FAQ

Welcome to the ChillCarve FAQ page! Here, you’ll find answers to some of the most common questions about our products, shipping, returns, and more. If you have any other questions, feel free to reach out to our customer service team at service@chillcarve.com.

1. What is ChillCarve’s Shipping Policy?

 

  • Order Processing: All orders are processed within 1-2 business days.
  • Shipping Time: Shipping typically takes 3-5 business days. Overall delivery time is 4-7 business days, depending on your location.

 

  • Shipping Fees
    • For Australia
      • Enjoy free shipping on orders over 169.99 AUD.
      • A shipping fee of 9.99 AUD will apply to orders below 169.99 AUD.
  • Current Shipping Regions: We currently ship to Australia.

2. What is ChillCarve’s Return Policy?

 

  • Return Period: You can return items within 30 days of receipt, as long as they are unused and in original condition.
  • How to Return: Contact us at service@chillcarve.com for return instructions. Please include your order number and details about the item you wish to return.
  • Refund: Refunds will be processed to the original payment method within 10 business days after we receive the returned item. You are responsible for return shipping unless the item is defective.

3. How Can I Make a Warranty Claim?

 

  • Warranty Period: Our products come with a 1-year warranty from the date of purchase, covering manufacturing defects.
  • How to Claim: Contact our customer service team at service@chillcarve.com with your order number and a description of the issue. We may request photos or other documentation.
  • Resolution: If your claim is approved, we will either repair or replace the defective product.

4. How Do I Measure Myself for the Perfect Fit?

 

For accurate sizing, please refer to the size guide provided on the product page or follow our measurement instructions for the following:

  • Chest: Measure around the fullest part of your chest.
  • Arm: Measure from the shoulder seam to the wrist.
  • Waist: Measure around your natural waistline.
  • Hip: Measure around the fullest part of your hips.
  • Inseam: Measure from the crotch to the bottom of the ankle.
  • Shoulder Width: Measure from one shoulder seam to the other.

For detailed sizing instructions, please check our Size guides at the product pages.

5. Can I Change or Cancel My Order?

 

  • Order Modification: Once an order is placed, it is processed immediately to ensure fast delivery. Unfortunately, we cannot modify or cancel an order once it has been in transit. If you need to change your order, please contact us at service@chillcarve.com as soon as possible.

6. How Do I Know Which Size I Need?

 

  • Size Guide: We provide detailed sizing charts for all our products on each product page. Please refer to the chart to choose the size that best fits your measurements.
  • Fit Information: If you are between sizes, we recommend choosing the larger size for added comfort, especially for active wear such as ski jackets and base layers.

7. How Do I Track My Order?

 

Once your order has been shipped, you will receive an email with a tracking number and a link to track your package. You can also track your order through your ChillCarve.com account.

8. How Do I Contact ChillCarve?

 

If you have any questions or concerns, you can reach our customer service team via:

9. What is ChillCarve's Warranty Policy?

 

  • Warranty Coverage: Our products are covered by a 1-year warranty from the date of purchase, which covers defects in material or craftsmanship.
  • What’s Covered: Manufacturing defects in the product, such as stitching issues or material faults.
  • What’s Not Covered: Damage caused by misuse, accidents, or normal wear and tear.

For more details, please refer to our Warranty Policy.

10. Do You Ship Internationally?

 

Currently, we ship to Australia. For other questions, please contact us at service@chillcarve.com.

11. How Secure is My Personal Data?

 

We take the privacy and security of your personal data very seriously. We use TLS encryption(provided by Shopify) to ensure your payment details and personal information are securely transmitted and stored. For more information, please review our Privacy Policy.

For any additional questions, please don’t hesitate to contact our customer support team at service@chillcarve.com. We are happy to assist you!