Beginning January 2020 Shipping
Orders over $499 ship FREE and Samples will ship free*
*These rates apply to Continental U.S. destinations only and using our shipping method of choice or upgrade to ensure 2-3 day delivery to you.
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
International Shipping
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.
CANCELLATION OF CONTRACT: LIQUIDATED DAMAGES
Citlali Creativo LLC is providing a personalization / unique service for you and Citlali Creativo has made schedule arrangements / provided project management / plus additional time for the creation of your personalized work and/or purchased items in advance to create your item(s). These damages are only materials but we will be required to pay one or all: 1-a "restocking fee" 2-shipping fee to return materials, plus time for management of Citlali Creativo's time to handle this. Therefore, if YOU cancel this contract at any time, Citlali Creativo has the right to keep the deposits as liquidated damages to compensate Citlali Creativo for expenses and losses which result from cancellation of Contract by You.
If you decide to cancel a project once we commence, a cancellation fee that includes production and meeting time of $75 will be charged PLUS 25% of your total project will be assessed for cancellation of materials. We place our material orders same/next day in bulk and canceling a portion of our order CAN NOT be done. We are charged 25% for cancellations of our full order, which will ALWAYS be HIGHER, than the 25% fee we charge back to you. It's usually least expensive for us to continue with our full order(s) and results in material added to our inventory (which we try not to have since we are a custom based shop) and we then have to try to resell in the same quantity which is never easy because each order is different. Cancellations will be saved and credits will be applied to future work unless otherwise mentioned.
Due to the nature of our custom products, re funds are NOT available once an order has been placed and/or been completed. When we receive you r deposit, you have enlisted our services to create something custom for you. In the event that you require a cancellation, please contact us as soon as possible. Once you enter in agreement and/or sign the contract the deposits are not refundable for any reason.