Orders
Need to Know
​SUBMITTING ORDERS
Once an order has been placed, the order itself can't be modified or cancelled. This is because it's headed off to our production partners quite quickly. This includes changes in size or color of items and quantities. It's fast, like Dwight Schrute out-running a black pepper snake.
​
We encourge everyone to double-check the shipping address and other important before placing your order. If you have already placed an order and have discovered an error in the shipping address, or an incorrect shipping address, reach out to us at THIS EMAIL ADDRESS as soon as possible. There is only a very small window of time that an incorrect shipping address may be updated, but we will get it fixed for you if we are able to!​
​​​​​
We strongly recommend double checking shipping addresses and other important information before placing your order to ensure a smooth, issue-free order process and delivery. Providing accurate information when placing your order will help us and our production partners to complete and ship your order as quickly as possible.
​
WRONG or DAMAGED ITEM RECEIVED​
If your order did not arrive in the way you expected it to, we are so sorry to her that. To help us resolve this as quickly as possible for you, please email us at THIS EMAIL ADDRESS within one week (that's seven calendar days) of receiving your order. In this email you'll need to include photos of the damaged or incorrect item, your order number, and any other details you may have about your order. We'll get back to you as soon as possible with a resolution.​​
​​
Shipping and Delivery
This is How We Do It
SHIPPING
-
We offer free standard shipping on orders over $60.
-
Shipping costs are calculated on the order total after discounts and before taxes.
-
Currently, we only ship to the United States. Shipping to Hawaii or Alaska may be higher than shipping to the 48 contiguous states.
-
We currently only offer "standard" shipping. "Express" shipping is not currently available.
-
We cannot guarantee delivery to post office boxes, so we recommend using a different address.
-
We and our partners use a variety of shipping carriers. These carriers include, but are not limited to: USPS, FedEx and DHL. (At this time we are not able to accomodate requests for orders to ship with a specific carrier.)
ESTIMATED DELIVERY TIMES
​All of our items are "made to order" by production partners in the United States, which is how your order's journey begins. The estimated delivery time is based on the order's production time, plus shipping time.
Creating your items takes 2-3 business days on average, but may take up to 5 days.
Shipping time depends on the delivery location, but is generally 3-10 business days after your items have been created.
​
During the holiday season (Thanksgiving through New Year's Day) order processing will take longer. We strongly recommend ordering early during this time period.
We have no way of ensuring a specify delivery date. However we promise that we and our production partners are doing our best to get your order to you in a timely manner. Please keep in mind, an "estimated delivery date" is just that - an estimate, not a guarantee. Estimated delivery times are calculated based on historical shipping data for packages that were delivered to your region.
We do not refund purchases due to delays in delivery.
TRACKING YOUR ORDER​
After your order has shipped you will receive a link where you can view your order's tracking number. You can use this to track your package. Not all packages ship with a tracking number, which is a bummer. Now, we want a tracking number too, so we will do what is in our power to get a tracking number for you.
​
If you ordered multiple items, it's possible they may ship separately. Because some items may ship seperately, it is also possible that they may not be delivered at the same time.
​
If the estimated delivery time for your order has passed and you still have not received your order, please double check your tracking number for updates. Please keep in mind that carriers may or may not update tracking details on weekends, holidays, or other non-business days; and an "estimated delivery date" is just that - an estimate, not a guarantee.
The following are a few common reasons why the estimated delivery date for your order has passed and your order has still not arrived:
-
There may have been a production issue. If this is the case, we will reach out to you and let you know as soon as we have been notified by our production partner.
-
There may be shipping related delays such as failed delivery attempts, service disruptions, or harsh/inclement weather conditions.
​
If you are unable to determine your order's location by checking the tracking information, or have any other questions about your order, please reach out to us AT THIS EMAIL ADDRESS and we will try to locate it for you.
​
INCOMPLETE OR WRONG SHIPPING ADDRESS
Chunky Lemon is not responsible for the misdelivery of packages, nor indeliverable packages, due to missing, incorrect, or incomplete information provided by the customer.
If you have entered an incorrect or incomplete shipping address (such as missing an apartment or unit number, or maybe you got your mom's address wrong), it can be updated or changed only while your order is being processed. Once the order has reached the fulfillment phase, the address can no longer be updated.
​
If you discover that you have provided an incorrect or incomplete shipping address, please contact us as soon as possible. If we are able to update your address we certainly will!
​
If an incorrect or incomplete shipping address is not discovered and corrected, and the package is undeliverable, it will be returned to us. If this occurs and the order must be re-shipped, you will be charged another standard shipping fee.​
​
We strongly recommend double checking shipping addresses before placing your order to ensure a smooth, issue-free order process and delivery. Providing accurate information when placing your order will help us and our production partners to complete and ship your order as quickly as possible.
​
LOST PACKAGE
Chunky Lemon is not responsible for lost or stolen packages.
Once an order has been shipped and is on it's way, the carrier becomes responsible for a package. If a package's tracking shows that it has not been delivered and is determined to be lost in transit, a replacement order will be shipped to you at no additional cost.
