Couture™ recommends passing through shipping costs to your customers by charging 8% of retail total for US orders and 9% of retail total for Canadian orders. You can easily calculate that $.80 USD or $.90 CAD for every $10 in retail products ordered by your customer. By using these rates for shipping pass-through, you’ll keep it simple and your recouped costs will net out well consistently. 

How is shipping charged to customers when they buy on my Chalk Site? 
Customers shopping on your Chalk Site will have the ease, convenience, and huge savings of FLAT-RATE shipping, no matter how much or how little is in their order. Easy to calculate, easy to communicate! 

Club Couture™ subscribers save even more. Let your Club members know that when they’re logged in, they’ll get a reduced flat-rate shipping for any order, all the time. 

US Chalk Site orders—$6.95 flat rate 

US Chalk Site orders for Club Couture customers—$4.95 flat rate 

CAN Chalk Site orders—$13.95 CAD flat rate 

CAN Chalk Site orders for Club Couture customers—$9.95 CAD flat rate 

Will tracking information be sent to me? 
Yes. When an order is shipped, the recipient receives an email with tracking information/ instructions. This is true for both Designer orders placed in Designer Office and retail orders placed by customers on your Chalk Site. 

Canadian Designers will receive two notifications. The first one is from the fulfillment center to notify you that your order has been picked and packed. The second one will provide you with FedEx tracking information. 

Your order may ship in multiple shipments with different tracking numbers. You’ll receive an email for each shipment. 

What if my order is late or damaged? 
We understand that occasionally packages are lost, damaged, or delayed in transit. When this occurs after a product has left the Chalk Couture™ warehouse in good condition and damage is the fault of the shipper (not a product defect), contact the shipper to file a claim. If you need additional help, please file your claim with the shipping company and then contact us at Chalk Central with that claim number. 

What do I do if a product is defective? 
If a customer identifies a defect in a product, ask them to work with you directly and you can work with Chalk Central on an appropriate solution. If you have the same item on hand, we encourage you to replace the defective product with the same item and then work with Chalk Couture to send a replacement to you. If you do not have that particular item in your inventory, then contact Chalk Central and we will send a replacement product to either you or your customer. No shipping is charged on replacements for defective product. 

Can I exchange product? 
No, product exchanges are not available, only qualified returns. 

What is the customer return policy? 
Chalk Couture offers a 30-day satisfaction guarantee to all customers. Customers should contact you, their Designer, with questions or concerns about their product, including shipping and returns eligibility. Returns are only accepted if product is still in its original packaging, unused, in salable condition, and within 30 days from the date the original order was placed. Shipping charges will not be refunded. C.O.D. returns will not be accepted. Customers also have a 3-day right to cancel (information on this policy is printed on the Customer Order Form/Invoice in your Designer Office), during which they may return/cancel any order for a full refund. 

How does a customer or Designer return a product? 
For products that a customer ordered on your Chalk Site, ask them to contact Chalk Couture at 844.673.6316. Product must be returned in a suitable shipping container, in salable condition, and in its original packaging with a copy of the original packing slip. 

Return the merchandise, shipping prepaid by customer, to the following address: 

Chalk Couture 
Attn: Returns 
389 W. 12800 S. Ste. 510 
Draper, UT 84020 

What is the Designer return policy? 
As a Designer, you are under the same return guidelines for any product you purchase at the Designer price, including the 30-day limit. The 30-day window begins when you order the product, not when you resell it to a customer. Please see the Chalk Couture™ Policies and Procedures for additional details. 

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