Shipping Policy
I. Scope of this Shipping Policy
This Policy governs the shipment of Physical Goods purchased from Chill Zone. Digital Goods are delivered electronically and are not shipped.
If another Chill Zone document imposes stricter requirements or reflects mandatory law, that document controls.
II. Shipping regions
We currently ship to the following regions, subject to carrier and regulatory availability:
- United States (including supported U.S. territories);
- Japan;
- South Korea;
- China (mainland only; excluding Hong Kong, Taiwan, Macau, and special administrative regions);
Shipping availability may change due to carrier restrictions, legal requirements, or operational considerations. If an address is not accepted at checkout, we do not ship to that location.
We do not ship to destinations restricted by sanctions, export controls, or legal prohibitions.
III. Fulfillment & processing times
Most items are produced on demand through third-party fulfillment partners (including Printful). Processing and production times vary based on product type, order volume, and operational conditions.
All production and shipping timelines are estimates only and are not guaranteed. No delivery date is guaranteed unless stated in a separate signed agreement.
IV. Shipping methods, carriers & risk of loss
Orders are shipped using carriers selected by Chill Zone or presented at checkout. Carrier availability may change without notice.
Risk of loss generally passes to the customer upon confirmed delivery to the address provided at checkout, as reflected in the carrier’s official delivery record, unless mandatory consumer-protection law provides otherwise.
Chill Zone is not responsible for:
- Carrier delays, misrouting, or service interruptions;
- Delivery issues caused by incorrect or incomplete addresses;
- Packages missing after confirmed delivery.
Where appropriate, we may assist customers with carrier inquiries or claims related to confirmed deliveries; such assistance does not constitute an admission of liability or assumption of responsibility beyond what the law requires.
V. Shipping times & tracking
Tracking information is provided when available and may vary by destination, carrier, and service level.
Delivery times depend on factors outside our control, including customs processing, weather, operational disruptions, and carrier performance. Delays caused by these factors do not qualify for refunds, except where required by law.
VI. Customs, duties & import taxes
International customers are responsible for all customs duties, VAT, import taxes, brokerage fees, and related charges imposed by destination authorities, unless otherwise required by law.
Customs processing may delay shipments. Shipping and customs fees are not refunded for delays or returned packages attributable to customs actions.
VII. Address accuracy & delivery attempts
Customers must provide a complete and accurate shipping address at checkout, including all required apartment, unit, or building identifiers.
We are not responsible for:
- Orders delayed or lost due to address errors;
- Returned packages due to non-collection or refusal of delivery;
- Failure to pay customs fees or respond to carrier notices.
If a package is returned due to address issues or failure to accept delivery, reshipment may be offered at the customer’s expense. Otherwise, the order may be considered closed, subject to applicable law.
VIII. Lost, damaged, or incorrect items
If an order arrives damaged, defective, or materially incorrect, you must contact us within 14 days of the delivery date and time reflected in the carrier’s official tracking record, interpreted using the time standard stated above.
To initiate a review, contact us at: products@chillzonecool.com
Please include all of the following:
- Your order number or other unique order identifier;
- Clear proof of purchase showing the transaction;
- Clear, dated photos documenting the issue;
- Photos of the packaging and shipping labels, where applicable;
- A clear written description of the issue.
Cropped, altered, obscured, or incomplete documentation may result in denial of the request.
You must retain the item and all packaging materials until the review process is complete. Continued use of items reported as defective may void eligibility for replacement or refund.
After review, we may offer a replacement, refund, partial refund, or store credit, as permitted by this Policy and applicable law. Some determinations may be informed by the findings or requirements of our fulfillment partners (such as Printful); however, Chill Zone remains your primary point of contact for resolution.
We may request additional documentation or require return of the affected item before issuing a resolution.
IX. Change-of-mind shipping claims
Dissatisfaction with shipping speed or carrier service does not qualify for a refund. Shipping fees are generally non-refundable, except where mandatory law requires otherwise.
X. Fraud, abuse & security
Chill Zone reviews claims for potential fraud or misuse. Where there are reasonable grounds to believe a claim is misleading or abusive, we may decline the request and take action permitted by applicable law.
XI. Changes to this Shipping Policy
We may update this Policy due to operational changes, carrier adjustments, or legal requirements. Updated versions take effect upon publication with a revised effective date.
XII. Contact for shipping-related questions
For all shipping-related inquiries, contact us exclusively at:
products@chillzonecool.com.