FAQs

Products

Do you offer perception lenses for your eyewear?

Currently, we don't have the capability to  produce prescription lenses with the current pricing, as we don't have the labor to ensure the care and coordination that goes into prescription lenses, however we look forward to providing more eyewear with prescription lenses available in the future.

Is the sizing for belts the same as the sizing for mens pants/trousers?

Since pants sizing can vary depending on the designer, the sizing for all belts is based off the measurements of the circumference of your waist/ belt line in inches. For example: If your waist measures 32 inches at your belt line, you would order the size that contains the numerical value of 32.

Where can I find more wash instructions for handmade (avant couture) pieces?

Each handmade item comes with a detailed wash instructions label, tag, or care sheet, that explains how to care for the garment in depth.

How do I wear the Universal Balaclava?

Most tutorials for this item are found on our TikTok (accessible via the button in the site footer or menu) However, here are some tutorials

Universal Balaclava Chest rig tutorial

Universal Balaclava Mask tutorial 

Universal Balaclava how to

Shipping (Processing and Fulfillment times)

How long does it take to ship?

Fulfillment times are estimated in the shipping drop down menu under each product. These estimates  leave us room incase we experience a sudden large order volume, however most orders are processed (shipped out) in 3-7 business days. 

How do pre-orders work?

We are excited to offer pre-order options for some of our most popular products. Please note that pre-ordered items typically arrive within a 4-6 week window, depending on the specifics outlined in the product description.

We kindly request that you refrain from reaching out to our support team for status updates before the 1-month mark. Rest assured, we are dedicated to completing and fulfilling your order as quickly as possible, and we will keep you informed every step of the way.

Does Shop Pay or any third party payment installment service (Buy Now Pay Later) effect when my order is shipped?

We are so grateful that we can provide and connect customers with Buy Now Pay later options, and as long as you are approved with the Third Party (Lender), and sent an order conformation email,  there is no difference in processing speed to other orders.

 

Support and help with my order

What are your current email response times?

All emails to our support (shipping@chthoniccompany.com) are replied to within three to five business days, however most are answered in less than 48 hours.

To prevent delays for your email, our staff, and other customers, please ensure that you provide your order number, or the email in which you placed the order with.

 

You can also reach out via the Contact forum.

 

 

Shipping (Delivery, in transit, and International shipping )

What if the tracking for my order is showing that it has been delivered on the carrier (i.e USPS) website, but I did not receive it? 

Once the shipping carrier has marked the Order Delivered, and the delivery did not require a signature, we recommend checking with a neighbor, CCTV, or looking for other indications that it was not stolen or misplaced. USPS can sometimes mark packages "delivered" before they are in the mailbox, due to a shortage of space of the  package slots. We suggest waiting for a few days, and reaching out to the carrier, Route (if you purchased shipping insurance), or our support email, if it has been more then a week and it still shows it was delivered, but you have not received it.

*Please note: If you did not purchase Route Shipping Insurance at checkout, or select a insured shipping method, we do not issue refunds, returns, or replacements, for any orders that customers claim they did not receive, once they show they were delivered in the USPS, UPS,  DHL, or other carrier website. So we highly recommend purchasing the route package insurance at checkout. We especially recommend Route, if the order is not being shipped within the US.

 

My international order (items being delivered outside the US) shows "in-transit" on the shipping carrier website (i.e USPS.com) for more than three weeks, or is stuck in customs?

Typically, the USPS standard international shipping or other economy International shipping  can take one to two weeks to arrive for Mexico and Canada, two weeks to arrive to Australia and the UK, and two to six weeks for Europe, and other parts of the world, after the order has been shipped. We highly recommend selecting UPS or DHL if the order is needed faster. However, if you do purchase the economy (slowest) shipping please make sure to purchase Route insurance at checkout, so if the order is lost in transit or customs, you can be refunded or issued a replacement.  

Please note: Chthonic is not responsible for any orders that are returned due to insufficient, or incorrect address and/or customs information. Nor is Chthonic, responsible for orders destroyed by customs, or refused, lost in customs/transit, or when the delivery has been attempted by the carrier multiple times, then returned, seized, or destroyed due to unpaid VAT tax, broker/storage fees, or other import duties/shipping fees.

 

Route package protect and insurance (Route App inc.)

We have been a trusted Route Merchant for over a year,  and have partnered with Route so we can provide you with the best Package Protection, Shipping Insurance, and carbon neutral shipping solutions available. By selecting Route Package Protect at checkout, especially for International shipping, you can have peace of mind that your package will be fully protected and you will be eligible for refunds or replacements, in the event it is lost, stolen, or damaged while in transit.

 

Please note: If the customer entered the wrong address at the time of order, Route does not cover this, so reach out to us as soon as possible if you notice the address you entered is incomplete/incorrect.

How to file a claim with Route:

Instructions and more information on how to file a claim can be found here

 https://shoppers.help.route.com/hc/en-us/articles/6027109569943-How-to-file-a-claim)

It is simple to file a claim and track packages through the Route App as well.

 

Incomplete or incorrect shipping addresses entered at checkout

We understand that address mistakes happen, and we are happy to help! 
Our system may automatically flag incomplete addresses for review (in some cases) before we ship, and also during checkout when a customer enters their shipping address. However, it is still the responsibility of the customer to provide the complete and correct shipping address at the time of their order.
In order to update a shipping address, the customer must reach out before their order ships, and provide the correct address. We are unable to update the shipping address of ANY order AFTER it has shipped. Thus, we require that the customer reaches out to us to correct or complete the shipping address within two hours of placing their order (cancellation window), or at the very latest before/within two hours of when the tracking number is sent. The customer is responsible for any additional shipping fees/postage that may apply to update the shipping address.
To update the shipping address of your order within the specified window above, or if you need to update the address for a made to order and / or pre-order  item (must contact before it has shipped): Please email us at Shipping@chthoniccompany.com or use the Contact form in-site
If  your order has already been delivered, is in transit, or has already been shipped to the address that you entered at checkout / on the order conformation email, we kindly ask that you contact USPS  (or the applicable delivery company/carrier)  and / or visit your local post office / carrier store (i.e UPS store, if the carrier is UPS) to see if your package is being held due to incomplete/incorrect address information, or if they are able to re-deliver. If they do not locate it at the post office or carrier store, please contact USPS ( or the applicable delivery company/carrier)  with next steps.
For USPS: File a Missing Mail Search request with USPS at the post office or Online at https://www.usps.com/help/missing-mail.htm.  
For UPS visit: www.ups.com (For select shipments, UPS will let the buyer/receiver update the shipping address while it is in transit, however any applicable fees for this service are at the buyers expense, and will not be covered or reimbursed by Chthonic.)
Please note:
If the customer entered the wrong address at the time of order, Route does not cover this. Additionally, Chthonic does not issue replacements, refunds, remedies, or store credits/exchanges, if the customer entered the wrong address at the time of placing the order and the order has already been shipped/fulfilled. 
With that being said, we are always here to help, and if you have any questions feel free to reach out to our support.

For any other questions please email us at Shipping@chthoniccompany.com or use the Contact form in-site