FAQ
Frequently Asked Questions (FAQ)
Welcome to our Frequently Asked Questions page! Here you’ll find answers to the most common questions. If you can’t find what you’re looking for, please feel free to contact us at support@chaechosagevibe.com with your Order Number and Order Email Address, and we’ll be happy to assist you.
Orders & Payments
Q: How do I apply a discount code?
To apply your discount code, please follow these steps. You can apply your discount code during checkout, whether paying with PayPal or a credit/debit card:
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Select the product you wish to purchase and click “Add to Cart.”
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In your cart, click “CHECK OUT WITH CREDIT/DEBIT CARD” to proceed to checkout (this applies to both PayPal and credit card payments).
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On mobile: Tap “Show order summary” and then enter your discount code.
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On desktop: Enter your discount code in the field on the right side of the page.
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After applying the code, continue your payment using PayPal or by entering your credit card details.
Q: What payment methods do you accept?
We accept a wide range of secure payment options:
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PayPal
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Visa, MasterCard, American Express (AE), Diners Club
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Most major debit and credit cards
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Apple Pay and Google Pay
Q: How much does shipping cost?
Our standard shipping fee is typically $5.99 USD worldwide. The final shipping cost may vary depending on your location and any active promotions. You will always see the exact shipping cost clearly displayed at checkout before completing your purchase.
Shipping & Delivery
Q: Do you offer international shipping?
Yes, we ship worldwide! We are an international company with distribution centers around the globe. To ensure the fastest delivery, our logistics team will ship your order from the warehouse closest to your location.
Q: How long does shipping take?
Our estimated delivery time is 10–20 business days after your order has been processed and shipped.
Q: How can I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your shipment on a universal tracking site such as 17track.net.
Q: Why isn’t my tracking information updating?
Please allow 24–48 hours after receiving your shipping confirmation for the tracking system to reflect new updates. It is normal for a package to go a few days without updates while in transit between carrier facilities.
Q: I only received part of my order. Why?
If your order includes multiple items, they may be shipped in separate packages from different warehouses to ensure faster delivery. Each package will have its own tracking number, which will be sent to your email.
Order Modifications & Cancellations
Q: Can I change my shipping address, name, or phone number?
This is extremely time-sensitive. Please contact us immediately at support@chaechosagevibe.com with the subject line “Urgent: Address Change.”
In your email, please include:
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Your Order Number (e.g., 071SHOP-112938)
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Your Order Email Address
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The complete and correct shipping information
We will do our best to update your order if it has not yet been processed. If the order has already shipped, we are unable to make changes and recommend contacting the courier directly.
Q: Can I change the items in my order (e.g., size, color, quantity)?
This is also extremely urgent. Please email us immediately at support@chaechosagevibe.com with the subject line “Urgent: Order Change.”
Please include:
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Your Order Number (e.g., 071SHOP-112938)
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Your Order Email Address
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The specific change you would like to make
We can only accommodate your request if the order has not yet entered the preparation stage. This time window is usually very short.
Q: Can I cancel my order?
If your order has not yet shipped, we can process a cancellation. Please note that a small handling fee may apply. If your order has already shipped, it cannot be canceled.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We sincerely apologize. Please email support@chaechosagevibe.com with the following information, and we will assist you immediately:
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Your Order Number (e.g., 071SHOP-112938) and Order Email Address
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Photos or a video showing the damaged item(s)
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A photo of the shipping label on the package
Q: What if I believe my item has a quality issue or defect?
We take product quality very seriously and are sorry that your item did not meet our standards. Please email support@chaechosagevibe.com so we can resolve the issue. Include:
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Your Order Number (e.g., 071SHOP-112938) and Order Email Address
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A clear description of the quality issue
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Photos or a short video clearly showing the defect
Q: I received the wrong item or an item is missing. What should I do?
We sincerely apologize for the mistake. Please email support@chaechosagevibe.com so we can resolve this for you. Include:
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Your Order Number (e.g., 071SHOP-112938)
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Your Order Email Address
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A photo or video of the incorrect item received (or a list of the missing items)
Account & Communication
Q: I didn’t receive an order confirmation email. What should I do?
First, please check your spam or junk folder. If it’s not there, contact us at support@chaechosagevibe.com with the email address you believe you used at checkout, and we will locate your order and resend the confirmation.
Q: I still haven’t received my tracking number. What should I do?
Tracking numbers are typically sent 1–2 business days after your order is processed. If more time has passed, please check your spam folder first and then contact us for an update.