FAQ

INTERNATIONAL SHIPPING

Yes, we ship to almost all countries int he world. Prices are determined by the weight of the order, its destination and the chosen shipping option. We offer several shipping options differing in time & tracking availability. These options can be chosen upon check-out.

CUSTOMS FEES/DUTIES

This varies from country to country. Please note you are responsible for any customs fees that may be applied to your package as we have no control or oversight of this process. If duties (VAT/VST, etc) are needed in your country, you should expect to pay them before receiving your shipment.

Failure to pay your fees will result in the package being held at your local customs agency and/or returned to us. If you want an indication of the expected custom duties for your order, you can use this calculator.

Further information

If you live in the U.K. please read this.

If you live in the E.U. please read this and this.

Our webshop operates on a “on-demand production basis” meaning that when you order a product we make that product specifically for you then send it to you. It helps us keep costs down and offer a wider variety of products, but it also ensures you get a fresh product. Fulfillment is the process of getting the product printed and ready for shipment. Merchandise usually takes 2 – 5 business days to be created and shipped.

97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.

Currently, we only accept Paypal. Paypal is safe, flexible, and widely used. We are working on adding more payment methods such as Stripe / Creditcard, but it requires more attention for security measures as we always want to keep your information safe. If you are not able to use Paypal and want to know when your payment method will be expected to be available, feel free to let us know!

After ordering you will receive a “processing” email which means your products are being picked and packaged for shipping. Once your receive the “order complete” email it means your order has been shipped.

All tracking numbers can be found in the shipping notification emails we send out as soon as your product is printed and sent. Tracking numbers generate when a shipping label is printed at our facility – keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed.

If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us.

Keep in mind that tracking outside of the US is only available if you chose the appropriate shipping option.

In case of a production mistake

If your order contains products that have a fault in the product or the printing, we will reship a new product for free. All you have to do is contact us and provide a clear photo of the fault in the product.

In case of not being satisfied

We work hard to provide the maximum quality products to our customers, as well as provide as much information as possible in terms of size, fit and any other detail about the product. Because we use On-Demand production, we can’t simply take a returned item and put it back in stock. However, as always we’re willing to hear why you are not satisfied and will try to work something out with the customer to resolve the issue. You can use our contact form for this.

If you have ordered multiple products, but your package only included a part of your order, do not worry. Often we package and ship items separately for various reasons. Most likely, the rest of your order is on its way and will arrive soon after the first part of the order comes in. The costs will never increase as a result of separate packaging / shipping.

In case something went wrong with the shipment.

If your package is lost in transit, no worries! We will reprint it and resend it at no cost to you. Please take into account the estimated shipping time for the shipping option you chose and check the tracking number that is sent to you by e-mail once the order is sent.

If you filled in a wrong address.

If you happened to fill in the wrong information for an order, you can cancel the order and re-order at any point during fulfillment. If you filled in the wrong information and the package is shipped we will try to help you, but we cannot take responsibility. In most cases, the order will be returned to us, and we can follow up with you to see how you want to proceed. You can update the address if you want the product reshipped. Please note that new shipping charges will be applied for orders that have been unclaimed at customs or had an incorrect address originally provided.

If a package isn’t delivered, but the tracking states that it did.

In that case, although unusual, we cannot guarantee to take responsibility in order to protect ourselves from abuse. If this happens to you, please contact us with all details and we will see what we can do.

All sales for digital items are final.

When you purchase digital items from Chillhop, you’ll be sent a link separately from your order confirmation e-mail within 15 minutes of your purchase. The file arrives on your computer in a compressed format called zip. Before you can access the media, you will need to decompress, or “unzip” the zip file.  You must download the files on a computer, typically, you cannot download or view ZIP files on mobile devices such as iPhones or Androids.

Unzipping is accomplished by:

If you’re on a Mac, double-click the file. You’re done. A folder will be created with the music files inside.

If you’re on a PC, right-click the file and choose “Extract All…” Don’t see an “Extract All…” option? Try renaming the file to something simple, like “file.zip”. The important thing is to make sure the name ends with “.zip”. Then right-click it again. You should now see “Extract All…” in the menu. If you still do not see an “Extract All…” option, double-click the file. This will open a window listing the files inside. Press Ctrl+A to select all the files, then drag them into a folder or onto your desktop. If that does not work either, then you may not have unzipping software built in to your PC. In this case, please download unzipping software here, and repeat the steps above.