Shipping & Delivery Policy

Shipping & Delivery Policy

Effective date: September 28, 2026

Each CHAR order is prepared with care and sent on its way with the same intention. This policy explains how orders are processed, shipped, and supported once they leave us.

Order processing

Orders are processed Monday through Friday, excluding U.S. holidays.

Please allow up to 4 business days for your order to be prepared and shipped. Processing time begins on the next business day after an order is placed and is separate from carrier transit time.

For example, an order placed on a Tuesday will enter processing on Wednesday and may take up to 4 business days to ship. Orders placed on weekends or U.S. holidays will enter processing on the next business day.

During collection launches, promotional periods, and holidays, processing may take slightly longer. If CHAR cannot ship your order within the applicable timeframe stated at checkout or on the relevant product page, we will contact you using the email address provided at checkout with an updated estimated ship date and available options.

U.S. shipping

CHAR currently ships within the United States via UPS. Available shipping methods and rates are shown at checkout.

  • Standard Shipping: Estimated delivery within 2–4 business days after your order has shipped.
  • Expedited Shipping: Estimated delivery within 1–2 business days after your order has shipped.

Expedited shipping applies to carrier transit time only. It does not shorten CHAR’s order-processing period.

Delivery timeframes are estimates and may be affected by carrier delays, weather, holidays, high shipping volume, or other circumstances outside CHAR’s control. Once your order has shipped, you will receive a shipping-confirmation email with tracking information.

Shipping delays

CHAR works to prepare and ship orders within the applicable timeframe stated at checkout or on the relevant product page.

If CHAR cannot ship your order within the stated timeframe, we will contact you with an updated estimated ship date and available options. If you do not agree to the revised shipping timeframe, you may cancel the unshipped portion of your order for a full refund.

This keeps the policy adaptable if a product page uses a product-specific shipping window, and it preserves the required delay/cancellation mechanism if CHAR cannot meet the stated shipment time.[ftc][ftc]

Address changes and order updates

Please review your shipping address carefully before completing your purchase.

If you need to request an address change or order cancellation, contact CHAR as soon as possible at clientservices@char.global and include your order number. Requests are not guaranteed once processing has begun, and CHAR cannot make changes to an order once it has shipped.

CHAR is not responsible for delivery delays or unsuccessful delivery resulting from an incorrect, incomplete, or undeliverable address provided at checkout.

If an order is returned to CHAR because it was refused, unclaimed, or sent to an incorrect or incomplete address, we will contact you once it is received. A new shipping fee may apply before the order can be sent again.

Package protection

Route Package Protection is optional and may be selected at checkout. If selected, claims for eligible lost, stolen, or damaged packages are subject to Route’s terms, eligibility requirements, and claims process.

Route Package Protection is administered by Route. Coverage and claim outcomes are determined by Route under its applicable terms. Some delivery situations may not be eligible for coverage.

If you choose not to add Route Package Protection and experience a delivery issue, please contact CHAR within the reporting timeframes below so we can review the shipment and advise on next steps.

Delivery issues

If tracking shows your package as delivered but you are unable to locate it, contact clientservices@char.global within 7 calendar days of the carrier’s delivery scan. Include your order number and any relevant details. CHAR will review the shipment information and, where appropriate, work with the carrier to investigate.

If your order arrives damaged, incorrect, or incomplete, contact clientservices@char.global within 72 hours of delivery. Include:

  • Your order number
  • Clear photos of the item
  • Clear photos of the shipping box and shipping label
  • Photos of any damaged packaging
  • A brief description of the issue

Please retain the item, shipping box, and all original packaging until we advise you otherwise. CHAR may require an inspection or carrier investigation before issuing a replacement, store credit, or refund.

Multiple shipments

In some cases, items from the same order may ship separately. If this occurs, you will receive tracking information for each shipment. You will not be charged additional shipping fees because CHAR ships an order in more than one package.

International shipping

CHAR does not currently offer international shipping. We look forward to expanding shipping availability in the future.

Contact

For shipping questions or assistance with an order, contact clientservices@char.global.

To help us assist you promptly, include your order number whenever possible.