FAQs

All international orders are shipped via UPS Express Saver and the shipping costs are as below:

US / CANADA :USD 15

EU / UK :  USD 10

AUSTRALIA : USD 20

We offer free international shipping on all orders over $100

A: Once your package has been picked up from our warehouse, shipping will take these estimated times to be delivered:

US

2-5 Business days

EU / UK

1-3 Business days

CANADA

2-6 Business days 

AUSTRALIA

3-7 Business days

Shipping Times are separate from Processing Times. Please be aware that all shipping carriers are experiencing shipping delays. We are not responsible for these delays and cannot guarantee shipping delivery times.

A: UPS (USA) - 1-800-742-5877

If you require assistance with your in-transit or delivered package, please contact us.

A: Please send us an email at hello@chapters-co.com or contact us through live chat as soon as you realize that your package has not been received. We ask that we be notified of a delivery issue within 14 days of the package being marked as delivered. A package maybe delivered up to 48 hours after being marked as delivered. We ask that you double-check with your neighbors, housemates, and mailroom/leasing office to see if anyone else has information about your package. Please let us know of any issues with your package that was handled by UPS and we will file a claim on your behalf.

Please review the shipping address that was included in your order confirmation as this was the address printed on the shipping label. Chapters is not responsible for any incorrect information printed on a shipping label.

With UPS Ground and UPS 2nd Day Air, we are able to contact UPS to change an address but there may be an additional fee for this service. This fee usually starts at $17.60. We will do our best to assist you.

Chapters cannot be held responsible if a package is delivered to an incorrect or previous address. Chapters is not responsible if a package is not forwarded but instead delivered.

As stated at checkout, there are no cancellations or refunds for our custom products. Chapters cannot issue a refund for an order that has not been received.

A: As soon as your label is created and your package ships, an email is automatically sent to the email address on your account giving you your tracking information. Just click on the link in this email, and you will be able to track your package.

You can also find your tracking information in your account profile under the orders tab.

For the best up-to-date tracking for your package, please enter your tracking information directly at UPS.com

A: If you’ve waited longer than the anticipated delivery timeline listed for your order, and there’s no recent update on your parcel’s tracking, Please let us know so we can follow up on your package. Please note: after an investigation, if your parcel has been deemed lost in transit, replacement items will be dispatched at our discretion.

A: Please be patient with tracking updates for standard shipping as tracking might not begin updating for 24-48 hours and may not update at all while your package is on a truck traveling to you. The information you see on the tracking is the same information that is provided to us. We have found that tracking is not always accurate and that your package can arrive at your door without tracking having ever updated. EasyPost and UPS will provide an estimated delivery date for your order but this date is not a guarantee and it will update as transit progresses. We understand that you are anxious to receive your order but we are not able to get a package to you sooner than the carrier is projecting.

A: Please double-check your shipping address before completing your order. The shipping address will be included in your confirmation and shipping notification emails. You can also view the address in your Profile under Orders. If your order has NOT been shipped yet, we CAN still change your address. Please email us at hello@chapters-co.com soon as possible with the corrections.

We do not review the shipping address that we receive for an order. The shipping label will print exactly how the address was entered at checkout.

Chapters is not able to make any changes to a shipping address for a package that is currently in transit. With incorrect zip codes, it is at the carriers’ discretion whether they will correct the issue or return the package to our warehouse. Chapters is not responsible if an order is delivered to the address that was received instead of being returned to us.

In the case that your package is returned to us, we can arrange a reshipment of the order once we receive it. We will ask that the shipping fee be paid again if the issue with delivery is not due to an error made on our behalf. Chapters is also not responsible if a forwarding address is not honored. If any fees are issued for a forwarding address service, Chapters is not responsible for any charges that a customer might incur.

A: We are only able to ship to countries that can provide us with tracking information through our carrier. We ship to the following countries: United States, Canada, Great Britain, Germany, France, Italy, Spain, Australia, Belgium, Denmark, Finland, Netherlands, Sweden, Switzerland, Ireland, Portugal, Croatia, Estonia, Gibraltar, Hungary, Latvia, Lithuania, Luxembourg, and Malta.

A: The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Please contact your local customs office for information.

To avoid a delay in receiving your order from customs, consider the following:

Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.

To pay customs fees for your package, please enter your tracking number on UPS.com and they will provide you with a link to pay.

We do not offer refunds for packages that are refused or not picked up at customs.

Please be aware that the prices on our website are listed in USD. All currency conversions will be done by your credit card company at the time of checkout.

We work with our shipping carriers to provide the absolute best price point we can for international shipping. International shipping costs will be calculated at checkout once the destination address has been entered.

A:

We ship all international shipments with UPS Express Saver.

A: If you need to change the address on your order, there is a chance that we can catch it and make the change before your package is shipped. Please email us as soon as possible to see if it is not too late. We will always do our best to accommodate this change.

Once shipped, we are NOT able to change the shipping address for an order shipped.