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Shipping Policy
Shipping and Handling Policy

Shipping Rates and Information

 

Your total shipping and handling charges are based on the shipping method selected, any applicable surcharges, and the total weight of the merchandise you are purchasing. 
 
Your total shipping charge, including any applicable shipping surcharges will appear as a line item under your subtotal during the checkout process.

Standard Service

Orders usually arrive within 5-10 business days (in-stock items only).

2nd Day Service*

Orders must be submitted Monday through Friday by 1 p.m. (CST). Orders placed after 1 p.m. Monday through Thursday will be shipped the following day. Orders placed on Friday after 1 p.m. (CST) and over the weekend will be shipped on Monday. 

Undeliverable Packages

Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, Chivilla Bay online customer service will call you to notify you of the returned package and ask for a new shipping address. You will not be charged for the second shipping fee. If you cannot be reached within 7 days, we will process a return for the order.

If you suspect your order was deemed undeliverable, you should call our store at: 1-605-274-0550 within 10 days of the estimated delivery date.

Why Was My Package Undeliverable?

Our carriers may deem a package undeliverable for any of the following reasons:

  • Incorrect or Out-of-date Address
  • P.O. Box Format: When entering a post office box as a shipping address, please be sure to enter it as “PO BOX” followed by the number.
  • Other Address Problems: Some organizations have strict delivery restrictions for their residents. These rules are determined independently and may vary.
  • Illegible Label: In rare cases, it is also possible that the address became illegible during the shipping and handling process.
  • Failed Delivery Attempts: Most of our carriers make one to three attempts to deliver a package. Some packages may require a signature. After the attempts at delivery, either a note will be left on your door or the package will be returned to us. If a package is returned to us, you will be called by our online customer service to notify you of the returned package and ask for a new shipping address.
  • Refused by Recipient: If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to re-order and let the recipient know that a surprise is on the way.

Shipping FAQ:

If I return an item, will Chivilla Bay reimburse my shipping and handling costs?

Unfortunately, we are not able to reimburse you for any shipping costs you incur purchasing an item at Chivilla Bay.com or returning the merchandise via mail. To avoid return shipping and handling costs, simply bring your merchandise and receipt to the Chivilla Bay nearest you.  If the return is a result of our error, follow the return instructions on your packing slip to return the item to Chivilla Bay.com for a complete refund.

Which mail carriers partner with Chivilla Bay?

We currently use two carriers depending on your package. These carriers are UPS and the USPS (United States Postal Service).  

Post Office (USPS) for final delivery. Unlike most USPS products, SmartPost packages can be tracked until they are delivered. Tracking for SmartPost packages can be accessed by clicking on the tracking number link in Order History when signed into My Account at Chivilla Bay.com.
UPS  is used for packages over 70 lbs and for most packages sent to Alaska and Hawaii.

Do you ship to P.O. Boxes?

Yes! During check out, simply enter your P.O. Box in the Street Address Line 1 field. Currently, only Standard Shipping Service is available for P.O. Box destinations.

Can I cancel or modify my order?

If you need to cancel or modify your order, please contact our customer service within 24 hours at 1-605-274-0550,  10 a.m. to 6 p.m. (CST). After 24 hours a return will have to be processed to modify your order.

Tracking FAQ:

How do I track my order?

Once your order has been shipped you will receive a shipping confirmation email. The email will include tracking number links to track your orders.

If you have an online shopping account at Chivilla Bay.com, you may track all orders (past and present) at Chivilla Bay.com, plus view a detailed history of each online order. Just follow these steps:

Step 1: Click order history at the top of any page.
Step 2: If you are not logged in enter your Chivilla Bay.com sign-in name (your email address) and the password you entered when you created your account.
Step 3: Click order history in my account

You'll see a complete history of your Chivilla Bay.com purchases. Click the see details button to view the details of that order.

Are my in-store purchases available to review in order status and history?

No. Only your online purchases are retained in your account at Chivilla Bay.com.