Packages that are believed to be "lost in transit" must be reported to us within 21 calendar days of the "estimated delivery date" in order to receive a replacement. We will contact you for verification of the shipping address, and possibly other order information, to ensure everything is correct before re-shipping the replacement order.
​
If you feel that your package has been mis-delivered, contact us and we will initiate a lost package investigation with the shipping service. It is possible it is in the carrier's possession.
If the shipping service provides documentation that the package was delivered to the address provided by the customer ("proof of delivery"), it is at the sole discretion of Chunky Lemon to determine the resolution. We cannot guarantee the replacement or refund of a package depending on the outcome of a lost package investigation.​
​
We strongly recommend double checking shipping addresses before placing your order to ensure a smooth, issue-free order process and delivery experience.
​
TAXES AND FEES
The prices shown on our website do not include taxes, which the buyer will be responsible for if applicable in your state.
Taxes and other fees, such as shipping costs, will be calculated based on the items in your cart and are shown at checkout.
​
"Free shipping" is based on the final total of the order, after all discounts and / or coupon codes have been added, not including taxes and fees.​
Returns and Exchanges
The Small Print
Chunky Lemon does not offer refunds or exchanges due to "buyer's remorse", change of mind, wrong size, or delay in delivery.
​
DAMAGED / DEFECTIVE ITEMS
Defective items are rare. Our production partners complete a 3-step quality check for each item before packing and shipping every order. If you have received a damaged or defective item, submit a replacement request to us within one week (7 calendar days) of your item's delivery date. Photos or video are required to process replacement orders for damaged and / or defective items.
Photos or videos may be emailed to us at EMAIL ADDRESS HERE.
​
PROOF
You will be asked to provide proof of damage or defects to your item(s) in order to create a replacement order. The whole item should be visible in the video or photos you send.
We recommend, whenever possible, that you record or photograph unpacking shipments from any online purchase. Video is the best proof that the shipping carrier, or possibly the retailer, is responsible for the defects or damage, not you. Photos are also good in many cases.​
In the event of a situation that falls outside of this outlined policy for retuns, refunds, or exchanges, it is the sole discretion of Chunky Lemon to determine the resolution.​​
Size Guide and Product Care
How to Do It Yourself
You can find a size guide for each garment included in the item's product photos.
​
Care of T-Shirts, Hoodies, and Other Garments
To extend the life of your garment or tote bag, we recommend turning your item inside out when laundering. This will help preserve the life of the design and the item. We also recommend washing in cold or cool water, and on a gentle cycle, then drying on low, or hang dry.
​
Care of Coffee Mugs and Other Drinkware
While our coffee mugs are dishwasher safe, we highly recommend hand washing to extend the life of the design. Many dishwasher liquids are quite caustic and will strip, paint, pigments, and other design elements off glassware and ceramic items over time.
Discounts, Coupons, and Sales
"Free is My Favorite Price!"
Discounts or coupons may not be combined with any other offer. Only one discount or coupon code may be used in a purchase transaction unless otherwise stated. Discounts and coupons are one-time use only, unless otherwise stated. Discounts and coupons may have exclusions. Discounts and coupons will apply to products only and not to shipping charges, taxes or other fees, gift cards, or services.
Other Policies
Rules of the Playground
Chunky Lemon, its representatives, and its production partners work hard to ensure that our customer's orders are processed in a timely manner, produced to meet a high quality standard, and fulfilled accurately. Dispite this, we understand it's an unfortunate reality that there may be times when an issue arises during a customer's experience. If a customer is unhappy or dissatisfied with an issue, they are entitled to express their dissatisfaction, however Chunky Lemon maintains a zero tolerance policy for any type of abusive, hateful, threatening, or demeaning conduct toward our employees or representatives. Examples of these kinds of behavior include, but are not limited to:
-
Aggressive language or behavior, threats to an individual or the company; insulting or swearing at an employee or representative.
-
Discriminatory language about a person's race or ethnicity, gender, sexual orientation, etc.
-
Excessive or abusive use of customer support channels, i.e., multiple emails or chat messages in a short period of time regarding a single issue.
​
We understand what it's like to be a customer dealing with an issue, and Chunky Lemon is committed to resolving issues in as timely a manner as possible and in accordance with our published policies and Terms of Service. However, should a customer violate this zero tolerance policy, Chunky Lemon reserves the right to terminate communication with that individual.
Privacy with Chunky Lemon
We Don't Like Spam Either
It really gooses us off when we feel like our information has been sold off to third parties or organizations that we don't want contacting us, so we guarantee that your personal information is safe with us. We will never sell the information that you share with us to anyone.
How Chunky Lemon Uses Your Information:
Information that you provide us with in order to complete your order will be transfered as necessary to our production partners. This information includes but not limited to: your name, shipping address, credit card information (including card number, expiration date, billing address and zip code), and email address.
PRINTFUL'S DATA PROCESSING POLICY https://www.printful.com/policies/data-processing-terms
Your user’s privacy is of the highest importance to your business, so take the time to write an accurate and detailed policy. Use straightforward language, so they can shop with confidence, time and time again!