Before we get into that, it’s best to note that the shipping speed you select does not guarantee when the order leaves our warehouse. If an item is in stock please allow 2-3 business days for order processing. Once your order ships from our warehouse in Austin TX, the shipping speed selected at checkout will determine how quickly the carrier delivers your order. Presale items (Chive Nation tees, etc.) have a specific fulfillment time noted on the product page.
Please also note that shipping options are subject to change depending on the weight/destination of your order.
Domestic (within the US):
If you order has shipped just click on Contact Us and we can work out an exchange with you, depending on available inventory.
If your order was placed within 7 days of the item going on sale, we would be happy to offer you a credit for the price difference. The credit will be applied to your original payment method. Please note:
No sweat - if you got a confirmation screen with an order number you’re in the system. Our confirmation email could have even been routed to your inbox spam or junk folder. You can check by searching your inbox for emails from chivery.orders(at)thechivery.com.
Busier than usual sale days can cause a bit of a backup in our system, delaying your email up to 24 hours. If you have been waiting longer than 24 hours, get in touch with us here. In case we find a typo, please provide us with as much of the following information as you have: the name you placed the order under, the date, the email address, and an order number so we can look up your order details.
There are a few reasons why this could have happened. The best thing to do is to use the Check Order Status (Hyperlink to tool) tool. Enter the email address used to place the order and your order number.
Have further questions? Contact our CS Team here so we can check that out for you.
Your order number is not the same as your tracking number. For Domestic USPS/DHL/UPS shipments, and International Worldwide Expedited (Including Canada Trackable), your tracking number is in the body of your shipping confirmation email. This email includes a clickable link to track the package while it is en route with the carrier(s).
Please note: Standard Domestic USPS shipments can get handed off to DHL for final delivery (depending on your post office’s practices) so it’s best to check the tracking number on both USPS and DHL websites:
If you are a Canadian customer who did not opt for the trackable DHL Global Mail, you will receive a shipping confirmation email from The Chivery that does not include a tracking number. Please allow at least 2-4 weeks for delivery following receipt of this email.
Customers outside of the US & Canada: At this time we cannot offer a trackable shipping option. You will receive an email from our warehouse once our items have shipped. Please allow 2-4 weeks for delivery following the receipt of this email.
Military Post Offices (APO addresses): Orders shipped to APO addresses are done so via DHL Globalmail, and then are turned over to USPS for final delivery (through the military mail system). Shipments to APOs can take up to 45 additional days to arrive. Unfortunately, once the package enters the military mail system, tracking ceases to update for military security reasons. Unfortunately this means that we also have no visibility, and cannot provide tracking information.
For sure! You have 45 days to reach out to us if you need to exchange an item for a different size, color, etc. of the same style tee. However, there are a few exceptions.
Stock is not guaranteed, so it’s best to let us know ASAP if you need to switch. If you’ve washed, worn, or otherwise used the item, it is no longer eligible for return or exchange. We will send your item back to you without an exchange or refund if we find that it was used already.
Please note that due to hygienic purposes, there are no exchanges or returns for intimate apparel-women’s and men’s undies and bathing suits. No exceptions.
Sometimes it just doesn’t work out, and we get that. You can return your order within 45 days of delivery, as long as the item is in the same condition in which you received it. Just hit Contact Us (hyperlink to page) to let us know you’d like to get this process rolling. Please note:
Wow, we can’t even tell you how much we agree with you that this sucks. Unfortunately, the fees you are being charged upon delivery of your orders are customs practices are dictated and determined by your country's customs office. The additional fees are import taxes assessed by your government. These fees can include national sales and local taxes, and in some instances customs fees, will often be charged in addition to the tariff. The Chivery has no control over these charges and cannot predict what they may be to give you a heads up.
Sometimes the carrier collects the customs fees or tariffs on your customs office's behalf (which can happen with the Canada Trackable method, as well as the UPS Worldwide Expedited method). Rest assured, the collected fees are related to customs clearance, and are separate from the base shipping charge collected at checkout, which is what we must charge for all orders we send out.
We totally get that it can be frustrating to receive such fees without being warned, and we are looking into future shipping options for folks not in the US to help with this. For now you may have better success opting for the International Standard (Non-trackable) method, which is handed off to your national postal carrier for final delivery once it clears customs. In some cases this may minimize the duties and taxes collected, but as this is determined by the customs office on a case-by-case basis, we cannot guarantee this will prevent collection of customs duties and taxes.
For additional info regarding your country's import tariffs we would suggest contacting your local customs office directly.