Errors & Replacements
Due to the nature of a personalized product, refunds are not permitted. If there is any deviation from the agreed-upon order, the incorrect portion of your order will be replaced/reprinted (using the approved/final file but no changes) at no additional cost to you. No changes to text/colors – No exceptions. We stand by our product and will work to send you what you ordered. Please contact us immediately for assistance in obtaining replacement procedures of an incorrect order. Please Contact Us with your order number and details about the product you would like to have replaced. We will respond with instructions for how to return items from your order (if applicable). Requests for replacement items must be made within 7 days of receipt of your items.
If you would like to make changes to an item being replaced other than error caused by us, there will be an additional fee and new turnaround time (as it is counted as a new project and placed back in line with all other others). We do our best to expedite such projects to the best of our ability and schedule.
If there is an error on your part, we are happy to work with you on a reorder of the exact item ordered. We may be able to offer a discount for a reprint but no other discounts will be given. Reprint orders will be treated as a new project with a new schedule but we will do our best to send replacement items as quickly as possible (schedule permitting).
Shipping / Delivery
Local orders may be picked up during normal business hours or shipped for $5 flat in Washington State. All other orders will be shipped via USPS Priority which is 2-3 business days in the US and 6-10 business days for international. USPS Express shipping is 1-2 days or 3-5 days internationally.
International items sent via USPS are not trackable upon leaving the US. For full tracking abilities, items will be sent using UPS. Unless otherwise specified or requested, we will ship out USPS.
Any third-party shipper/accounts are not permitted at this time.
Replacement Items Shipping
Shipping method for replacement items will be chosen at our discretion but will not be lesser than the method of shipment used and agreed upon for the original order
For items leaving the US, you may incur one of the following: VAT tax, Customs or Duty fees. Citlali Creativo is NOT responsible for these fees and must be paid for by you in your country upon picking up / receiving your package. Fees will be charged by entering country and will differ in each location. Because of this, we can not know what the fee for your specific package will be.
We recommend shipping using UPS, FedEx or DHL for international orders because of the tracking and guarantee that they offer. If lost via UPS, FedEx or DHL, we can put in a claim all while reprinting and sending out a new order. For lost items shipped via USPS, no refunds and/or reprints will be given/sent.